The player's win was not added to her account due a game crash. The complaint was closed due lack of evidence.
SlotHunter Casino - The player's win was not added to her account.
Amount: €2,000
SlotHunter Casino
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
1 year ago
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1 year ago
Translation
I signed up at Slothunter on December 31st at 9.53am and started playing right away. The game Lovely Lady X-mas. I immediately scored 15 free spins with 3 scatters (note that free spins wins are multiplied by a factor of 3).
I couldn't believe my luck when after the third spin I got another free spins round with 5! Scatter is a win of 1500 euros (5 scatters = 500 euros x 3). The game showed me a big win and started counting. Up to 399 euros and then the game crashed. In a few seconds I was back in the game but everything was gone. Only my deposit and the associated bonus. I wrote several emails and also chatted several times. They said that this can happen and the money will be credited within 24 hours. But that didn't happen 😠
I am extremely annoyed, especially since there is also a lot of money at stake here!
Regards
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1 year ago
Hello mira21071964,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with SlotHunter 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 is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? Is the winnings bet visible in your betting history? 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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1 year ago
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Hi
The account is not fully verified yet because Slothunter does not accept my proof of payment via Paysafe. They want to see all my Paysafe transactions and I think that's none of their business!
Since this is my first time signing up at this casino, I deposited €50 and received a €50 bonus. Then I played with it. After the crash, exactly this amount of money, around 96 euros, was still in the player's account.
Since December 31st I have written several emails and chatted with an Isabella and a James. I told them both about my request. The last time with James was the day before yesterday. He told me to wait a little longer and that the problem will be sorted out and he has forwarded this to the manager. And I should get back to you if it's not settled.
A few days have passed and nothing has happened. My emails are not answered and the money has not arrived 😠
Thank you very much for the effort and help!
Regards
Mirjana B******
Edited by a Casino Guru admin
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1 year ago
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Good morning
I went back to the site and found the game.
Evidence: Screenshots.
(how can I send this to you?)
I was able to finish the game with a total of 2100 euros and I was very happy. Unfortunately, the amount has not been credited to my player account.
Regards
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1 year ago
Dear mira21071964,
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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1 year ago
Translation
Hi
I sent you the screenshots to nikolas.b@casino.guru
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1 year ago
Dear mira21071964,
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.
Unfortunately, if the game log shows no winnings, it means that the spins were not finished and the casino can do nothing with it as it is related to the game provider and if there is no log=no proof.
Such issues may happen anytime in any casino and in most cases, the casino can't be hold responsible for a technical issues like this.
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1 year ago
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Hi
Does that mean in plain language that the money has been lost?
That's a big mess! 😡... I mean, we're talking about 2100 euros here and not about 5 euros
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1 year ago
Hello mira21071964,
As long as there is no log of it, unfortunately yes, the money is lost. You can still try to contact directly the game provider of the game you played but most likely it will have the same result as if it's not visible in the casino log, it won't be there either.
Such technical issues and glitches happens constantly even in the best casino.
I'm really sorry that we are unable to help you out more.
Is there anything else we could do? If not, the complaint will be rejected.
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1 year ago
Translation
If you can't get my money back for me, then there's nothing you can do for me anymore.... I'm extremely disappointed 😢
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1 year ago
Hello mira21071964,
I'm sorry again that we could not help but as already stated above, without the log, our hands are tied.
You can still try to get in touch with the licensing authorities as they might be able to get more details from the casino.
The complaint will be now closed for the above mentioned reason.
Best regards,
Nick
