Villento Casino - Aufgrund technischer Probleme wurden die Gewinne des Spielers nicht gutgeschrieben.

Title:

Live Blackjack winnings (60 €) not credited – technical problems with platform

Text:

On July 10, 2025, at approximately 12:04 AM, I played Live Blackjack at Villento Casino.

The table was "Blackjack One" and the dealer’s name was Liam.

I bet €30, my hand was 19, the dealer's hand was 17 – so I clearly won the game and should have received €60.

However, this winnings were not credited to me.

I have already contacted customer service several times and submitted all the evidence (game history, screenshots, chat history) – but for the past two days I have only been put off, with no concrete solution.

In addition, technical problems regularly occur on the site:

The page freezes during the game

Meanwhile, the stake will still be debited

You cannot continue playing, betting or clicking

After "freezing", the stake is often lost – without the game being completed

I consider these technical deficiencies, combined with the denied prize, to be very problematic.

I ask for your support and a fair resolution of my case.

I am happy to provide all evidence (screenshots, chat history, game time).

Best regards,

[username hidden by Casino Guru]

Villento username

Titel:

Live Blackjack Gewinn (60 €) nicht gutgeschrieben – technische Probleme mit Plattform

Text:

Am 10. Juli 2025 gegen 00:04 Uhr habe ich bei Villento Casino Live Blackjack gespielt.

Der Tisch war „Blackjack One", der Dealer hieß Liam.

Ich habe 30 € gesetzt, meine Hand war 19, die Hand des Dealers 17 – ich habe somit das Spiel eindeutig gewonnen und hätte 60 € erhalten müssen.

Dieser Gewinn wurde mir jedoch nicht gutgeschrieben.

Ich habe bereits mehrfach den Kundendienst kontaktiert, alle Nachweise (Spielverlauf, Screenshots, Chat-Verlauf) eingereicht – aber seit zwei Tagen werde ich lediglich vertröstet, ohne konkrete Lösung.

Zusätzlich kommt es auf der Seite regelmäßig zu technischen Problemen:

Die Seite friert während des Spiels ein

Währenddessen wird der Einsatz dennoch abgebucht

Man kann nicht weiterspielen, setzen oder klicken

Nach dem „Einfrieren" ist oft der Einsatz verloren – ohne Spielabschluss

Ich halte diese technischen Mängel in Verbindung mit dem verweigerten Gewinn für sehr problematisch.

Ich bitte um Unterstützung und eine faire Klärung meines Falls.

Alle Nachweise (Screenshots, Chatverlauf, Spielzeitpunkt) stelle ich gerne zur Verfügung.

Mit freundlichen Grüßen,

[username hidden by Casino Guru]

Villento-Benutzername

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Has the 30€ bet you made been deducted from your gaming account, or has this bet not been accepted at all by the system?

Could you please forward me the evidence you sent to the casino (game history, screenshots, chat history), along with the casino's responses to your emails? My email address is veronika.f@casino.guru.

Have you experienced any similar issues in this casino before?

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

Best regards

Veronika

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Thank you for your patience, and stay safe.

Dear Danielaaa,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.