Sportaza Casino - Player’s game had technical issue and no refund.

Hello. I was playing in the cash crab and I made a 50 euro attempt. (bet id: 222.70737421) And even though I grabbed the ball it was stuck in the claw and never ell into the hole so I can receive my prize! The live chat understood that it was a technical issue obviously and told me they would fix it. Nevertheless they did not give me my money back and they said they would give me another attempt which they also did not give. Then the live agents would just start closing the chat without telling me anything and I could not communicate with them any more! I can provide you a screenshot of the ball being stuck in the claw even though they saw it and admitted the mistake... the dispute was because they would give me an attempt and not my money. And even if I accepted the attempt.. Its not working!!!

Dear themthem,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history in Excel format to nikolas.b@casino.guru? Please advise 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.

Καλησπερα, σας εστειλα 3 φωτογραφιες. Η μια απο αυτη ειναι η μπαλα που εχει κολλησει στο μηχανημα και οι αλλες 2 ειναι απο την συνομιλια μου που ο εκπροσωπος μου λεει πως μου εχει βαλει μια προσπαθεια ακομα ενω αυτη η προσπαθεια δεν φαινεται πουθενα. Το περιστατικο εγινε χθες το βραδυ 4am-5am ωρα ελλαδος.

Dear themthem,

Unfortunately, such screenshots does not serve as relevant evidence. Would it be possible to forward your betting history from the time the issue occurred?

Φυσικά και μπορώ να σας στείλω ιστορικό στοιχημάτων. Παρ όλα αυτά μπορείτε απλά να προσκαλέσετε το καζίνο στη συνομιλία για να σας εξηγήσει πως όντως ήταν τεχνικό λάθος, γιατί στη ζωντανή συνομιλία το αποδείχτηκαν πως ήταν λάθος τους! Οπότε μπορούν να σας το επιβεβαιωσουν εδώ πέρα. Σας έστειλα το στιγμιότυπο με αναλυτική την προσπάθεια που κόλλησε η μπάλα.

Dear themthem,

Based on the betting history, no error occurred and the betting history seems fine. Is there any evidence that the casino confirmed the error to you?

Please understand that based on the screenshot that the game got stuck we can do nothing as such errors may occur due multiple factors like game provider issues, connection i.e.

Σας εστειλα screenshot που το αποδεχτηκαν και καταλαβαν οτι ειχαν λαθος. Ηταν στη ζωντανη συνομιλια. Το προβλημα ειναι οτι μου λενε πως μου εβαλαν μια παραπανω προσπαθεια ενω δεν μυο την εβαλαν. Δηλαδη το ξερουν πως την δικαιουμε, αλλιως δεν θα μου το λεγανε στο live chat. Αν τους ρωτησετε το ιδιο θα σας πουν, απλα εγω περα απο αυθτα δεν μπορω να βγαλω ακρη μαζι τους. Ευχαριστω

Dear themthem,

Can you please clarify from which e-mail address did you forward it as I could not locate any e-mail from you regarding the communication with the casino.

I sent you again the email. It has a screenshot of the live vhat where they tell me they add me a new attempt for the game (since the claw machine was broken). Check it please, this proves that they understand their mistake, I just cannot see the attempt the live agent tells me he gave me.

Dear themthem,

To summarize - your bet got stuck and the 50€ got deducted for the bet and the casino promised to give you an additional spin.

Just to be sure - didn't you get your 50€ back for the bet? What would be the value of the bet given by the casino?

Μάλιστα. Το θέσατε πολύ σωστά. Το στοίχημα μου κόλλησε και τα 50 ευρώ αφαιρέθηκαν απ τον λογαριασμό μου. Έπειτα στη ζωντανή συνομιλία μου είπαν ότι θα μου δώσουν μια ακόμα περιστροφή αξίας 50 ευρώ την οποία δεν έδωσαν ποτέ!

Όχι δεν πήρα τα 50 ευρώ μου πίσω, ούτε κάποια περιστροφή αξίας 50 ευρώ. Η αξία του στοιχήματος σύμφωνα με το καζίνο ήταν 50 ευρώ. Παρακαλώ ότι άλλο θέλετε να ξέρετε πείτε μου.

Thank you themthem for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello themthem,

I'm Michal, and I have taken over your complaint. I have reviewed your case and there was indeed a technical error. I will contact the casino to shed more light on this matter.

We would like to invite Sportaza Casino to join the conversation.

Dear Sportaza Casino,

We understand that no system is perfect and that occasional errors may arise. Could you please provide clarification regarding the status of the €50 bet refund for the player? Your assistance in resolving this matter would be greatly appreciated.

Dear All,

Thank you for contacting us.

Please be informed, that we have reviewed the case and added 50 EUR to the customer's balance

Kind regards,

Sportaza team

Thank you for the response and for crediting the €50 to the player's balance, Sportaza team.

Dear themthem,

As per the response from the Sportaza team, the €50 has been credited to your balance. Kindly confirm receipt of this amount so that we may regard your complaint as resolved.

Σας ευχαριστώ πολύ που συνεισφέρατε στην επίλυση αυτής της υπόθεσης. Τα 50 ευρώ πιστωθηκαν στον λογαριασμό μου, μπορείτε να κλείσετε το παράπονο.

Dear themthem,

Thank you for the confirmation.

With the complainant's confirmation, we consider this issue successfully addressed/resolved. We will now mark it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru