The player from Spain had purchased two bonuses worth €7000 each, but the game froze and the amounts were deducted without play. Despite having sent screenshots and contacted support on August 13th, he had not received a response and only heard that an investigation was ongoing. The issue was reviewed, but it was determined that the features purchased were lost as part of regular gameplay, and the player was advised to contact the game provider directly for further investigation. Consequently, the complaint was rejected.
SlotsVil Casino - Player's funds are confiscated due to a game issue.
Amount: €14,000
SlotsVil Casino
Safety Index:LowSafety Index
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3.7
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
2 months ago
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2 months ago
Translation
I purchased 2 bonuses in a casino game worth €7000 each, and they weren't played. The screen froze, and the amounts were deducted from my balance.
I sent the screenshots with the bet IDs to support on August 13th, and I still haven't received a response.
After contacting live chat multiple times, the only information they give me is that the department is investigating it.
Automatic translation:
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2 months ago
Dear Elsabiiio27,
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 with the exact time of the incident along with any relevant communication to veronika.l@casino.guru? Have you stopped playing right after 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,
Veronika
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2 months ago
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I have sent you all the information by email.
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2 months ago
I'm sorry, but the screenshots you sent me are not sufficient to prove that your issue is related to SlotsVil Casino and that your bonus purchases failed. I would need a more detailed screenshot of your bonus history in your casino profile. Additionally, if you have saved any communications with customer support (chat transcripts, screenshots, emails), please forward them to me at veronika.l@casino.guru. Thank you for your understanding and cooperation.
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2 months ago
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Hi Veronika, I have sent you more evidence by email in case it can be of help to us.
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2 months ago
Please request the casino to send you your gaming history in Excel format from July 30 when the glitch happened, and then forward it to me at veronika.l@casino.guru. From the screenshots you sent me, it is impossible to determine if the spins were handled correctly or incorrectly.
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2 months ago
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I have sent you the information by email, although the casino does not give me the history in Excel after having contacted them through live chat and by email.
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2 months ago
Thank you for your email.
After thoroughly reviewing the screenshots you provided us with, it appears that the features you purchased were simply lost as part of regular gameplay. Please keep in mind that if the screen froze during play, it could have been due to a technical issue on your end or possibly with the casino, but the game was completed on the server. The result you see is the final outcome taken from the server.
Unfortunately, we are unable to provide further assistance in this case. If you believe you have been unfairly treated, I would recommend contacting the game provider of 3 Hot Chillies directly for further investigation. However, we do not mediate communication with game providers.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards
Veronika
