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so I have this issue with an online casino site (DIDI7BET) where Ive gone to cash out winnings upto $5252. I've gone to exit the game to make my withdrawal to find that on the home screen I have only $811 available so I'm thinking that the money I have won was still inside the game because it had not properly uploaded. as I've logged into the game again it shows an even lower balance of $151.

I've been fighting with customer care live chat providers they claim that after reviewing my gameplay I had never reached a total of that amount. Now because I had taken numerous screenshots of the session I thought there would not be any way they can talk there way out of paying me out the funds I know I claimed. they've sent me through a log of my betting history as I could not upload it from my end. the gameplay records do not match any of my screenshots it's as if they'd changed it on their end also one thing I did notice was the total of the bets that were made a lot more in total to the amount that was paid out to me how could I have made them bets if I was not winning anything back. I can still access my account but have been blocked from making any contact with casino support. I've now hit a brick wall and no idea what move I can make.

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Hello,, Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to attila.g@casino.guru? Have you stopped playing right after 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. 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,

Attila

Dear james888,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru