The player from Germany had won over 600€ during Power Spins in the game 'Lucky Pharaoh,' but the game crashed before the winnings were credited. Despite contacting customer support, he did not receive any updates from the finance department. The complaint was rejected as the provided screenshot of the transaction history did not show evidence of a crashed game or technical glitch. Without sufficient evidence, the case could not proceed further.
QuickWin Casino - Player's winnings were not credited after a game crash.
Amount: €600
QuickWin Casino
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
4 months ago
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4 months ago
Translation
Hello, on July 6, 2024, I was playing the game "Lucky Pharaoh" from Blueprint.
During the Power Spins, I won over 600€.
Before I could decide whether to take the money or continue with Power Spins, the game crashed, and a page opened saying "404 Not found".
I returned to the main menu and restarted the game, but my winnings were neither credited nor did the game resume from where it left off.
Customer support keeps telling me that the finance department is looking into it, but I haven't heard anything from them to this day.
Automatic translation:
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4 months ago
Dear f77ff7qmxm,
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?
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,
Veronika
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4 months ago
Thank you for your email. Unfortunately, the screenshot of your transaction history that you provided us with does not show any evidence of a crashed game or technical glitch that would cause an unfair decrease in your balance.
I am sorry to inform you that without sufficient evidence, we have to reject your complaint. Thank you for your understanding, I apologize that 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.
