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Since last Sunday I can't finish the last free round in the Legend of Cleopatra megaways game because there's always a server error or reload the game. I've tried all the solutions suggested to me by customer service, but so far without success. Actually, I should have gone to the last one Round already won 118 euros which I am entitled to. I read on your website that a woman from Italy had the same problem in the same game.

Seit letzten Sonntag kann ich im Spiel Legend of Cleopatra megaways die letzte Gratis runde nicht fertig spielen da immer kommt Serverfehler oder Spiel neu laden.ich habe alle Lösungen welche mir vom Kundendienst vorgeschlagen wurde probiert jedoch bis jetzt ohne Erfolg.Eigentlich hätte ich bis zur letzten Runde bereits 118 euro Gewonnen welche mir zustehen.Ich habe auf eurer Webseite gelesen dass eine Frau aus Italien das selbe Problem im selben Spiel hatte.

Hello Silvia,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you, please post here a screenshot or video recording that would show us this issue?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Good evening I sent you everything by mail. Did you get this?

Guten Abend ich habe ihnen alles per Mail geschickt.Haben Sie diese bekommen?

Thank you very much Silvia for providing all the necessary information. I will now transfer your complaint to my colleague Andrej (andrej.p@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 soon.

Dear Silvia,

I’m sorry to hear about your problem. I’ll contact the casino and try my best to resolve the issue. In the meantime, could you please advise if you have replied to the e-mail you’ve received from the casino on Feb 11, 2022, and provided the casino with the requested information? Thank you in advance.

I would like to invite the representatives of ZetCasino to join this thread and to participate in the resolution of this complaint.

Good evening Andrej I have forwarded all mails to you.

Guten Abend Andrej ich habe ihnen alle Mails weitergeleitet.

Dear all,

Thank you for reaching out.

Please note that since the player first contacted us about this issue, we have checked their gaming session multiple times. Unfortunately, till this date we could not find the bet the client is referring to. We also did not find any incorrectly settled bets. We have checked multiple bets using the information the client provided, and were informed that the bets were settled correctly.

Therefore, as detailed in our emails to the client we kindly ask them to provide the following information for further investigation: 

- Exact date and time when the problem occurred;

- Exact balance before/after placing the bet;

- Bet amount;

- Bet ID.

We have received contradicting answers previously, therefore we kindly ask the client to once again collect the above information. We want to make sure that we are on the same page and looking in the correct direction. We would also appreciate the screenshot of the bet in question from the client’s account.

We hope for the client’s cooperation and understanding. You can be sure that we are doing our best to resolve the issue. 

Sincerely,

Zet Casino

Thank you, ZetCasino, for the reply.

Dear Silvia,

Thank you for your e-mails. Based on your description of the issue, we believe that locating the disputed bet should not be too hard, but regardless, I’d like to kindly ask you to follow the given instructions and respond to the casino representative’s comment.

Please let me know if our assistance is needed.

Hello Andrej, I have sent screenshots to Zet Casino several times and until today I can't get into the game to finish the bonus round. Unfortunately I don't have a computer at home, only a cell phone and I've tried everything there satisfied if I was paid out at least the amount of 118 euros I won. Do I have to contact the casino again now?

Guten Tag Andrej ich habe dem Zet Casino schon mehrmals Screenshots gesendet bis heute komme ich nicht ins spiel rein um die bonus Runde fertig zu spielen.Leider habe ich keinen Computer zu Hause nur ein Handy und dort habe ich schon alles probiert.Ich wäre nur schon zufrieden wenn man mir wenigstens den gewonnen Betrag von 118euro auszahlen würde.muss ich jetzt erneut Kontakt mit dem Casino aufnehmen?

Hello Andrej, I have already sent screenshots to Zet Casino several times and until today I can't get into the game to finish playing the bonus round. Unfortunately I don't have a computer at home, only a cell phone and I've tried everything there satisfied if I was paid out at least the amount of 118 euros I won. Do I have to contact the casino again now?

Guten Tag Andrej ich habe dem Zet Casino schon mehrmals Screenshots gesendet bis heute komme ich nicht ins spiel rein um die bonus Runde fertig zu spielen.Leider habe ich keinen Computer zu Hause nur ein Handy und dort habe ich schon alles probiert.Ich wäre nur schon zufrieden wenn man mir wenigstens den gewonnen Betrag von 118euro auszahlen würde.muss ich jetzt erneut Kontakt mit dem Casino aufnehmen?

Dear Silvia,

The information the casino asked you to provide can be found in your game history. The screenshots you have provided so far show the error message, but there’s no time stamp.

Have you tried clearing your browser history (especially cookies) and reloading the website, as advised by the casino’s customer support? Alternatively, have you tried logging in to your gaming account and opening the game from an incognito window or from a different browser?

And lastly, could you please forward your game history from the time range between February 5 and the current date to andrej.p@casino.guru?

Dear Silvia,

I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the given time frame, I will have to reject your complaint.

Dear all,

Unfortunately, we’re forced to reject this case because Silvia has stopped responding to our messages and questions. Without her cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.