Grand Casino - プレーヤーは技術的な不具合を経験しました。

I had the feature on More Gold Diggin, which I won $121.90. When the feature finished it said network error and did not add the winnings to my balance. I reported it to Grand Casino who said it will be sorted very shortly. I reported it Thursday and I am still awaiting a response. The customer service is shocking and never give you any definitive answers.

Dear Stewart,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, to petronela.k@casino.guru and advise if this were an isolated case or it has happened in the past?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Stewart,

Thank you very much for your quick reply via email. I fully understand how frustrating it must be for you, but please allow me to set the timer for 14 days and give some time to casino and the game provider to investigate. If there’s no development by then, we will intervene. Please understand, we are left with no other option now. Thank you very much for your understanding and patience. 

Have there been any developments since our last conversation?

Dear Stewart,

Have you received any update? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.