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I played Wild Piranha slot game on Powbet.com site. When I made an approximate profit of €200 with free spins, the game crashed constantly. After I was able to log back in, the win was displayed but not credited to my account.

Mails, live chat etc. are answered insufficiently or not at all. My game history shows that the bet was made.

I expect a quick solution from the casino and a credit of my winnings.

Ich habe auf der Seite Powbet.com das Automatenspiel "Wild Piranha" gespielt. Als ich mit Freespins einen ungefähren Gewinn i.H.v. 200 € erspielt habe, stürzte das Spiel permanent ab. Nachdem ich mich wieder anmelden konnte, wurde der Gewinn zwar angezeigt, aber meinem Konto nicht gutgeschrieben.

Mails, Livechat etc. werden unzureichend bis gar nicht beantwortet. In meinem Spielverlauf ist ersichtlich, dass der Einsatz getätigt wurde.

Ich erwarte von dem Casino eine schnelle Lösung und eine Gutschrift meines Gewinns.

Dear Paninchen,

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 to petronela.k@casino.guru? Please advise the exact time of the incident. Are your winnings visible in your game history too?

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,

Petronela

Hello Petronela (I also sent this answer by email),

I played the free spins on 06/29/23. Attached is a screenshot of the transaction from my transaction history. It is transaction number 250.949809721.

Between 4:47 p.m. and 4:55 p.m. (when the free spins were running) there is no "win" to be seen. This is always here, even if you have lost your "bet", as you can see from the other transactions. As if the game was not evaluated. Unfortunately, the win is not displayed in the course of the game. Since the game kept crashing, I can't give you the exact win amount to the exact cent. But it was around € 200.00.

Thank you for your effort

Kind regards

pancakes

Hallo Petronela (diese Antwort habe ich auch per Mail versendet),

die Freispiele spielte ich am 29.06.23. Anbei ein Screenshot der Transaktion aus meinem Transaktionsverlauf. Es handelt sich um die Transaktionsnummer 250.949809721.

Hier ist zwischen 16:47 Uhr und 16:55 Uhr (in der Zeit liefen die Freespins) kein "Win" zu erkennen. Dies steht hier immer, auch, wenn man seine "Bet" verloren hat, wie man an den anderen Transaktionen sieht. So als wäre das Spiel nicht ausgewertet . Der Gewinn wird im Spielverlauf somit leider nicht angezeigt. Da das Spiel ständig abstürzte, kann ich die genaue Gewinnsumme nicht centgenau wiedergeben. Es waren aber rund € 200,00.

Vielen Dank für Ihre Mühen

mfG

Paninchen

Thank you, Paninchen, for responding. I want to clarify that if your winnings are not documented in your game history, the casino cannot process your potential winnings without any supporting evidence. While I acknowledge that this may not be the response you were hoping for, it's important to understand that we cannot challenge the casino's decision without any corroborating evidence.

1. Why should I make up this scenario?
2. Where is the evaluation of transaction 250.949809721? Each spin is evaluated with a "win" even if nothing is won. Then it says "Win 0.00".
3. It is obvious that no evaluation took place in my transaction mentioned above. So I demand the evaluation of this bet and the crediting of the profit.

1. Warum soll ich mir dieses Szenario ausdenken?
2. Wo ist denn die Auswertung der Transaktion 250.949809721? Jeder Spin wird mit einem "Win" ausgewertet, auch wenn nichts gewonnen wird. Dann steht da "Win 0.00".
3. Es ist doch offensichtlich, dass bei meiner oben genannten Transaktion keine Auswertung stattfand. Ich verlange also die Auswertung dieses Einsatzes und die Gutschrift des Gewinns.

Thank you very much, Paninchen, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you Paninchen for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Powbet Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

Dear Peter, 

Thank you for contacting us. 

We have sent an email to you with all the details and evidences of the case. 

Please let us know, in case you have further questions. 

Sincerely,

Powbet

Dear Paninchen, I have received an email from a casino representative with the information from their logs:

As you can see from their server logs, there have been no funds won on the bet, as it stands we cannot challenge the casino's decision without any supporting evidence from your side and we will sadly have to reject your complaint, I am sorry we could not be of more help on this occasion.

Dear Paninchen,

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.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.