The player from Italy experienced a technical glitch that doesn’t allow her to continue playing. The casino refunded the lost amount and the complaint is resolved.
ZetCasino - Player has experienced a technical glitch.
Amount: €130
ZetCasino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
From January 5th, 2021, the Legend of Cleopatra megaways slot I was playing on suddenly froze during a session where I was winning 130 euros. The sentence that comes out from that moment is always the same "Server error, please re-load the game". I was playing 1 euro bet.
No one has ever helped me. They say they don't find any errors but when I try to access the game I still find the session open with the winnings that I can't take.
In addition, all games related to this slot have been deleted from my game history. There is an error and it is obvious. I ask for help and possibly a refund. 
Automatic translation:
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3 years ago
Dear Jessica,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you tried clearing your cache & cookies, and launching the game again? Have you experienced similar difficulties with any other games?
Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru?
Looking forward to hearing from you.
Best regards,
Kristina
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3 years ago
Translation
I have tried all the solutions that you have proposed to me and which are the same as the casino support. I've been writing to them in live chat for weeks and they don't find any problems but the problem is there and I can't redeem my winnings. Only on that slot I have problems because it is the only one I have played the most.
Latest emails from the casino:
Dear Jessica,
Thank you for contacting our ZetCasino support team.
The technical department has checked the games and they are running without any complaints.
I'm sorry but the investigation has ended and we haven't found any missing winnings.
If you have any further questions, please do not hesitate to contact us via email support@zetcasino.com or via Live Chat.
Wishes,
ZetCasino.com Team
Hi Jessica,
Thank you for contacting our support!
We kindly ask you to delete the cache and cookies of your device and restart the system. And if he has the chance to try another device.
If you have any further questions or requests, please feel free to contact us by email or via Live Chat.
Best regards,
Zetcasino.com
Dear Jessica,
Thank you for contacting our support!
We hereby recommend that you try another Internet browser or desktop computer.
If you have any further questions or requests, please feel free to contact us by email or via Live Chat.
Best regards,
Zetcasino.com
Automatic translation:
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3 years ago
Thank you very much Jessica for your reply. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
Hello Jessica!
From now on, I will be taking care of your complaint. I would like to invite Zet Casino to join this discussion and help us resolve the issue.
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