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Casino Token - Bet considered as invalid

Ruling

Resolved - Casino Token have informed us that this player has been paid. The player has been non-responsive to our requests for updates so we assume they are happy.

Read our Casino Token Review.

Player's Complaint

Hello,

Long story short: I signed up with CasinoToken,made a deposit with a bonus - and happily played some slots. At one point,I won like x180 my bet and things get fishy. I didn't see my win in my balance,and the bonus has been canceled. I was like WTF,so i checked the game history - and the win was there.

I then contacted a support seeking for an explaination. After a quick chat,issue has been forwarded to a tech team. After like 30-40 minutes,I contacted the live support once again - and asked about some kind of ticked ID or reference number - just for me,in order to refer to this issue in the future - and then,I've been informed about a reply.

Customer support informed me,that the bet I played was "delayed" - and it was not accepted by game provider - meaning,it "never happened". See it on the screenshots yourself.

All relevant screenshots are available here: [EDIT]

Read the casino review

4 Responses

User icon
ThePOGG
April 30, 2020

Hi szulak - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

ThePOGG

User icon
ThePOGG
June 11, 2020

Hi szulak,

Our understanding is that your funds have already been returned to you and that you have played them down. Can you confirm this?

Thanks,

ThePOGG

User icon
ThePOGG
June 19, 2020

Hi szulak,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
ThePOGG
June 26, 2020

Hi szulak,

If we haven't heard from you by Friday the 3rd of July I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

szulak consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Casino Token
  • Curacao eGaming
  • Direx N.V.

April 30, 2020

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