The player from Ukraine had experienced a game freeze while playing 'Bananas' from Champion. After restarting, a significant bonus had disappeared, causing a loss of potential spins. He had contacted the casino's support service and had been credited 2962 hryvnias to his game account. However, upon attempting to withdraw, he was informed of a commission fee due to clause 6.22.8 of the casino rules. He was asked to make a bet amounting to 5924 hryvnias for commission-free withdrawal. Despite our efforts to assist, the player had failed to respond to our inquiries within the given time frame, resulting in the complaint being rejected.
On October 3, 2023, I was playing the "bananas" game from the provider "champion". Suddenly, the program froze. After restarting, I returned to the same game, but the bonus was gone. There were about 200 spins left, at 4 hryvnias each. I'm including a screenshot of the game
03.10.2023р. Я грав гру "bananas" від провайдера "champion", потім програма зависла, а після перезагрузки я знову зайшов в ту саму гру, але бонусу не було, там залишалось близько 200 круток, по 4гривні. Скріншот гри додаю
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, possibly your game history with the exact time of the incident along with any relevant communication to veronika.l@casino.guru? Have you stopped playing right after the incident?
Meanwhile, please check our article explaining "How slot machines are programmed" and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your understanding.
This is my correspondence with the support service of Vulkan casino. First I corresponded in the chat, and then I sent a letter to their email, to which I also received a message. After the bonus disappeared, I immediately contacted the support service of the casino, to which they replied that what are you waiting for, how much It is not clear. You can continue to play on the question, THEY said yes, for which I have a screenshot. I ADD all screenshots
Оце моя переписка зі службою підтримки Vulkan casino.Сначала в чаті я переписувався, а потім ввдправив листа на їхній email, на що також отримав повідомлення.Після того як пропав бонус, я сразу звернувся до служби підтримки казино, на що вони відповіли що чекайте, скільки Незрозуміло. На питання можна дальше грати , ВОНИ віповіли що так, на що у мене є скріншот. Всі скріншоти ДОДАЮ
They transferred 2962 hryvnias to my game account without explaining anything. And when I ask for a withdrawal, the Megi system issues a warning that a commission will be applied according to clause 6.22.8 of the casino RULES, that I need to make a bet in the amount of 5924 hryvnias. So that the withdrawal was without COMMISSION. I am adding a screenshot
Скинули мені, нічого необьясняючи на ігровий мій акаунт 2962гривні. А коли запитую на вивід, то в системі мегі видає Попередження, що буде застосовано комісія згідно п.6.22.8 ПРАВИЛ казино , що мені треба зробити ставок на суму 5924грв. Щоб вивід був без КОМІСІЇ. Скрін додаю
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.
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.