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I really couldn't tell you the disputed amount but I think that the casino should return the money I have deposited to be fair since this happened only a week or so playing. But I was playing and hit 2 big spins inside the game lair of the white dragon which possibly consisted of 96 free spins, I hit on $5 and $10 spin and have screenshots but the casino says they reviewed and the screenshots were played out right which they wasn't... here are the screenshots

And bonus spins are awarded for having 5symbols but you have to have one in each row and the more you get the more spins you get , up to 96free spins but they tell me that my spins were played correctly and I never got any free spins or did I win anything off the spins

Dear sem1981,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Could you please forward more supporting evidence, such as screenshots or videos, possibly your game history in Excel format with the exact time of the incident along with any relevant communication to veronika.l@casino.guru?

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Veronika

The screenshots above and the time was 643 am that morning

Thank you for providing additional information. However, based on these screenshots alone, it’s difficult to determine the number of free spins awarded for the symbols or whether they were played out. To accurately investigate, we’ll need your gaming history from the casino to review this in detail. The screenshots don’t show a clear record of any wins or losses from those spins, so the gaming history would help us verify the outcome.

I wasn't awarded any freespins or awarded anything and with that combination I should've gotten 96 or close to 96 freespins at 5 and 10 dollars here is the records from the casino clearly nothing was awarded times match the screenshots above The ones circled are the screenshots mentioned that nothing was done about and a screenshot of the pay table I also sent they are clearly big wins that I never got anything on not even my free bonus spins

I would like my free spins but if the casino doesn't grant them then I would like the money I've deposited at the casino back as I see that's only fair because those spins would've been a pretty big win, more than I have deposited

Thank you for your replies. Unfortunately, the screenshots you provided do not confirm whether or not you were awarded the free spins. Could you please forward me the communication you’ve had with the casino regarding this issue? Additionally, have you requested the casino to provide you with the complete gaming history from that day in Excel format, as I suggested in my previous reply? My email address is veronika.l@casino.guru.

Dear sem1981,

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.

No I haven't requested the gaming history but here is some messages

Thank you for your response. Unfortunately, I don’t have good news for you. After a thorough discussion within our team, we have concluded that we won’t be able to assist you further with this matter.

The free spin rewards are calculated automatically by the game’s internal software system, which operates independently of the casino. The results displayed in your gameplay are considered valid, and if you were not awarded the free spins, it most likely means you did not achieve the necessary outcome.

If you disagree with the result, I recommend contacting the game provider directly, as they are responsible for the game mechanics and payouts.

This complaint will now be closed. I regret that we couldn’t be of more help on this occasion, but please don’t hesitate to contact us if you encounter any issues with this or another casino in the future.

Thank you for your understanding.

Best regards,

Veronika