ZetCasino - Die Gewinne des Spielers wurden nicht korrekt gutgeschrieben.

I won 5346 euros but only 53.46 was credited then I won 3288 euros and only 32.88 were credited and I won 4398 euros but only 43.98 euros were credited

Ich habe 5346 Euro gewonnen es wurden aber nur 53,46 gutgeschrieben dann habe ich 3288 Euro gewonnen und es wurden nur 32,88 gutgeschrieben und ich habe 4398 Euro gewonnen, aber es wurden nur 43,98 Euro gutgeschrieben

Dear michaelhermanns14,

Thank you very much for submitting your complaint and forwarding the screenshots:

I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how much was your bet per spin? Have you saved your game history, please? If yes, forward it to petronela.k@casino.guru. Have you addressed this issue to the casino directly?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I have emailed you everything, thanks for your help. The bet was 0.60 cents. Here are the pictures of the documentation

Ich habe Ihnen alles per E-Mail gesendet, danke für Ihre hilfe. 0,60 Cent war der Einsatz. Hier die Bilder der Dokumentation

Thank you very much, michaelhermanns14, for your reply. Have you succeeded in requesting your full game history from the casino?

I only have the history I sent you

Ich habe nur den Verlauf, den ich Ihnen gesendet habe

Was this your only game session or you've played before, please? If you played before, was it the same slot machine?

Good morning, no, this game first. In this casino many times. But in total it is 43000 euros because the problem was there again afterwards. I also have live video of the game and win.

Guten Morgen, nein dieses Spiel das erstmal. In diesem Casino schon oft. Aber insgesamt sind es 43000 Euro, da das Problem danach wieder da war. Ich habe auch ein live Video vom Spiel und gewinn.

Thank you very much, michaelhermanns14, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello michaelhermanns14.

I am sorry to hear about your troubles.

I've checked the video, and it looks like some technical issue.

I would like to invite the casino representative into the case:

Please check the screenshots and michaelhermanns14's game log. Please explain to us what happened.

Dear Customer,

Thank you for reaching out.

We are sorry to hear you have faced issues when playing with us. Unfortunately, there was a visual bug on the game provider's side in the game "Mega Cash Stacks" which has led to displaying incorrect information inside the game, in particular, the incorrect format of the numbers when showing the amount of the winnings. The game has been already removed from our website.

Please, note that the 3 bets in question placed by you on 2022-07-18 were checked with the game provider, and we would like to confirm that the winnings in the amount of 53.46 EUR, 32.88 EUR, and 43.98 EUR respectively were correctly credited to your game account.

We would like to apologize for the inconvenience caused and hope that the above clarifies the case for you.

Best regards,

ZetCasino.com

Dear michaelhermanns14,

I've checked the game, and indeed the winnings you had do not correspond to your bet.

In such situations, the server results prevail. Your winnings from the video and screenshots should be divided by 100, representing the actual winnings. That amount the casino already credited you.

I am truly sorry that this happened to you. Unfortunately, something like this happens sometimes, but here we can't blame a casino for this mistake.

Dear michaelhermanns14,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Because michaelhermanns14 didn't respond and for the reasons described above, we reject this complaint as unjustified.