The player from Germany has experienced an issue with the Lucky Pharao game where his winnings were not registered due to a server error. The casino's help chat was unresponsive when he sought assistance. He also reports frequent issues on the platform based on forum discussions.
Playzilla Casino - Player's game winnings have not been registered.
Amount: €49
Playzilla Casino
Safety Index:HighSafety Index
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Case opened
Current status
Waiting for Casino Guru to reply
3d 14h 5m 30s
Case summary
4 days ago
Public
Public
1 week 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:
Public
Public
1 week 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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1 week 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
Automatic translation:
Public
Public
5 days 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.
Casino Guru is examining the case
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