The player from Germany encountered a software glitch, when his winnings from a game weren't credited. We closed the complaint because the player stopped responding.
SlotsPalace Casino - Player's winnings weren't credited.
Amount: €2,850
SlotsPalace Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Hello,
After winning around €2850 on free spins with Lucky Pharaoh, the amount was not credited to me. I have provided any information that was necessary.
Strangely enough, I can't see the gameplay in the game itself. On other games I can view the game history.
I played between 3:30 a.m. and up.
Customer service says everything is fine, but it isn't.
With things like deleting browser data, using google chrome, clearing the cache, using a pc, etc. I've tried everything. Unfortunately without success.
Please help me. Attached is the conversation to date with slotspalace.com .
Best regards
Automatic translation:
Public
Public
1 year ago
Dear patrick81n,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward your game history to tomas@casino.guru? Please highlight the exact time of the incident.
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.
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,
Tomas
Public
Public
1 year ago
Translation
Hello Tomas,
Attached are the screenshots of the gameplay.
It's about the bet with transaction id: --id sent to tomas@casino.guru—which was made at 3:58 am. The profit from this bet was not credited to me!
Since I had received a lot of free spins, the next bet was only placed 14 minutes later.
At Lucky Pharaoh, the course of the game always alternates between a bet and a win. Or the result of the bet is always displayed immediately below. But not in this case.
I can't see the gameplay in the game itself. The LOADING HISTORY display appears, but nothing happens.
ps: the documents have been emailed to tomas@ casino. guru sent.
Best regards
Patrick
Automatic translation:
Public
Public
1 year ago
Thanks for your email.
From the screenshot, it's apparent the amount of the bet wasn't subtracted and your overall balance wasn't changed as a result.
I'm truly sorry, patrick81n, but if the winnings are not visible on the game history I'm afraid we won't be able to help you. Please understand that we stand no chance of confronting the casino without any supporting evidence.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
