The player from Germany experienced technical problems while playing Deal or No Deal. Even though the player didn't receive the full amount, after double-checking the game rounds, the casino paid her the winnings she was eligible for.
SlotHunter Casino - Player experienced technical glitches while playing.
Amount: €93
SlotHunter Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I did not receive credit for two accepted offers in the game Deal or No Deal.
05/27/22 around 1:35 a.m. - about 89.?? EUR
on 05/28/2022, at 1:55 p.m. - 93.23 EUR
On my screenshot I recorded the process from 05/28/22, there is my just accepted profit,
but as can be seen from my balance, no credit of the amount)
In the support chat I was told that the process has been checked and that everything has gone correctly and the money is gone. This is definitely not correct.
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2 years ago
Dear Silke,
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?
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
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2 years ago
Translation
Hello Petronella, thanks for the reply!
Yesterday I emailed the screenshot and the chat log with the support chat.
I received an email today which I will forward.
What it says is absolute nonsense. The fact is, I played, definitely accepted the offer in both cases, after that the round was over for me and I was able to continue playing, only the offer was not credited.
I'll also forward the email from support today to you via email.
To explain: Here is the screenshot again, just after I accepted the offer, the round ends for me and the amount is then immediately in the balance. Here you can see what I supposedly won and what my balance is.
During the game it says my stake, which was a little over 80 EUR. After accepting the offer, the amount used is no longer displayed, but the amount won.
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2 years ago
Thank you, Silke, for your reply and forwarded email. Could you please forward your entire game history and advise the exact time of the incident?
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2 years ago
Translation
I can no longer see the game history. ;-(
The first incident was in the very early morning of 05/27/22 - around 1:35 (AM)
The second incident on May 28, 2022 at almost exactly 1:55 p.m
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2 years ago
Thank you very much, Silke, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Translation
Thank you very much dear Petronella.
I've already received a negative notification about the game being abandoned, I'll quickly forward it along with my answer (by email). �
Greetings and thanks for the nice wishes.
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2 years ago
Hi Silke
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite SlotHunter Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Hello Silke and Casino Guru team.
We investigated the two bets the player claims were unsuccesful, i.e. yielding in reduced payout.
During the first game round the player chose the 'No Deal' result for the first, second and third Banker's offer. When the final fourth Banker's offer was generated and sent to the player, the player lost communication with the game server. This lead to the player being unable to choose the game outcome, so the game automatically regarded this as 'Auto No Deal' outcome.
For the second game round the player's final Top Up bet was declined as, due to internet connection issues, the player entered the server at the time when the Top Up bet period timed out. As the result, the failed Top Up bet of 10 EUR was returned to the player's balance.
According to the game provider server logs, the game rounds in question were carried out correctly.
Our Support Team has already reached the player out with the game rounds investigation results.
Please let us know if there is anything else we can help you with.
Best regards,
SlotHunter Casino
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2 years ago
Dear SlotHunter Casino,
Thank you for the explanation. Could you please send the results of the investigation to my email address (peter.m@casino.guru)? All sensitive information can be blurred out.
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2 years ago
Dear Peter,
We sent the requested information to you. Upon further examination, we found out that the second bet in question was calculated incorrectly. We have already credited the player account with the missing win sum.
Best regards,
SlotHunter Casino
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2 years ago
Translation
Hello Peter, hello Georgi,
I confirm that 93.23 EUR have been credited to my player account.
05/27/22 around 1:35 a.m. - about 89.?? EUR
on 05/28/2022, at 1:55 p.m. - 93.23 EUR <------------
Kind regards, Silke
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2 years ago
Dear SlotHunter Casino,
Thank you for the email and for double-checking the game rounds.
Dear Silke,
I'm glad to hear that you were credited €93.23. Even though it's not the whole amount, considering the evidence and the situation (casinos are protected from technical glitches/lost communication with servers by their T&Cs), we can consider this a success. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
