Casoo Casino - Der Spieler ist mit einem Casinospiel unzufrieden.

From the beginning in October this was a very good casino.

Losses given but distribution of profit comes from time to time.

Now to the problem I have with casoo.com and their support.

I mostly play TEMPLE TUMBLE from RELAX GAMING it's a game I like to spend time on casoo and other gaming sites.

The thing is, when I play on casoo.com, it happens

99% problem when playing TEMPLE TUMBLE.

I play and know exactly when the session will give out a win or it will be a loss.

When this happens I quit the game to return to the lobby that's when it shows up

that I'm not actually logged in but I'm asked to create an account or log in.

Then of course I ask support about what is happening and they politely reply that they don't know but the technical department will check it.

I got a reply: Try recording while playing so we can see how it looks when you play. All said and done, recorded and sent but they still avoid giving me any answers but they assure me they are "investigating" the issue and then a few weeks back together with RELAX GAMING.

I got tired of their excuses and contacted RELAX GAMING to get an answer on how the work went with the technical things that happen when I play.

RELAX GAMING answers me roughly:

Please contact casoo.com and ask them to send a crash report so we can try to help you.

So it turned out that casoo lied about their cooperation with

RELAX GAMING.

I again contacted casoo.com but this time to get a copy of the report they had sent to RELAX GAMING, mostly as a test of their honesty…..(of course they couldn't) but wrote that the issue was still under investigation.

They understand my frustration and thank me for my patience.

Today 14/2 there was an email where they claimed that the problem was solved, but I played earlier in the morning and the problem remained.

They gave no explanation about what "was wrong" but simply thanked me for my patience.

There the problem could be out of the world, but I answered that the problem was still not solved and then they answer me that I should send in a video that shows what happens....

I intend to go ahead with this and want my ID number on the site, but they can't give that out?

When will the nonsense stop?

The attachments that have been sent to you are only a selection, if you want more, please contact me.

Från början i oktober var detta ett mycket bra casino.

Förluster givna men utdelning av vinst kommer då och då.

Nu till problemet jag har med casoo.com och deras support.

Jag spelar mest TEMPLE TUMBLE från RELAX GAMING det är ett spel som jag gärna ägnar tid åt på casoo och andra spelsidor.

Saken är den att när jag spelar på casoo.com så blir det till

99% problem när jag spelar TEMPLE TUMBLE.

Jag spelar och vet exakt när sessionen kommer att dela ut vinst eller det blir förlust. 

När detta sker avslutar jag spelet för att återvända till lobbyn det är då det visar sig 

att jag faktiskt inte är inloggad utan jag ombeds att skapa ett konto eller logga in. 

Då frågar jag givetvis i supporten om vad som sker och de svarar artigt att de inte vet men den tekniska avdelningen ska kontrollera det. 

Jag fick svar: Försök att spela in när du spelar så vi kan se hur det ser ut när du spelar. Sagt och gjort, spelat in och skickat men de undviker fortfarande att ge mig några svar men de försäkrar mig om att de "utreder" problemet och sedan några veckor tillbaka tillsammans med RELAX GAMING.

Jag blev trött på deras ursäkter och kontaktade RELAX GAMING för att få svar på hur arbetet gick med det tekniska som sker när jag spelar. 

RELAX GAMING svarar mig ungefär:

Vänligen kontakta casoo.com och be dom skicka en crash rapport så vi kan försöka hjälpa Dig. 

Det visade sig alltså att casoo ljög om deras samarbete med

RELAX GAMING. 

Jag kontaktade återigen casoo.com men denna gången för att få en kopia på rapporten som de hade skickat till RELAX GAMING, mest som ett test kring deras ärlighet…..(det kunde de givetvis inte) men skrev att problemet fortfarande var under utredning. 

De förstår min frustration och tackar för mitt tålamod.

Idag 14/2 kom det ett mail där de påstod att problemet var löst, men jag spelade tidigare på morgonen och problemet var kvar. 

De gav ingen förklaring kring det som "var fel" utan tackade helt enkelt för mitt tålamod. 

Där kunde problemet vara ur världen, men jag svarade att problemet fortfarande inte var löst och då svarar de mig att jag ska skicka in en video som visar vad som händer….

Jag har för avsikt gå vidare med detta och vill ha mitt ID nummer på siten, men det kan de inte lämna ut?

När ska dumheterna upphöra?

Bilagorna som är inskickade till er är endast några axplock, vill ni ha fler så vänligen kontakta mig.

Hello LisaG12,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casoo Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you suffer any loss due this technical error or why exactly are you trying to play it at all cost? When was the last time you speak to the casino and what was it about?

Please understand that unless this technical issue caused any kind of loss or disadvantage, we can hardly do anything as issues like this may occur anytime in any casino.

Looking forward to your answer.

Regards,

Nick

Dear LisaG12,

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.

I apologize for not replying, but I really haven't had time.

My last contact was ang. when I opened the account and if the account is closed, because I can't log in to the site.

They replied that the account is not closed and verified and it was opened on 17.01.2022.

I want my ID number on the site, but they can't give it away, the question I ask myself is why?

I have submitted all the screen captures that show the sequence of events when I exit the game to return to the lobby.

I still get asked to submit a new one?

Furthermore, they thought I should clear the browser, which I have done from beginning to end.

It is not possible to clean it more than what I have done.

I can surf without any problems, but can't access casoo.com

To your question if I have lost money, the answer is yes and it is because of the technical problems that arise when I play on their site.

I play on other sites and never run into the problem on any of them.

Etc. estellag

If you want further information, I ask you to contact me again and I will do what I can to give you insight into their actions in this matter.

I can forward the correspondence I have had with them since the technical problem started.

Etc. star team

Hej. 

Jag ber om ursäkt för att jag inte har svarat, men jag har verkligen inte haft tid. 

Min senaste kontakt var ang. när jag öppnade konto och ifall konto är stängt, eftersom jag inte kan logga in på siten. 

De svarade att kontot inte är stängt och verifierat och det öppnades d. 17.01.2022. 

Jag vill ha mitt ID nummer på siten, men det kan de inte lämna ifrån sig frågan jag ställer mig är varför?

Jag har skickat in samtliga skärminspelningar som visar händelseförloppet när jag avslutar spelet för att återvända till lobbyn. 

Jag blir ändå ombedd att skicka in en ny?

Vidare tyckte de att jag skulle rensa webbläsaren vilket jag har gjort från början till slut. 

Det går inte att rensa den mer än så som jag har gjort. 

Jag kan surfa utan några som helst problem, men kommer inte in på casoo.com

På Din fråga om jag har förlorat pengar så är svaret ja och det är pga av de tekniska problem som uppstår när jag spelar på deras site. 

Jag spelar på andra sidor och stöter aldrig på problemet på någon av dom. 

Mvh estellag

Vill Du ha ytterligare information så ber jag Dig att kontakta mig igen så ska jag göra vad jag kan för att Du ska få insikt i deras agerande i denna fråga. 

Jag kan vidarebefordra korrespondensen jag har haft med dom sedan det tekniska problemet började. 

Mvh estrellag

Hello. I sat and read through the email that has been sent between me and casoo.com.

I haven't been able to log in to the site since 2/16 (as if by chance that I wrote this post?)

I contacted support today and asked if the account is closed, but they say it should be open.

Hej. Jag satt och läste igenom mailen som har skickats mellan mig och casoo.com.

Jag har sedan d. 16/2 inte kunnat logga in på siten (som av en händelse av att jag skrev detta inlägg?)

Jag kontaktade supporten idag och frågade om kontot är stängt, men de svarar att det ska vara öppet.

I got another email asking me to try logging in again so their tech could try to figure out what's going on.

today I received an email with a claim that I have changed the password but apparently not updated on my device, which of course means that I cannot log in.

I've searched my casoo password reset emails, there is no such thing.

They now want me to change the password so I can create a new one, but I'm staying out until this is resolved.

They have more excuses than should be necessary.

They can backtrack and admit their fatal actions regarding my complaint.

Jag fick ett nytt mail med en vädjan om att försöka logga in igen, så deras tekniska avdelning kunde försöka reda ut vad som sker.

idag fick jag ett mail med ett påstående om att jag har ändrat lösenordet men tydligen inte uppdaterat på min enhet vilket då givetvis leder till att jag inte kan logga in.

Jag har sökt igenom mina mail från casoo med återställning av lösenord, det finns inget sådant.

De vill nu att jag ska ändra lösenordet så att jag kan skapa ett nytt, men jag stannar kvar utanför tills detta är löst.

De har fler ursäkter än vad som borde vara nödvändigt.

De kan retirera och erkänna deras fatala agerande kring mitt klagomål.

Thank you LisaG12 for all the information provided so far. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Nick.

I tried to change the password yesterday after prompting from the support, it turns out that there is no reset link, so apparently something has "happened" on the keyboard in one of the departments.

I thank you for your participation.

Have a good time and take care of yourself.

Etc. LisaG12

Hej Nick.

Jag testade att ändra lösenordet igår efter uppmaning från supporten, det visar sig att det inte kommer någon länk för återställning, så något har tydligen "hänt" på tangentbordet på någon av avdelningarna.

Jag tackar för Ditt deltagande.

Ha det gott och var rädd om Dig.

Mvh LisaG12

Dear LisaG12,

I am so sorry to hear you are unable to change your password. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Casoo Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Casoo Casino,

Could you please state why the player's unable to change his password?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello Stefan

Sent to me from casoo 28/2 - 2023

Hi Xxxxxxxx

Hope you are doing well.

We are writing to you with a response from our technical department.

The letter should have been sent by now. There was a local mailing service queue and now it was cleared and the letter should have been delivered.

Please check it now and let us know if the problem has been fixed

We bring our apologies for this unpleasant experience.

The mark under the queue is made by me.

Hello

Still no response from casoo.com?

Hej

Fortfarande inget svar från casoo.com?

Hello team

We are very sorry for the delay. We are still waiting for a response from our platform to get the full information.

Regards

Andrei

Hello

casoo.com responds the minutes "before time runs out" and apologizes as usual.

Thus, they delay the matter for another 7 days.

Is this a serious, responsible and respectful action towards its players/customers?

Etc. LisaG12

Hej

casoo.com svarar minuterna "innan tiden är slut" och beklagar som vanligt.

Därmed förhalar de ärendet med ytterligare 7 dagar.

Är detta ett seriöst, ansvarsfullt och respektfullt agerande gentemot sina spelare/kunder?

Mvh LisaG12

Hello everyone.

We don't contact the game providers directly. The platform does that for us, as the casino is a white label.

We have provided them many times with proof of what happens with the game when you play it.

At the moment, they are telling us that this error has been fixed with the game provider.

If you do not receive a link to change your password, please try again, or you can write to the security department, and they will send you an SMS with your password which will be automatically generated.

Security email - security@casoo.com

Once again, I apologise for the problems, but we are doing our best.

From myself I might add that responses from the provider often take much longer than we expect. There is nothing we can do about it.

Regards

Andrei

Dear LisaG12,

Did you manage to change your password?

Thank you very much in advance.

Kind regards,

Stefan

Hi Stefan and Andrei.

Yes I "succeeded" in changing the password.

As you can read in one of the responses I have submitted, there was apparently a "queue" when they were supposed to send

the recovery link.

I have been on the site and playing but the problem persists I am still kicked out of the game and asked to create a new account.

Now the response from casoo was that they do not contact the game provider, but they have claimed in an email that they have and that they have cooperated with RELAX GAMING to solve the bug.

I myself contacted RELAX GAMING in Sweden and explained what was happening, to which they replied that I should contact casoo so they should send a crash report directly to them.

Have they done it?

I can send another email to RELAX GAMING again to check if they have received the report from casoo.com.

I want my player ID which they can't give me, why?

This complaint may seem like a minor thing in the grand scheme of things, but because casoo constantly and notoriously refuses to fix the problems that arise on their site, many customers are not getting the help that casoo should actually provide for each individual player/customer.

Since they are not acting fairly towards me in this particular case, it unfortunately means that I demand a refund for every deposit where I have lost due to the "bug".

Yes I can lose while playing, that's my own responsibility, but they have a great responsibility to fix the problem by all means and make sure the games work satisfactorily.

Now I have contacted you and want your help, but even here on a public site they are unfortunately once again acting with all the means at hand they can to delay the matter.

To you Andrei.

Please but very firmly:

Do not take responsibility and answer on behalf of casoo - with your personal opinion.

Inform your colleagues that the complaint is not addressed to someone in support personally.

Surely they are doing what they can?

The complaint must be sent directly to the highest instance, they are the ones who decide what to do

answered when I/we write to the support on the site and via email.

Cooperation requires more than one party.

I'm waiting and again - I have all the time in the world

Etc. Xxxxxxx Xxxx

Hej Stefan och Andrei.

Ja jag "lyckades" att ändra lösenordet.

Som du kan läsa i ett av svaren jag har skickat in så uppstod det tydligen "kö" när de skulle skicka

länken för återställning.

Jag har varit inne på siten och spelat, men problemet kvarstår jag kastas fortfarande ut från spelet och ombeds att skapa ett nytt konto.

Nu blev svaret från casoo att de inte kontaktar spelleverantören, men det har de påstått i mail att de har gjort och att de har samarbetat med RELAX GAMING för att lösa buggen.

Jag kontaktade själv RELAX GAMING i Sverige och redogjorde vad som händer varpå de svarar att jag ska kontakta casoo så de ska skicka in en crashrapport direkt till dom.

Har de gjort det?

Jag kan skicka ett nytt mail till RELAX GAMING igen för att kontrollera om de har fått rapporten från casoo.com.

Jag vill ha mitt spelarID vilket de inte kan ge mig, varför?

Detta klagomål kan tyckas vara en bagatell i det stora hela, men eftersom casoo konstant och notoriskt vägrar att åtgärda de problem som uppstår på deras site blir det många kunder som inte får den hjälp som casoo faktiskt ska tillhandahålla för varje individuell spelare/kund.

Eftersom de inte agerar fair gentemot just mig i detta fallet blir det tyvärr så att jag kräver återbetalning för varje insättning där jag har förlorat pga "buggen".

Jo jag kan förlora när jag spelar, det är mitt eget ansvar, men de har ett stort ansvar för att med alla medel åtgärda problemet och se till att spelen fungerar tillfredsställande.

Nu har jag kontaktat er och vill ha er hjälp, men även här på en offentligt site agerar de tyvärr återigen med alla medel till hands de vad de kan för att förhala ärendet.

Till Dig Andrei.

Vänligen men mycket bestämt:

Ta inte på Dig ansvaret och svara för casoo's räkning - med Din personliga åsikt.

Meddela Dina kollegor att klagomålet är inte riktat till någon i supporten personligen.

De gör säkert vad de kan?

Klagomålet ska skickas direkt till högsta instans, det är de som bestämmer vad som ska

svaras när jag/vi skriver till supporten på siten och via mail.

Samarbete kräver mer än en part.

Jag väntar och återigen - jag har all tid i världen

Mvh Xxxxxxx Xxxx

Hello again.

Just because I want to and can, I will log in later today or tomorrow to see what is happening on the site.

I will most certainly end up in the lobby as I should after losing my stakes in TEMPLE TUMBLE.

It takes a maximum of 1 - 2 minutes after the €50 is played and lost.

It may seem that 1 - 2 minutes are microscopic in the context, but they are not relevant to put on casoo.com right now.

Whoever participates and the thread is probably as curious as I am.

Thank you and see you soon

Sincerely

Xxxxxxx Xxxx

Hej igen.

Bara för att jag vill och kan kommer jag att logga in senare idag alternativt imorgon för att se vad som händer på siten.

Jag kommer ju alldeles säkert att hamna i lobbyn som jag ska efter att ha förlorat mina insatser i TEMPLE TUMBLE.

Det tar max 1 - 2 minuter sen är de 50 € spelade och förlorade.

Det kan tyckas 1 - 2 minuter är mikroskopiska i sammanhanget, med de är inte aktuella att lägga på casoo.com just nu.

Den som deltar och tråden är nog lika nyfiken som jag själv.

Tack och på återseende

Mvh

Xxxxxxxx Xxxx

Dear Casoo Casino,

Is your platform in contact with Relax Gaming trying to resolve this problem?

I am looking forward to your response.

Kind regards,

Stefan

Hello.

Yep, I deposited money on casoo and guess what?

I played TNT BONANZA and again - the site does not work flawlessly as they claim.

I have taken the screenshot after leaving the session to return to the lobby.

So it is not the game manufacturer's inability to satisfy the customer, it seems to be

casoo.com who cannot manage their own site so that it works satisfactorily for the players, with or without profit!

I am sending a very pedagogically marked screenshot so you can see what I mean when I say that it does not work satisfactorily.

I am asked to create an account, but as you can see, I already have an account with a balance.

Now I look forward to the explanation about the "new bug" which is apparently unique to my account.

Sincerely

LisaG12

Hej.

Jahapp, jag satte in pengar på casoo och gissa vad?

Jag spelade TNT BONANZA och återigen - siten fungerar inte klanderfritt såsom de påstår.

Jag har tagit screenshot efter det att jag lämnade sessionen för att återgå till lobbyn.

Det är alltsåledes inte speltillverkarens oförmåga att vara kunden till belåtenhet, det verkar vara

casoo.com som inte kan hantera deras egen site så att den fungerar tillfredsställande för spelarna, med eller utan vinst!

Jag skickar med en mycket pedagogiskt markerad screenshot så ni ser vad jag menar när jag menar att det inte fungerar tillfredsställande.

Jag ombeds att skapa ett konto, men som ni kan se så har jag redan ett konto med innestående saldo.

Nu ser jag fram emot förklaringen kring den "nya buggen" som tydligen är världsunik för mitt konto.

Mvh

LisaG12

Helle team.

During the whole time of this complaint, we have tried many times to get this bug on our side. But it has never worked.

The technical team could not do it either.

If the problem persists, we can advise you not to play this slot. That's what we told you at the beginning - until the problem is completely solved, we would not advise you to play this slot. But you have continued to play anyway, despite the warning.

We can't disable the game for just one account in the casino, and we have no other complaints, and all checks indicate that there are no problems either.

First mention of the issue had been made on 06.11.2022 where the player had been asked to make the basic troubleshooting steps. After which the customer had contacted us saying that the issue still persists. Initial case was passed to the technical team and they had checked the players account and could not locate the isssue and had informed that there are no issues associated with the game provider.

Player later had closed her account for a week on 11.11.2022 and came back regarding having the same issue on 20.11.2022 after what the ticket was passed to the platform technical team on 20.11.2022 regarding the player being logged out of his account after attempting to close the game Temple Tumble, but whilst doing so she received an error and the Visual would show as she is logged out, but in reality she would remain logged in to his account.

On 25.11.2022 the technical team had said that the issue had been fixed and the cause had been an issue with a broken script.

On 29.11.2022 they had asked us to provide them with a video recording from the player side where the issue could be visible as we had mentioned to them that the issue is still existant.

Player did not provide us with a video or a reply till 12.12.2022

On 18.12.2022 the player had provided the requested videos where we could see the issue.

Between 19.12.2022 and 11.01.2023 we had asked for multiple updates regarding the case as it should not take that long and on 11.01.2023 we had been provided witht he following reply – Due to the uniqueness of the case the investigation is complicated and they are still working on the issue.

Between 11.01.2023 and 01.02.2023 we had once again asked for updates on many occassion yet none besides we are working on the issue had been provided.

On 01.02.2023 technical team had informed us that they had finally understood the source of the issue and on 03.02.2023 they had informed that the potential fix is ready, but they are not able to release it yet as it would impact other changes.

On 06.02.2023 client had not been able to login to her account, but after password reset she had been able to do so.

On 14.02.2023 they had made an update that should fix the issue after which the customer had contacted us on 24.02.2023 and mentioned that she is no longer been able to login to her account again.

Technical team, had first implied that there had been no issue and the player should try to reset password and check SPAM folder, but later had informed us that there had been no reset link sent due to an issue with service queues.

Between 01.03.2023 and 06.03.2023 we had not received any updates from the user regarding if she is experiencing any other issues.

On 09.03.2023 she had informed us that she has been able to change his password and login to his account, but had not mentioned if the issue with Temple Tumble game remains.

Unfortunately, as we are heavily reliant on the platform in case of such issues we are not able to fix them as quickly as we would desire. The customer has been aware of the issue from the start as well as had mentioned that she is playing at her own rish and with her own responsibility, but had proceeded with the gameplay willingly.

At the moment we have sent a repeat request for inspection, but as we can expect the result will be the same.

We always deal with problems of any nature very clearly. Here - the problem is that we can't find anything, it complicates any process.

As before, at this point I can only advise against playing this slot.

Regards

Andrei

Hi Andrey.

I will get back with answers to all the points you have written, the time is currently not possible to specify so I have a lot to do at the weekend.

But shall I do you a favor, I will scan all the emails and see where you have WARNED and AVOIDED me of further play in just TEMPLE TUMBLE.

Believe me I will come back with or without any errors, if it turns out that I am wrong it will be an apology from my side

as in that case I have based complaints on false claims.

It becomes public so the complaint can be written as resolved due to my lack of attention,

which I assume Stefan will write.

Yes, the responsibility for my game lies with me and I can guarantee that I do not blame you for anything except that you are not on the alert but constantly ask me to wait for answers to the most basic questions that should be answered within a reasonable time.

If you now assume that I have a gambling addiction, I can reassure you that:

I have no problems.

NOTE edited text.

Thanks, I'll get back to you.

Hej Andrei.

Jag återkommer med svar på samtliga punkter Du har skrivit, tidpunkt är i nuläget inte möjligt att ange så jag har mycket att göra i weekenden.

Men ska jag göra er en tjänst, jag ska lusläsa samtliga mail och se var någonstans ni har VARNAT och AVRÅTT mig för vidare spel i just TEMPLE TUMBLE.

Tro mig jag återkommer med eller utan några fel, visar det sig att jag har fel blir det en ursäkt från min sida

då jag i så fall har byggt på klagomål på falska påståenden.

Den blir offentlig så klagomålet kan skrivas som löst pga min brist på uppmärksamhet,

vilket jag förutsätter att Stefan kommer att skriva.

Ja ansvaret för mitt spel ligger på mig och jag kan garantera jag inte klandra er för något förutom att ni inte är på alerten utan ständigt ber mig invänta svar på de mest basala frågor som ska kunna besvaras inom rimlig tid.

Om ni nu antar att jag har ett spelberoende kan jag lugna er med besked om att:

Jag har inga problem.

OBS redigerad text.

Tack jag återkommer.

Hi

We are here now to solve a problem, not to avoid responsibility.

It is very difficult for us to find the error itself, even though it looks like a critical bug.

Anyway, we will continue to work on finding the problem. On our side, this ticket is still not closed. We continue to communicate with the technical team.

To make it a little clearer, what the problem is: our casino (white label) is located on a platform with about 150-170 other casinos that are not affiliated with us in any way. This platform has a technical team that responds well to all technical problems and complaints. But this is only if the complaint is massive and affects all the casinos on the platform.

In this particular case, it is a very private complaint. And as it was explained to us, there are no similar complaints in other casinos, there are no similar complaints in our casino, so it's a private matter. And the platform struggles to allocate resources to resolve a private complaint, which is why it takes so long to work through the issues.

I would very much like to solve all this as soon as possible, but we do not have our own technical team, and we are very limited in this matter, unfortunately for us.

Regards

Andrei

Dear Casoo Casino,

Thank you for the provided information.

Please keep us updated regarding the matter.

Thank you very much in advance.

Kind regards,

Stefan

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.

Hi Stefan.

Very briefly:

I apologize for my absence.

First of all, at this point I would like you (if possible) to put this complaint on hold.

I have a lot to deal with right now, so I don't have time to respond to the accusations casoo has posted about me not following their advice on the game.

Furthermore, casoo has contacted me about their technical department's wishes for me to submit

recordings for them again.

I have been asked to deposit money into the account and then play with recording so they can see what happens.

Right then and there, I was incredibly amused by their email and asked them to deposit money into the account

so I could play.

They offered me 10 EURO which I played for (mostly to see if they had managed to "fix the problem")

Of course they had, nothing strange in that they want me to be satisfied with their technical ability to sort out the problem.

Today I have been in and played with my own deposits, the problem seems to be solved, the crux is even now that the balance has not been updated when I come out to the lobby.

To check how the balance in the lobby goes along with either going down or going up, I've written down when the game is no longer profitable.

Today again, the winnings (in-game) stopped at 7.98 and when I exited the game (back to the lobby) with a balance of 0.09 the balance was 7.98 so where the in-game spinning stopped winning.

So now I am interested in their goodwill to pay back the deposits I have made where I have lost time after time due to the technical problems that have constantly arisen.

But right now I am not able to read through the 69 email conversations without missing something relevant to the complaint (since November 2022)

I have informed casoo that I cannot continue the process at the moment as it is time consuming and my time is limited.

Therefore, I will return with the complaint when my time is sufficient for supplementary information.

So that other players don't suffer from their lack of technical competence, I truly hope that they intend to deal with similar issues with a willingness and goodwill when such serious technical issues arise.

Put the complaint on hold if possible.

Etc. Lisa12

Hej Stefan.

Mycket kortfattat:

Jag ber om ursäkt för min frånvaro.

Först av allt vill jag i nuläget att (om det är möjligt) ni sätter detta klagomål på vänt.

Jag har just nu mycket att ta itu med, så jag har inte tid att besvara de anklagelser som casoo har skrivit om att jag inte har följt deras råd om spelet.

Vidare har casoo kontaktat mig om deras tekniska avdelnings önskningar om att jag ska skicka in

inspelningar till dom igen.

Jag har blivit ombedd att sätta in pengar på kontot och därefter spela med inspelning så de kan se vad som händer.

Just där och då blev jag otroligt road av deras mail och bad dom att sätta in pengar på kontot

så jag kunde spela.

De erbjöd mig 10 EURO vilka jag spelade för (mest för att se om de hade lyckats att "fixa problemet")

Det hade de givetvis, inget konstigt i det de vill ju att jag ska vara nöjd med deras tekniska förmåga att reda ut problemet.

Jag har idag varit inne och spelat med egna insättningar problemet verkar vara löst, kruxet är även nu att saldot inte har uppdaterats när jag kommer ut i lobbyn.

För att kontrollera hur saldot i lobbyn följer med antingen att det sjunker eller höjs har jag skrivit ner när spelet inte längre ger någon vinst.

Idag igen, stannade vinsterna (inne i spelet) på 7.98 och när jag lämnade spelet (tillbaka till lobbyn) med ett saldo på 0,09 var saldot 7.98 alltså där spinnen inne i spelet slutade ge vinst.

Så nu är jag intresserad av deras goodwill att betala tillbaka de insättningar jag har gjort där jag gång efter annan har förlorat pga de tekniska problem som ständigt har uppstått.

Men just nu är jag alltså inte kapabel att läsa igenom de 69 mail konversationer utan att missa något som är relevant för klagomålet (sedan november 2022)

Jag har informerat casoo att jag i nuläget inte kan fortsätta processen då det är tidskrävande och min tid är begränsad.

Därför återkommer jag med klagomålet när min tid är tillräcklig för kompletterande uppgifter.

För att andra spelare inte ska råka ut för deras brist på teknisk kompetens hoppas jag sannerligen att de har för avsikt att hantera liknande problem med en vilja och goodwill när det uppstår så pass allvarliga tekniska problem.

Sätt klagomålet på vänt om det går.

Mvh Lisa12

Hello

Thank you for the additional feedback.

First of all, the platform deals with this question directly.

It is usual for the balance to be updated every two minutes. This is due to the bonus block and the exchange of information between the blocks. The slot receives the information instantly, but on the main page, the balance may be updated a little later.

Regarding problems with other players - there have been no such complaints, and we have done a huge amount of testing on our side. We have not been able to find anything, absolutely.

At the moment, we are still working on it and keeping an eye on how the platform looks for bugs.

This is going to sound strange, but if this were a massive problem - it would be solved much faster. But in this case - we have too little information.

Please work closely with casino support because their test requirements are requests from developers on the platform side.

Thank you for staying in contact with us.

Regards

Andrei

Dear Casoo Casino,

Thank you very much for your cooperation with the player. The previous problem with logging out from the games has been resolved?

I am looking forward to your response.

Kind regards,

Stefan

Hello

We have received a final reply from the platform that the problem has been fixed completely

Regards

Andrei

Dear LisaG12,

Can you confirm this information? Are you able to play the game without any bugs?

I am looking forward to your response.

Kind regards,

Stefan

Good morning.

The answer they have given here on the page I cannot confirm because they have permission to log into the account to fix the problem and I am not supposed to log in.

I have sent an email to support asking if I could log in after their comment here but they replied that the matter is still under investigation.

COPY of the email that arrived in my mailbox d.

24/3 2023 at 15.58

Hi Xxxxxxx

Thank you for contacting us.

Our technical department is still investigating the problem with your account.

So it is a bit difficult to check the information that Andrei at casoo has written.

Etc. LisaG12

Godmorgon.

Svaret som de har gett här på sidan kan jag inte bekräfta eftersom de har tillåtelse att logga in på kontot för att åtgärda problemet och att jag inte ska logga in.

Jag har skickat mail till supporten med frågan om jag kunde logga in efter deras kommentar här men de svarar att ärendet fortfarande är under utredning.

KOPIA av mailet som inkom till min mailbox d.

24/3 2023 kl 15.58

Hi Xxxxxxxx

Thank you for contacting us.

Our technical department is still investigating the problem with your account.

Så det är lite svårt att kontrollera uppgifterna som Andrei på casoo har skrivit.

Mvh LisaG12

Hello again

Today I have once again sent an email to casoo support but have not received an answer as to how the procedure is progressing.

I have logged into the account to see if it is possible to enter the site at all.

Yes, I got in - but I still don't know if I'm "allowed" to play.

Appreciate the response from support, but it's taking longer and longer from the time I ask to the time they respond.

Sincerely

LisaG12

Hej igen

Jag har idag återigen skickat mail till casoo support men inte fått något svar om hur proceduren fortskrider.

Jag har loggat in på kontot för att se om det överhuvudtaget går att komma in på sidan.

Ja, jag kom in - men jag vet fortfarande inte om jag "får" spela.

Tacksam för svar från support, men det dröjer allt längre från det jag frågar till det att de svarar.

Mvh

LisaG12

Dear Casoo Casino,

Could you please confirm if the investigation is finished and if LisaG12 is allowed to play?

I am looking forward to your response.

Kind regards,

Stefan

Hello team.

Unfortunately, we never heard back from the platform. Our tests show that everything is fine.

We have decided that if the problems recur, we will close the existing account and create a new one. We will transfer the existing balance and game history there.

We can also refund the last deposit if the problem persists.

I am sorry that this is taking so long. We have limited capability in solving this kind of problem.

Regards

Andrei

Hi Andrey.

I'm sorry you haven't gotten the problem right on the platform.

You have different messages. You write one answer here and email support writes another.

I read that you can refund the last deposit IF the problem persists.

It is extremely rude, disrespectful and provocative when I equate the last deposit with the total deposits made.

I wonder if you seriously think I should deposit money into the account, try playing and lose again?

I have asked you numerous times to show your goodwill and refund the deposits I have made where there have been proven problems with the game and that is many times.

I suggest you close the existing one and open a new account for me.

Before closing the existing account, go to deposit and withdrawal history.

Pay back until you see I haven't made any withdrawals (because I haven't won)

From there we can start over and see if the site works satisfactorily for me and you.

Decide to be accommodating and not ignore the fact that the site does not meet it

technical performance required in my "case"

I look forward to a reply soon

Etc. LisaG12

Hej Andrei.

Jag beklagar att ni inte har fått rätt på problemet på plattformen.

Ni har olika budskap Du skriver ett svar här och mailsupporten skriver ett annat.

Jag läser att ni kan återbetala den sista insättningen OM problemet kvarstår.

Det är oerhört oförskämt, respektlöst och provocerande när jag ställer den sista insättningen i paritet med de totala insättningar som har utförts.

Jag undrar om ni på fullaste allvar tycker att jag ska sätta in pengar på kontot, testa att spela och förlora igen?

Jag har åtskilliga ggr bett er om att visa er goodwill och betala tillbaka de insättningar jag har gjort där det bevisligen har uppstått problem med spelet och det är många ggr.

Jag föreslår att ni stänger ner det befintliga och öppnar ett nytt konto till mig.

Innan ni stänger det nu existerande kontot så gå till insättning och uttagshistorik.

Betala tillbaka fram till dess att ni ser att jag inte har gjort några uttag (för att jag inte har vunnit)

Därifrån kan vi börja om och se om siten fungerar tillfredsställande för mig och er.

Bestäm er för att vara tillmötesgående och inte ignorera det faktum att siten inte uppfyller den

tekniska prestanda som krävs i mitt "case"

Jag ser fram emot ett svar i närtid

Mvh LisaG12

Dear LisaG12,

The casino is acting more than fair and is trying to help you with the issue.

Does your problem with the game persist? If it doesn't, the case will be closed.

I am looking forward to your response.

Kind regards,

Stefan

Hello team

To solve this problem, we created a new account for the player, migrated all the data and credited 100 euros as a gift to the account (no wagering requirements).

We also sent a new password for the new account via SMS (automatically generated password)

Let's wait for answers, hopefully, all problems are solved this way.

Regards

Andrei

Dear Casoo Casino,

Thank you for your response and the information provided.

Dear LisaG12,

Could you please confirm this information?

Thank you very much in advance.

Kind regards,

Stefan

Hello.

Yes, I received an email and SMS with new information and a deposit of the requested sum of 100 Euro

Everything seems to be in order, so you can therefore drop the complaint.

I thank you for a good collaboration with casoo, even though it took a long time.

Just to be safe, I make sure to record every time I finish a game to be able to return to support in case of any problems.

But now we - me and casoo start from scratch and hope it works in all games.

Now we celebrate Easter and relax.

Etc. LisaG12

Hej på er.

Ja jag fick ett mail och sms med nya uppgifter samt en insättning på den begärda summan 100 Euro

Allt verkar vara i sin ordning så ni kan därmed lägga ner klagomålet.

Jag tackar för ett gott samarbete med casoo, trots att det tog lång tid.

Jag är för säkerhets skull noga med att spela in samtliga ggr jag avslutar ett spel för att kunna återvända till supporten vid eventuella problem.

Men nu börjar vi - jag och casoo om från början och hoppas på att det fungerar i alla spel.

Nu firar vi Påsk och kopplar av.

Mvh LisaG12

Dear LisaG12,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru