The player from Germany had experienced an issue with the Lucky Pharao game where his winnings were not registered due to a server error. The casino's help chat had been unresponsive when he sought assistance. He also reported frequent issues on the platform based on forum discussions. Despite our efforts to assist, we were unable to proceed further with the case due to the lack of supporting evidence from the player, such as his gaming history. The complaint had been rejected as the 'internal server error' suggested that the player's bet might not have been accepted by the system.
Playzilla Casino - Player's game winnings have not been registered.
Amount: €49
Playzilla Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
6 months ago
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6 months ago
Translation
Good evening,
While playing the lucky Pharao game, I won 44€ after concluding the Powerspins. The victory appeared on the screen, but at the same time, an error message stating "internal Server error" came up. The game then booted me to the lobby. When I returned to the game, my winnings had not been logged. The winnings did not appear in the history either. The same thing happened 20 minutes later with a win of 5.20€.
In the help chat, I was told it could take up to 24 hours for the amount to be credited to my account. However, when I attempted to use the chat help for the second time, I didn't receive any aid. This site operates numerous casinos that frequently show up here. Currently, I can count 11 different sites attributed to this company. In numerous forums, there are reports of amounts not being paid out, or accounts being deleted after big winnings. How can one protect themselves from such occurrences?
Automatic translation:
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6 months ago
Dear nabilwhiteford,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to veronika.l@casino.guru? Have you stopped playing right after 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.
Best regards,
Veronika
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6 months ago
Translation
Hi good afternoon,
It was on April 24th, 2023 at 9:15am. The stake was 40 cents and the winnings were €44. Unfortunately, I can no longer access the history because Playzilla deleted everything from the history last night. The second loss of €5.20 was at 9:45am, I remember that from the chat with the extremely unfriendly chat editors, Jey and Nadda. This company is a serious rip-off, this company also has many other sites that seem to regularly appear in your complaints. For example, all of the casinos that offer Lucky Pharaoh (really all of them without exception) are from this one provider Playzilla, Quickwin etc etc etc, there are also German sites that advertise Lucky Pharaoh but you can't actually play for money on any of them, it's only on these sites from the company mentioned. It's an outrage. Then they delete the history so that no data can be compiled.
Best regards
Whiteford
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6 months ago
Have you tried requesting your gaming history in Excel format directly from the casino? If you do not have any evidence showing the bets, losses, and winnings, I am afraid we will not be able to confront the casino.
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6 months ago
Translation
As already mentioned, the game history was completely deleted the night I complained.
Automatic translation:
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6 months ago
I'm sorry but without evidence of your winnings in your gaming history, we're unable to engage with the casino on your behalf any further. The "internal server error" you encountered suggests that your bet might not have been accepted by the system, meaning you neither won nor lost in this instance.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
