Uncredited amount
I am a VIP player at Casinia Casino. As recently as March, I was wagering several million PLN, with over 400,000 PLN in my casino account. Being very satisfied with the support provided by my VIP manager, I trusted that I wouldn’t need to worry about any issues — especially considering my significant activity.
On March 15th, technical issues occurred at the casino. As a result, not all winnings were credited to my account, and to this day, the “relevant departments” are still “handling the matter.”
Generally speaking, the following two issues from March 15th remain unresolved:
1. After fulfilling the wagering requirement for the deposit bonus, the system credited 15,000 PLN to my account instead of 30,335.14 PLN. Simple math – 15,335.14 PLN is missing.
2. A win of 2,463.00 PLN from a bonus round in Sugar Rush 1000 was not paid out to my player account, and the game history doesn't show this win. Fortunately, based on my previous experience with technical problems, I took a screenshot with the visible Pragmatic Play ID.
I would also like to add that a similar situation occurred the same day in the game Snoop Dogg Dollars — identical to the one described above in Sugar Rush. In that case, I also had a screenshot showing the win, which I sent to my VIP manager. The missing amount of 23,990.40 PLN was credited to my account after a few days, which is why I simply do not understand why the smaller amount of 17,798.14 PLN (15,335.14 PLN + 2,463.00 PLN) still hasn’t been credited.
At this moment, I would prefer not to share the details of some actions taken by the casino regarding this matter, as I believe this is merely a misunderstanding or mistake — something that can be reviewed and, hopefully, will contribute to improving customer service.
Screenshot
