Hello,

Where should I begin… I've been having recurring issues with two games, Black Hole and Magic Monk Rasputin. It first started when, after each 'winning image', the cash jackpot didn't decrease as it should have. In other words, I was missing a substantial amount of money almost every time.

My current problem is that I cannot accept a win in the game Magic Monk Rasputin. I placed a bet of €55.20 with the black card, guessed €140, and won. However, after some music and fireworks on the screen, the game freezes every time, and I cannot accept my winnings... I've contacted support multiple times, and they need the win ID via the game history, which is 'supposed to be accessible'. However, my game history only loads up to 02/06/2024 at 20:45 and 42 seconds, then it resets. I've also contacted support about this multiple times but to no avail...

Unfortunately, I don't know what else to do and hope this might be a last resort solution.

Best regards, Pascal

Hallo,

ja wo soll ich anfangen... Ich habe leider immer wieder Probleme bei 2 Spielen gehabt, zum einen Black Hole und Magic Monk Rasputin. Erst fing es an dass immer mal und wieder nach "Gewinn Bildern" der Cashjackpot nicht so abgestiegen ist wie er eigentlich sollte. Sprich es fehlte mir fast jedes Mal viel Geld.

Bei meinem jetzigen Problem geht es darum, dass ich einen Gewinn bei dem Spiel Magic Monk Rasputin nicht annehmen kann. Ich habe mit dem Einsatz von 55,20€ mit der schwarzen Karte auf 140€ getippt und gewonnen. Nach bisschen Musik und Raketen im Bild h?ngt sich nun das Spiel jedes Mal auf und ich kann den Gewinn nicht annehmen... Ich habe mehrfach den Support kontaktiert, dieser Brauch die ID des Gewinns über den Spielverlauf "eigentlich abrufbar". Nur l?dt sich der Spielverlauf bei mir am 02.06.2024 leider nur bis zur Uhrzeit 20:45 und 42 Sekunden und dann jedesmal wieder von vorne. Hierzu habe ich auch den Support mehrfach kontaktiert leider bisher ohne Erfolg...

Leider wei? ich jetzt auch nicht mehr weiter und erhoffe mir hier vielleicht eine letzte L?sung.

Gru? Pascal

Dear GOLD,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to [email protected]? Have you stopped playing right after the games froze?

Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Veronika

Hello Veronika,

I've sent you a few emails to your address. Unfortunately they've been shortened a lot because the videos are so long that we can only send them up to 9 seconds long. Also a few screenshots.

Greetings Pascal

Hallo Veronika,

ich habe dir ein paar E-Mails an deine Adresse geschickt. Leider stark gekürzt da von der Gr??e leider nur ca 9sekunden lange Videos maximal gesendet werden k?nnen. Auch ein paar Screenshots.

Gru? Pascal

Thank you for the videos. Regarding your gaming history, however, I will need it in Excel format and it should be from the day your problem occurred. You may request it directly from the casino and then forward it to me. My email address is [email protected].

As I already mentioned, I have tried several times to get the game history via support, currently nothing has changed, except that it can take up to 30 days until my case is processed (support sent me this as a response).

greeting

Wie schon erw?hnt habe ich mehrfach versucht per Support den Spielverlauf zu bekommen, aktuell hat sich da nichts ge?ndert, au?er dass es bis zu 30 Tage dauern kann bis mein Fall bearbeitet wird (hat mir der Support als Antwort geschickt).

Gru?

Have you still not received the gaming history from the casino?

When your game freezes, does your balance get deducted, or is there no change in your balance at all?

Dear GOLD,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.