Interwetten Casino - Hráč zažil technickou závadu.

Good day,

I played rainbow wilds Megaways at Interwetten Casino on March 10th, 2021, with a stake of € 2.5 I got free spins, I had already won around € 2500 and the multiplier was already at x12, there was a picture with a lot of small ones Megaways and many wilds as you could already see that it is certainly a very high profit.

Suddenly without warning without what got stuck, the game kicked me out and couldn't go in anymore, the game didn't go anymore, I went into another game and went immediately. Out again and still not trying the other game. I played another game because I still had credit a few minutes later! Tried I came back in the profit that was already calculated, the 2494 and a few cents before the picture comes, were gone, the free spins and the picture that came, don't know what the profit was.

Immediately called to Malta and asked it said it will be checked, I waited until today and today I get an e-mail from Interwetten that I have been credited with 1120 €.

I asked them if they were kidding me and needed a detailed account statement and a game history statement, and they just wrote that they had forwarded it again so that it would be looked at again because I am not satisfied, have again the things demanded and no answer until 7:21 pm.

I ask for help and hope that it will help me.

With best regards

Kinan

Guten Tag,

Ich hab am 10.03.2021 bei Interwetten Casino gespielt rainbow wilds Megaways gespielt, mit 2,5 € Einsatz hab ich Freispiele bekommen ich hatte schon ca. 2500 € gewinn gehabt und der Multiplikator war schon bei x12, da ist ein Bild gekommen mit viel Kleine Megaways und viele Wilds alsi man hat schon sehen können das es sicher ein sehr hoches Gewinn ist.

Aufeinmal ohne vorwahrnung ohne das was hängen geblieben ist, hat mich das spiel raus geschmissen und hab nicht mehr rein gehen können, das spiel ist nichtmehr gegangen, bin in ein andre spiel rein gegangen ist sofort gegangen. Wieder raus und das andre spiel probiert noch immer nicht. Hab andre spiel gespielt da ich sowieso noch guthaben hatte, paar Minuten später! Hab probiert bin wieder rein gekommen das Gewinn was schon gerechnet wurde die 2494 und paar cent bevor das Bild kommt, waren weg, die Freispiele und das Bild was gekommen ist, weiß nicht was für gewinn gegeben hat.

Hab sofort nach Malta angerufen und gefragt es hat geheissen es wird nach geschaut, bis Heute hab gewartet und Heute bekomme ich von Interwetten ein E-mail das 1120 € mir gutgeschrieben worden.

Ich hab denen gefragt ob sie mich verarschen wollen und von denen einen Detalierten Konto auszug sowie ein Spiel-verlauf Auszug brauche, und sie haben nur geschrieben das sie es wieder weitergeleitet haben damit es nochmal an geschaut wird weil ich nicht zufrieden bin, hab noch mal die sachen verlangt und bis jetzt 19:21 Uhr kein antwort.

Ich bitte um Hilfe und hoffe das mir geholfen wird.

Mit Freundlichen Grüßen

Kinan

Dear Kinan,

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? Could you please clarify if any promotional offer has been active at the time of the technical issue?

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

Thank you very much, Kinan1990, for providing all the necessary information via email. 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.

Hi Kinan,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Interwetten Casino to the conversation to participate in the resolution of this complaint.

Thank you very much

And hope you can help me.

With best regards

Kinan

Ich danke ihnen viel mals

Und hoffe das Sie mich helfen können.

Mit Freundlichen Grüßen

Kinan

Hi Kinan,

Thanks for the videos, something is obviously wrong with the game. I hope the casino will reply soon.

I have 3 new videos again!

If the game does not want to give a profit, then it runs normally to the end. As soon as it wants to give something it makes the same mistake.

I don't think you will answer Von Casino. Since the 10th until today, despite all the evidence, they ask me to be patient.

Otherwise you won't get an answer from them.

Ich habe 3 Neue Videos wieder!

Wen das Spiel kein Gewinn geben will, dann läuft ganz normal bis zum ende. Sobald es was geben will macht es das selbe fehler.

Ich glaube nicht das sie Von Casino antworten werden. Seit 10te bis Heute trotz die ganzen Beweise bieten sie mich um etwas Geduld.

Sonst kommst kein antwort von denen.

What do you recommend me now !?

Was empfehlen Sie mir jetzt!?

Hi Kinan,

I'm still trying to get in touch with the casino. In the meantime, I recommend you to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players. 

We would like to ask Interwetten 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.

Thank you,

I'll just go to my lawyer today and he'll take care of everything.

With best regards

Kinan

Ich danke ihnen,

Ich werde einfach Heute zu meinen Rechtsanwalt fahren und er soll das ganze übernehmen.

Mit Freundlichen Grüßen

Kinan

Hi Kinan,

I contacted the casino by Skype, it seems they were not aware of the complaint. I am expecting a reply soon, let's give them a few more days.

Hello

They lie all the time, I just talked to them enough on the phone and often wrote them, the same thing is said every time, nothing comes out, they won't answer.

Hallo

sie lügen die ganze Zeit nur ich hab mit denen oft genung telefoniert und oft geschrieben, jedesmal wird das gleiche gesagt, es kommt nichts raus, sie werden sich nicht melden.

Hi Kinan,

The casino asked for the videos you sent to us so I forwarded one (because the rest is expired) to them. Now I'm waiting for a reply.

Yes, but where the game kicked me out, I didn't have a video that was on March 10th, 2020

The videos I sent you are videos of what happened after that, I recorded so that I could show them that the game made a mistake.

The first time I was kicked out of the game is important to me. I had a great profit there.

For me they are from casino liars and cheats if they wanted me to win a profit would have been done long ago because all the videos where I sent them to them I have also forwarded to casino, so they should have everything. But everything is just finished.

I'm curious what will come out.

Ja aber wo das Spiel mich raus geschmissen hat, da habe ich keine Video gehabt das war am 10.03.2020

Die Videos die ich ihnen geschickt habe die sind Videos was danach passiert sind, habe ich aufgenommen damit ich denen Zeige dass das Spiel ein fehler macht.

Mir ist wichtig das erste mal wo das Spiel mich rausgeschmissen hat. Da hatte ich ein hohes gewinn gehabt.

Für mich sind sie von Casino Lügner und Betrüger wen sie mir ein Gewinn zustehen wollten wäre schon längst erledigt da die ganzen Videos wo ich die zu ihnen geschickt habe habe ich auch an Casino weitergeleitet.also sie müßten alles haben. Aber ist alles nur ausreden.

Bin gespannt was raus kommen wird.

Hey

And do you already know what?

Hey

Und wissen Sie schon was?

Hi Kinan,

It is a bit hard to prove the winnings since we don't have it on video. However, I got a response from the casino by email. Please send all the information and evidence once more to this email address: Interwetten.Affiliate@interwetten.com and let me know what they reply will be.

Hi Kinan,

Have you contacted the casino and sent them the videos yet?

Yes I sent everything.

Actually, you just need to see the game. 10.03 then you see that the game threw me out and that the free games were not played to the end, how can I prove who the game threw me out without warning.

Ja hab alles geschickt.

Eigentlich sie brauchen nur den spiel verlauf sehen von. 10.03 dann sehen sie dass das Spiel mich raus geschmissen hat und das die Frei Spiele nicht zuende gespielt worden sind, wie soll ich nachweissen wen das spiel mich ohne vorwahrnung raus geschmissen hat.

This is a screenshot of game info

Das ist ein Screenshot von spiel info

If you check correctly at Casio, you will surely find out what the error is. And they would be able to see for sure that the game kicked me out and that I tried to get in but the game didn't go.

Wen sie bei Casio richtig überprüfen dann werden sie auf die Fehler sicher drauf kommen. Und sie wrrden sicher sehen können dass das Spiel mich raus geschmissen hat und das ich versucht habe rein zu kommen, aber das Spiel nicht gegangen ist.

Hi Kinan,

Has there been any news?

Hello

No, it is now exactly 39 days.

I have been waiting for 39 days and so far still no success and no answer.

Can you maybe ask me again how it looks like?

Thanks in advance

Hallo

Nein, es sind jetzt genau 39 Tagen vorbei.

Ich warte seit 39 Tagen und bis jetzt noch immer kein Erfolg und kein antwort.

Können Sie vielleicht für mich bitte nochmal nachfragen wie es auschaut?

Danke in Vorraus

Sure, I will and I will get back to you ASAP.

Thanks in advance.

Danke in Vorraus.

Hi Kinan,

The data was forwarded to a relevant department, waiting for further information.

Hello,

They have been saying that for over a month.

Normally they have 30 days and they are already much over it. Do you think something will happen there?

Hallo,

Das sagen sie seit über einen Monat.

Normal haben sie 30 Tagen und sie sind schon viel drüber. Glauben sie wird da was?

How does it look?

Do you know anything new?

Wie schaut aus?

Wissen Sie was Neues?

Hi Kinan,

I still haven't received anything from the casino. 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.

Hi Kinan,

I still haven't heard from the casino. I will now mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints might help speed up the process a bit. When the casino contacts us with a possible solution to the problem, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling the form or how the MGA responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter

Dear Kinan1990,

The casino sent us the record of your game round from the game provider. I believe you have a copy as well. We calculated the winnings won from the game round but they were much lower than €2500. If the game got stuck after that, I’m afraid there is not much we can do. The situation would be different if the calculated winnings were higher before the problem occurred. Most of the casinos have a term in their T&Cs such as the following:

" Unexpected technical problems or circumstances outside the control of Interwetten such as technical problems with third-party providers allow Interwetten to cancel bets and give refunds to players. Where a game is stuck in a state where it cannot be finished, for example a connection loss while playing, Interwetten has the right to "clean up" such bets at a regular basis and refund the bet/wager to the player’s account. This is performed on a monthly basis. If the game has been aborted or miscarried on the server, the player will be refunded."

This means that the casino doesn’t guarantee the winnings if a technical problem occurs on the side of a third party. I’m afraid there is nothing else we can do to help you with this one.

Best regards,

Peter