5Gringos Casino - Las ganancias del jugador fueron confiscadas después de la desconexión del juego.

On November 19, 2024, at 4:01 PM Italian local time, I was playing the Halloween II slot game from the provider Pragmatic, and I had completed the play with a full x10 multiplier, reaching a winnings amount of €149.36.

I was playing on my mobile phone, but due to a loss of connection, the game exited the program, and when I re-entered, it did not recognize my winnings.

Even though the winnings were still open in another window, their program did not allow me to take a screenshot.

I contacted customer service via chat, and they assured me that my issue would be forwarded to the relevant control department.

I have repeatedly reached out to the casino via chat and email, but the responses have always been to wait as the department was checking. It seemed like they were just stalling.

Additionally, I pointed out to them that in that gaming session, there was an entry, but no exit, and not even a €0.10 win was recorded by the slot, which I believe is impossible.

I am attaching screenshots of the disputed session and email with chat responses from the casino.

If you are unable to view them, please let me know, and I will send them via email.

I am requesting your intervention, as nearly a month has passed, and the issue remains unresolved without any response.

In data 19-11-2024 ore 16.01 ora locale italiana stavo giocando alla slot del provider pragmatic (hallowen II) e avevo completato la giocata con tutto il x10 ed ero arrivato alla vincita di Euro 149,36.

Stavo giocando da cellulare poi per una mancanza di linea è uscito dal programma e quando sono rientrato non mi ha riconosciuto la vincita.

Anche se la vincita era ancora aperta su un altra schermata il loro programma non mi faceva fare lo screen.

Contattato il servizio clienti per chat mi hanno assicurato che la mia problematica sarebbe stata girata al dipartimento competente di controllo.

Più volte ho contattato via chat e via posta elettronica il casinò, ma le risposte sono state sempre di attendere perchè il dipartimento stava controllando ma credo che erano solo scuse per prendere tempo.

In più gli ho anco fatto notare che in quella sessione di gioco c'era l'ingresso ma non c'era l'uscita e non risultava neanche una vincita di 0,10 da parte della slot che credo sia impossibile.

Vi allego screen della sessione incriminata e posta elettronica con chat risposte del casino.

Se non si dovessero leggere me lo comunicate e io ve le invio per posta elettronica

Chiedo vostro intervento in quanto a tutt'oggi a quasi un mese di distanza il problema non è stato risolto e non ho avuto nessuna risposta.

Dear alexcasty,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you encountered with the Halloween II slot game and the difficulties in getting your winnings recognized. We understand how disappointing this situation must be for you.

To help us assist you better, we would like to ask a few additional questions to clarify the details of your case:

• Could you please confirm if you were using a stable internet connection when the disconnection occurred?
• Have you received any updates from the casino or the provider since your last contact?
• Could you share any additional proof of your play session, such as the game ID or any transaction logs related to this session? If you haven’t already, you can forward these to petronela.k@casino.guru.

It is important to note that while we understand your frustration, the casino typically cannot be held responsible for internet disconnections. If the winnings were not recorded in the system, it becomes significantly more challenging to pursue the case. However, we will do our best to mediate with the casino and clarify their internal investigation process.

Your cooperation is crucial for us to proceed with this case. Without your input and any additional information you can provide, we won’t be able to move forward effectively.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

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.