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has won 3 million DKK but cassoo will not pay it out as they say there is a fault in the machine I have played on now they have deleted the money pulse my points can it really be right or should I get a good lawyer

har vundet 3 million kr. men cassoo vil ikke ud betale det da de siger der er fejl på den maskine jeg har spillet på nu har de slettet de penge puls mine points kan det virkelig være rigtig eller skal jeg få en god advokat

Dear pingo1993,

Thank you for submitting your complaint and forwarding the game provider statement. I’m sorry to hear about your problem. I have checked carefully the T&Cs and this is what I found https://www.casoo.com/en/static-texts/terms-and-conditions:

„13.5.3 " unfair advantage " shall include, without limitation:

13.5.3.1 the exploitation of a fault, loophole or error in our or any third party software used by You in connection with the Services (including in respect of any game);

13.5.3.2 the use of third party software or analysis systems; or

13.5.3.3 the exploitation by You, of an Error as defined below, in any case either to Your advantage and / or to the disadvantage of us or others."

Could you please forward your game history along with any relevant communication to petronela.k@casino.guru?

Looking forward to hearing from you.

Best regards,

Petronela

Well there is nothing to do at all so they should not pay even if it is their fault can not fit either if I had spent 3 miles I would then get the money back

Jamen er der slet ikke noget at gøre så skal de ikke udbetale selvom det er deres fejl kan jo heller ikke passe hvis jeg havde brugt 3 mil ville jeg så få pengene tilbage

I do apologize, but I don't understand. Would you like to proceed with the case?

Yes, I would like to have my money, so if you can help me, go ahead

Ja jeg vil da så vil meget gerne have mine penge jo så hvis i kan hjælpe mig så kør på

Could you please forward your game history along with any relevant communication to petronela.k@casino.guru?

think that's all I have on them

tror det er alt jeg har på dem

Thank you, pingo1993, for your replies. I'm still missing your game history. Please forward it to petronela.k@casino.guru.

This is the last page of game history you can not see it from the machine I have played on

Det her er sidste side af spilhistorik man kan ikke se det fra den maskine jeg har spillet på

These screenshots are game history from January 30th. I'm interested in previous game history. Have you tried to request it from the casino?

they just say i have to go to my profile and see the problem is that i i can not go far enough back and see so they will not help

de siger bare jeg skal gå til min profil og se problemet er at jeg jeg ikke kan gå langt nok tilbage og se så det vil de ikke hjelpe med

How far you can get in your game history? The report from the game provider states that the incident has started on 24th of November 2020.

What I sent is the last one I can get back to page 30

Det jeg sendte er den sidste jeg kan komme tilbage til side 30

Thank you very much, pingo1993, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you very much, you can tell me how long before I hear anything

Mange tak kan du ca fortælle hvor længe før jeg høre noget

Hi pingo1993,

I'm taking over your complaint. I will contact the casino and see if I can help. I would like to invite Casoo Casino to the conversation to participate in the resolution of this complaint.

Hello, everyone.  

This incident is mainly based on TomHorn provided slot Wolf Sierra. 

Within one month's span (01.12.2020 - 31.12.2020) customer played almost exclusively this slot.

His profit on Wolf Sierra was 481799.05 EUR / 3551384.20 DKK 

Important to note that this wasn't one extraordinary big win. These were multiple, calculated, mathematically unusual wins.

Within such long game-play, it's impossible to maintain such persistent winning streaks without RTP doing its thing. 

While processing customer withdrawal requests, our security department noticed this unusual situation and sent a request to the platform provider for a game-check.

This information also was directly communicated with the customer. He was instructed that his game-play was sent for investigation. 

After a prolonged investigation on the provider's side, we finally received a direct answer from TomHorn. 

I have sent TomHorn's report to email peter.m@casino.guru because it's the most important factor in this case. 

And it's a bit strange that the customer didn't provide this document himself. He added everything but this document. 

Based on the information provided by TomHorn we were forced to define customer's winnings as illegitimate and confiscate them. 

His deposit was refunded, and unfortunately, that's the best we can do. The customer exploited a bug on the provider's side. 

I hope this explanation helps! 

If anything else is needed, please let us know.

Best regards, 

Andrei

I have in no way exploited anything as I have confidence that your machines work and it is by no means normal that it has not worked for a month it is casso who must make sure that they do not work me as a consumer had I flexible lost 3 million I had then got them back due to the mistake no we all know I did not have if I have to sue so it comes in court I do it has tried to be in the meetings and propose a settlement but it they do not want to either

Jeg har på ingen måde udnyttede noget som helst da jeg har tillid til at jeres maskiner virker og det er da på ingen måde normalt at det ikke har virket i en måned det er casso der skal sørger for at de virker ikke mig som forbruger havde jeg fleksibel tabt 3 millioner havde jeg så fået dem tilbage pågrund af den fejl nej det ved vi jo alle sammen jeg ikke havde hvis jeg skal lægge sag an så det kommer i retten gør jeg det har prøvet at være i mødekommene og forslå et forlig men det vil de jo heller ikke

Hi all,

Thank you for your replies.

Dear Andrei,

I understand your point of view and the fact that these incidents are so to speak covered by the casino's T&Cs. However, two months is a long time for an issue to get fixed. Will the player at least be given some sort of compensation as a gesture of goodwill?

Hello, everyone. 

I completely understand your position, Peter, but unfortunately, in this case, we don't bear the financial responsibility. 

We ourselves were negatively impacted by the situation from a financial perspective. There were many other players who won on this specific slot/provider, then switched to other providers and lost their balance. The turnover difference between these providers was paid by us. 

We are not game providers, and we have nothing to do with this bug. We merely display the product on our website.  

Regarding your comment about fixing the issue within a 2-month period: this is an unusual situation that can't be fixed without a detailed, time-consuming investigation. Also, as I already mentioned in my previous answer, this bug was noticed only when the customer requested a withdrawal. We have a large client base that can't be monitored while they are only playing. All extra security check-ups are done when customers request a withdrawal. 

For the time being, TomHorn provider has been shut down in our casino. We have also sent a request for compensation to TomHorn. 

If something comes out of this, we can reconsider compensation to the player as well. For now, the best we could do is refund customer's deposit, which was already done. 

We completely understand customer's frustration and willingness to sort this situation out, but please then contact with TomHorn directly for a more detailed explanation and solution. 

If the customer is interested in complementary free spins, please let us know.

Best Regards

Andrei

Hi everyone,

Thanks, Andrei for your reply. Even though we think that the player should be offered some sort of compensation for this, we also understand that casinos can't completely avoid such technical problems of third party software.

Dear pingo1993,

I'm afraid there is not much we can do in this case. Please let the casino know if you are interested in the free spins. I wish I could be of more help.

Best regards,

Peter