Casinia Casino - Technical error Casinia

Dear Klaudia,

Thank you for bringing our attention to this matter.

We are sorry to read about this experience on our casino website. We will conduct a thorough investigation and post a detailed reply once we have gathered all the needed information.

Your patience is much appreciated.

Kind regards,
Casinia Team

I'd like to receive an official decision regarding my case from the game provider, Triple Edge Studios - Cash N Riches WOWPOT Megaways. You officially reported the matter in February.

I would like to emphasize that the game is no longer available on these platforms. I received the amount assigned to me before the wagering bonus was activated.

During the guaranteed prize draw, I had only selected two red balls, which gave me half a million at my stake. When I selected the third ball, the game froze and a technical error occurred. Screenshots have been included to show all the details.

Dear Casinia Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear Klaudia,

We would kindly like to apologize for the delay of our answer.
Please be assured that we are working with high priority on your request and will update you with further information as soon as possible.

We thank you for your patience and understanding.

Kind regards,
Casinia Team

Please provide official information from the game provider regarding the amount.
In February, you sent all the information and received the requested data.
The amount should be approximately half a million due to the two balls drawn, and only in my case.

I also request compensation for the seven-month waiting period. I also sent numerous emails to you, to which I received no response

Dear all,

We will require some more time to carefully examine the case. Please bear with us just a bit longer, we will soon post a thorough explanation.

Kind regards,
Casinia Team

Okay.

So I'm waiting for information about the ball color I received while playing Cash 'N Riches WOWPOT! Megaway.
I pressed the third ball when I only had two red balls – the red color was assigned to half a million.
When I pressed the third ball, the game froze and a technical error occurred.

This technical error prevents me from checking what I received and claiming my prize.

The technical error is included in the screenshots.

Dear All,

We kindly ask for a little more time to complete our internal checks.
We are doing our best to finalize the review as soon as possible and will provide a full update shortly.

Thank you for your patience and understanding.

Kind regards,
Casinia Team

On January 7th, I reported a technical error in the game that prevented me from receiving the top prize in Cash 'N Riches WOWPOT! Megaways. All cookie extensions were checked, and I also checked at another casino to see if the game was working, and everything was fine. The problem occurred when I had only two red balls selected in the main jackpot, giving half a million. I pressed the third ball, and the game froze, kicked me out, and a technical error message popped up, which I attached.
-On February 17th, I received a notification that my case had been forwarded to the game provider, who would send official information about the ball color selected during gameplay. You were then supposed to provide me with this information officially by email. You also wrote that you were unable to verify this information from the casino and had to wait for information from the provider. -The game disappeared from the casino in March.
-On April 21st, I receive information that the game has ended incorrectly and that you are asking me to reset the game and re-enter it, as well as another email that the technical department cannot check the bonus amount.
You received my reply that the game had been deleted, so I couldn't access it. The reset and additional settings were checked in January. Since then, I've been waiting for official information about the color of the bonus ball.
On April 26th, I received information that the technical department had reviewed the game and credited me with the amount of 8 PLN—four days earlier, this wasn't possible because, as you claimed, the game wasn't finished and I was supposed to access it, and I was also supposed to receive information from the game provider. You haven't responded to my emails about receiving information from the game provider about the color of the ball.
Dates where I didn't receive any response to my emails to you:

27.02
28.02
17.03
24.03
26.03
29.03
20.04
27.04
04.05

I'll add that consultants would leave the online chat without me ending the conversation. I would type a response and they would leave.
I still haven't received information from you about the color of the ball I received as a bonus. Could you please provide this information? Only two red balls were returned, and when I pressed the third button, a technical error occurred.
-The matter has also been reported to IBAS.
-For 7 months now, I have been asking you for official information from the game provider about the color chosen during the main bonus in Cash'N Riches WOWPOT! Megaways
-For 7 months, I've been pointing out that I had two red balls, and when I pressed 3, I was kicked out of the game. A technical error prevented the color I received from being displayed and my winnings from being credited.
- For 7 months, I've been waiting for this information, and you still won't send me any information about it.
-For 7 months, I've been receiving off-topic replies that don't provide a specific answer. I also haven't received any compensation for the waiting time.

Dear all,

Thank you for your patience during this time.

Upon conducting a thorough investigation, we concluded that the betting round in question was settled correctly and the prize of 8 PLN has already been credited to the player's account.

All relevant proof was sent to AskGambler's support team. We are looking forward to your final verdict.

Kind regards,
Casinia Team

I still haven't received official information from you about the color of the ball I received as the main bonus while playing Cash 'N Riches WOWPOT! Megaways.
I would like to ask you again for the OFFICIAL information on what was won, not the amount you assigned based on some unknown reason.

With two red balls and selecting the third ball, the game froze and a technical error occurred.
How many times will I have to write the same thing to you?
The red ball gave half a million, so please tell me what color ball I received during the bonus when the technical error prevented me from claiming the prize.
You've been checking for 7 months, and for 7 months you haven't been able to send me this answer, and you've been providing incorrect information in emails, misleading me.
Please tell me the color ball I received.

The green ball at the given stake gave over 400 PLN, and I only had 2 red balls, and then I was kicked out of the game

haven't received the information I've been requesting since January.

Please provide the ball color for the Cash 'N Riches WOWPOT! Megaways jackpot.

Since I had two red balls when I pressed the third ball, the game was closed, and a technical error prevented me from viewing the game result. I selected the third red ball, which gave me half a million.

I insist that you provide only this information, not the amount received before the bonus, which is based on the wagering requirement – the bonus activated automatically, adding another amount.

I verified this at other casinos where I received green and blue balls, and the slot machine worked without any problems.

Dear all,

Thank you for your patience.

We would like to confirm that the betting round was settled correctly and the prize of 8 PLN has already been credited.

Our team will require a bit more time to gather the needed proof. Once done, we will provide the evidence so the forum analysts can give their verdict.

Kind regards,
Casinia Team

Please provide official information from the provider regarding the color of the ball received as the main bonus during the Cash 'N Riches WOWPOT! Megaways round. And the amount assigned to the ball color. A technical error prevented me from claiming the main bonus along with the pre-bonus amount – you are still providing an amount that has nothing to do with the guaranteed JACKPOT.
I would like to emphasize again that when I had two red balls and pressed the third ball, an error occurred that ended the game and prevented me from entering the slot machine.
If the game is closed because you entered the spin amount after which the JACKPOT was triggered, the amount assigned to the red ball was only 1.5 million.
I am again requesting the ball color.

There was a mistake in my statement:

One amount was assigned to the color red, half a million.

Dear all,

Kindly note that the AskGamblers Complaint Team requested and is still awaiting additional information from the Casinia Casino team.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

I'm also waiting for an official response regarding the color of the main jackpot ball. The only information I've received from the casino is that, as a player, I have no right to file a claim with the game provider regarding my case, and I won't receive such information from the provider. Only the casino can receive information about the ball color chosen, but not me as a player

Dear Klaudia,

Thank you for your patience while waiting for our reply.

Please rest assured that your request is being handled with priority by our team, and we will provide you with an update as soon as new information becomes available.

We truly appreciate your understanding and cooperation.

Kind regards,
Casinia Team

Dear all,

Thank you for your patience during this time.

We kindly urge the AskGamblers team to review our latest email containing the gathered evidence.

We took the time to address the matter once more with the game provider. Unfortunately they cannot provide any visualization of the game, as the betting round was settled back in January. However, they confirmed that it is not a winning bet and was settled correctly.

With this we consider the matter closed and will await the forum's final verdict.

Thank you for your cooperation.

Kind regards,
Casinia Team

I've been waiting for clarification on my case since January, and I still haven't received any official confirmation. My emails go unanswered, and consultants leave the online chat before the call is finished.