The player from United States has experienced technical problems which caused his winnings not to be paid. Player’s complaint has been resolved successfully.
SlotsandCasino - Player’s winnings haven’t been rewarded.
Amount: $12,240
SlotsandCasino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.3
SlotsandCasino has a Safety Index of 7.3, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Dear sting454,
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.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Petronela
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3 years ago
Hi. I have requested the screen shots from the casino. Its in the letter I wrote them.
Like I said. The jackpot happened so quickly and the jackpot notification box only displayed JACKPOT briefly.
Unfortunately that's all I have.
They know something happened. The game ID #,s aren't in sequence. One is missing.
I am entitled to see the screenshots. They are also taking a very long time responding back to me. I send this email to them 3 times and haven't heard back. When I contact customer service via chat they tell me its under investigation.
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3 years ago
Thank you very much, sting454, for all the forwarded communication. As you stated correctly, we have to wait now for an update from the game provider.
I will extend the timer for 7 days and ask you kindly to keep me informed regarding any developments.
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3 years ago
Thank you very much, sting454, for the update. I will check back with you on Wednesday. Please be patient.
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3 years ago
Additional comments from the player:
"Hi Petronela, I received my winnings today. Its in my account. I new I wasn't crazy..lol
Can you cancel this complaint.
Thanks
Jay
sting454"
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3 years ago
I am delighted. As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, sting454, for your cooperation and confirmation, and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
