Hello,

I registered to the website and deposited some funds into my account in this casino and started to play game Temple Tumble by Relax gaming. From time to time (every time after around 150-250 spins) I got an error ‘Partner Cashier Error 522’, but I did not think much about it and I continued playing.

One time when I got this error I have noticed that my balance dropped by double the bet amount. For example, if my bet would be 3$ it would charge me 6$.

I have contacted live chat regarding this issue. It took some time to convince the live agant that this is happening to me, because I did not have any proof of that error double charging me, but after some conversation they kindly refunded me the amount that I calculated I have lost due to this issue (80$, 16th of September 2024).

I continued playing in this casino and wagered tens of thousands of dollars. I still constantly got this issue, but I was thinking that as the casino knows the issue and has refunded me my funds one time, then they will refund it again. I once again contacted live chat regarding it, but the live chat requested a video proof of this error happening to me and they always did after this first refund.I did not have recording that time.

On 5th of October I decided to try and record the error, as I lost hundreds of dollars by now. Live chat also promised me that I would receive a ‘bounty bonus’ if I provide such video.

I have contacted live chat and sent the video proof, but they started to say that it was two bets (you can clearly see in the video that I have chosen 1000 auto bets and once I get double charged the bet amount drops to 999 and not 998). In the end all they did is refunded me 0,40 USDT which is a ridiculious amount compared to all of the funds that I have lost.

On October 8th 2024 I contacted live chat again, we had a long conversation, I have provided the video once again in better quality and they have finally awarded my with 100$ bonus. It was a very small amount for all losses due to error, but as it already took lots of time and effort I decided to settle with this. Situation seemed hopeful, as live agent promised that they will contact the game provider and solve this issue ASAP. I asked the casino to inform me whenever they hear anything from the provider.

Error still occured, I still got double charged hundreds of times and as the days went by, the error was still present. It was very strange, so I decided to reach out to the casino and ask regarding this situation once again.

On October 18th 2024 I wrote to the live chat that I still experience the issue and asked if it has been fixed. The live chat agent said that the provider replied that it is a known global issue. I was given only around 200 DOGE coins. I told the chat that this amount is extremly small in light of my losses and they replied that they have already given me around 400$ worth of refunds. This was not true, they had given me the first mentioned refund of 80$, bounty bonus of 100$ and just mentioned 20$. I have also provided the live agent with the snip of the funds given to me. After that the live agent simply ignored the conversation and then logged off it.

I contacted live chat once again, now live agent told me that actually there is no issue, they have checked themselves and the game is running smoothly. I decided to make another video proof for the casino.

On October 20th I recorded another video with the exact issue I have been telling about for months and the one that was ‘fixed and good’ according to the casino. Now the live agent also asked to provide the bet ID, as I could only see around 25 of my last bets I was not able to do so and asked their team to check my betting history themselves and find the bet in question. Live agent insisted that I give any last bet ID, so I did give the last bet ID I made (clealy claiming that this is NOT the bet in the video). I was told that there will be a ticket raised and today I have received the answer.

The answer was in between the lines of ‘there was never an issue, you were never double charged, your balance was always correct’. Well, weirdly enough you can clearly see that my balance is double charged in the videos and I find it odd on how the situation changes in this casino ‘Start: We believe you, here is a refund of 80$ -> There is an issue, we will investigate -> There is a global issue according to provider -> Issue is fixed, you cannot be double charged -> There was never an issue’.

There are many discreptancies with the comunication from the casino, from wrong amounts, to different claims every time. Casino also failed to inform me that there is a global issue going on, maybe the issue was not only about double charging, maybe it was also related to RTP etc.

I feel like casino is treating me very unfairly as a player. Casino clearly took advantage of this error and fraudulently took part of my funds and never informed me the response from the game provider.

Dear Inrel19,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wintomato Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• are the specific game rounds of the game identifiable?
• Were you able to check records of your gaming history and find any inconsistencies?
• Could you please share your communication with the casino and any supporting evidence regarding the case? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Tomas,

Game rounds and inconsistencies can only be identified from the video.

I have sent you all the evidence via email.

Thanks for the evidence provided.

You presented videos of 2 bets which the casino refunded according to your description of events.

Let's consider the video 'titled temple tumble error compressed' Have you noticed the balance of the 'let's call it round 820' hasn't decreased your balance contrary to every other bet taking place? From my point of view, the bet could have been deducted after the error appeared and new game rounds were launched, with the result of said round (820) autocompleting off-screen.

Could you please provide the gaming history of the bet and adjacent bets recorded on this particular video?

I can see that while you discussed the issue with casino support you mentioned particular IDs of the game rounds, however, on the video, the game rounds can't be identified as such.

Kindly provide as many details as you can regarding this single event.

Thanks in advance for your cooperation.

Hi, well, it depends on how you see it. Casino did refund a portion of incorrectly charged bets, but not all. So, yes, in a way they did compensate for those two videos, in a way they did not. It would be just impossible to record every time this error happens. I am not a streamer and I do not record my gameplays.

Let's say it 'autocompleted off-screen', then why. whenever this error happened I had never won. It happened hundreds of times, so at least one time I should have won at least a bit, but whenever this error appeared I was always double-charged, never diffferent. How can I know that the bet was processed correctly if I do not see the bet screen?

I cannot provide the bet ID, because when I made these videos only video evidence was sufficient for the casino. I have told the casino many times that they can check my betting history for the particular bed IDs, but they always refused. Unfortunately I cannot see all of my betting history at the casino, I can only see around 25 last bets. Casino does not provide this information for the players.

I have provided one bet ID, but as stated clearly in the message, that was not the bet that had the error. Casino insisted for me to provide any bet ID, and I was suspicious that if I provide a random one, then they can say that there was no error and all is good.

I understand your point of view.

When encountering the errors we would recommend that you always stop playing and inform the casino. To continue to play and later rely on being refunded by the casino is not what we would condone or recommend as a practice, especially if the errors are as numerous as you suggest. By continuing to play without proper evidence of the errors you are disadvantaging yourself from our point of view.

It's clear the errors occurred, nevertheless, you were refunded 'partially' for them.

Ultimately we can't ask the casino to refund you further if there is no proof of unfair losses.

Sadly, I don't think we can offer assistance based on the description of events, other than to recommend you to contact the game provider and seek resolution with them.

Please let me know if there is any information I haven't considered, otherwise, I'll close the complaint.

Hello, this is very odd and unfortunate point of view from your side.

I do understand your point of stopping playing if the error occurs, but casino has refunded me in the past for the losses and as I continued playing I believed that this will be the point in the future. They were always aware of the issue as I wrote to them the minute I noticed that I was double charged. Also, I have provided evidence that they requested and later they told me that the issue is know. After that they magically forgot about the issue and said that it was never there. This is a very questionable action of the casino that you completely missed while handling this complaint. How can it be that they allegedly contact the game provider, know that this issue is present and do nothing about it?

Also, I have requested the casino many times for my betting history so I could do the checking myself. All of the times I was either ignored or told to write an email and then ignored via email. Casino is clearly witholding the information that would show that incorrect charging of funds occured. I think it only makes sense that such information should be provided if requested, especially in this case.

By closing this complaint you basically show that having errors in the games that benefit the casino is totally okay and should be a common practice. Seems that then you have a pretty odd view of fair gambling practices here in CasinoGuru.

I am sorry you feel this way.

We recommend you stop playing games where you encounter errors immediately and contact support so they may investigate. If casino support acknowledges a mistake, launches an investigation, and recommends you play another game, that is what we would consider fair.

We can only pursue the return of unfair losses for which there is evidence.

Please point out when and under which circumstances the casino refused to provide you with gaming history. I couldn't conclude that from the conversation you submitted to me earlier.

I'll await your reply.

Hello,

I have sent an email to the casino requesting my gaming history on 6th of November, I have followed up regarding this multiple times.

They still have not provided me with the information.

Dear Inrel19,

Kindly provide evidence the casino refused or was unable to provide you with relevant gaming history.

I'll await your reply.

Hi, all of my tries of communication with the casino sent to your email.

Thank you very much, Inrel19, for providing the necessary information. I will now transfer your complaint to my colleague Jozef ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Inrel19,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

Hello,

We would like to address the concerns raised by this player and provide a clear explanation regarding the situation.

Our platform is known for being one of the most generous in the market, offering cashbacks to many players. However, it is important to note that occasionally, some slot games may encounter connection issues, which could result in error messages. These issues are rare and typically occur due to unstable connections, a global issue that can happen on any platform. When such incidents occur on our platform, we ensure that affected players receive an instant refund of their balance to avoid any financial impact.

In this particular player's case, they experienced such a connection issue. Despite the immediate refund of their balance, we also provided "inconvenience gifts" as a gesture of goodwill. Mathematically and technically, this action was unnecessary since no double charges or overcharges occurred—the player’s balance was refunded immediately.

Previously, this player submitted a similar complaint on Casino Guru, and we addressed it promptly. As we highly value our players, we responded generously and provided additional bonuses to resolve the matter amicably.

Unfortunately, it appears that the player has since attempted to leverage our generosity in an unethical manner, repeatedly requesting cashbacks and implying that they might file further complaints. However, in this case, there is no evidence of any double charges or errors that would justify these additional claims.

It’s worth noting that this player has made over 50 deposits and remains in a positive position against the casino. Here is a very simple question: if our platform was truly malfunctioning or "stealing his funds," why would he continue playing with us?

We remain committed to providing the best experience to all our players while maintaining fairness and transparency. We are always willing to resolve genuine issues, but we must also protect our platform from misuse.

Best regards,

Wintomato Team

Dear Inrel19,

I have completed the evaluation of all the evidence and information provided by you and the casino team. As Tomas has emphasized on several occasions, it is crucial to immediately stop playing when you notice any errors or bugs. While the issue may occur on your side, the platform may appear to function normally. By continuing to play despite clear malfunctions, you assume partial responsibility for the situation. The casino has already refunded you for provable error bets and offered multiple compensations, even though they were not obligated to do so. Unfortunately, based on the available information, I do not believe you are entitled to any further refunds. In the future, I strongly recommend that you always stop playing and contact customer support immediately if you encounter any issues.

I am very sorry but I am forced to close this case. An alternative option is to file an official complaint with the licensing authority of the casino. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef