The player from Germany expressed frustrations with a casino game, Temple Tumble, claiming it had been altered, leading to frequent losses and difficulty entering bonus rounds. Despite multiple inquiries and requests for support, he felt ignored and without help, while being unable to provide proof of his claims. The Complaints Team regretted to inform him that the case was rejected due to the player's lack of response to requests for additional information, which prevented further investigation. The player retained the option to reopen the complaint in the future if he chose to resume communication.
Snatch Casino - Player reports irregularities in game mechanics.
Amount: €2,000
Snatch Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
Public
Public
2 months ago
Translation
What I'm writing to you now is true. I am desperate, depressed, sad, and hopeless. I'm not being listened to, I receive no support, I'm not believed, I am ignored, and I don't receive any help.
I lose my money every day because of the game Temple Tumble, as it has been altered.
I've been playing this game for months and know its patterns well. You used to get into the bonus round frequently and win medium to high amounts often, which made it fun. Of course, there were peculiar things, like after any bonus round or a high win, you wouldn't get anything for the next 10-20 rounds.
It started 3 weeks ago when I couldn't play the game for 2-3 days. When I inquired via live chat, the replies were varied - technical problems, my fault, or browser issues. They couldn't or wouldn't tell me the actual cause.
Once the game started working again, it was clear to me that it had been changed. It's now hard to get into bonus rounds, winnings are only small amounts, and there are phases where nothing hits for 30-40 rounds. There are often instances where just one block is left, and the blocks fall so spectacularly poorly that it can't be random. Since that day, I haven't won a large amount, rarely enter bonus rounds, and lose my money every day. If the casinos would look at my game history, they would see something is not right. But as I said, no help is given, and the blame is always placed on the server. They ask for a screenshot as proof, which is impossible to provide. I can't compete against the casino, so I'm asking you for help.
Automatic translation:
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2 months ago
Dear Andi02,
Thank you very much for submitting your complaint. I’m sorry to hear about the distressing experience you've had with the game Temple Tumble and the challenges you've faced in receiving support from the casino.
To better understand the situation and investigate the issue further, could you please provide some additional information on the following points:
- Have you noticed any other changes in your overall gameplay experience aside from Temple Tumble? This could help us determine if the issue is related to the game itself or other factors.
- When you contacted the casino's support team, did they provide any specific explanations or responses about the alleged changes in the game’s behavior?
- Were you given any troubleshooting steps (such as clearing browser cache, changing devices, etc.)? If yes, did you follow them, and did they help in any way?
- Can you share any correspondence with the casino, particularly any discussions you had with them about technical issues or changes in gameplay patterns?
Your cooperation in providing these details is crucial for us to proceed with your complaint and help investigate the matter further. Without your input and evidence, we may not be able to move forward in resolving this case.
Please feel free to forward any relevant communication or documentation 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
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2 months ago
Dear Andi02,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 month ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
