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Hello,

I played the Wild Penguin game in the casino on 09/29/22. I bought the bonus games for €1250.

In the game, the prize was around €4,500. The game crashed before the last spin and I was only credited 693.75 euros instead of 4500 euros.

I reported the problem directly to support and was told that the problem would be taken care of. Since then, I've been put off by live support and e-mail service every day. I was assured several times that I would get an answer the next day. Then it says again that there is no update. Since I've been waiting for 11 days now, I'm starting to feel a bit fooled.

Of course, I didn't take a screenshot during the game... (who expects the game to crash in the middle?!).

I would be very grateful if you could help me with the problem.

Best regards

Hallo,

mich habe am 29.09.22 in dem Casino das Spiel Wild Pinguin gespielt. Ich habe für 1250€ die Bonusspiele gekauft.

Im Game lag der Gewinn bei ca. 4500€. Vor dem letzten Spin ist das Spiel abgestürzt und mir wurden nur 693,75 Euro gutgeschrieben anstatt der 4500€.

mich habe das Problem direkt beim Support gemeldet und es wurde mir gesagt, dass sich um das Problem gekümmert wird. Seit dem werde ich jeden Tag vom Live-Support bzw. vom E-Mail-Service vertröstet. Mir wurde mehrfach versichert, dass ich am nächsten Tag eine Antwort bekomme. Dann heißt es wieder, dass es kein Update gibt. Da ich mittlerweile seit 11 Tage warte komme ich mir langsam etwas verarscht vor.

Einen Screenshot während des Spiels habe ich natürlich nicht gemacht… (wer rechnet schon damit, dass mittendrin das Spiel abstürzt?!).

Ich wäre Ihnen sehr dankbar, wenn sie mir bei dem Problem helfen können.

viele Grüße

Dear Erwinderechte,

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 your game history 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.

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.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

Thank you, Erwinderechte, for your email. Please understand that without any supporting evidence we do not have a case. Try to request your game history from the casino directly.

Hello Petronela,

That's exactly the problem, despite repeated requests I'm not getting any information about the course of the game...

Hallo Petronela,

genau das ist ja das Problem, ich bekomme trotz mehrfacher Nachfrage keine Infos zum Spielverlauf…

Dear Erwinderechte,

Please understand without supporting evidence it would be close to impossible to confront the casino. If you come across anything that would help us to support this case, please do not hesitate to contact us in the future and we can reopen this thread again. I wish I could be of more help. Thank you in advance for your understanding.