The player from Germany had faced a technical issue while playing Book of Ra Magic, which had resulted in interrupted gameplay and an eventual loss of around €60. We had asked the player to provide supporting evidence, such as game history or relevant screenshots, to further investigate the issue. However, despite extending the response time by 7 days, the player had failed to respond. Consequently, we had to reject the complaint due to a lack of sufficient information to proceed with the case.
StarGames Casino - Player experiences technical issues resulting in lost balance.
Amount: €60
StarGames Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
10 months ago
Public
Public
11 months ago
Translation
I was playing Book of Ra Magic two days ago. Right after obtaining some free spins, my connection to the server was interrupted and a message appeared saying the connection would be restored. After 10 seconds an error message briefly appeared, and I was redirected to the homepage. I tried to restart the game for half an hour but it wouldn't work. Then all of a sudden, my balance was 7.60 Euros. I still couldn't start the game though. I played a short round of Book of the Fallen, then Book of Ra Magic started working again, but my balance, which was around 60 Euros, had been wiped out. Hmm!!! I deposited quite a lot of money, more than I usually would, only to encounter this issue. I would appreciate your attention to this matter. Regards, dimibled@gmail.com.
Automatic translation:
Public
Public
11 months ago
Dear dimibled,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication or screenshots along with your game history to petronela.k@casino.guru?
Meanwhile, please check our article explaining "How slot machines are 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 cooperation and understanding.
Best regards,
Petronela
Public
Public
11 months ago
Translation
I wrote to support. And wrote to him when and where I played. He then simply ended the chat. ☹️
Automatic translation:
Public
Public
11 months ago
I'm sorry to hear that but please understand that without any supporting evidence, we can't proceed with this case. Could you please download or request your game history? Have you saved any relevant screenshots?
Public
Public
11 months ago
Dear dimibled,
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.
Public
Public
10 months 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.
