The player from Brazil has experienced a technical glitch while wagering a promotional offer.
Vera&John Casino - Player has experienced technical glitch.
Black points: 32
Amount: 4,200 R$
Vera&John 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.
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
good afternoon my complaint refers to a game RALLOWEEN MULTI BOUS LEANDER provider has unfortunately been cleared of all existing bonuses in that game which I feel lezezed by attempts to remove one of these bonuses I have already made several complaints to the site but nothing has been resolved I hope that I do with that return or yes reset the amounts spent on this game because it is an indefinite appropriation because the zeroed amount exceeded 10 thousand reais contacted all the bonuses together there is no explanation that I would hope to provide quick and conclusive count with a response to the height of this provider or the responsible website
Automatic translation:
Public
Public
3 years ago
Dear Sergio,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please provide more information so I can understand the whole situation completely? Have you tried to communicate this issue with the casino?
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
Public
Public
3 years ago
Translation
first thank you for the rapids then this game as printe has 5 accumulative bonuses that were in the value each of them mentioned in the next one sent these values it takes on average 1 year to reach those values and as all users play to try to remove one of these accumulated and this generates a loss sometimes unreliable on Monday, the 30th of this, there was a technical defect the game crashed after requesting a fix for this defect the game went back to work but it came that way as printe all zeroed bonuses I contacted the casino support and the answer was no this defect was in their arcade and the provider had no way of replacing such bonuses so I was recommended because no game machine where it has accumulated starts with zero agrees and in addition I am playing to see if it comes from zero but does not come out as if a user picks up a line like this that appears to be reset, he will win what he feels like, just like the other users, I think it is a f high of respect and also an unreasonable appropriation because these values belong to the users they could at least put an approximate value of what existed I hope to have informed more or less what is happening and that the provider does things cleanly and fear that the casino have the responsibility to charge this provider an explanation of what happened obliged and I look forward to
Automatic translation:
Public
Public
3 years ago
Is there any relevant communication between you and the casino that you could forward to petronela.k@casino.guru?
Public
Public
3 years ago
Translation
yes I will send all the conversations between me and vera hope that the solution will be solved because that really is blameable the game remains zero even continuing to play since the defect I would like one of you to enter the casino with this game to check how it is please if I was going to play even with briancadeira or demo this was reset I had information that another site the game is normal with all active bonuses
Automatic translation:
Public
Public
3 years ago
Thank you, Sergio, for forwarding relevant communication. Do I understand correctly that the bonus features have been reset and you were compensated with a bonus from casino? Did you accept the offer? Looking forward to hearing from you.
Public
Public
3 years ago
Translation
YES THEY WILL CREDIT A 30 REAL BONUS WITH HOLLOUVER 40X PAYMENT LOOK AT THIS AND A JOKE HAS AN IDEA OF WHAT I LOST IN THIS GAME TO TAKE ONE OF THE AI BONUSES SUDDENLY THE PROVIDER GETS MONEY OF ALL THE BONUSES AND WORST STILL CONTINUES WITH THE SAME DEFEAT OR BE NO MORE BONUSES I WOULD HAVE TO ASK FOR PROVIDER TO TAKE DOWN THIS GAME BECAUSE IT HAS THE BONUS FIGURES BUT THE VALUES ARE IN DEFINITIVE ZERO BY TAKING OUT OF THE AIR BEFORE THE MORE USER COMPLAIN AND HOW MUCH MY COMPLAINT I AM WATCHING THAT I WANT TO SAY THAT BECAUSE I DIDN'T RECEIVE ANY IMAIL COFIRMING THAT I HAVE RASAO I WILL TRY TO PLAY THIS GAME IN VERA VEJAO TRY TO PLAY SO YOU WILL HAVE AN IDEA OF MY ANGER
Automatic translation:
Public
Public
3 years ago
Dear Sergio,
I’m sure you understand that I don’t work for Vera&John Casino, but as one of the Casino.Guru independent employees and professionals I’m trying to help you to resolve your problem.
I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
3 years ago
Hello Sergio.
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
Public
Public
3 years ago
Translation
good morning dear friend thank you all that has been done by me so far however i don't believe in any solution on the part of the casino because i tried all the ways and i don't know why but always favoring you normal what happened i believe that only you will have any solution i I don't know how the casino and provider parts work. I am sure the casino will be extremely responsible, transparent, excellent in strict compliance with rules, I just cannot understand how I think it is normal for a provider to redefine a game and keep the accumulated values. leave the zeroed bonuses for weeks until I would accept if I started from zero but they were accumulating again but there is simply no more accumulated I particularly think that the provider would have to be punished or to return the values improperly caught you tried to play the zeroes in the accumulated if not for please see this absurd but I count on you I believe in a solution if it is not with you I do not rest king as long as they don’t take action but I believe in a solution thanks for while
Automatic translation:
Public
Public
3 years ago
Translation
HI GOOD NIGHT I WOULD LIKE INFORMATION ABOUT MY COMPLAINT BECAUSE I NEED TO CONTINUE IN THE PROCESS I WOULD LIKE CONCRETE INFORMATION IF I WILL OR NOT HAVE A SOLUTION BECAUSE I HAVE A GREAT SOLUTION I WILL CONTINUE TO SEEK SO I WILL BE ABLE TO HAVE ANY WAY I WILL BE ABLE TO HAVE ANY OTHER WAY WITH GURU IN ORDER TO ADD TO A THANK YOU SOLUTION
Automatic translation:
Public
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3 years ago
Since we haven’t received any response from the casino regarding the issue (the casino has rejected to discuss public complaints), we are forced to close the complaint as ‘unresolved’.
The casino can reopen this complaint anytime.
Dear Sergio.
I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.
Best regards, Jozef
Casino.Guru
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