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I was playing blackjack and my screen completely froze, I saw the cards I was dealt but didn't get a chance to play at all as the screen just froze completely. When the hand was over then the screen was back on and I saw that I had lost. I contacted customer service and sent screenshots that clearly showed the problem but their tech didn't see anything wrong and refuses to refund. Where do you think I should turn? This really isn't about money, it's about others in the same position. It scares you to think how many others are going through the same thing and losing money in such ways. Where should I turn?

Jag spelade blackjack och min skärm frös totalt, jag såg korten jag fick men fick inte en chans att spela överhuvudtaget då skärmen bara stannade helt. När handen var över då var skärmen igång igen och jag såg att jag hade förlorat. Jag kontaktade kundtjänst och skickade skärmdumpar som tydligt visade problemet men deras tekniker såg inget fel och vägrar betala tillbaka. Var tycker ni jag ska vända mig? Det här handlar verkligen inte om pengar utan om andra som sitter i samma sits. Man blir ju rädd på att tänka på hur många andra som går igenom samma och förlorar pengar på sådana sätt. Vart ska jag vända mig?

Hello,

I would say the best shot is to contact its game provider. For that, I recommend acquiring your full game history, because it should be the main argument something went wrong during the aforementioned session.

The alternative would be to contact the license provider, though, it may be easier to start with the game provider first.

If I may add my point of view, I think that a good relationship with the customer is worth a few bucks, so it makes sense to be generous even if their tech guys have not found an error. One simple gesture would have solved this situation far better, I say.

Anyway, care to share the casino's name? At least we can check its licensing authority and overall trustworthiness, which we mark here as the Safety Index 👈

Have you heard about it, perhaps?

Hello,

Pragmatic is the provider, I will for sure check the situation with them and see if they possibly can refund it. I will explain the whole situation and send them the screenshots. Thank you for your help, it’s heavily appreciated.

regards

Let us know, please, how it'll go with the game provider. May I ask which casino it was at? Just out of curiosity.