WestCasino - El jugador encuentra un mal funcionamiento del juego.

Dear Casinoguru Team,

I'm experiencing an issue with the game Fair in The Hole 2. I had reached the bonus game, but even before the bonus game began, the program was functioning sluggishly. I have taken several screenshots whenever the program would break down, which I am sending along with.

Initially, I was inclined to ask for a refund of my bet, which was 1 Euro.

The stated reason for the malfunction, apparently, was a memory issue.

I'm also considering taking legal action regarding this issue. I kindly request your support in this matter. Thank you!!

Sehr geehrter Casinoguru Team,

habe ein Problem mit dem Spiel Fair in The Hole 2. Habe das Bonusspiel erreicht. Bevor das bonusspiel angefangen hat schon das programm verzögert funktioniert. Ich habe wo das Programm abgebrochen ist immer wieder screenshots gemacht. Die schicke ich mit.

Entscheidung war mir anfangs einsatz zurück zu geben. 1 Euro.

Grund ist gewesen angeblich, Speicher Problem.

Ich möchte auch rechtlich dagegen vorgehen. Bitte unterstützen Sie mich dabei. Danke!!

Dear altenhofeugen15,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history in Excel format to nikolas.b@casino.guru? Please advise the exact time of the incident.

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.

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.

Looking forward to hearing from you. Thank you in advance for your understanding.

Dear altenhofeugen15,

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! I wrote an email over a week ago. Didn't it arrive?

Hallo! Ich habe doch eine email schon vor über eine Woche geschrieben. Nicht angekommen?

Dear altenhofeugen15,

The casino is not responsible for such technical issues as they only offer the games to play from the providers. We have currently received other complaints regarding the same issue but in a different casino so it is not related directly to WestCasino. I would recommend you to contact the game provider of the game directly to resolve this matter as the casino has no other information as your betting log.

Is there anything else we could assist you with?

I have no way of contacting the provider. That's not a fair decision! In the middle of the bonus game and I get one euro back. And I still have to play through this 1 euro 40 times. Unbelievable. At least give me a direction or email address of the provider. Thanks!

Ich habe keine Möglichkeit mich an den Anbieter zu wenden. Das ist nicht faire Entscheidung!! Mitten in Bonusspiel und ich kriege ein Euro zurück. Und ich muss noch dieses 1 Euro freispielen 40x. Unglaublich. Geben Sie mir wenigstens eine Richtung oder email adresse von Anbieter. Danke!

Das Casino hat in AGB stehen, dass die eine faire Lösung für in solchen Fällen gefunden wird!

Dear altenhofeugen15,

Unfortunately, as explained above, it is not the casino's fault but the game provider as it happen in multiple casinos. We can't enforce them to do anything regarding the balance as it is not up to them.

We will be now forced to reject the complaint as it is not casino related.

Best regards,

Nick