The player from Italy has experienced technical problems while playing a specific slot machine. Player’s complaint has been resolved successfully.
PowerUp Casino - Player has experienced technical glitch while playing.
Amount: €1,500
PowerUp Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.4
PowerUp Casino has a Safety Index of 8.4, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Hi, The problem is that I made a Crazy Time win of 1501.50 euros (1 attachment) and it was not credited to me. I wrote to the live chat and they told me that the finance department was doing some checks (which is already weird). Then an assistant told me that the win was in order and that I should clear the cache and cookies and the money would be credited (2 attachment). Then another assistant told me that I had to make one last bet and that the money would then be credited (3 attachment). Now I still don't have the money and they say the finance department need to do some checks this is madness they can't keep my money for no reason. I also have the ID screen of the winning transaction with the time and date that coincide perfectly with the max win of the Crazy time of the day in question (attachments 4 and 5). The casino is aware of the problem, but it's been 2 days and they say to wait for an email from the department, but it's not possible they have my money won honestly. I also have no guarantees that they are actually working on it.
You can also notice that after any play in the history of the balance, if it is a loser there is win = 0 if it is a winner there is win= amount won. In the case of my winning bet there is nothing, as if it had not been paid
Automatic translation:
Public
Public
1 year ago
Dear Frapo01,
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 along with any relevant communication to petronela.k@casino.guru? I'm sorry, but there were no attachments in your initial message.
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.
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.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Petronela
Public
Public
1 year ago
Translation
Player's additional comments:
"The complaint has been resolved"
Automatic translation:
Public
Public
1 year ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Frapo01, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
