Unibet Casino - Player’s winnings are stuck in a game.

My winnings (max win) are stuck in the bonus game.

The problem occurred on May 06, 2024, at approximately 16:00 CET.

After 2 weeks, the casino does not provide me with any information other than text requests that I need to wait until the provider’s investigation is completed.

When asked to send more details about what is happening, the casino reports that everything they tell me in the chat is all they have.

I want my money back that I won in this round.

Attached to this case are photos, videos, screenshots and pdf files of correspondence with the casino.

The following is a detailed description of how this happened:

Game: RoadKill (By Nolimit City)

Currency: PLN

Last recorded amount (win): 11084,15 Zl

How the problem started: 

I played with the 1 zl bet. The bonus game has started. During the bonus game, after the end of the spin inside the bonus game (after paying out for every 1-3 bonus spin), the game was interrupted with the message "oops. something went wrong...". I reloaded the web page and the error repeated itself, more and more often, after 1-3 every spin inside bonus game. and as a result, reloading page stopped helping at the moment of the last spin before max win. 

I tried to solve the problem myself, following the instructions on the casino website (clearing cookies, logging in from other devices and other browsers) - it did not help.

I also went to the rounds history menu - the round with max win was not displayed (as if it didn’t exist).

The list also included 1 unfinished round of another No Limit City game - which actually ends if you go into it. But it appears again and again in the list of unfinished round.

After a few days, when logging into the RoadKill game, there are no longer any errors and you can play the same way as before. My frozen max win round just disappeared.

The following is additional information:

The casino confirms that a similar problem is not the only case.

The rest of the time, all games work as usual.

Please help me get my winnings.

Dear verdealk,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Unibet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly the game round from 3:22 May 6th no longer appears as pending completion?
• Were you able to identify the result of the game round result, yourself, or with the help of support?
• Was your game made with or without promotional money?

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

Best regards,

Tomas

Dear Tomas,

Thanks for the quick response.

Here are the answers to your questions:

Do I understand correctly the game round from 3:22 May 6th no longer appears as pending completion?

- The round where the Roadkill game with win is not displayed in the round history. For the first 2 days I could go back to the slot itself and see the glitch over and over again. However, after all this disappeared and now the slot functions as before, but the money is gone.

Round 03:22 May 6 (Benji Killed in Vegas) - this is another game from the Nolimit City game provider. For some reason this round got stuck in the round history. I think these may be interconnected phenomena.

Were you able to identify the result of the game round result, yourself, or with the help of support?

- I determined the result myself. The game has already displayed the amount of 11084,15 zl in the game payout field. The game has a max win of 11091x. The last displayed spin guarantees a payout up to this amount.

Was your game made with or without promotional money?

- The game was played with my real money without using any bonuses.

_________________________________________________________________________

I also ask you to write your email address so that I can send you a video of what it looked like at the time of the incident. (I cannot attach the video to the complaint because it exceeds the allowed file size).

Best regards,

verdealk

My email is tomas@casino.guru

I'll await your message.

thanks for the contact.

I have already sent you an email with additional materials (video) attached.

Dear CasinoGuru team,

Please close this topic as resolved positively.

The casino returned the funds to my account. In addition, the casino also provided me with a generous bonus as compensation.

My confidence in the Unibet company has increased greatly.

Best regards,

verdealk

Dear verdealk,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru