DrueckGlueck Casino - Hráč zažil technické závady.

I can no longer play a game. Was in a bonus round, then the error occurred and I can no longer play the game. Have shadowed times and sent 3 emails. Again and again I am assured that something will be done but nothing happens. And since Monday

Kind regards
Maria

Ich kann ein Spiel nicht mehr spielen. War in einer Bonusrunde , dann trat der Fehler auf und ich kann seiddem das Spiel nicht mehr spielen. Haben schon endliche Male geschattet und auch 3- Emails geschickt. Immer wieder wird mir versichert das etwas getan wird aber es passiert nichts. Und das seit Montag 

MFG 
Maria

Dear Maria,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We will contact the casino and ask for their assistance, but, before we do so, please could you confirm that you haven’t received any response from the casino yet? Could you please advise which game you have been playing when the malfunctioning occurred? If you have any screenshots, please forward them to petronela.k@casino.guru. I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Maria,

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.

Hello, I can play Starbust again since the complaint was closed, but I was in a bonus round but Starbust did not start again in the bonus round. The game did not start on the bonus round. But after submitting the complaint, I can play again.

Hallo, ich kann zwar das Spiel Starbust seid der Einstellung der Beschwerde wieder spielen, aber ich war in einer Bonusrunde aber das Spiel Starbust hat nicht bei der Bonusrunde wieder gestartet. Das Spiel ist nicht bei der Bonusrunde gestartet. Aber nach Einreichung der Beschwerde kann ich wieder spielen.

Dear Maria,

Thank you very much for the update. Do I understand it correctly that your problem has been resolved? Do I have your permission to close this complaint? Thank you in advance for your reply.

Hello, the problem with the game "Starbust" has been solved. I can play the game again.

But the game made a technical mistake during a bonus round. I could not start this bonus round again.

Hallo, das Problem mit dem Spiel " Starbust" hat sich erledigt. Ich kann das Spiel wieder spielen.

Aber das Spiel hat während einer Bonusrunde einen technichen Fehler gemacht. Diese Bonusrunde konnte ich aber nicht wieder starten.

Please, have you received any response from the casino yet?

No, I didn't get an answer from the casino !!

Nein, ich habe keine Antwort vom Casino erhalten!!

Thank you very much Maria for your quick reply. I will now transfer your complaint to my colleague Peter 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 Maria,

I'm taking over your complaint. I will contact the casino and see what can be done.

We would like to ask the DrueckGlueck Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hello Maria,

I received a reply from a casino rep. The potential win in the bonus round was €15.82 when your game froze. The casino added the amount to your real money balance. They sent you an email on the 20th of April stating this. Can we consider the issue resolved?

Even though we assume that the issue has been resolved, without a confirmation from the player, we are forced to reject this complaint.

Best regards,

Peter