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Hello casino guru,

I've been playing here at WagmiCasino for a while. So far, deposit and withdrawal have worked.

Won a large sum playing a Mr. SLOTTY slot. After that I made a withdrawal and this was confiscated.

I then contacted the casino to ask why the winnings were confiscated. The casino contacted the provider and the result was that the winnings were not paid out due to a "software" error.

So if I play different slots and lose it's fine but as soon as I win something it's a "failure"

Hallo Casinoguru,

Ich spiele schon einige Zeit hier bei WagmiCasino. Bisher haben Ein und Auszahlung funktioniert.

Habe bei einem Slot von Mr. SLOTTY eine groß Summe gewonnen. Danach habe ich eine Auszahlung getätigt und dies wurde konfisziert.

Ich habe daraufhin das Casino kontaktiert auf die frage warum die Gewinne beschlagnahmt wurden. Das Casino hat den Provider Kontaktiert und das Ergebnis war das die die Gewinne nicht auszahlen wegen einer "Software" Fehler.

Also wenn ich verschiedene Slots spielen und verliere ist dies in Ordnung aber sobald man was gewinnen sollte ist es ein "Fehler"

Dear Chris187,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history in Excel format to nikolas.b@casino.guru? Please advise the exact time of the incident.

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.

Please understand, that if the game provider has confirmed the error, the casino can do nothing with it.

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

If the game provider has bugs, that's not my problem. Who can I report to?

Wenn der Spielanbieter Fehler hat ist dies nicht mein Problem. An wem kann ich mich da melden?

Dear Chris187,

You can try to contact directly the game provider as they are the only one who can help you. If they claim that there were no winning bets, there is basically nothing that can be done.

Is there anything else we could assist you with? If not, the complaint will be closed as it is not the casino's fault that there was a software issue with the game provider.

Dear Chris187,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

So I contacted the casino again. The casino contacted the provider 3 weeks ago and they have not received an answer yet. They know very well that the rip-offs. That's why there is no answer. The provider Mr. SLOTTY is criminal!

So ich habe nochmals den Casino Kontaktiert. Das Casino hat vor 3 Wochen den Provider Kontaktiert und die haben noch keine Antwort erhalten. Die wissen ganz genau das die Abzocken. Deswegen kommt keine Antwort. Der Provider Mr. SLOTTY ist kriminell!

Dear Chris187,

Did you try to contact the game provider by your own?

Please understand that it is not the casino's fault if the provider does not respond.

Dear Chris187,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello,

I received a reply from the casino. They write that it may take until the end of summer this year before I get an answer. I believe that I will no longer receive an answer. Everything just rip off with a license and you from Casinoguru don't do anything anymore. Why is there a complaints page if you don't do anything.

Now I have to wait until "end of summer". I can fool myself.

Hallo,

Ich habe eine Antwort vom Casino erhalten. Die schreiben das es bis ende Sommer dieses Jahr dauern kann bis ich eine Antwort erhalte. Ich glaube daran das ich keine Antwort mehr erhalte. Alles nur noch abzocke mit Lizenz und Ihr von Casinoguru macht auch nichts mehr. Warum gibt es eine Beschwerde seite wenn ihr nichts macht.

Jetzt muss ich bis "Ende Sommer" warten. Verarschen kann ich mich selbst.

Dear Chris187,

I've asked you 2 times already if you did contact the provider by your own but you still did not answer. Please do as advised otherwise we will be closing the complaint.

Regards,

Nick

Dear Chris187,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.