The player's game got stuck and his win was not accumulated. The complaint was closed based on the player's request.
Vistabet Casino - The player's game got stuck.
Amount: €20
Vistabet Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
1 year ago
Public
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2 years ago
Translation
During the bonus spins in the game 'Tsai shen's gift', the game got stuck and gave an error message prompting to restart the game. When I restarted the game, it did not continue from where it got stuck, resulting in the loss of the profit from the bonus which, until that moment, was €19.5 (this is the sum of the amounts clearly visible in the screen shot that I took the moment it stuck and which I am attaching). The casino refuses to pay me the profit until then. The amount is small, of course, but the behavior of the casino and the support team is unacceptable.
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2 years ago
Hello xxsa321,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vistabet Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if the spin is visible in your game history? Did you try to contact the game provider directly to find out whether the spin was a winning one or not?
When exactly did this issue occur?
Looking forward to your answer.
Regards,
Nick
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2 years ago
Translation
Hello Niko and thanks for your reply.
What is shown in the history is the time I won the bonus amounts. When playing the bonus the game got stuck with two spins left (as shown in the screenshot) prompting me to start the game again. Right after that it shows the time I re-entered the game to continue it (theoretically from where it was stuck). But it didn't continue from that point. In the history it is clearly seen that no amount resulting from the bonus has been added (I can also send you a relevant screenshot).
I have not contacted the provider nor do I know how this can be done.
I think it's pretty obvious what happened based on the screenshot I took at the time and I can't understand how Vistabet is treating it like this (even though the amount is ridiculous).
Thanks for your interest
Christos
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2 years ago
Hello xxsa321,
Can you please provide all the evidences to nikolas.b@casino.guru to have it all on 1 place?
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2 years ago
Dear xxsa321,
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.
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2 years ago
Translation
Hello
I don't see any interest from the casino to respond, so what's the point of further dealing with the matter? Nevertheless, I am sending you again (to your email) the screenshot which clearly shows the moment when the game got stuck. I repeat that upon restarting the game, it did not continue from where it was stuck but as if this bonus had not been given. And neither does the transaction history seem to have given any amount since the execution of this bonus. But don't bother anymore, since this casino is disrespecting the subject as well as its customers. Thanks
Edited
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