Casinova Online Casino - 플레이어의 상금이 적립되지 않았습니다.

Hello,

On January 5, 2025, I played Crazy Balls by Evolution. During a bonus game, I won a prize, but it was not credited to my account. I subsequently contacted Evolution’s support team, who opened a case. After one day, the case was closed with confirmation that I had not received the payout.

Since then, I have contacted the casino’s live chat three times. The first time, I was told that the case had been forwarded to the appropriate department and that I would receive a notification via email. As no response followed, I reached out again. During the second contact, I was informed that the case had never been escalated.

After more time had passed, I inquired again via email—without any response. Just now, I contacted the live chat once more, but unfortunately, without success.

Kind regards,

Valentina

Guten Tag,

am 05.01.2025 habe ich Crazy Balls von Evolution gespielt. Während eines Bonusspiels habe ich einen Gewinn erzielt, dieser wurde jedoch nicht meinem Konto gutgeschrieben. Daraufhin habe ich den Support von Evolution kontaktiert, der einen Fall eröffnete. Nach einem Tag wurde der Fall geschlossen, mit der Bestätigung, dass ich den Gewinn nicht erhalten habe.

Ich habe seitdem bereits dreimal den Live-Chat des Casinos kontaktiert. Beim ersten Mal wurde mir gesagt, dass der Fall an die zuständige Abteilung weitergeleitet wurde und ich per E-Mail benachrichtigt werden würde. Da keine Rückmeldung kam, habe ich es erneut versucht. Beim zweiten Kontakt wurde mir mitgeteilt, dass der Fall nie weitergeleitet wurde.

Nachdem wieder Zeit vergangen war, habe ich ein drittes Mal per E-Mail nachgefragt – ohne Antwort. Gerade eben habe ich erneut den Live-Chat kontaktiert, jedoch wieder ohne Erfolg.

Mit freundlichen Grüßen, Valentina

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On January 5, 2025, I played Crazy Balls by Evolution. During a bonus game, I won a prize, but it was not credited to my account. I subsequently contacted Evolution’s support team, who opened a case. After one day, the case was closed with confirmation that I had not received the payout.

Since then, I have contacted the casino’s live chat three times. The first time, I was told that the case had been forwarded to the appropriate department and that I would receive a notification via email. As no response followed, I reached out again. During the second contact, I was informed that the case had never been escalated.

After more time had passed, I inquired again via email—without any response. Just now, I contacted the live chat once more, but unfortunately, without success.

Kind regards,

Valentina

Dear sprite2022,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. The games in the casino are programmed to continue even when the connection between the server of the game provider and you is disconnected. If such an event happens, you can see a different result on your screen than on the casino server. If two different results exist, the correct one is the one on the casino server.

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

• Do you happen to have a video recording, screenshots, or other evidence showing this incident and confirming the prize?
• Has this prize been recorded in your game history?

Thank you very much in advance for your reply.

Best regards,

Kristina

Attached are the pictures confirming that I won but the casino did not credit the money to my account.

Anbei die Bilder, die bestätigen, dass ich gewonnen habe, aber das Casino das Geld nicht auf mein Konto gebucht hat .