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First time seeing this ,i won a bonus game on a slots about 25 € or something and when i left the slot no amy winnings given and no win record made , bet records has been made though its been 24 hours since then . Seems like an automatic system problem that recorded bet transaction and no amy win transaction. Now im waiting to receive an email on what is going on.

Dear genti621,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication or videos along with your game history to petronela.k@casino.guru? 

Meanwhile, please check our article explaining "How slot machines are 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 cooperation and understanding.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Good afternoon this is a screenshot of bet transaction record without win transaction record As you can see from screenshot no amy win record made.

I have contacted with Customer support and currently waiting an email from the casino.

Hi genti621,

Thank you very much for the forwarded screenshot.

• Could you please request and send me your game history too?

Looking forward to hearing from you.

Good afternoon yes i can sent screenshots from history because casino didn't sent me complete history data from that date , should i communicate with email in order to get it?

Here is the last chat i made with the casino.

Hi genti621,

I've observed that a bet of €0.10 was placed on January 2nd at 10:00 am, but the screenshot doesn't capture the result of that round.

• Could you inform me if you happen to have saved any supporting evidence indicating the winnings for that specific round?
• Additionally, have you obtained your complete game history from the casino?

Thank you.

Dear genti621,

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.

The problem has been solven and the casino paid late the winnings

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, genti621, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru