Pixel.bet Casino - Hráč zažil technickou závadu.

I played a game and all small and large winnings were not credited to me. I also sent support 2 videos as proof, only it hasn't happened for 14 days

Ich habe ein Spiel gespielt und sämtliche kleine und große Gewinne wurden mir nicht gutgeschrieben habe auch den Support als beweis 2 Videos geschickt nur es passiert nicht seit 14 Tagen

Dear Togo1988,

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 videos, ideally your game history along with any relevant communication to petronela.k@casino.guru?

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

Best regards,

Petronela

Thank you very much, Togo1988, for providing all the necessary information. 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 Torsten,

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

Dear Togo1988,

Thank you for your patience on this matter. 

I'm Richard, casino representative here for Pixelbet. We are truly sorry for the issue that you experienced!

Due to GDPR, we can’t reveal any sensitive information here in the thread. Still, we want to make sure to handle this issue the best way possible and therefore ask you to send an email to us (support@pixel.bet) with the subject line "CasinoGuru - Richard," and I will make sure to handle this for you.

We wish you all the best.

Kind regards,

The Pixelbet team

Well, I’m curious whether they’re just being processed that’s waiting for an answer. The letter has been for 14 days and nothing happens

Na ich bin ja mal gespannt ob sie auch einfach nur abgefertig werden das sie auf ne Antwort warten. Das Schreiben die seit 14 Tagen und nichts passiert

Dear Togo1988,

Thank you for your swift reply on this matter.

As mentioned before, due to GDPR, we can’t reveal any sensitive information here in the thread. Still, we want to make sure to handle this issue the best way possible.

If you have any questions or concerns, please get back to us via either email or live chat, we are open every day between 09.00 to 23.59 CET time.

We wish you all the best.

Kind regards,

The Pixelbet team

They turned in and credited me 17 € I doubt that it was the full amount but I can't prove it. Thank you so much. But it's very strange you write about 30 emails with which you one and something happens. Thank you so much

Sie haben eingelenkt und mir 17€ gutgeschrieben ich bezweifle das es der volle Betrag war kann es aber nicht nachweisen. Vielen lieben Dank. Aber es ist schon sehr komisch man schreibe ca 30 Emails mit denen ihr eine und schon passiert was. Vielen lieben Dank

Dear Togo1988,

Thank you for your swift reply on this matter.

Due to GDPR, we can’t reveal any sensitive information here in the thread. Still, we want to make sure to handle this issue the best way possible.

If there are any discrepancies, please get back to us via either email or live chat, we are open every day between 09.00 to 23.59 CET time.

We wish you all the best.

Kind regards,

The Pixelbet team

Hi all,

Thank you both for your replies. Dear Torsten, I'm glad to hear that you received compensation. As you mentioned above, since we can't prove it was supposed to be more, this is the next best thing. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. 

Best regards,

Peter