Casinia Casino - Бонусні виграші гравця не були зараховані.

Hello,

I lost over €1300 within 3 days, and then when I received the bonus wheel, I got an error message with Code 211. I contacted around 30 staff members with photos, and they all advised me to clear my cache, saying it was an issue on my end. I tried on different devices, but encountered the same issue everywhere. Then, on June 22nd, suddenly every two games I played worked and my bonus was displayed: 2 x Mini, just over €10. However, the winnings are still missing up to now. I sent numerous emails and messages, but received no meaningful response except being told to wait and clear my cache. Now they say there is no technical issue, but when I access one specific game, it says "something went wrong" and doesn’t show any image. What kind of operation is this... it's outrageous.

Hallo,

Habe innerhalb 3 Tage über 1300€ verloren,dann gingen als ich das bonusrad bekam, eine Fehlermeldung Code 211 an, ich schrieb mit Foto bestimmt 30 Mitarbeitern,alle schrieben,charcher löschen,es würde bei mir liegen..ich habe es an verschiedene Geräte versucht,überall das gleiche..dann am 22.6 ging aufeinander alle 2 spiele wieder und zeigte mir mein Bonus auch,,2 x Mini.. etwas über 10€ ,,aber der Gewinn lässt auf sich warten, bis jetzt...ich schrieb und schrieb,schreibte Emails.nichts..nur auf warten und chatchwr löschen,jetzt heisst es aufeinander,, es würde kein technischer fehler geben..aber wenn ich auf das eine spiel gehe,heisst es ..es ist was schief gelaufen und zeigt mir kein bild an...was ist das für ein laden...eine frechheit

Dear Annett13,

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 with the exact time of the incident along with any relevant communication to veronika.l@casino.guru?

Meanwhile, please check our article explaining "How slot machines are 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.

Best regards,

Veronika

Hello, I sent screenshots via email

Hallo,Habe Screenshots geschickt über email

Thank you for the screenshots. On the picture with your laptop, there is an error message showing that you are connecting from a country the game does not accept wagers from. Have you been able to play the game 9 Blazing Diamonds WOWPOT with real money before, or have you been unable to make any spin at all?

Hello, but on June 22nd I was able to open the game and got 10.12€. But it hasn't been written up yet..

Hallo,,doch am 22.6 konnte ich das Spiel öffnen,bekam 10,12€. Aber bis heute nicht gut geschrieben..

Do you have any emails or chat transcripts with the communication between you and the casino regarding the technical issues you are facing?

Have you noticed if the balance was deducted from your account when you placed a bet and then got disconnected from a game? Do you see these bets in your gaming history? At this moment, we would need your entire gaming history in Excel format to check if the bets with technical errors were accepted or not. If they were not accepted, you did not win or lose.

Technical issues are typically caused by some error on the side of the player or the game provider. The best solution would be to contact the game provider directly or contact the licensing authority.

Hello, OK, I'll try to send it with the history. I write to the live chat every other day and ask...they keep saying that it can take a while and that it's up to the technical department...

Hallo,,ok ich versuche das mit dem Verlauf zuschicken. Ich schreibe jeden 2 Tag mit dem live chat und frage nach..es heisst immer wieder das es dauern kann und bei den technischer Abteilung liegt..

Have you received your gaming history from the casino yet? Please let me know.

Dear Annett13,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.