Platincasino - Hráč během hraní zažil technickou závadu.

The day before yesterday I had played in the platinum casino.

Played the game "Santas Big Bash Megaways" (3:37 pm)

I bought the free spins for € 50 + 5%.

Then I got the jackpot in the free spins 17x multiplier and a good symbol (max .: payout x25000) and then the game kept crashing.

I was shown the 5000 euros but when I logged in again it crashed after a few laps.

When you log in for the fourth time, the free spins and the winnings were gone.

No delayed posting of my winnings.

I turned to support and they just put me off the day before yesterday and yesterday.

That this is checked.

I shouldn't worry, nothing is lost.

So I assumed that I would get my 5k credited in a few days when this is checked, but unfortunately that was not the case: allegedly there was a system error ...

And got this as an answer:

Lisa (Platincasino)

11/25/2021, 3:42 pm CET

Thank you for your patience.

After a successful check by our responsible department, we would like to inform you that the game provider has closed your open game round. We have lost profits on your player account

credited.

6619741565 11/24/2021 3:33:40 - 11/25/2021 12:59:25 Santa's Big Bash Megaways Bet € 50.00 Tax 2.65 € Win € 212.44

Thank you for your cooperation and we hope you continue to enjoy our platform.

If you have any further questions, feel free to contact us by email or chat.

Kind regards

...

I even have a screenshot of my win

I am now really at a loss and also disappointed with Platincasino, because I had only had good experiences so far.

Now I have the problem that I thought I had the 5k save and had now invested more in various casinos than I actually did.

I really need the money ...

Maybe someone can. Help, the screenshot is attached.

Ich hatte vorgestern im Platincasino gespielt. 

Das Spiel "Santas Big Bash Megaways" gespielt (15:37 Uhr)

Ich hatte mir die Freispiele für 50€+5% gekauft. 

Hatte dann in den freispielen 17x Multiplikator und einem guten Symbole den Jackpot bekommen (Max.: Auszahlung x25000) und dann stürzte immer wieder das Spiel ab.

Angezeigt wurden mir die 5000 Euro aber wenn ich mich erneut einloggte stürzte es nach paar Runden wieder ab.

Beim 4. Einloggen waren die Freispiele und der Gewinn weg.

Keine verzögerte aufbuchung von meinem Gewinn.

Hatte mich an den Support gewendet und die hatte mich vorgestern ind gestern nur vertröstet. 

Das dieses geprüft wird.

Ich solle mir keine Sorgen machen, es wäre ja nichts verloren. 

Also bin ich davon ausgegangen das ich meine 5k in paar Tagen wenn dieses geprüft wird gutgeschrieben bekomme, das war aber leider nicht der fall: angeblich gab es einen Systemfehler...

Und bekam dieses als Antwort:

Lisa (Platincasino)

25.11.2021, 15:42 MEZ

vielen Dank für deine Geduld.

Nach erfolgreicher Prüfung durch unsere zuständige Abteilung möchten wir dir Mitteilen, dass der Spielanbieter deine Offene-Spielrunde geschlossen hat. Entgangene Gewinne haben wir auf dein Spieleraccount 

gutgeschrieben.

6619741565  24.11.2021 15:33:40 - 25.11.2021 12:59:25  Santa's Big Bash Megaways Bet €50.00 Tax 2.65 € Win €212.44

Wir bedanken uns für deine Mitarbeit und wünschen dir weiterhin viel Spaß auf unserer Plattform.

Solltest du weitere Fragen haben, melde dich gerne per Mail oder im Chat.

Mit freundlichen Grüßen

...

Ich hab sogar ein Screenshot von meinem Gewinn

Ich bin jetzt echt ratlos und auch enttäuscht von Platincasino, weil ich bisher eig. auch nur gute Erfahrungen gemacht hatte.

Jetzt hab ich das Problem das ich dachte ich hätte die 5k save und hatte jetzt in div. Casinos mehr investiert wie ich eig. Dann vorhatte und komme jetzt wegen so nem Scheiß in Schwulitäten... -.-

Ich benötige ganz dringend das Geld...

Vielleicht kann mir jemd. Weiterhelfen, anbei noch der Screenshot.



Dear Denis,

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? I haven't received anything when the complaint was submitted.

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.

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.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

I've sent you the screenshot.

Many thanks for your help.

Ich habe Ihnen den Screenshot geschickt.

Vielen Dank für Ihre Hilfe.

Thank you very much, Denis, for providing all the necessary information via email. I will now transfer your complaint to my colleague Matej 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 Denis.

The games in the casino are programmed to continue even when the connection between the server of the game provider and you are disconnected. If such an event happens, you can see a different result on your screen than on the casino server.

If two different results exist, the correct one is the one on the casino server.

In the case that round is not finished or crashed - all bets are void.

I am afraid that there is no way how you can get the winnings.

Hello Denis.

In the reply from the casino, they mentioned that your round was open.

The game round ended on the provider side correctly, but the result was never transferred to the casino.

Number 8 from the picture was not realized, and because of that, your game locally ended with a random (in your case, very fortunate result)

However, the game provider result was different. When you contacted the casino, they checked the outcome of the game round and closed the game round and gave you the winning of € 212.44. That was the result on the game provider server.

Unfortunatelly there is nothing we can do in this situation.

The results from the game provider are always the correct ones.

If I can't be helped

Then the case can be closed.

Warm greetings

Denis

Wenn mir nicht weitergeholfen werden kann,

Dann kann der Fall geschlossen werden.

Liebe Grüße

Denis

Dear Denis,

Thank you for using the Casino Guru complaint resolution center. 

I am sorry for the bad news.