Hejgo Casino - プレイヤーの賞金は入金されません。

Hello, I won a 10€ cash drop at the casino on Gates of Olympus, but after two days, my winnings still have not been credited and the support refuses to help me. I have a video of the 10€ cash drop that is 1 GB in size. I can't send a file this large by email, and the support's response was for me to just cut the video into several clips 🤣🤦🏼‍♂️ After 30 minutes of support, I gave up. It seems they don't want to give me these 10€... My concern is about the principle and not the 10€.

Kind regards,

hallo, ich hab bei dem Casino einen 10€ cash drop gewonnen bei Gates of Olympus, nach 2 Tagen ist mein Gewinn immer noch nicht gutgeschrieben und der support weigert sich mir zu helfen, ich hab von dem 10€ cashdrop ein Video dessen Größe 1 GB beträgt, per Email kann ich eine so große datei nicht schicken, und die Antwort vom Support ist ich solle das Video einfach in mehrere clips schneiden 🤣🤦🏼‍♂️ nach 30 min support hab ich es aufgegeben, anscheinend möchte man mir nicht diese 10€ geben... mir geht es ums Prinzip und nicht um die 10€

mfg

Dear FlashFX,

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

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

• Could you please advise what was the response from the casino regarding the issue? Is the win recorded in your gaming history?
• If you may, upload the video file to a video-sharing platform of your choice and provide a link so we may review the gameplay.
• You can share the remaining information either here in the form of screenshots, or send the information to my email at tomas@casino.guru

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

Best regards,

Tomas

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.

Dear FlashFX,

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, according to Hejgo Casino's technical support, the cash drop was not saved, I have a video of the €10 cash drop, but I don't know the casino where I'm playing, the only thing you can see is the time when the drop was won and my game history in which you can see that at the same time as the cash drop came I played exactly this game with the same stake.

If the casino doesn't want to add 1 and 1 together, then that €10 is definitely lost, there is no clear evidence other than the exact time.

I think we'll leave it like that and say goodbye to the cash drop, I don't think it's worth the effort.

I will write a review about the cash drop system at Hejgo and the fact that it is not saved in the system.

If you think you can achieve something with the information then leave the case open, otherwise it is probably better to close the case, the effort is not worth it.

Hallo, laut dem technischen support von Hejgo Casino wurde der Cash Drop nicht gespeichert, ich hab zwar ein Video vonndem 10€ cash drop, aber mannerkennt nicht das Casino in dem ich Spiele, das einzige was man sieht ist die Uhrzeit wann der Drop gewonnen wurde und mein Spielverlauf in dem man sieht das ich zur selben Zeit wie der Cash Drop kam auch exakt an diesem Spiel mit dem gleichen Einsatz gespielt habe.

Wenn das Casino nicht 1 und 1 zusammen zählen möchte, dann sind diese 10€ definitiv verloren, es gibt keine eindeutigen beweise, bis auf die exakte Uhrzeit.

Ich denke wir belassen das so und ich verabschiede mich von dem Cash drop, ich denke der Aufwand ist es nicht wert.

Ich werd eine Rezession verfassen über das Cash Drop system bei Hejgo und das es nicht im system gespeichert wird.

Falls sie glauben doch noch etwas mit den Informationen erreichen zu können dann lassen sie den Fall offen, ansonsten ist es wahrscheinlich besser den Fall zu schließen, der Aufwand lohnt sich nicht.

I understand your sentiment, dom5801,

but if there is no pertinent record of what you are describing, I'm afraid we won't be able to help you. Please understand that we stand no chance of confronting the casino without any supporting evidence.

I wish I could be of more help. I’m sorry we couldn’t help you resolve this case, but please do not hesitate to contact us if you run into issues with any online casino in the future.

I will now reject this complaint. Thank you for your understanding. 

Wishing you a joyful, successful, and healthy new year 2024.