The player from Germany has experienced a technical glitch while completing bonus wagering.
Hello Casino Guru,
I deposited 20 euros this morning at Slotohit and played with 100 euros including a bonus. My first games worked fine until I played Buffalo Power. After playing there (maximum stake 1.60 EUR), I stopped the game and went back to the lobby. There I noticed that my account balance automatically went down without me playing. Of course, I immediately contacted Live Chat, but they saw the problem on my side and assumed that I would play myself. Then I changed my password at least 4 times, logged out, restarted my phone, but the problem persisted. I contacted the live chat again and they didn't believe me again. As proof, I then sent you 3 videos where you can see my credit running out. However, the support did not want to accept the videos as evidence and again assumed that I might be responsible for it myself.
I am pretty disappointed now, as this is yet another case in a very short time where a casino was absolutely customer unfriendly.
I will send the following evidence to your email:
- Chat history with support
- Videos from the casino
- Course of the game
In the course of the game you can also see the strange bets that did not come from me.
Hallo Casino Guru,
ich habe heute Morgen 20 Euro bei Slotohit eingezahlt und mit 100 Euro inklusive Bonus gespielt. Meine ersten Spiele klappten problemlos bis ich Buffalo Power gespielt habe. Nachdem ich dort gespielt habe (maximaler Einsatz 1,60 EUR), habe ich das Spiel gestoppt und bin zurück in die Lobby gegangen. Dort ist mir aufgefallen, dass sich mein Kontostand ohne das ich spielte automatisch nach unten veränderte. Ich habe dann natürlich sofort den Live Chat kontaktiert, der das Problem aber auf meiner Seite sah und mir unterstellte, dass ich selber spielen würde. Daraufhin habe ich mein Passwort mindestens 4 mal geändert, mich ausgeloggt, Handy neu gestartet, aber das Problem bestand weiterhin. Ich habe wieder den Live-Chat kontaktiert, die mir wieder nicht glauben wollten. Als Beweis habe ich Ihnen dann 3 Videos gesendet, wo zu sehen ist, wie mein Guthaben immer weniger wurde. Die Videos wollte der Support aber auch wieder nicht als Beweis gelten lassen und unterstellte mir wieder, dass ich eventuell selbst dafür verantwortlich bin.
Ich bin jetzt ziemlich enttäuscht, da das wieder ein weiterer Fall in kürzester Zeit ist, wo ein Casino sich absolut Kundenunfreundlich zeigte.
Ich schicke an Ihre Email folgende Nachweise:
- Chatverlauf mit Support
- Videos vom Casino
- Spielverlauf
Im Spielverlauf sieht man auch die seltsamen Einsätze, due nicht von mir kamen.
Dear Roger,
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 videos, ideally your game history along with any relevant communication to petronela.k@casino.guru?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Dear Roger,
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 videos, ideally your game history along with any relevant communication to petronela.k@casino.guru?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Thank you very much, Roger, for providing all the necessary information via email. I will now transfer your complaint to my colleague Matej 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.
Thank you very much, Roger, for providing all the necessary information via email. I will now transfer your complaint to my colleague Matej 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.
Hello Petronela,
Thank you for your message!
I would be very happy if you could help me with this and my other complaints!
Many Thanks!
Hallo Petronela,
vielen Dank für Ihre Nachricht!
Ich würde mich sehr freuen, wenn Sie mir in dieser und meinen anderen Beschwerden weiterhelfen könnten!
Vielen Dank!
Hello Roger.
Sorry for the delayed answer, after the holidays we are swamped with work.
From what I saw in your game log, it truly looks like the auto spin function.
May I ask; during a password change, you were logged out from the website?
I don't understand why the support didn't block your account.
If I were in the casino support position, I would ask you to change the password, and if this did not help, I would block the account.
Hello Roger.
Sorry for the delayed answer, after the holidays we are swamped with work.
From what I saw in your game log, it truly looks like the auto spin function.
May I ask; during a password change, you were logged out from the website?
I don't understand why the support didn't block your account.
If I were in the casino support position, I would ask you to change the password, and if this did not help, I would block the account.
Hello Matej,
I changed the password 3 to 4 times during this incident. I also reopened the last slot I played to see if autoplay was activated, but it wasn't.
Despite my desperation, the support did not help me, they assumed I was responsible for it myself. I contacted support at least 3 times, but each time they didn't want to help me until my credit was completely gone.
Can you contact Slotohit to find a solution?
Many Thanks!
Many Greetings!
Hallo Matej,
ich habe das Passwort während dieses Vorfalls 3 bis 4 mal geändert. Ich habe auch den zuletzt gespielten Slot nochmal geöffnet, um zu prüfen, ob Autoplay aktiviert war, dass war aber nicht der Fall.
Der Support hat mir trotz meiner Verzweiflung nicht geholfen, sie haben mir unterstellt selbst dafür verantwortlich zu sein. Ich habe den Support mindestens 3 mal kontaktiert, aber jedes Mal wollten sie mir nicht helfen, bis mein Guthaben komplett weg war.
Können Sie Slotohit kontaktieren, um eine Lösung zu finden?
Vielen Dank!
Viele Grüße!
Thank you for all the provided information.
I would like to invite the casino representative into the case.
Please explain what happened and why Roger's account was not blocked as soon as changing the password didn't help.
Thank you for all the provided information.
I would like to invite the casino representative into the case.
Please explain what happened and why Roger's account was not blocked as soon as changing the password didn't help.
Hello Matej,
You can close the case. I came to an agreement with Slotohit. I received another 80EUR bonus!
Many thanks for your help and support and many thanks to Slotohit for the willingness to compromise!
Hallo Matej,
Du kannst den Falls schließen. Ich habe mich mit Slotohit geeinigt. Ich habe nochmal einen 80EUR Bonus erhalten!
Vielen Dank für Deine Hilfe und Unterstützung und vielen Dank an Slotohit für die Kompromissbereitschaft!
Thanks, Roger for an update. Yesterday casino representative informed me that they offered you compensation.
I am glad that I can close the case as "resolved."
Thanks, Roger for an update. Yesterday casino representative informed me that they offered you compensation.
I am glad that I can close the case as "resolved."
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