Casino Extreme - プレイヤーの賞金はカジノによって遅れます。

December 10th, I have contacted Live support, emailed and called Casino Extreme and no one will respond or even open my emails. I am needing help since they are not communicating. On the game Ripcord, I clicked cash out at $131.06 before it got to game over, the game continued and froze at the end and it did not get credited to my balance.

You can clearly see in my screenshot that it shows I claimed 131.06 and am owed that to my balance.

Now minutes after was a second time this morning the very same game Ripcord Rush did not go on my balance. I immediately contacted live support for the first winnings and the second winnings that didn't go on my balance which I can provide documents for. They said to send email with the info which I did. I have attached another screenshot of this other winning that I need to be credited for $368.13. so my total now due to me is $499.19 for both winnings on the game Ripcord Rush. I have sent 27 emails and not one email was even opened.

Dear jennifermarierandall,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. The games in the casino are programmed to continue even when the connection between the server of the game provider and you are disconnected. If such an event happens, you can see a different result on your screen than on the casino server. If two different results exist, the correct one is the one on the casino server.

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

• Do I understand correctly that you only experienced this once with one specific game? 
• Are the results of this game or game session recorded in your game history?

Thank you very much in advance for your reply.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello,

Yes, this was the only game it happened on and it happened twice within minutes, in which I contacted support immediately. I stopped playing it after it happened. It is also in my game playing history as well.

Thank you for your reply, jennifermarierandall. Could you please post a screenshot of your game history here in this thread?

Additionally. please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.