Wunderwins Casino - Играчът смята, че неговият залог на Craps е бил отчетен неправилно.

Good day,

the casino does not calculate correctly.

I had bet €150 on don't pass and €150 on pass with REAL money in craps (Play 'n' go), but interrupted the game due to time constraints.

With the game round was dropped and I paid out the next day.

When it came to me shortly afterwards, I deposited €150 again at the casino.

I checked and fortunately the round was still saved in craps.

So I continued to shoot WITHOUT A NEW BET and don't pass won.

So I should have gotten €300 with the bet.

That would give me an account balance of €450.

Only €150 was paid out, so my account balance is €300.

This is incorrectly billed and I ask for correction.

I contacted the chat, but I was brushed off there with the words that everything was correctly billed.

I have attached a screenshot of the €300 bet.

Guten Tag,

das Casino rechnet nicht richtig ab.

Ich habe mit ECHTgeld bei Craps (Play`' n ' go) 150€ auf don´'t pass und 150€ auf pass gesetzt gehabt, aber das Spiel aus zeitgründen unterbrochen.

Mit ist die Spielrunde entfallen und ich habe am nächsten Tag ausgezahlt.

Als es mir kurz daruaf wieder einfiel, habe ich wwieder 150€ im Casino eingezahlt.

Ich schaute nach und bei Craps war die Runde zum Glück noch gespeichert.

Ich habe also OHNE NEUEN EINSATZ weiter gedreht und don`t pass hat gewonnen.

Ich hätte also mit der Wette 300€ bekommen müssen.

Damit hätte ich einen Kontostand von 450€.

Ausgezahlt wurden nur 150€, so dass mein Kontostand 300€ beträgt.

Das ist falsch abgerechnet und ich bitte um Korrektur.

Den Chat habe ich kontaktiert, allerdings werde ich dort abgewimmelt mit den Worten, es sei alles richtig abgerechnet.

Einen Screenshot der 300€-Wette habe ich angehangen.

Dear Ivpluer,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Is it correct that you had one bet of €150 and the other one of the same amount on the opposite bet? Would it be possible that due to the Pass line being a losing bet, your active balance was reduced by that amount?

Could you please forward your game history to petronela.k@casino.guru?

Looking forward to hearing from you.

Best regards,

Petronela

Hello,

almost right.

I had saved a total of €300 on craps.

150€ on "pass" and 150€ on "don't pass".

I didn't wager any of my deposit as I was in the shooter phase.

Now "don't pass" had won and I should have been paid €150 x2.

However, I only got 150€.

Hallo,

fast richtig.

Ich hatte gesamt 300€ auf Craps gespeichert.

150€ auf "pass" und 150€ auf "don´'t pass".

Ich habe nichts von meiner Einzahlung gesetzt, da ich mich in der Shooter Phase befand.

Nun hatte "don't pass" gewonnen und ich hätte 150€ x2 ausgezahlt bekommen müssen.

Allerdings habe ich nur 150€ bekommen.

Screenshots from the player:

Could you please advise the exact time of the incident and forward your game history from that period, please?

That's when I bet the €300... However, the history isn't displayed correctly here because, as I said, I didn't finish the round.

As you can see on my screenshot, the bets were distributed differently than shown here.

Das war als ich die 300€ gewettet habe... Allerdings wird die Historie hier nicht richtig angezeigt, weil ich, wie gesagt, die Runde nicht zu Ende gespielt habe.

Wie sie auf meinem Sccreenshot sehen können, waren die Einsätze anders verteilt, als hier dargestellt.

Would it be possible for you to send me a screenshot that clearly shows the columns for 'balance' and 'bet'? This will help me better understand the display and assist you more effectively. Thank you.

Hello,

Unfortunately I can't send it more precisely because I only have access to this table

Hallo,

Leider kann ich es nicht genauer schicken, da ich nur auf diese Tabelle Zugriff haben

Could you request it from the casino directly, please?

Dear Ivpluer,

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.

We are unable to carry out any further investigation or provide potential solutions due to the lack of response from the player. As a result, we have closed the case, but the player is free to reopen the complaint at any time.