The player from Slovakia was promised 100 free spins but only received 45, with the casino inaccurately crediting her for 100 spins. The Complaints Team reviewed the situation but found no contradictory evidence, as the player did not provide screenshots or video recordings to support her claim. Consequently, the complaint was closed based on the casino's server data indicating that all spins had been used as intended.
Admiral Casino SK - Player's free spins are incorrectly credited.
Amount: €100
Admiral Casino SK
Safety Index:Very highSafety Index
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9.8
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Closed
Our verdict
Other
REJECTED
Case summary
1 week ago
Public
Public
2 weeks ago
Translation
I was supposed to get 100 free spins and I only rolled 45 free spins and it was credited to me as 100 rolled ????
Automatic translation:
Public
Complaint Specialist
Public
2 weeks ago
Dear belicova89,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please note that games in online casinos are programmed to continue running even if the connection between your device and the game provider’s server is interrupted. In such cases, the result displayed on your screen might differ from the one registered on the server. However, if two different outcomes exist, the valid result is always the one recorded on the casino’s server.
To better understand the situation and assist you further, could you please answer the following questions?
- Do you have any video recordings or screenshots of the incident?
- Am I correct in understanding that you see all 100 free spins recorded in your game history?
Thank you very much in advance for your reply.
Best regards,
Veronika
Public
Public
2 weeks ago
Translation
Good day, I spun 45 free spins and it turned off so I turned it back on and it said I spun all 100 spins... I don't understand it at all????
And no, I didn't make any videos because I didn't even think about those disappointments and disappointments, but why would I bother.....
Automatic translation:
Public
Public
2 weeks ago
Translation
Well, solve it, solve it, but just... I don't know what you want and how you want to solve it, I don't care anymore, but I don't like the way you're confusing people like this...
Automatic translation:
Public
Complaint Specialist
Public
1 week ago
Thank you for your reply.
I understand how frustrating it must have been to experience this issue. Unfortunately, since there are no screenshots or video recordings available and the game history shows that all 100 free spins were used, we are unable to verify any technical error.
We understand that such situations can be disappointing, but based on the information provided and without any contradictory evidence, we must rely on the game data recorded by the casino's server, which indicates that the entire bonus was played as intended.
For this reason, we are unable to pursue the complaint further and will now close it.
Thank you for your understanding.
Best regards,
Veronika
www.kpvfaw.com
