The player from Germany played Wild Piranha slot game on Powbet Casino and won approximately €200 through free spins. However, due to game crashes, the funds were not credited. Their attempts to reach the casino via live chat and emails have been insufficiently responded or ignored. The casino provided us with the evidence of no winnings being won in the said bet therefore we have rejected the complaint.
Powbet Casino - Player’s winnings not credited after game crash.
Amount: €200
Powbet Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
9 months ago
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10 months ago
Translation
I played Wild Piranha slot game on Powbet.com site. When I made an approximate profit of €200 with free spins, the game crashed constantly. After I was able to log back in, the win was displayed but not credited to my account.
Mails, live chat etc. are answered insufficiently or not at all. My game history shows that the bet was made.
I expect a quick solution from the casino and a credit of my winnings.
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10 months ago
Dear Paninchen,
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 to petronela.k@casino.guru? Please advise the exact time of the incident. Are your winnings visible in your game history too?
Meanwhile, please check our article explaining "How slot machines are 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,
Petronela
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10 months ago
Translation
Hello Petronela (I also sent this answer by email),
I played the free spins on 06/29/23. Attached is a screenshot of the transaction from my transaction history. It is transaction number 250.949809721.
Between 4:47 p.m. and 4:55 p.m. (when the free spins were running) there is no "win" to be seen. This is always here, even if you have lost your "bet", as you can see from the other transactions. As if the game was not evaluated. Unfortunately, the win is not displayed in the course of the game. Since the game kept crashing, I can't give you the exact win amount to the exact cent. But it was around € 200.00.
Thank you for your effort
Kind regards
pancakes 
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10 months ago
Thank you, Paninchen, for responding. I want to clarify that if your winnings are not documented in your game history, the casino cannot process your potential winnings without any supporting evidence. While I acknowledge that this may not be the response you were hoping for, it's important to understand that we cannot challenge the casino's decision without any corroborating evidence.
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10 months ago
Translation
- Why should I make up this scenario?
- Where is the evaluation of transaction 250.949809721? Each spin is evaluated with a "win" even if nothing is won. Then it says "Win 0.00".
- It is obvious that no evaluation took place in my transaction mentioned above. So I demand the evaluation of this bet and the crediting of the profit.
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10 months ago
Thank you very much, Paninchen, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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10 months ago
Hello there,
Thank you Paninchen for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Powbet Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.
Thank you!
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10 months ago
Dear Peter,
Thank you for contacting us.
We have sent an email to you with all the details and evidences of the case.
Please let us know, in case you have further questions.
Sincerely,
Powbet
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10 months ago
Dear Paninchen, I have received an email from a casino representative with the information from their logs:
As you can see from their server logs, there have been no funds won on the bet, as it stands we cannot challenge the casino's decision without any supporting evidence from your side and we will sadly have to reject your complaint, I am sorry we could not be of more help on this occasion.
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