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My balance suddenly disappeared by 175 euros. I've been waiting for 7 hours without my funds.

Hello

At 03:57 I was playing Mega Fire Blaze roulette with a balance of 175 euros and when I placed the bet, without confirming the bet with chips on all the roulette numbers, I got a quick error message in English and the balance of 175 euros was set to 0.18.

The bet was approximately 40 euros and I had chips on all the numbers, so it's impossible that if I lost it I would be left with 0.18.

After 8 hours of waiting and 20 live chat messages, I'm still the same.

I'm attaching a screenshot of a comment from chst live where they tell me that something did not go well:

Desaparicion de saldo 175 euros de repente. ESPERANDO 7 HORAS SIN MIS FONDOS.

Hola 

A las 03:57 estaba jugando a la ruleta mega fire blaze con un saldo de 175 euros y al hacer la apuesta , sin confirmarse la apuesta con fichas en todos los números de la ruleta, me salió un mesaje rápido emn ingles de error y el saldo de 175 euros se me puso a 0,18

La. Apuesta era de aprox 40 euros y tenía fichas en todo los números , por lo tanto es imposible que de perderla me quedase a 0.18.

Tras 8 horas de espera y 20 mensajes a chat live sigo igual.

Adjunto captura de comentario de chst live donde me dicen que efectivamente algo no fué bien:

Dear Loismikel,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Kingmaker Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Do I understand correctly that the issue happened yesterday on 16.05?
• Can you provide a detailed description of the error message you received after placing a bet?
• Were you playing with or without an active bonus?
• Have you experienced similar issues in the past, or is this the first time?
• Based on your communication with live chat, the casino asked the game provider to review the situation. Did they inform you about the timeframe necessary to conduct the review?

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

Best regards,

Natalia

I was playing Mega Fire Blaze roulette with a balance of 175 euros. I MADE A BET OF APPROXIMATELY €35 AND SUDDENLY WHEN IT WAS GOING TO BE CONFIRMED, A QUICK MESSAGE CAME OUT IN ENGLISH WITH AN EXCLAMATION SAYING SOMETHING ABOUT BETS, WHICH I COULDN'T CAPTURE AND WITHOUT CONFIRMING THE BET MY BALANCE DROPPED TO 0.18.

I HAD NO ACTIVE BONDS AND IT HAD NEVER HAPPENED TO ME.

I KEEP MESSAGING THE CASINO AND THEY TOLD ME THEY'RE ESCALATING IT TO THE GAME PROVIDER to review the video. 48 HOURS LATER I STILL HAVE NO RESPONSE.

They only told me that something went wrong and that they don't know where the money went. I'm attaching a conversation where they tell me.

I attach that last play

estaba jugando a la ruleta mega fire blaze con un saldo de 175 euros. HICE UNA APUESTA DE 35 € APROX Y DE REPENTE CUANDO SE IBA A CONFIRMAR , SALIÓ UN MENSAJE EN INGLES RAPIDO CON UNA EXCLAMACIÓN DICIENDO ALGO DE BETS, QUE NO PUDE CAPTURAR Y SIN CONFIRMAR LA APUESTA MI SALDO BAJÓ A 0,18.

ESTABA SIN BONOS ACTIVOS Y NUNcA ME HABIA PASADO.

SIGO ENVIANDO MENSAJES AL CASINO Y ME DIJERON QUE LO ESCALABAN AL PROVEEDOR DEL JUEGO para revisar el video 48 HORAS MAS TARDE SIGO SIN RESPUESTA.

Solo me respondieron que algo no fue bien y que no saben a donde fue rl dinero.adjunto conversacion donde me lo indican.

Adjunto esa ultima jugada

Hello, almost 72 hours later, I still don't have my funds. Can you help me?

Hola, hoy casi 72 horas más tarde , sigo sin mis fondos, podéis ayudarme?

Thank you very much for your reply, Loismikel. Could you please forward all the relevant communication between you and the casino that you haven't yet shared to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

I got this answer 24 hours ago:

They indicate that they reviewed the play and that it is correct, indicating that there are no profits.

They don't tell me anything about the reporting error that occurred and I didn't claim any winnings. I complained that after the error, my balance of 175 euros that I had after the 30 euro bet was reduced to 0.

Can you help me get the video and the refund?

I ASKED FOR THE VIDEO AND THEY REFUSED.

I can see the total loss in my betting history, but that wasn't the case. I didn't bet my entire balance.

Me han contestado esto hace 24 horas:

Indican que revisaron la jugada y que está bien indicando que no hay ganancias

NO ME INDICAN NADA DEL ERROR REPORTAFO QUE ME SALTó y yo no reclamé ganancias . RECLAME QUE TRAS EL ERROR MI SALDO DE 175 EUROS QUE TENÍA TRAS LA APUESTA DE 30 EUROSSE PUSO A 0.

Podeis ayudarme a que me envien el video y la devolución del importe?

LES HE PEDIDO EL VIDEO Y SE NIEGAN.

EN MI HISTORIAL DE JUGADAS TB PUEDO VER TO LA PÉRDIDA TOTAL PERO NO FUE ASÍ. YO NO APOSTÉ TODO MI SALDO.

After another email was sent, they told me they couldn't send me the video of the play and they didn't notify me of the error.

They refer me to my game history... and it indicates that I lost my entire balance on that bet, but that was NOT the case. I had a balance of 175 and my bet was approximately 30.

They told me they would contact the game provider to review it, but they only said it was fine.

I'M GIVING UP MY 175 EUROS??? I DON'T KNOW WHAT ELSE TO DO. DO THEY HAVE AN OBLIGATION TO SEND ME THE VIDEO??

Tras otro correo emviado me indican que no me pueden enviar el video de la jugada ni me notifican nada del error.

Me remiten a mi historial de juego ... y ahí se indica que perdi todo mi saldo en esa apuesta pero NO fUE ASÍ. YO TENÍA 175 DE SALDO Y MI APUESTA FUE DE 30 APROX

ME DIJERON QUE CONTAVTARÍAN CON EL PROVEEDOR DEL JUEGO PARA REVISARLA PERO SOLO INDICAN QUE ESTA BIEN

DOY POR PERDIDO MIS 175 EUROS??? YA NO SE QUE MAS HACER, TIENRN LA OBLIGACION DE MANDARME EL VIDEO??

Thank you very much, Loismikel, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hi Loismikel,

I've reviewed your case and understand the situation. I will contact the casino to facilitate a resolution. I'm inviting Kingmaker Casino to join this conversation.

Dear Loismikel,

Thank you for stating your concerns. We would like to take this opportunity to address your complaint regarding the missing win.

Kindly be informed that we take all player concerns seriously and have conducted a thorough investigation into your case. After reviewing the game round in question and consulting with our game provider, we can confirm that the round was completed correctly and without any technical issues. No winnings were omitted, and everything functioned within expected parameters.

We have already communicated these findings to you directly via email, and we understand that this may not have been the outcome you were hoping for. 

Nonetheless, we remain committed to transparency and fairness, and we appreciate your patience as we worked to resolve this matter. Thank you for your understanding!

Best Regards,

Kingmaker Casino Team 

Dear Kingmaker Casino Team,

Could you please send the player's game history to my email address (peter.m@casino.guru)? What happened to the player's balance after the aforementioned bet?

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 Peter and Loismikel,

Thank you so much for your patience and understanding all this period of time. After escalating the matter to the relevant team, we would like to inform you that we have the asked game history of the player and we have sent it to the e-mail that you provided to us above.

Should you have any questions regarding this, do not hesitate to contact us.

Best regards.

Kingmaker Casino Team

Thank you, Kingmaker Casino Team, for your email and the game history.

Dear Loismikel,

What is your current balance? I've looked at your game history, but it makes no sense. It suggests that you made bets on Mega Fire Blaze Roulette Live over 20k and your winnings were over 19k. Is this real?

Dear Loismikel,

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.

Hello

THAT GAME HISTORY MARKS THE PLAY WITH THE TOTAL LOSS OF THE BALANCE AND IT WASN'T SO, THEY REFUSE TO SEND ME THE VIDEO.

And I can get my game history from my account. Those balances shown aren't from deposits, right?

Hola

EL HISTORIAL DE JUEGO ESE , MARCA LA JUGADA CON LA PERDIDA TOTAL DEL SALDO Y NO FUÉ ASÍ, SE NIEGAN A ENVIARME EL VIDEO.

Y EL HISTORIAL DE JUEGO LO PUEDO SACAR YO DD MI CUENTA. ESOS SALDOS QUE INDICAN NO SON DE DEPOSITOS , NO?

Thank you, Loismikel, for your reply.

Dear Kingmaker Casino Team,

Could you please send me the detailed bet by bet game history? These seem to be just sums of bets.

What you need to request from the casino is the video of that play with the following ID:

If the program made an error in the betting history, the balance will appear with the error, in this case with a loss of 175 euros. I want the video and my 175 euros.

Lo que hay que solicitar al casino es el video de esa jugada con el siguiente id:

Si el programa tuvo en error en el historial de apuestas aparecerá el saldo con el error, en este cado con pérdodas de 175 euros. Quiero el video y mis 175 euros.

Dear Peter and  Loismikel,

We would like to inform you that we are looking the request with the relevant department and we will reach to you as soon as possible with updates regarding the case.

Thank you so much for your patience to the matter.

Kind regards,

Kingmaker Casino Team

Hi all,

Thank you for your replies.

Dear Kingmaker Casino Team,

We are looking forward to updates. If possible, please include the video of the bet. I will reset the timer.

Dear Peter and Loismikel,

We would kindly like to apologize for any delay and inconvenience this may cause.

We will provide you with further update as soon as possible.

Thank you so much for your patience to the matter.

Kind regards,

Kingmaker Casino Team

Dear Peter  Loismikel,

Thank you for your patience. We would like to inform Peter that we have sent to you via e-mail the proof regarding the missing win that we received from the provider. Unfortunately, the video can not be sent from our side as we were informed. Thank you for your understanding and have a nice rest of day.

Best regards.

Kingmaker Casino Team

Thank you, Kingmaker Casino Team, for your email and evidence.

Dear Loismikel,

We received the details of the aforementioned round but the evidence suggests that the round was played without issues, and the game was finished without any funds stuck in it. Could you please send the first seven letters of your casino username to my email address (peter.m@casino.guru) to double-check if it matches?

I want the video of that play!!! Because the history shows the round closing with the error stating that I had bet my entire balance of 175 euros, which was not the case. I placed a bet of approximately 40 euros. I never put my entire balance into a bet. I can also see what they sent you in my game history. This is fraud. I WANT THE VIDEO AS VISUAL PROOF TO CERTIFY THAT HISTORY OF THE ROUND, OR I WILL FILE A COMPLAINT TO THE CASINO.

A minute into that round and seeing that my balance was not being updated, I contacted the live chat to report it.

User: nasarrr

Quiero el video de esa jugada!!! Ya que el historial muestra el cierre de la ronda con el error que se dió conforme yo había apostado la totalidad de mi saldo de 175 euros y no fue asi. Yo realice una apuesta de 40 euros aprox. Jamás meto todo el saldo en una apuesta. Lo que os han enviado tambien lo puedo ver yo en mi historial de juego.Esto es un fraude. YO QUIERI EL VIDEO COMO PRUEBA VISUAL QUE CERTIFIQUE ESE HISTORIAL DEVM LA RONDA O PONDRE UNA DENUNCIA AL CASINO.

Al minuto de esa ronda y viendo que bo se me actualizaba el saldo ya me puse yn contacto con chat live denunciandolo.

Usuario : nasarrr

Dear Loismikel,

I don't think casinos keep videos of every player's gameplay. Unless you have a video of that play session, unfortunately, there is no recording of this. However, the casino sent me the details of the game, round, and the data suggests that the bet was finished without error. As we have no evidence suggesting that your funds were deducted by mistake, I'm afraid we have no other option but to reject your complaint. If you disagree with our decision, please turn to the casino's licensing authority (https://casino.guru/licensing-authorities/comoros-license). I wish I could be of more help.

Best regards,

Peter