Star Casino IT - Player experiences payout issue with casino slot.

Ho effettuato 200 puntate di 0.50 cent alla Slot Gem Rush con relative vincite ma la Slot non mi ha pagato, e quindi mi son ritrovata 64 euro in meno circa. Ho già provveduto a contattare un operatore che non mi ha risolto il problema, dicendo altresì che non c'erano soluzioni né rimborsi . Vorrei il vostro aiuto per recuperare la somma. Grazie

Dear angeladm,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify how much money you won from the slot you played?

Have you noticed any discrepancy between the balance in your casino account and the results of the game?

Do you have any videos, screenshots or some other evidence confirming the issue with your game? If so, kindly send them here, or forward them to my email veronika.f@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Ho inviato per mail lo screenshot della giocata inerente l importo vinto e non accreditato dalla Slot. 60 euro precisamente

From the screenshot you sent me, it seems that you have not yet finished wagering your balance.

Could you please specify if you played with or without a bonus?

Also, kindly forward me the communication with the casino customer support regarding your problem at veronika.f@casino.guru. Thank you for your patience and cooperation.

Ho giocato con soldi reali. Non ho screenshot della conversazione con l operatore. Come dicevo anticipatamente e come si evince nello screnn a voi inviato, non mi è stato caricato il saldo di 60 euro vinti con la su citata Slot.

Could you please send me a screenshot of your transaction history from 13 January? We need to check if the bet was accepted and if the winnings were credited to your account.

Ok invio al suo indirizzo mail Veronika

Please request the casino to send you the gaming history from 13 January when the amount you won was allegedly not credited to your account. The gaming history should be in Excel format. When you receive it, please forward it to me at veronika.f@casino.guru. Thank you for your patience and cooperation.

Dear angeladm,

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.

Ho inoltrato in mail i movimenti del 13 gennaio afferente alla slot Gem Rush Starcasino. Resto in attesa. A.M.

Thank you very much, angeladm, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you angeladm for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Star Casino IT for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

Salve Peter, solo con la Slot Gem Rush ho riscontrato questo problema di mancato accredito della vincita 60 euro, per il resto mi trovo molto bene con Starcasino.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear angeladm, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!

Resto in attesa, grazie. A.M.

Dear angeladm, the casino representative has asked me to post the following reply:

Gentile Angela,

La contattiamo in merito alla problematica riscontrata sulla slot Gem Rush in data 13 Gennaio.

Dopo ulteriori verifiche, non possiamo far altro che confermare quanto era già stato comunicato dai nostri operatori.

Chiariamo che ha riscontrato la problematica soltanto sull'ultimo round giocato e non su tutti i round, come da sua indicazione.

Chiarito ciò, la giocata non completata correttamente è stata restituita come da termini e condizioni che riproponiano qui di seguito:

- in caso di funzionamento non corretto dell'hardware/software di gioco, tutte le puntate e i pagamenti vengono annullati e le puntate piazzate rimborsate. Potrà verificare lei stessa i termini alla nostra pagina di riferimento https://www.starcasino.it/informazioni/norme-di-utilizzo/

Certamente ci dispiace per l'inconveniente e le suggeriamo di contattarci tramite la nostra piattaforma per ulteriori chiarimenti.

Ringraziandola per la disponibilità, le porgiamo distinti saluti.

Dear angeladm,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.