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During a spin in the game Regal Spins 20 Pate Link, I won the Grand, which was worth €23,857.04 – it's now over €26,000. However, I was only credited with €10, which was the Minor. I've been given the runaround since Friday, as they're supposedly investigating the reason for the incorrect credit.

Bei einer Ausspielung im Spiel Regal Spins 20 Pate Link habe ich u.a. den Grand erzielt, welcher mit 23.857,04 €ausgezeichnet war-mittlerweile ist er bei über 26.000 €. Gutgeschrieben wurden mir lediglich 10 €, was Minor entsprach. Nun werde ich bereits seit Freitag hingehalten, da angeblich geprüft wird, woran die falsche Gutschrift lag.

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Dear Eugen55, 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 Eugen55,

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