Scatters Casino - Hráč zažil technickou závadu.

I have bought a €200 bonus on Fruit Party almost two weeks ago. I actually bought a ton higher bet buys the last couple of days but one of them had an error in it. It deducted the money from my balance but it didnt give me the win of it.

I contacted the chat and I screenshotted the bet so they could see it was taken and it says I have a €0 win which was incorrect. After that it got quiet so i contacted them twice. It was still being investigated i've heard. Eventually I got an answer that wasnt suppose to be for me, which made me question this casino as of privacy reasons, how do you send me a respond on a ticket that isnt for me? That just Isnt right.

I just contacted the chat again and got the same answer. I told them this time wasnt really acceptable. I feel like because its a higher bet with an error they don't want to do anything about it. If it was a €0,50 bet this would have never been the case. They would just mark the bet as invalid but because its a €200 they are not doing anything for me and they are letting it reviewed by the provider which is taking way too long, they dont even know when they know something.

I've been very patient and understandig but I did complain in the last chat about it so I got offered bonus money. The amount they gave me was €10. I thought that was kind of insulting as i deposited over €1500 the last month im a member and wagered thousands in that time. I wasnt there to ask for free money, they offered, but i felt really unappreciated with the amount they gave me after i said ok to the offer, knot knowing it was only €10.

For all I know the bet was invalid so I offered to place it again. Im not sure what I won as i bought alot of them but it wasnt a huge amount. I think giving me the bet back with a 1x wager would be very reasonable and that is what usually happens if the bed is invalid, you get the money back. I wouldnt get the win either for it if there was an error. They are taking way too long handling this. I understand they are investigating this with the provider but they should considering handling it differently customer wise.

Dear Semantje,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that it is a common procedure for casinos to audit players’ game activity if there’s reported any technical issue. From our experience it may take 14 days, but every casino is different and has its own procedure which needs to be followed. Could you please advise if the investigation of the game provider has been concluded already?

Additionally, please forward your game history 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

Hi petronela,

The investigation is not concluded yet. I have no idea what time frame they use for it as nobody can tell me sadly.

I've sent a printscreen from the bet to the mail adres.

They did let me know earlier that this is very rare and it didn't make sence for them either. They couldn't figure it out so that's why they send the problem to the game provider.

It has been two weeks now. I actually want to install a gamban soon so that's why I want it sorted out soon.

Thanks again for your help!

Thank you very much, Semantje, for the screenshot. Could you please forward your game history too? 

I couldn't download it directly from the website so I had to request it. Will send it forward when I'll receive it.

Thank you Semantje for the update. I'll be waiting for your game history patiently.

Thank you very much, Semantje, for your reply 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.

Hi! Just wanted to let you know they found my winnings finally so this case can be closed and I'm going to close my accounts finally.

Thanks for your help.

Dear Semantje,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.