Casinostugan - Spilleren står over for en forsinkelse i at løse et bonusproblem.

On 10th March i was playing casino game"Classic fire blaze(Pearls Pearls Pearls). It was 20 kr Spin. Bonus arrived and when i was playing bonus round suddenly during bonus round error occurred and bonus round disappeared. I have proof of that specific spin from my transaction history. But this spin transaction is missing in game history. Bonus was huge. I have written complaint from the very first day but always same answer that we are investigating. I have changed different browsers, deleted cookies but nothing happened. It’s now 9th day since the complaint. Money is also important but bigger concern is the fraud and fairness. Kindly resolve the issue if you can. Thanks

Dear fahijee,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history in Excel format to nikolas.b@casino.guru? Please advise the exact time of the incident.

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.

Awaiting your response.

Regards,

Nick

Hi. I have written email to you but you didn’t reply yet. My matter not solved yet by Casino but during last chat with the they said game provider accepted that the game has stuck during the round. After changing the browsers and deleting cookies nothing happened so customer support said to me that we will request the game provider to end the round by their end. Still waiting but i send you the chat screenshot here, Regards

Thank you fahijee for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, fahijee,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Casinostugan Team,

Could you please look into the player's issue and explain the situation in more detail?

What is the solution, and what is the estimated time frame for fixing it by the casino/the game provider? It should relate to the bet made on March 10, 2025, at 19:23:42.

Thank you.

Hi Muhammad,

I hope everything is well with you. We really apologize for our late response.

Thank you for your patience while we have investigated your matter. After a closer examination of your game round on Mega Fire Blaze, Pearls from March 10th with the game provider, we can see that you won the Fire Blaze Respin feature, of which you managed to play 7 of these spins, but that one spin was left unplayed. No winnings were received on this game round as this round was not completed. According to the Swedish gaming license that we are subject to, we cannot compensate or add a potential win that this game round could have had afterwards. We understand of course that this response was not what you had wished for. We have returned your bet for this game round and this is reflected in your account balance. This happened today at 11:05 for 20 SEK.

this is the answer i got from casino help. They are accepting the error but rather they should complete my bonus round, they just paid me only SEK 20 back

Hej Muhammad,

Jag hoppas att allt är bra med dig. Vi beklagar verkligen över vår sena återkoppling.

Tack för ditt fina tålamod under tiden vi har undersökt ditt ärende. Efter en närmare undersökning av din spelrunda på Mega Fire Blaze, Pearls från den 10e Mars med spelleverantören kan vi se att du vann funktionen Fire Blaze Respin, varav du lyckades spela 7 av dessa spinn, men att ett spin blev ospelat. Det mottogs inte någon vinst på denna spelrunda då denna rundan inte avslutades. Enligt den svenska spellicensen som vi lyder under kan vi inte kompensera eller addera en potentiell vinst som denna spelrunda kunde haft i efterhand. Vi förstår givetvis att detta svar inte var det du hade önskat dig. Vi har returnerat din insats för denna spelrunda och denna reflekteras i din kontobalans. Detta skedde idag vid 11:05 på 20 SEK. 

this is the answer i got from casino help. They are accepting the error but rather they should complete my bonus round, they just paid me only 20 kr back

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greetings all,

I received an email from the casino recently, and I am waiting for further details that I requested.

I am resetting the timer for the casino, providing them with enough time to respond.

Thank you for your patience and understanding.

Hello, fahijee,

The casino representative did not contact me back after sending my last email to them. Therefore, I will ping them once again, waiting for the requested details/supporting evidence.

However, in the meantime, I have a few questions for you.

The disputed amount of the complaint is 20 SEK, which was returned to you. What else are we waiting for here now, and/or what else do you expect from the casino?

Were there any winnings accumulated from the free spins within the feature in question? If so, do you have any evidence confirming there were any winnings that were not credited to your balance due to an incomplete round? If so, can you please share such a screenshot here or forward it to my email (branislav.b@casino.guru)?

Thank you.

Dear fahijee,

We are extending the timer. Please be aware that in case you fail to respond in the given time frame or do not require any further assistance, based on all the gathered information and details, we will consider the complaint resolved.

Based on all the information and details gathered, and all the above-stated, we consider the issue resolved, and I will now mark the complaint as 'resolved' in our system.

Do not hesitate to contact us in the future if you run into any issues with this or any other casino, fahijee. We are here to help.

If you would like us to review the matter once again, the relevant evidence of accumulated winnings from the mistaken/unfinished spin will be required.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Branislav, Casino.guru