5Gringos Casino - The player's winnings were not credited.

In Gambelicious hold and win, winnings from free games are not transferred to the balance.

This has happened before. But now I got a screenshot of the situation. The casino says that this has not happened, denies it.

Dear Zintikka,

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" 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,

Nick

This does not appear in the game history at all. I only took screenshots of my free game win, which was therefore not visible anywhere else, because the same thing had happened in this game before, so I knew how to expect this.

I don't know how to prove something like this really? Apparently, you should always film the entire game, and you probably won't believe the player anyway. I'm an expert in this field and I've never come across anything like this in any other game before.

Dear Zintikka,

Unfortunately, as mentioned above, without any proof we can't go against the casino as what would we even show up to them. The issue might have been just a glitch on the game provider side or even the player's side with the connection or other technical bug.

You can still try to contact directly the game provider as they could look up the entire game log but it's very rarely successful.

Is there anything else we can assist you with? If not, we will be forced to close the complaint.

Dear Zintikka,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

The complaint will be now closed for the above mentioned reason.