Caxino Casino - Гравець зазнав технічних збоїв.

A malfunction resulted in my winnings not being paid, as a result I have been awarded €50 for inconvenience, however my winnings would have been far more!

Additional comments from the player:

"A malfunction caused the game to freeze and the number which I was covering played when I looked back through the history! Because of the malfunction I never received my winnings even though it charged me for the spin, and the casino stated they are void of responsibility in paying me what I owe them! Terrible customer service and a laughable mitigation of 50 euros was allocated for my damages! Horrendous! The casino must be struggling financially if they can’t cover their bets!"

Dear Daithib93,

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, ideally videos, along with your game history to petronela.k@casino.guru?

I have checked carefully all the forwarded communication and would like to warn you that since the casino has ran a thorough investigation and compensated you as a goodwill gesture, I’m afraid we won’t be able to help you more with this case.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Daithib93,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Additional comments from the player:

"Dear Petronela,

Find enclosed my game history procured from the casino, also attached is the screen shot of the numbers that played during the malfunction. Just because they have investigated doesn’t mean it’s right, as there is clear evidence to suggest otherwise.

Since we last spoke I have removed myself from the casino as I submitted a complaint after they contacted me at an unruly hour of the morning (4am) with a promotion.

Your help would be greatly appreciated"

Dear Daithib93,

Thank you very much for forwarding the screenshot. I’ve seen it already. I would like to ask you for a supporting evidence that you have had an active bet on number 17. Please understand, that it is very difficult for me to proceed with this case without supporting evidence and with your account now being closed as per your request.

Please let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint. Thank you.

I have forwarded on the documents as requested

Thank you, Daithib, for your game history. Unfortunately, I still don’t have any supporting evidence that you have placed €20 on a straight up of number 17, and it wasn’t paid.

Please, if you come across any kind of proof, do not hesitate to contact me and we can reopen this complaint anytime. Let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint. I really wish I were of more help. Thank you.

Dear Daithib,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Dear Daithib,

Please understand, that it is very difficult for us to proceed with this case without supporting evidence. We would like to help you, but it’s impossible for us at this time. Please, if you come across any kind of proof, do not hesitate to contact us and we can reopen this complaint anytime.