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Early October I spun and won $10,000AUD on the game It's shark time. When I exited the game and returned to lobby my winnings were not in my account.

I contacted the support centre and provided the information they requested.

The next few days the same thing happened. Same game, same amount.

There wasn't any trace of the wins on my game play. I did manage a screenshot the second time I won.

The casino has been very rude and not very helpful on this situation.

When I've emailed them they said I requested my account closed, and now they are saying my email doesn't match any accounts in their casino. I have since been into my account in the casino, so it's still working.

Dear Silla883,

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 veronika.f@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,

Veronika

I've emailed the screenshots and will send through more. I only got a screenshot of the second time I won $10,000. Not the first time.

Thank you for providing the screenshots. However, the picture from the game you shared is not enough for us to conclude that something unfair has occurred. The screenshot only shows your balance of 10,000 AUD at one particular moment, but it does not indicate how this amount was achieved, whether it was previously won in the same game, or it was deposited.

To proceed with the investigation, we would need your gaming history from the day you achieved the significant winnings, preferably in Excel format. You can request this document directly from the casino and then forward it to me. Alternatively, if you can see your winnings in your gaming history within your casino profile, you may take screenshots and send them to me as well.

I look forward to your reply. Thank you for your cooperation.

I've emailed you the screenshots of the gameplay.

I have contacted the casino via email twice but gotten no response besides, it will be sent to the relevant department.

Thanks Veronika

Thank you for your emails. Unfortunately, as your winnings are not recorded in your gaming history, we regret to inform you that we are unable to assist you further in this matter.

Please understand that we can only contact the casino and request an investigation when the player provides strong evidence to support their claim that they won but the winnings were not credited to their account. In your case, the evidence provided does not meet this threshold. Due to this reason, your complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards

Veronika