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I registered with Slotpal today. For the most part, everything worked fine. Then I played Vegas Wins from the Booming Games series. I got 10 free spins at €1 each. Four spins each generated a win. I can't say the exact amount, but it was just under €20. These winnings weren't credited to my account. I contacted live chat about my issue. They asked for the transaction ID and the exact time. Strangely, these 10 free spin transactions aren't listed. So I tried my luck again to test if it was a one-off. I played Big Apple Win (also from Booming Games). Here, too, I got 10 free spins at €1 each. This time I took a screenshot as proof. I won €41.65 from free spins. These winnings also weren't credited to my account. These transactions also don't appear in the list. At 8:47 PM (German time), the same problem occurred with Asia Wins (also Booming Games): I received 10 free spins worth €1 each and even won a Mega Win. This amounted to approximately €110. Again, the winnings were not credited to my account. I am in contact with the casino. They obviously don't believe me, even though the woman in the live chat said that, as far as she could see, the winnings from Big Apple WIN hadn't been credited to my account yet. The support is very unfriendly and is acting as if I'm lying, even though I've already submitted two screenshots. I feel cheated by the casino! I deposited a total of €200. I've experienced a lot in casinos, but I've never encountered such a scam. There were absolutely no problems with free spins in other games. Only with Booming Games.

Ich habe mich heute bei slotpal angemeldet. Weitestgehend hat soweit alles funktioniert. Dann habe ich Vegas Wins gespielt aus der Booming Games Reihe. Ich erzielte 10 Freespins à 1€. 4 Drehungen generierten jeweils einen Gewinn. Den genauen Wert kann ich nicht sagen, es waren knapp 20€. Diese Gewinne wurden meinem Konto nicht gutgeschrieben. Ich wendete mich an den Live Chat mit meinem Anliegen. Dort wurde die Transaktions ID und die genaue Uhrzeit verlangt. Komischerweise sind genau diese 10 Transaktionen der Freispiele nicht in der Liste aufgeführt. Also versuchte ich nochmal mein Glück um zu testen, ob es eine einmalige Sache war. Ich spielte Big Apple Win. (Ebenfalls Booming Games) Hier ebenfalls 10 Freespins à 1€ Einsatz. Diesmal machte ich einen Screenshot als Beweis. Ich erzielte 41,65€ aus Freespins. Auch diese wurden meinem Konto nicht gutgeschrieben. Auch diese Transaktionen tauchen nicht in der Liste nachweisbar auf. Um 20:47 Uhr (deutsche Zeit) selbes Problem bei Asia Wins (ebenfalls Booming Games) : 10 Freespins erhalten à 1€, hier sogar einen Mega Win erspielt. insgesamt ca. 110€. Auch diesmal wurden die Gewinne nicht auf das Konto übertragen. Ich stehe mit dem Casino im Austausch. Offensichtlich glaubt man mir nicht, obwohl die Dame im Live Chat sagte, dass die Gewinne aus Big Apple WIN, meinem Konto noch nicht gutgeschrieben wurden, so wie sie das sieht. Der Support ist sehr unfreundlich und tut so, als würde ich lügen, obwohl ich bereits zwei Screenshots eingereicht habe. Ich fühle mich vom Casino betrogen !! eingezahlt habe ich insgesamt 200 €. Ich habe schon viel in Casinos erlebt, aber einen derartigen Betrug gab es noch nie. Bei anderen Spielen gab es keinerlei Probleme mit den Free Spins.Ausschließlich bei Booming Games.

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Dear anettraabe,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve encountered.

To better understand the situation and assist you further, could you please answer the following questions?

• Do I understand correctly that this issue occurred only once and with the above-mentioned specific games?
• Do you have any other video recordings or screenshots of the incident?
• Has this particular bet and its result appeared in your game history?

Thank you very much in advance for your reply.

Best regards,

Petra

Hello, the problem only occurs with these three games: Vegas Win, Big Apple Win, and Asia Win. Each game uses a €1 stake. The bet from the won free spins appears in the game history, but not the 10 bets placed during those free spins. Neither the stakes nor the winnings are shown. I checked this directly. Unfortunately, I don't have any further videos or photos because I wanted to check the history immediately after playing to save evidence. But they simply don't appear. All other games worked fine, for example, Faust. Winnings from free spins were credited to my account there. This issue only affects games from Booming Games.

Hallo, das Problem ist nur bei diesen drei Spielen aufgetaucht. Vegas Win, Big Apple Win und Asia Win. Jeweils mit 1 Euro Spieleinsatz. Die Wette der gewonnenen Free Spins taucht in der Spielhistorie auf, aber nicht die jeweils 10 Einsätze aus den Free Spins. Weder die Einsätze, noch die Gewinne. Das habe ich direkt überprüft. Leider habe ich keine weiteren Videos oder Fotos, weil ich nach dem Spiel direkt in die Historie gehen wollte, um Beweisfotos zu sichern. Aber sie tauchen einfach nicht auf. Alle anderen Spiele haben funktioniert, zum Beispiel Faust. Da wurden Gewinne aus Freispiel meinem Konto gutgeschrieben. Es betrifft ausschließlich die Spiele von Booming Games.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear anettraabe,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Petra