The player from Austria had experienced a game crash on Quickwin Casino during the TNT Bonanza slot game. Despite his multiple attempts to resolve the issue through live chats and emails, the problem had remained unresolved. The casino had requested detailed information and screenshots, but found them insufficient. The player had also attempted to contact the game provider, as suggested by us, but received no response. The casino later informed us that the player had closed his account, preventing any further assistance. Despite our efforts to communicate with the player, he had remained unresponsive, leading us to reject the complaint.
QuickWin Casino - Player faces game crash issues.
Amount: €20
QuickWin Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
10 months ago
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11 months ago
Translation
About 3 weeks ago, I was playing the TNT BONANZA slot on Quickwin Casino. I bought the free spins for 20 Euros on the 20 cent line. After the 7th spin, the game crashed and has been unplayable ever since. While the game data is saved, nothing more can be done. Despite numerous attempts to rectify this issue through live chats and several emails, I am still being put off. They keep asking for more information that would take me hours to find! Additionally, they requested screenshots which I submitted. Days later, they inform me that screenshots are not acceptable! This casino may have many things, but it is far from being reputable and customer-friendly. They won't be getting any more of my money!
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11 months ago
Hello rayfischer,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with QuickWin Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you use any bonus when the game crashed? Can you please forward the relevant proof regarding your case to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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11 months ago
Dear rayfischer,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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11 months ago
Translation
Hello, no I didn't have to verify the account, or you have to be asked to do so. And yes I bought the bonus on the 20cent line, if I remember correctly for 20.-
I was also in the live chat about this thing 10 years ago.
If I asked unpleasant questions, I was automatically logged out.
Ergo, you have little to no chance of resolving the matter seriously. I've already given up, they should be happy with the few cents, apparently they need it!
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11 months ago
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A little fun fact on the side: The game TNT BONANZA is still saved on my site with the score at the time of the crash, i.e. after the 3rd spin nothing worked anymore, which means QUICKWIN hasn't managed to fix this error yet! It's been more than 3 weeks since the GAME was canceled and my first report......
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11 months ago
Dear rayfischer,
Can you please advise if you did try to contact the gaming provider as well?
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11 months ago
Translation
Of course, after several attempts to reach a result using the live chat, I sent QUICKWIN support an email directly, but I never received a response, except for the automated return email stating that the email had been received!
The email was sent on November 25th, 2023 at 10:52 p.m.! and in the reply email I got this number! (11591349)
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11 months ago
Dear rayfischer,
I did not mean QuikckWin casino but the game provider directly - booming games who can investigate your game rounds.
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11 months ago
Translation
I personally don't, but the live chat told me that they have contacted the provider, but nothing has happened so far, the game still hangs
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11 months ago
I would like to invite QuickWin Casino to clarify the situation with the player's technical issues.
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10 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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10 months ago
Dear Customer,
Thank you for reaching out.
We would like to inform you that we checked your game round with the game provider and therefore, we kindly request you to re-enter the game. This will allow you to play your bonus round.
In case of any error, please let us know.
Thank you for understanding!
Best Regards,
QuickWin
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10 months ago
Dear rayfischer,
Can you please advise if you've been able to play the bonus rounds in the game?
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10 months ago
Dear Nick,
Thank you for your cooperation with us.
Regrettably, while we were working to resolve this case, the customer reached out to our live chat and closed his account. Unfortunately, this means we are no longer able to provide assistance in this particular matter.
We appreciate your understanding in this situation and thank you for your ongoing support.
Best Regards,
QuickWin
