The player from Chile encountered a malfunction with a slot machine at PlayUZU, which errored and exited the game when they were close to winning the jackpot. They had already contacted the casino support with the details of the session, requesting an examination. We advised the player to contact the game provider directly as we had no insight into the game logs, and the casino's logs showed no win, justifying the refund of the bet amount. The player failed to respond to further messages, resulting in the rejection of the complaint due to lack of cooperation.
PlayUZU Casino ES - Player reports a slot machine malfunction.
Amount: $12,000,000 CLP
PlayUZU Casino ES
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
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4 months ago
Translation
Hello, I'm experiencing an issue with PlayUZU - one of their slot machines malfunctioned (it threw an error and kicked me out of the game just before I nearly hit the jackpot). I'm attaching the email I just sent to the casino's support.
"Greetings, hope you're having a good day. I'm writing this email to resolve an issue I encountered with the FIRE IN THE HOLE xBOMB slot machine on Saturday, May 4th.
Here's what happened - I was playing and when I made the last spin that the slot machine allowed, it froze and threw an error (even though it deducted the $200 CLP for the spin) and I had to restart the game. Upon reentering, I noticed that I had won $160 CLP and with the respin, I got the bonus round (3 scatters) which started awarding me winnings, to the point of being one respin away from winning the maximum prize of 60,000x due to the bonus round mechanics. However, when the game was about to end the bonus round, it threw the same error and kicked me out. I'm attaching a video that explains the error that showed up.
The game session ID for that day is 451516440. I'm attaching a screenshot of the game session report.
I kindly request an examination of my play situation because it appears that the spin was valid as it credited the initial $160 CLP that the slot machine returned just before entering the bonus game."
What should I do in cases like this? Keep in mind that the slot machine did charge me the 200 CLP for the spin.
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4 months ago
Dear felipereyesromero97,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history in Excel format to nikolas.b@casino.guru? Please advise the exact time of the incident.
Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
Please understand, that without any supporting evidence we can’t proceed further with this case as it would be close to impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your understanding.
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4 months ago
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Dear Nick, hoping you are well, I tell you that I am transferring the game session and round ID information to an excel file that I will send to the indicated email along with the information that I believe is relevant to continue with the case.
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4 months ago
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Good evening Nick:
I acknowledge sending an email to your mailbox with an attached Excel file. I attach a paragraph that indicates how the events occurred in detail (also written in the email):
On Saturday, May 4, I was at home and decided to make a deposit in PlayUZU for the value of $5000 CLP. Once the balance was successfully loaded, I got ready to play Fire In The Hole xBomb as it is one of my favorite slots and I know that the maximum prize is high. While in the game, I began to make turns. One of the mechanics of the slot in question consists of partially re-spinning if a prize is obtained (perhaps you know this or can look for a video of how it works). When I make the last spin (bet $200 CLP), the slot machine deducts my balance and gives me a line prize lower than the bet ($160 CLP) and when I make the aforementioned respin, the animation stops for a very long period of time. time, so I assumed something was wrong. I waited about a minute and decided to reload the game, as I realized that my internet connection was stable and I had not lost it at any time. When I re-enter the game I see that it throws me an error as soon as it starts, the same error in the video that I attached in my complaint. I didn't pay attention to it, however on Sunday, May 5, I decided to see what was happening with the "pending spin" in the slot machine: I entered the game and the slot machine was still "in the same place", so it continued with the re-spin and He threw me 3 scatters, starting the bonus game. It should be noted that it was difficult for me to reach the end of the bonus game because I had to reload the game many times due to the insistent error message: when no error was returned, the slot continued with the bonus game animation, escalating to approximately 45,000x of prize. Currently, when entering the slot machine (with 2 pending spins of the bonus game), it instantly throws an error and closes. Due to the mechanics of the bonus game, although in those last spins you do not obtain a "prize", you must still add more or less 15,000x prize, so you would obtain the maximum prize of 60,000x ($200 CLP x 60,000 = $12,000 ,000 CLP).
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4 months ago
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Good evening, how are you? I tell you that I was able to access the game without being kicked out, but the play apparently concluded, however I was able to obtain the video replay of the play in question.
fan.nolimitcity.com/replay/ukibamuzusagisopubaradamupurututonesebekeguisodukuzerase
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4 months ago
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Case update: PlayUZU reviewed my case and refunded me $200 CLP for the play instead of crediting me what I was actually owed... Personally I find it unfair.
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4 months ago
Dear felipereyesromero97,
After reviewing the evidence provided so far, I would highly recommend to contact the game provider directly. Unfortunately, we have no insight into the game logs and the casino has the logs from the provider as well. If the betting history showing no win, they had no other option only to refund the bet which glitched.
I wish we could be more of a help but we have to respect the betting history as it comes directly from the provider.
Please try to contact them in order to resolve the matter.
Is there anything else we could assist you with?
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3 months ago
Dear felipereyesromero97,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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3 months ago
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Good morning, the screenshot above tells me that something is happening with the balance since it appears as NaN, different from the other spins in which it was updated correctly. Is this enough basis to contact the game provider? I ask this because I sent an email to fan@nolimitcity.com with all the information and I got no response.
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3 months ago
Dear altenhofeugen15,
The casino is not responsible for such technical issues as they only offer the games to play from the providers. We have currently received other complaints regarding the same issue but in a different casino so it is not related directly to PlayUZU. I would recommend you to contact the game provider of the game directly to resolve this matter as the casino has no other information as your betting log.
Is there anything else we could assist you with?
