The player from Germany experienced a recurring software error on Slotuna's game 'first person blackjack gold saloon', which led to a balance of 0 despite winning when going all in. This issue resulted in a loss of approximately 450 EURO over six occurrences in the past month, and despite repeated attempts to contact support, the player received no updates. We extended the response time to allow the player to provide additional evidence, but after receiving no further communication, the complaint was rejected due to a lack of information to investigate the issue.
Slotuna Casino - Player is experiencing a software error.
Amount: €450
Slotuna Casino
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
Public
Public
2 months ago
Translation
Hello,
On the site slotuna.com, there is a software error in their game 'first person blackjack gold saloon'. This issue occurs when a player who is all in wins, but their balance is still set to 0.
This happens either when you go all in on a hand and use the 'cash out' function before the cards are played, or when a player is all in and hits blackjack. In both cases, the player’s balance is set to 0 despite winning.
This exact situation has happened to me a total of 6 times in the past month, resulting in an overall loss of approximately 450 EURO that should have been credited to my balance.
I have contacted Slotuna’s support numerous times, but I keep being reassured and told to wait for an email response from support. Since this has been going on for almost an entire month without any change, I’m starting to suspect the casino is exploiting my helplessness, hoping I will give up so they can keep the money I lost.
I am trying this route now because Slotuna’s support has obviously been stalling for weeks without any explanation or updates.
I hope to find a way to resolve this matter promptly.
Thank you in advance, I am looking forward to your response.
Automatic translation:
Public
Public
2 months ago
Dear Floewwww,
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.f@casino.guru? Have you stopped playing right after you found out about the problem?
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
Public
Public
2 months ago
Translation
Hello,
This is all the data I have saved for each case, including dates, times and betids of the incidents:
25th or 26th of December 2024
Game name: gold saloon first person blackjack
Provider:evolution
Times: 16:30:05&14:54:47
Bet amount: €100.49 & €70.80
Win amount: €44.71 & €38.23
Betid: 66982886129 & 66953546725
11.01.25
Game name: gold saloon first person blackjack
Provider:evolution
Times: 11:42:29
Bet amount: 15.75
Win amount: 39,37€
Betid: 73233017641
15.01.25
Game name: gold saloon first person blackjack
Provider:evolution
Times: 15:29:10
Bet amount: 20.15€
Win amount: 45.37€
Betid: 75241568537
17.01.25
Game name: gold saloon first person blackjack
Provider:evolution
Times: 16:16:00
Bet amount: 100.93€
Win amount: 227.32
Balance before bet: 100.93€
Betid: 76060985701
In addition, in one of the incidents I contacted Evolution Gaming support directly, who assigned me the attached case number (this case was also never resolved):
19:00:01 05.12.25 50.9€bet win: ~80€:
SD-4683488
Best regards
Automatic translation:
Public
Public
2 months ago
Thank you for your response. Based on the data you provided, I can't conclude that you haven’t received any winnings. The logs show both the bet amounts and win amounts for each of your bets, and there is no clear evidence of an error.
Do you have any additional evidence that could help clarify the issue? For example, a video recording of your gameplay?
Looking forward to your reply.
