PowerUp Casino - El jugador ha experimentado un problema técnico mientras jugaba.

Hi, The problem is that I made a Crazy Time win of 1501.50 euros (1 attachment) and it was not credited to me. I wrote to the live chat and they told me that the finance department was doing some checks (which is already weird). Then an assistant told me that the win was in order and that I should clear the cache and cookies and the money would be credited (2 attachment). Then another assistant told me that I had to make one last bet and that the money would then be credited (3 attachment). Now I still don't have the money and they say the finance department need to do some checks this is madness they can't keep my money for no reason. I also have the ID screen of the winning transaction with the time and date that coincide perfectly with the max win of the Crazy time of the day in question (attachments 4 and 5). The casino is aware of the problem, but it's been 2 days and they say to wait for an email from the department, but it's not possible they have my money won honestly. I also have no guarantees that they are actually working on it.

You can also notice that after any play in the history of the balance, if it is a loser there is win = 0 if it is a winner there is win= amount won. In the case of my winning bet there is nothing, as if it had not been paid

Salve, Il problema è che ho effettuato una vincita al Crazy time di 1501.50 euro (1 allegato) e che non mi è stata accreditata. Ho scritto alla chat live e mi hanno detto che il dipartimento finanziario stava facendo dei controlli (cosa già di per se strana). Poi un assistente mi ha detto che la vincita era regolare e che dovevo svuotare la cache e i cookie e che i soldi sarebbero stati accreditati (2 allegato). Poi un altra assistente mi ha detto che dovevo fare un ultima giocata e che i soldi poi venivano accreditati (3 allegato). Ora non ho ancora i soldi e dicono che il dipartimento finanziario deve fare dei controlli, questa è una follia non possono trattenere i miei soldi senza motivo. Inoltre ho lo screen dell'ID della transazione vincente con l'ora e la data che coincidono perfettamente con la max win del Crazy time del giorno considerato (allegato 4 e 5). Il casino è a conoscenza del problema, ma sono passati 2 giorni e dicono di aspettare un email dal dipartimento, ma non è possibile hanno i miei soldi vinti onestamente. Inoltre non ho garanzie che ci stanno lavorando veramente.

Inoltre potete notare che dopo una qualsiasi giocata nella storia del saldo, se è perdente vi è win =0 se è vincente vi è win= importo vinto. Nel caso della mia giocata vincente non ci sta nulla, come se non fosse stata pagata

Dear Frapo01,

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? I'm sorry, but there were no attachments in your initial message.

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" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-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

Player's additional comments:

"The complaint has been resolved"

Player's additional comments:

"Il reclamo è stato risolto"

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Frapo01, for your 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