Slotexo Casino - Виграш гравця відкладається після безкоштовних обертань.

I know it's not a huge amount, but for me, it's about the principle.

Hello. I played at Slotexo and on December 4th, 2024, at 19:24 and 40 seconds, I received free spins on the slot `'Big Bass Vegas Double Down Deluxe'. A 0.90€ bet. Everything was going smoothly until the free spins ended... Then I got a message that said: 'An error has occurred. Please restart the game.' Alright, I did that and noticed that my winnings of 63.36€ weren’t credited. I refreshed everything and waited a bit, thinking it might just take a while. Well, I waited, and of course, nothing was credited to my account. So, I contacted live support and explained the situation.. Provided details like bet ID, the amount won, and so on. I sent everything they asked for, and the support agent said they would forward it to the appropriate department. A few days later, I contacted live support again and explained everything... Then the lady there asked for the 'bet ID, the amount won, and so on.' Of course, I sent everything again that they requested. Then they said it was only being forwarded to the right department now because the amount won was missing the first time.... I had included that the first time as well. And every time I contact support, I’m just told to be patient. Blah, blah. It's now been 14 days. Does only one person work there or what?

I just wanted to ask how long something like this usually takes?

Or are they just stalling me?

Best regards.

Screenshots are attached: Screenshot of free spins, bet ID.

Ich weiß, es ist kein hoher Betrag, aber mir geht es hier ums Prinzip.

Hallo. Und zwar habe ich bei Slotexo gespielt und habe am 04.12.2024 19:24 und 40 Sekunde Freispiele bei dem Slot `'Big Bass Vegas Double Down Deluxe' bekommen. 0.90€ Einsatz. Alles schön und gut, bis die Freispiele fertig waren... Danach bekam ich eine Meldung die wie folgt lautete: 'Ein Fehler ist aufgetreten. Bitte starten Sie das Spiel neu. Nagut, dass habe ich gemacht und habe gemerkt, dass mir der Gewinn von 63.36€ nicht guteschrieben wurde. Habe alles aktualisiert und ein bisschen gewartet, da ich dachte, dass es einfach etwas dauert. Naja. Ich habe gewartet und natürlich wurde nichts meinem Konto gutgeschrieben. Darauf habe ich den Live-Support kontaktiert und Ihm das geschildert.. Dies, jenes, Wett-ID, Gewonnener Betrag und so weiter. Habe ich natürlich alles dort hin geschickt und der Supporter meinte, dass er das an die richtige Abteilung weiterleiten wird. Nach ein paar tagen habe ich dem Live-Support wieder geschrieben und dies geschildert.. Dann meinte die Frau da 'Wett-ID, Gewonnener Betrag und so weiter'. Natürlich wieder alles gesendet, was die von mir wollten. Und dann hieß es obendrein noch, es wird erst jetzt an die richtige Abteilung weitergeleitet, da damals der gewonnene Betrag fehlte.... Natürlich habe ich diesen auch beim 1x schon angegeben. Und jedes mal wenn ich den Support kontaktiere, heißt es nur, dass ich mich gedulden soll. blah, blah. Das ist nun alles 14 Tage her. Arbeitet dort nur 1 Mensch, oder was?

Ich wollte da einfach mal Nachfragen, wie lange so etwas dauert?

Oder halten die mich einfach nur hin?

Liebe Grüße.

Screenshots sind im Anhang: Screenshot Freispiele, Wett-ID.

Dear PhilYo,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify if you see the free spin winnings in the gaming history of your casino account? Alternatively, are they recorded in the history of the game?

Have you received a new set of free spins after you refreshed the game, or have they not been credited to your account at all?

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

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Veronika.

Thank you for your quick response.

I don't know if you can see the screenshots I've attached. If not, I can email them to you.

As shown in one of the screenshots, this is the betting ID for the game. The stake and the balance are the same. But the winnings are shown as €0.

And as described, I didn't get any new free spins after the games were updated. And the amount I won wasn't credited to my account either.

Hallo Veronika.

Danke für ihre schnelle Antwort.

Ich weiß nicht, ob Sie die screenshots sehen, die ich angehängt habe.. Wenn dies nicht so ist, kann ich Ihnen diese gerne per Mail zukommen lassen.

Wie in einem der Screenshots gezeigt, ist das die Wett ID von dem Spiel. Der Einsatz, sowie das Guthaben stimmt über ein. Aber als Gewinn steht da 0€.

Und wie beschrieben habe ich nach der Aktualisierung der Spiele keine neuen Freispiele bekommen. Und der gewonnene Betrag wurde mir auch nicht gut geschrieben.

Here you can also see that there was a break of 2 minutes and 26 seconds. Because I had the free spins then.

I hope I was able to help you.

Hier kann man auch sehen, dass es eine Unterbrechung von 2 Minuten und 26 Sekunden gab.. Weil ich da die Freispiele hatte.

Ich hoffe, ich konnte Ihnen weiter helfen.

I wrote to live support again today. As always, the same answer: I should be patient until the relevant department has checked it.

I know it's close to Christmas and they're probably very busy. I just don't understand why it could take so long, as I have provided evidence for my request. I also asked why this review is taking so long... "The man from support said: unfortunately I can't give you a more precise time frame or reason, as I'm not part of this department."

Now I have to wait forever for my money and probably won't even get any compensation.

I specifically waited 14 days before contacting you.

Of course, I can also send you screenshots of the conversation with live support today if you need them.

Heute wieder dem Live-Suppport geschrieben. Wie immer die gleiche Antwort: ich soll mich gedulden, bis die dafür relevante Abteilung dies überprüft hat.

Ich weiß, es ist die Weihnachtszeit nahe und die haben bestimmt einiges zutu. Nur verstehe nicht, was da so lange dauern könnte, da ich ja Beweise für mein Anliegen vorgebracht habe. Ich habe auch nachgefragt, wieso diese Überprüfung so lange dauert.. "Der Mann vom Support meinte: einen genaueren Zeitrahmen und Grund kann ich Ihnen leider nicht geben, da ich nicht zu dieser Abteilung gehöre"

Jetzt muss ich hier ewig lange auf mein Geld warten und bekomme dafür wahrscheinlich nicht einmal eine Entschädigung..

Ich habe doch extra schon 14 Tage lang gewartet, bis ich mich an euch gewendet habe.

Screenshots zur Unterhaltung heute mit dem Live-Suppport kann ich Ihnen natürlich auch zukommen lassen, wenn Sie diese benötigen.

Update 12/21/2024: Today is the 17th day and something might have happened. Let's wait until Monday... Maybe something will happen.

Update 21.12.2024: Heute ist nun der 17 Tag und es hat sich eventuell was ergeben. Dann mal bis Montag abwarten.. Vielleicht ergibt sich ja was.

I contacted live support again today because on December 21st they said there was news about my case.

I wrote to live support twice and pointed out that on December 21st they said there was news about my case. Nothing came of it other than "it was forwarded to the relevant department and the chat was immediately closed."

Heute wieder den Live-Support kontaktiert, da es ja am 21.12 hieß, dass es Neuigkeiten zu meinen Fall gibt.

2x habe ich dem Live-Suppport geschrieben und darauf hingewiesen, dass es am 21.12 hieß, dass es Neuigkeiten zu meinen Fall gibt. Mehr als ein: "wurde an die zuständige Abteilung weiter geleitet und sofortige Schließung des Chats hat sich nichts ergeben."

The update from them seems to mean that they have been waiting for a response from the game manufacturer for two weeks. I'm starting to feel cheated.

Das updaten von denen ist anscheinend das, dass die seit 2 Wochen auf eine Antwort vom Spielehersteller warten. Langsam fühle ich mich einfach nur betrogen..

Thank you for keeping us updated and for providing me with a screenshot. Do you have any other screenshots, videos, or possibly a game history showing the free spin winnings that were voided from your account? Please understand that without sufficient evidence, we won't be able to continue with the investigation and ask the casino to join the resolution of your complaint.

Well, they weren't canceled, but an error occurred right after the free spins.

1 Screenshot: Error after the free spins, balance: €41.71, winnings: €63.36, stake: €0.90

2 Screenshot: The betting ID that exactly matches the bet stake and the balance. Only 0€ profit.

Naja. Die wurden ja nicht storniert, sondern es ist direkt nach den Freispielen ein Fehler aufgetreten.

1 Screenshot: Fehler nach den Freispielen, Guthaben: 41,71€, Gewinn: 63,36€, Einsatz: 0,90€

2 Screenshot: Die Wett-ID die genau mit dem Wett-Einsatz und dem Guthaben überein stimmt. Nur 0€ Gewinn.

Has the 0,90€ stake been deducted from your account?

Yes, the €0.90 was deducted from my account. You can see it in the following 3 screenshots. Spin before the free spins. Spin of the free spins. And spin after the free spins. You can see it in the balance. All 3 in a row. + A screenshot of all 3 directly.

Ja die 0.90€ wurden von meinem Konto abgebucht. Hier bei den folgenden 3 Screenshots zu sehen. Spin vor den Freispielen. Spin der Freispiele. Und Spin nach den Freispielen. Können Sie am Guthaben erkennen. Alle 3 nach der Reihe. + Ein Screenshot von allen 3 direkt.

No further update even after 28 days.. They just say that the responsible department is working on this case.

Auch nach 28 Tagen kein weiteres Update.. Es heißt nur, dass die dafür zuständige Abteilung an diesem Fall arbeitet.

Thank you very much, PhilYo, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Thank you for your help!

Ich danke dir für deine Hilfe!

Hello PhilYo,  

I'm Michal, and I've taken over your complaint. I completely understand how frustrating it can be to wait for a resolution, especially when it feels like it's taking too long. In situations like this, any game error must be thoroughly investigated by the game provider, and unfortunately, these investigations can sometimes take a while. There have been instances where similar cases have taken over three months, but I sincerely hope that won't be the case for you. Regrettably, there's not much we can do to expedite the process from our end or the casino's, as we must wait for the game provider to complete their investigation.  

I will reach out to the casino to see if there's any way I can assist further.  

We would also like to invite Slotexo Casino to join this discussion.

Dear Slotexo Casino,  

We would appreciate it if you could share any updates regarding the investigation. What is the most recent information you have on this matter?

Hello Michal.

Thank you for your sympathy.

Hallo Michal.

Ich bedanke mich für deine Anteilnahme.

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Looks like nobody wants to answer 😀

Sieht so aus, als möchte niemand antworten 😀

Dear PhilYo,

While I have reached out to the casino representative and they have requested details of your issue, they later became unresponsive. Despite my repeated attempts to follow up, I have not received any answers to my inquiries. As I mentioned earlier, we recognise that investigations by the game provider can take a lot of time; however, it has been over a month without any progress. We expect the casino to take a more proactive stance by regularly reaching out to the game provider for updates, which unfortunately does not appear to be the case here. The casino representative has not responded to my latest questions, so I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://anjouangaming.com/dispute-terms-conditions/) and submit a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know how they responded at michal.k@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru

We’ve reopened this complaint at the request of Slotexo Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

A few days ago I contacted live support again to see if there was anything new. They just told me to write an email to support for news. I did this... twice before I got a reply. They just told me to be patient. I think I've shown enough patience. I've been kept waiting for almost 2 months without getting any information about anything... and of course there's no compensation for this kind of thing.

By the way, I have already sent an email to the Anjouan Gaming Authority and am still waiting for a response.

Best regards.

Ich habe vor ein paar Tagen mal wieder den Live-Support kontaktiert, ob es etwas neues gibt. Die haben nur darauf hingewiesen, dass ich eine E-Mail an den Support für Neuigkeiten schreiben soll. Dies getan.. sogar 2x bis ich eine Antwort bekommen habe. Da hieß es wieder nur, ich solle mich gedulden. Ich finde, ich habe genug Geduld gezeigt. Ich werde da fast 2 Monate hingehalten, ohne dass ich irgendwie, oder über irgendwas Informationen bekommen.. und natürlich wird sowas nicht entschädigt.

Ich habe übrigens auch schon eine E-Mail an die Anjouan Gaming Authority gesendet. Ich warte diesbezüglich noch auf eine Antwort.

Liebe Grüße.

Dear PhilYo,

We hope you find this message in good health!

We are happy to confirm that your winnings are added to your account and it is available in your Slotexo balance.

Please feel free to proceed further with your Slotexo account.

Thank you for being so patient with us!

We really appreciate it!

Our team wishes you all the best for your future activities!

Best regards,

Slotexo team.

I would like to thank you for this happening so quickly. I can also confirm to Michal that there is now €63.36 in my Slotexo account. My question, however, is: What took so long? Or what was the general problem?

Ich bedanke mich, dass dies auf einmal so schnell ging. Ich kann Michal hiermit auch bestätigen, dass nun 63,36€ auf meinem Slotexo Konto sind. Meine Frage die aber nun offen bleibt ist: Was da solange gedauert hat? Beziehungsweise wo das Problem Allgemein lag?

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear PhilYo,

As per your request we checked with several other departments. Hence, it took some time.

We would like to let you know that it is not in our interest to leave you waiting or unsatisfied with our website. However, we are happy that we are able to help you with your winnings.

Please feel free to proceed further with your Slotexo account.

By the way, we would recommend checking out our latest games in the New Releases category, as our range is constantly growing! Plus, you'll soon be able to find the new Gates Of Hades game exclusively at our Casino from top game provider, Pragmatic! This way you can find your favorite slot machine!

Once again! Thank you for being so patient with us! We really appreciate it!

Our team wishes you all the best for your future activities!

Best regards,

Slotexo team.

I thank myself

Ich bedanke mich

Thank you for the recrediting of the player winnigs and for the clarification of the situation, Slotexo team.

Dear PhilYo,

I am glad that our involvement played a role in resolving the situation and that you have received your winnings.

We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time.

Best regards,

Michal

Casino Guru