The player from Austria has experienced a technical glitch while playing. We ended up closing the complaint as unresolved because we haven't received any statement from the casino that would clear up the situation.
Zodiacbet Casino - Player has experienced a technical glitch.
Black points: 861
Amount: €2,400
Zodiacbet Casino
Safety Index:Very lowSafety Index
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0.0
Zodiacbet Casino has a Safety Index of 0, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
Insufficient evidence from casino
UNRESOLVED
Case summary
3 years ago
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3 years ago
Translation
Around € 2400 was won on purchased free spins from Great Rhino Megaways. After the free spins a technical problem occurred and the game had to be restarted. However, the winnings were not credited to the player's account. LiveChat was informed immediately and the link to repeat the win was sent. Again and again the answer comes that the problem lies with the technical department and that I will be informed as soon as there is a solution.
The same thing happened with bought free spins at Madame Destany Megaways: Free spins bought for 280 €, please restart the game. Restarted the game, withdrew € 240 and never got free spins.
Since March 31 no update despite repeated (almost daily) demand.
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3 years ago
Dear Sarah,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history along with any relevant communication to petronela.k@casino.guru?
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.
Could you please clarify if these Free Spins have been purchased as bonus feature or rewarded as Free Bonus to you?
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Petronela
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3 years ago
Translation
Hello,
was sent by email.
Free spins have been purchased and no bonus has ever been claimed from the casino.
Thanks!
Edited
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3 years ago
Thank you very much, Sarah, for providing all the necessary information via email. I will now transfer your complaint to my colleague Peter 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.
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3 years ago
Hi Sarah,
I looked at your case and emails and understand the situation. I will contact the casino and see if I can help. I would like to invite Zodiacbet Casino to the conversation to participate in the resolution of this complaint.
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3 years ago
Hi, CasinoGuru representatives & Sarah,
We are sorry that your experience with Zodiacbet didn't quite match your expectations.
The speed of handling customer queries via any communication channels is quite fast, but, naturally, some cases require more technical time to be responded to, especially when the issue is not fully with us.
As per our investigation and detailed check, we would like to say that we are still waiting for an update from the casino game provider In order to better understand the situation/issue with the missing winnings from the player's account at Zodiacbet.
We also like to ensure you that, everyone in the Zodiacbet casino team is informed and once we have a resolution of our case, we'll make sure to update you via email immediately.
Once again, we would like to thank you for your patience and understanding.
Hope you will find this informative.
Warmest Regards,
The Zodiacbet Casino Team
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3 years ago
Translation
Hello,
meanwhile I have neither understanding nor patience.
I can no longer believe the excuse that the problem lies with the provider, because despite my request and inquiry I have not received any email history or anything else between ZodiacBet and the provider.
So I very much doubt the answer from ZodiacBet.
The problem occurred on March 31, 2021 and on April 22. Can't I still be offered a solution or a goodwill solution?
For me completely incomprehensible.
I FINALLY want to be offered a fair solution!
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3 years ago
Hi all,
Thank you for your replies.
Dear Sarah,
When it comes to technical issues with games, in most cases the problem is on the side of the game provider. From my experience, it takes quite a long time to get a report from a game provider. However, since it has been over 3 weeks, I would like to ask the Zodiacbet Casino Team to try to urge the game provider and possibly speed up the process.
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3 years ago
Hi CasinoGuru representatives,
Thanks for the reply.
All the departments are informed and we are waiting for an update from the game provider. As soon as we have one, we'll immediately let you guys know.
Kindest Regards,
The ZodiacBet Casino Team
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3 years ago
We would like to ask Zodiacbet Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.
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3 years ago
Translation
I have also been receiving since 03.05. no more reply to my emails.
I think that's a shame, because even if the error cannot be fixed, the casino should at least stand by it and offer a goodwill solution.
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3 years ago
Hi Sarah,
I’m afraid we can't make any progress without a statement from the casino. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, it may help speed up the whole process. If the casino provides the statement, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. A licensing authority has better options and tools to help players. I wish I could be of more help.
Best regards,
Peter
