The player from Germany faced technical issues with the game 'Fair in The Hole 2' on the casino's website. The game functioned sluggishly, and the player considered legal action due to this malfunction. We informed the player that the casino was not responsible for such technical issues as they were caused by the game provider. The player was advised to contact the game provider directly to resolve the issue. The complaint was rejected as it was not related to the casino.
WestCasino - Player encounters game malfunction.
Amount: €60,000
WestCasino
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
Unjustified complaint
REJECTED
Case summary
3 months ago
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4 months ago
Translation
Dear Casinoguru Team,
I'm experiencing an issue with the game Fair in The Hole 2. I had reached the bonus game, but even before the bonus game began, the program was functioning sluggishly. I have taken several screenshots whenever the program would break down, which I am sending along with.
Initially, I was inclined to ask for a refund of my bet, which was 1 Euro.
The stated reason for the malfunction, apparently, was a memory issue.
I'm also considering taking legal action regarding this issue. I kindly request your support in this matter. Thank you!!
Automatic translation:
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4 months ago
Dear altenhofeugen15,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history in Excel format to nikolas.b@casino.guru? Please advise the exact time of the incident.
Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-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 understanding.
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3 months ago
Dear altenhofeugen15,
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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3 months ago
Translation
Hello! I wrote an email over a week ago. Didn't it arrive?
Automatic translation:
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3 months ago
Dear altenhofeugen15,
The casino is not responsible for such technical issues as they only offer the games to play from the providers. We have currently received other complaints regarding the same issue but in a different casino so it is not related directly to WestCasino. I would recommend you to contact the game provider of the game directly to resolve this matter as the casino has no other information as your betting log.
Is there anything else we could assist you with?
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3 months ago
Translation
I have no way of contacting the provider. That's not a fair decision! In the middle of the bonus game and I get one euro back. And I still have to play through this 1 euro 40 times. Unbelievable. At least give me a direction or email address of the provider. Thanks!
Automatic translation:
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3 months ago
Das Casino hat in AGB stehen, dass die eine faire Lösung für in solchen Fällen gefunden wird!
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3 months ago
Dear altenhofeugen15,
Unfortunately, as explained above, it is not the casino's fault but the game provider as it happen in multiple casinos. We can't enforce them to do anything regarding the balance as it is not up to them.
We will be now forced to reject the complaint as it is not casino related.
Best regards,
Nick
