Casinozer - Играчът твърди, че неизправността е причинила загубени печалби.

So, I played from 1:45 PM to 3:00 PM on June 29th on Casinozer's Portomaso 2 Live Roulette provided by Ezugi. Whenever I placed a bet, a pop-up would appear saying that the bets were not accepted, and my balance would disappear. I had to log out and log back in repeatedly. This malfunction lasted for about two hours. What’s strange is that even though my bets were not being accepted, whenever I lost, they still deducted the amounts and recorded them as legitimate transactions in the history. However, for approximately 13 minutes when my numbers actually hit, they neither accepted those bets nor paid out. This happened specifically from 2:47:43 PM to 2:59:19 PM, causing a significant loss. I requested that all bets placed between 1:45 PM and 3:00 PM be annulled due to this malfunction. The casino responded stating that everything was fine and there were no errors. I replied that it’s true, there were no errors but rather small frauds. The scammed amount is around 1,540 euros. You decide.

Allora ho giocato dalle ore 13,45 alle ore 15 del 29 giugno su casinozer roulette portomaso 2 live provvider ezugi appena puntavo mi usciva una mascherina che mi diceva che le scommesse non erano accettate e mi scompariva il mio saldo poi dovevo uscire e rientrare questo cattivo funzionamento e' durato per circa due ore quello che' e' strano che nonostante le puntate non venissero accettate in tutti i colpi perdenti miei loro trattenevano le somme e quindi li scrivevano nella cronologia come buone invece per circa 13 minuti in cui uscivano i miei numeri non me li acccettavano e non li pagavano e precisamente dalle ore 14,47.43 alle ore 14,59 .19 causando un notevole danno quindi ho chiesto dopo aver provato il cattivo funzionamento del sistema che tutte le giocate dalle ore 13,45 alle ore 15,00 venissero annullate ,Il casino risponde che e' tutto ok non ci sono stati errori io ho risposto e' vero non ci sono stati errori ma piccole truffe,l'importo truffato aggirra a circa 1.540 euro vedete voi

Dear sarino,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casinozer.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share your gaming history and proof of receiving the error messages saying your bets weren't accepted?
• Could you please share your communication with the casino support regarding the conclusion of their investigation? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

Thanks for your email.

Please understand if the game history is the only verifiable source of information, we cannot compel the casino to change its view and disregard your bets.

Do I understand correctly you were playing Portomaso 2 Live Roulette between these times found on the screenshot?

• When discussing this discrepancy, did the casino try to explain it?
• Have you requested a game history in other formats directly from casino support? If you have saved your interaction with the casino, please forward it to my email at [email protected]

Player's message:

Maybe I didn't explain myself well, the history I sent you confirms that I didn't play but my balance went from 1533.72 to 218.12 in fact there were no bets made from 11am to 3pm despite me trying to play at casino portomaso live 2 provider ezugi all the bets were rejected the reason was because having a bonus they didn't make me valid bets and yet my balance dropped from 1533.72 to 218.12 so I asked the casino, as per their gaming history to at least bring my balance back to 1,533.72 because if the bets were not accepted the balance had to remain 1,533.72, did I explain myself well?

Player's message:

Forse non mi sono spiegato bene la cronologia che ti ho inviato conferma che io non ho giocato pero' il mio saldo passa da 1533,72 a 218,12 infatti non ci sono state puntate fatte dalle ore 11 alle ore 15 nonostante io tentavo di giocare a casino portomaso live 2 provvider ezugi tutte le scommesse venivano rifiutate il motivo era perche' avendo io un bonus non mi facevano le puntate valide e cio' nonostante il mio saldo e' sceso da 1533,72 a 218,12 quindi io ho chiesto al casino ,come da loro cronologia di gioco almeno di riportarmi il mio saldo a 1.533,72 perche' se le puntate non venivano accettate il saldo doveva rimanere 1,533,72 mi sono spiegato bene?

You wrote in your initial post:

The casino responded stating that everything was fine and there were no errors. 

Have you saved this communication? Could you please send me the ticket, mail correspondence, or chat transcript of this interaction? Send it to my email at [email protected]

I apologize for the inconvenience.

Thank you very much, sarino, for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected])  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you sarino for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Casinozer for their help in resolving this complaint. We would like to ask if you could provide any information if there was a malfunction during the specified timeframe.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear sarino, I was in contact with the casino representative and was shown a report from the gaming provider about your situation. You correctly got all the winnings that were supposed to be paid and all the non-accepted bets were returned correctly to your player balance. With that in mind, we believe all bets have been resolved correctly and subsequently, we will reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter