Craze Play Casino - Der Spieler hatte mehrere technische Störungen.

I deposited €20 and only played one game with a stake of 20 cents. TROPICOOL BY ELK.

After about 20 minutes I got the first free spins there and won €15, but noticed that this money was not credited to my account.

I thought that it might be a bit delayed, so I continued playing. When I got the next free spins about 10 minutes later, I won about €7 and the profit was credited to me immediately.

But the other €15 wasn't there yet.

So I went into live chat and complained.

There I was told that they wanted to look at it and then let me know.

I kept playing the same game and about 20 minutes later I had the next free spins and won about €7.

Again it was not credited to my account.

So I immediately informed the live chat that something was wrong.

I got the same answer mn will contact you by mail.

I played a few more minutes and got freespins again and won about €10.

And again the same, the profit from it was not credited to my account.

Back to the live chat and now they told me to please stop playing until they solved the problem.

And I'll be informed by email.

The mail came after a few hours and it said that all my winnings have been paid out, which is complete nonsense.

It's not about a lot of money here, 32€, but if you play and get free spins, but don't get these winnings into your account and also claim that everything is fine then that's a big scam.

During my last free spins I had €11 in my account and won €10.59.

Didn't do a single shoot after that.

My account still shows me €11 credit if the free spins never existed.

I hope you can help me.

Greetings to the Guru tem

Ich zahlte 20€ ein und spielte nur ein Spiel auf 20cent Einsatz. TROPICOOL VON ELK.

Nach ca. 20 min bekam ich dort die ersten freespins und gewann 15€ ,bemerkte aber das dieses Geld meinem Account nicht gutgeschrieben wurde.

Ich dachte das es vielleicht das es ein bisschen verzögert kommt deshalb spielte ich weiter.als ich dann ca 10min später die nächsten freespins bekam gewann ich ca. 7€ und der Gewinn wurde mir sofort zugeschrieben.

Aber die anderen 15€ waren noch nicht da.

Also ging ich in den livechat und beschwerte mich.

Dort wurde mir gesagt das man sich das angucken will und mir dann bescheid gibt.

Ich spielte weiter das gleiche Spiel und ca. 20min später hatte ich die nächsten freespins und gewann ca. 7€ .

Wieder wurde es meinem Konto nicht gutgeschrieben.

Also informierte ich sofort wieder im livechat das da was nicht stimmt.

Ich bekam die gleiche Antwort mn wird sich per Mail melden.

Ich spielte noch ein paar Minuten weiter und bekam wieder freespins und gewann ca. 10€.

Und wieder das gleiche ,der Gewinn daraus wurde meinem Konto nicht gutgeschrieben.

Nochmal zum livechat und jetzt sagten sie mir ich soll bitte nicht weiter spielen bevor sie das problem gelöst haben.

Und ich krieg per Mail bescheid.

Die Mail kam nach ein paar Stunden und da hieß es das alle meine Gewinne ausgezahlt worden sind,was völliger Blödsinn ist.

Es geht nicht um viel Geld hier,32€,aber wenn man spielt und freespins kriegt, diese Gewinne aber nicht auf sein Konto kriegt und auch noch behauptet das alles in Ordnung ist dann ist das grosser Betrug.

Bei meinen letzten freespins hatte ich 11€ auf dem Konto und gewann 10.59€.

Habe danach kein einzigen Dreh mehr gemacht.

Mein Account zeigt mir immer noch 11€ Guthaben ob es die freespins nie gegeben hätte.

Ich hoffe ihr könnt mir helfen.

Lieben gruss ans Guru tem

Dear Vahataxi,

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 petronela.k@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.

Best regards,

Petronela

Here are 2 screenshots

Hier 2 Screenshots

Dear Vahataxi,

None of those three game rounds are displayed on your forwarded game history. Can you access earlier rounds, please?

Dear Vahataxi,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Here you can clearly see what happened.

After the free spins, my winnings are credited to my account, one spin later it is no longer there in my account.

Like I said, this happened 3 times

Sent the same all to craze play 2 weeks ago.

No Answer

Hier ist sehr gut sichtbar was passiert ist.

Nach den freespins wird mir mein Gewinn gutgeschrieben,einen spin später ist es auf meinem Account nicht mehr da.

Wie gesagt das ganze ist 3 mal passiert

Habe das gleiche alles an craze play geschickt vor 2 Wochen.

Keine Antwort

I'm truly sorry but I can't see the time and dates on the cropped screenshots.

I sent you the same screenshots a week ago, only I enlarged them all so you can see what I mean.

And on the old screenshots you can very well see the date and time.

Please take a close look

Die gleichen Screenshots hab ich ihnen vor einer Woche schon gesendet,nur hatte ich das jetzt alles vergrößert damit sie sehen was ich meine.

Und auf den alten Screenshots kann man sehr wohl das Datum und die Uhrzeit sehen.

Bitte schauen Sie genau hin

Hello. i deposited at another casino today and got the same error.

The casino was cashimashi.

And the same slot,Tropicool from Elk Studios.

I have 55€ balance, win a good 20€ and my balance shows 75€.

4 spins later my balance shows only €55 again and this win is not taken into account.

I believe that the provider Elk Studios has errors in its software, I can't explain it any other way.

I have stopped playing and am now awaiting my reply from the technical team at Cashimashi Casino.

Please help

Hallo.ich habe heute bei einem anderen casino eingezahlt und habe den gleichen Fehler gehabt.

Das casino war cashimashi.

Und der gleiche slot,Tropicool von Elk Studios.

Ich habe 55€ Guthaben,gewinne gute 20€ € und mein Guthaben zeigt 75€.

4 spins später zeigt mein Guthaben wieder nur 55€ und dieser Gewinn wird nicht berücksichtigt.

Ich glaube das der Anbieter Elk Studios Fehler in seiner Software hat,anders kann ich mir das nicht erklären.

Ich habe aufgehört weiter zu spielen und warte nun auf meine Antwort vom technikteam vom Cashimashi casino.

Bitte helfen

Yes, I have received those screenshots and I understand now. I do apologize it took me a bit longer.

Thank you very much, Vahataxi, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Vahataxi,

I am sorry to hear about your problem.

It looks genuinely like a problem on the game provider side.

I would like to invite the casino representative into the case.

Could you please check Vahataxi's game log one more time and explain why his previous winnings disappeared?

Hello everyone,

Thank you for pointing out this issue. I will speak with the relevant department to check with the game provider since this looks like an issue with the game provider. Our team's feedback pointed your betting history and everything looks fine but this could be just the bet history from our end and not reflecting the response from the provider itself.

However, I also have to express my disappointment for the "scam" feedback of the player after our team was swift enough to check the betting history in a timely manner and to instruct the player to switch to another game just in case there is a fault from the provider.

Will update here as soon as I have more info.

Thank you,

Richard

Player's Account Manager

I am very disappointed with the approach of this casino.

It has now been 3 weeks since this problem occurred.

When I wanted to ask live chat for the last time a week ago, I was kicked out of the chat twice, with a waiting time of 30 minutes

Uns ich sehr enttäuscht über die Vorgehensweise dieses casinos.

Mittlerweile ist es 3 Wochen her das dieses Problem aufgetreten ist.

Als ich vor einer Woche das letzte mal mich Bein livechat erkundigen wollte was denn nun ist wurde ich 2 mal mach 30 minuten Wartezeit einfach aus den chat gekickt

Dear Player,

There is a ticket open with the game provider.

Unfortunately it's not within our control on when and how fast the provider replies to our queries.

I will update this ticket when we have some feedback from the provider.

Thanks,

Richard

Thank you, Richard, for the fast reply.

We will wait for the message from the provider.

Dear Player,

We have just received information from game provider that actually 2 winning rounds were indeed missing from being awarded.

For reference, these bets are:

• Round - 2201261829220700000 - 10.59€
• Round - 2201261746250700149 - 7.14€

from the game Tropicool from ELK Studios.

We will be crediting the player the total sum of €17.73 in bonus money since the award was missing during bonus wagering. This will be done as soon as possible!

We apologise on behalf of the provider and for any inconvenience caused for this situation.

Whilst wishing you a great day ahead, I hope to see you soon on CrazePlay!

Regards,

Richard

No, there were 3 rounds, the €15.40 are still missing.

So a total of about €32

Nein es waren 3 Runden,die 15.40€ fehlen noch.

Also insgesamt ca.32€

Dear player,

We have now added a further €15.40 to your bonus balance since the provider indeed found another missing round.

After a second check however we did not find any other missing winnings.

Whilst wishing you a great day ahead, I hope to see you soon on CrazePlay!

Regards,

Richard

Hello Vahataxi,

Could you please confirm that the issue is now solved and we can close the complaint?

Hello Vahataxi,

You didn't respond, so I assume you received the missing money.

I am closing this complaint as solved.

Please reopen the complaint in case of any other problems.