The player from Germany had encountered technical issues while playing the Chili Picante Megaways game on the casino site. Despite his attempts to reach out to the casino's support, he had received no response. We had attempted to understand the situation better by asking him several questions about the issue. However, the player did not respond to our inquiries within the given time frame. As a result, we were unable to investigate the matter further and had rejected the complaint.
SG Casino - Player is experiencing game errors.
Amount: €100
SG Casino
Safety Index:Very highSafety Index
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9.2
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
First request 28.09.23. Hello, I made a bonus purchase of 10 Euros during the Chili Picante Megaways game when it looked like I was doing well when suddenly the game crashed and an internal server error message appeared. Since then, I've been trying to solve this problem with the support. I've done everything that was possible like clearing cookies and cache, changing browsers, using a different device, but the same error keeps appearing. I was told that a team was working on it, but there hasn’t been any feedback. I'm not sure whether it should take this long. I thought I'd heard somewhere that if a game doesn't open, the winnings will be awarded after 24 hours. I have already won in this casino before and my winnings were paid out immediately within three days, which is why this incident makes me a bit uneasy and prompts me to write a complaint. I had trust in the casino up to this point.
Automatic translation:
Public
Public
1 year ago
Dear geutasis,
Thank you very much for submitting this complaint. I am sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.
Do you see the internal server error message every time you open the game, or has it happened only once?
Do you have the same problem with other games as well?
I checked the casino's Terms and Conditions and this is what I found:
6.19 In case of software malfunctions, erroneous financial transactions, etc., the Company has the right to write off incorrectly accrued funds from the customer's accounts, and also undertakes to refund all amounts incorrectly written off or not accrued due to technical problems to customers' accounts during 30 (thirty) days from the time such failure has been detected.
6.20 In case the Company has mistakenly (due to a technical error in the winnings table, an error caused by a human factor or a different kind of error) replenished the customer’s account with funds that do not belong to him, then this amount will be considered the property of the Company and will be deducted from the customer’s account. If a customer withdraws funds that do not belong to him before the error was noticed, then the mistakenly paid amount (without prejudice to the legal means and actions of the customer) will be considered as a customer's debt to the Company. In the event of an inaccurate replenishment of the balance, the customer must immediately notify the Company via e-mail.
Do you see the transactions from this game in your betting history?
When was the last time you were in contact with customer support regarding this issue?
I hope we will be able to help you resolve this problem as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
