A player from Germany deposited 70 Euros on a casino but encountered an issue in a session of Lucky Pharao where, after a win of 34 Euros, an error occurred and the winnings were not credited. Despite contacting support, the issue is yet to be resolved, leading the player to question if this could happen with larger sums.
Playzilla Casino - Player experiences game error and missing winnings.
Amount: €34
Playzilla Casino
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9.7
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
Public
Public
10 months ago
Translation
I deposited approximately 70 Euros today for testing.
The amount dwindled without free spins, without big wins.. It was very monotonous and boring.. With the last 5 Euros I went into Lucky Pharao, where I caught a good session.. well, somewhat okay is probably the better way to phrase it.. I won close to 20 Euros with an image and gambled these in powerspins until it was no longer possible (as you well know, after 4 times you are obliged to accept). On the last one, I bet 10 spins on 0.40 cents, then actually won about 34 Euros with the last 2 spins.
Then the window with "Congratulations, you've won" popped up, and at the same moment an "error" message appeared. The game began to stutter and became unresponsive. Evidently frustrated, I quit the session and tried to restart the game, which worked, only my round was no longer there, the winnings not credited, and my wager history only shows that I bet 0.20 cents at 23.09 hours. The crash happened at around 23.30 hours (the power spins lasted about 20 minutes, there were quite many..).
Contacted support, was told to wait for an email and that it would be resolved.. we'll see.
I have never experienced this with any casino before.. Absolutely livid, especially with no compensation or estimation of how long the entire thing would take..
What I find amusing, above all, is that everything worked smoothly the entire time... until I landed a session that actually "paid out".. I have no problem with losing, but I take issue with manipulation. The whole thing raises serious doubts, as it raises the question of whether, if small bets can cause such disruptions, large sums can also disappear.
34 Euros is half of what I deposited, I might have played it down again, but for me it's a matter of principle. It is not acceptable for winnings to vanish from the account or never be credited at all due to sudden "errors".. sorry, they can tell that to someone else.. If it's not reimbursed, I will file a fraud complaint.
I want to stress again that it's not about the laughable sum of 34 Euros, but a matter principle and potentially safeguarding other players from bigger losses, because let's be honest, we lose 95% of the time anyway, so we shouldn't let bad operators ruin the 5% of "fun" and gaming money.
Automatic translation:
Public
Public
10 months ago
Hello Lucille713,
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.
Best regards,
Nick
