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I had free spins on Book Hotfire at the above casino. At the start of the first spin, the server was suddenly unavailable. That was about 8 hours ago. The chat acts like it doesn't understand the problem and offers me some bonus spins and the like. What is striking is that the demo version of the Spins Book Hotfire works without any problems.

Ich hatte im o.a. Casino Freespins bei Book Hotfire. Beim Start des ersten Spins war auf einmal der Server nicht erreichbar. Das war vor ca 8 Stunden. Der Chat tut so als ob er das Problem nicht begreife und bietet mir irgendwelche Bonusspins an und ähnliches. Auffallend daran ist, dass die Demoversion des Spins Book Hotfire problemlos funktioniert.

Dear idobins56,

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 along with any relevant communication 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.

Do I understand correctly that you have been offered compensation from the casino?

Looking forward to hearing from you.

Best regards,

Petronela

Now the only thing I have is the screenshot I initially attached. At the start of the first free spin, the game switched to this shyness of this message. Reboots Cache Cookues tried everything, nothing. Strangely enough, the demo mode works without any problems. Yes, only bonus spins are offered, which I declined. My won free spins were won with my bet, with the offered ones I would have needed a playthrough again, which I find cheeky to say the least.

Nun das Einzige, dass ich habe ist der Screenshot, den ich Anfangs beigelegt habe. Das Spiel wechselte beim Start des ersten Freespins in diesen Schiem mut dieser Meldung. Neustarts Cache Cookues alles probiert, nichts. Seltsamer weise geht der Demomode problemlos. Ja es werden mur Bonusspins angeboten, die ich ablehnte. Meine gewonnenen Freespins waren mit meinem Einsatz gewonnen, bei den angebotenen hätte ich erst wieder Playthrough benötigt, was ich gelinde gesagt als Frechheit empfinde.

The slot is now working again, but my free spins are gone

Der Slot geht mittlerweile wieder, aber meine Freispiele sind weg

Could you please advise what the disputed amount represents? On the forwarded screenshot your active balance stands at €76.03

How much is your active balance now, please?

That was my current balance, in the meantime I have made a few deposits and 1 payout is pending. Whether and how much I would have won with the free spins is not predictable, because the error occurred on the first spin before completion. I tried to ask again in the chat yesterday, but then the chat was simply ended by Casinozer.

Das war mein aktuellws Guthaben, zwischenzeitlich habe ich einige Einzahlungen getätigt und 1 Auszahlung steht an. Ob und wieviel ich bei den Freispielen gewonnen hätte is nicht vorhersehbar, denn beim ersten Spin vor Vollendung trat der Fehler bereits auf. Ich versuchte auch gestern noch mal im Chat nachzufragen, aber da wurde der Chat dann von Seiten Casinozer einfach beendet.

Thank you, idobins56, for the clarification. Do you have any relevant communication or evidence that can verify your claim of having unutilized free spins? Just to clarify, did you continue playing after the incident involving the free spins occurred?

No, unfortunately no proof, I won the free spins, the slot fell out on the first free spin, was unavailable for several days, and then the games were no longer available. But unfortunately I can't prove the whole facts.

Nein keinerlei Beweis leider, ich gewann die Freispiele, bei ersten Freispiel viel der Slot aus, war mehrere Tage nicht erreichbar, und anschließend waren die Spiele nicht mehr vorhanden. Aber beweisen kann ich den ganzen Sachverhalt leider nicht.

Just got the message that I have been credited 24.50 profits as profits. I must have overlooked it. sorry That probably solves the problem.

Erhielt soeben die Nachricht, dass mir 24.50 Geeinn gutgeschrieben wurden als Geeinn. Habe ich wohl übersehen. Sorry. Damit ist das Problem wohl erledigt.

Thank you, idobins56, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you. 

Yes it is solved, thanks for the support. You can close the complaint as resolved.

Ja ist gelöst, danke für die Unterstützung. Sie können die Beschwerde als gelöst schließen.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, idobins56, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru