PlayUZU Casino ES - Hráč během hraní zažil technické závady.

On December 19 I had an incident with a surprise-pack of ninja master spins for 36e, the system got blocked in the middle of the spins and I have not been able to recover that game with the profit it was generating nor the 36 euros that It cost the print run pack and it's been 26 days without being given a solution.

El día 19 de diciembre tuve una incidencia con un sorpresa-pack de tiradas de ninja máster por 36e, el sistema se quedó bloqueado en medio de las tiradas y no he conseguido recuperar esa partida con el beneficio que iba generando ni tampoco los 36 euros que costó el pack de tiradas y ya van 26 días sin que me den una solución.

Dear Stirp1985,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru?

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

They have not given me any solution to the case for the moment. All the best.

No me han dado ninguna solución al caso por el momento. Un saludo.

Thank you very much, Stirp1985, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 joselurueda,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite PlayUZU Casino ES to join the conversation.

Dear PlayUZU Casino ES,

Can you please provide more information regarding the issue with ninja master game as the player described it?

Dear joselurueda,

I've received the following response from the casino:

"On 16.01.2023 the player was credited with 25.08 EUR as missing free spins winnings from game session ID 303306968 on 19.12.2022"

So it appears as if the issue is sorted, can you please confirm this?

It has already been requested, although it has taken a month to solve it.

Ya se ha solicionado si aunque han tardado un mes en solucionarlo.

Dear joselurueda,

Do I understand correctly that the issue has been resolved?

Yes. Thank you. All the best.

Si. Muchas gracias. Un saludo.

Dear Stirp1985,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Michal

Casino.Guru