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I placed a €300 bet on the live Monopoly Big Baller game, always aiming for the 5-roll bonus. The bonus never appeared in any of the rounds. Then I bet €7.50. The tiger started moving downwards from the 10-second decision point, and my bet was placed after only 6 seconds. Then the game started, the bet was canceled, and of course, the bonus game appeared. The game provider told me the problem lies with the casino. They've been investigating for over three days now, but haven't received a response. According to my contract, the bet is valid, and I insist on receiving my winnings.

Habe 300 Euro in dem livespiel Monopoly big baller gesetzt jedes mal auf 5 rolls bonus, die ganzen Runden kam dieser Bonus nicht dann habe ich 7,50 gesetzt der Tiger ist von 10 Sekunden entscheidungs weg nach unten gelaufen bereits bei 6 Sekunden war mein Einsatz gesetzt dann geht das Spiel los und der Einsatz wurde storniert und natürlich kam das bonus Spiel. Der spieleanbieter hat mir gesagt dass das Problem beim casino liegt. Dieser prüft es seit mittlerweile über 3 Tage keine Antwort. Laut Vertrag ist die wette gesetzt und bestehe natürlich auf mein gewinn.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Coincasino.com.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you played during the session exclusively with real money?
• Could you please share with me your communication with the casino regarding the issue, the information you provided to the casino so they may launch an investigation, and any evidence of a win available to you? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I sent you an email

I placed a bet of 7.50 on 5 rolls, then the bet was placed, and when the game started, it was suddenly cancelled; the winnings were x89.

Habe Ihnen eine Email gesendet

Ich habe 7,50 gesetzt auf 5 rolls dann war der Einsatz gesetzt und wo das Spiel los ging kam auf einmal storniert der Gewinn war x89.

Evolution sent me this, but unfortunately I no longer have the ticket or the log history.

formal ticket raised on the case and as I see it has been closed on our side for further information, please contact your casino support team, they can share the results with you

Das hat mir dann Evolution geschickt habe leider das Ticket nicht mehr und den Protokoll Verlauf.

formal ticket raised on the case and as I see it has been closed on our side for further information, please contact your casino support team, they can share the results with you

Coincasino is now saying that I have no more credit, but how can I place bets then?

That is factually incorrect. The €7.50 stake was accepted by the system and the round started. Had there been no available balance, the system would not have accepted the stake in the first place. Furthermore, the game provider Evolution has already confirmed internally that a technical error occurred and the ticket has been closed on their end.

Jetzt schreibt coincasino dass ich kein Guthaben mehr hatte aber wie kann ich dann wetten platzieren ??

Das ist sachlich falsch. Der Einsatz von 7,50 € wurde vom System akzeptiert und die Runde gestartet. Wäre kein Guthaben vorhanden gewesen, hätte das System den Einsatz gar nicht erst angenommen. Zudem hat der Spieleanbieter Evolution bereits intern bestätigt, dass ein technischer Fehler vorlag und das Ticket auf ihrer Seite geschlossen wurde."

Further details regarding the incident: The €7.50 bet was accepted without issue when the timer remained for 6 seconds. The timer counted down to 0, the round started, and only AFTER the round began did the 'cancelled' message appear. This clearly proves that the funds were available and that it was a subsequent technical cancellation error – precisely the error that Evolution investigated in the ticket.

Ergänzung zum Hergang: Der Einsatz über 7,50 € wurde bei verbleibenden 6 Sekunden auf dem Timer problemlos akzeptiert. Der Timer lief auf 0 runter, die Runde startete und erst NACH Start der Runde erschien die Meldung 'storniert'. Dies beweist eindeutig, dass das Guthaben vorhanden war und es sich um einen nachträglichen technischen Stornierungsfehler handelte – genau den Fehler, den Evolution im Ticket untersucht hat."

Hello ?

Hallo ?

Thanks for your patience.

I went over the information you provided.

Please note that we can't confront the casino regarding a disputed result of your game round without any evidence.

Kindly share anything to contradict the casino's conclusion that the balance on your account was insufficient at the time.

We recommend that you request your game history from support. These records should show the evolution of your balance over time and display any placed bets and results from them. If the relevant records are available in your player's profile or directly in the history feature in the game you played, please provide these as evidence.

Thanks in advance for your cooperation.

Good day dear team,

I requested this 6 days ago without any response.

Guten Tag liebes Team,

Habe ich schon vor 6 Tagen angefordert ohne Reaktion.

Thanks for your reply.

Kindly provide the relevant information from the activity section of the player's account to me for review, your game history found directly in the game you played, if available or similar evidence.

Thanks in advance for your cooperation.