PlayUZU Casino ES - Spilleren oplever gentagne afbrydelser på casinoet.

For a year now, Playuzu casino has kicked me out of several sessions from different providers in the middle of a freespins or bonus game. Today in particular it was blatant. The specific case is that it started the animation with two scatters on a machine that has pragmatic respins and kicked me out of the machine. When I re-entered, there was only one, specifically the Bigger Bass Splash slot. Before this happened in the middle of the bonus game on the Big Bass Vegas Double Down, it also kicked me out of the session, forcing me to reprogram the loss and time limits. It's starting to become a suspicious practice.

De hace ya un año el casino Playuzu me ha echado en varias sesiones de distintos proveedores en pleno juego de freespins o bonificación, hoy en concreto ha sido flagrante, el caso con concreto es que inició la animación con dos scatters en una máquina que tiene regiros de pragmatic y me echo de la máquina al volver a entrar solo había uno concretamente la slot es bigger bass splash, antes de que esto sucediera en pleno juego de bonificación en la Big bass vegas double Down, también me echo de la sesión obligadome a programar de nuevo el límite de pérdidas y de tiempo, empieza a ser una práctica sospechosa.

Dear grm87,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. The games in the casino are programmed to continue even when the connection between the server of the game provider and you is disconnected. If such an event happens, you can see a different result on your screen than on the game provider's server. If two different results exist, the correct one is the one on the server.

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

• Do I understand correctly that you experienced a visual bug related to the game round related to the game round on the screenshot you submitted?
• Have you contacted support and asked for the round to be investigated? With what result?
• Could you please share with me your communication with the casino, including your attempts to resolve the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Dear grm87,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Good morning, I am attaching images to document the progress of the conversation I had with support. They asked me to provide details via email.

And that's what I've done, I'm waiting and thank you for your attention.

Buen día adjunto imágenes para documentar la evolución al respecto de la conversación que tuve con el soporte me pidieron que aportara detalles vía email

Y eso he hecho estoy pendiente y gracias por su atención

I also want to point out that I am no longer allowed to access my game session history. I have tried several browsers and it does not give me access.

También quiero trasladar que no me permite ya acceder a mi histórico de sesiones de juego, he probado con varios navegadores y no me da acceso

Thank you for your reply and the supplied information.

I reviewed the information you provided, and while I understand your frustration with the experience with a technical glitch on a slot, there is not enough evidence for us to support you and nor ask the casino to conduct further steps.

When encountering technical glitches in a game always attempt to provide full description of event and provide evidence to the best of your ability for the casino to conduct investigation - like you did in this situation - however, keep in mind the result of the game round depend on the server of the game povider which is relayed in turn to the casino and to your screeen.

Please check our article on the topic: https://es.casino.guru/como-funcionan-tragamonedas-matematicas

Without evidence contradicting the record from your game history, we are powerless in confronting the casino.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.