Caliente Casino - Player has experienced a technical glitch while playing.

Hit a large jackpot on bonus pins and was never paid.. asked to see my game history the information they gave me was no good for the game I've told them everything they need to do have submitted pictures of what comes up when I load the game date time it was actually my first night at the casino so it should be quite easy to track my movements the other casino I'm usually at I can see everything I do each day each thing I bet on left the sites or left the game came back game was not it was an error wasn't loading it wasn't downloading it was you couldn't play it

Been trying to get them to find my win and send me a picture of the screen and it's been a week and there's been nothing

Dear Todd,

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 petronela.k@casino.guru?

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,

Petronela

Additional comments from the player:

"I've been trying to get my history or access to it. I've supplied them with as much information as I can

It was my first time there 

Played approx 3 hours. At 888 poker. My preferred site I can bring up and see everything I did. Every bet. Outcome. I can't understand why they can't track me and find incident. I have a pile of emails from them often seeming like I'm getting a new person involved and asking me the same questions and ask you for the same information again it's like it's just going around in a circle being passed to different people under their terms and conditions 831 all jackpots and all wins they told me to wipe my cookies and cash and everything before I went back on the site to try and get the information from the game they wanted and then it dawned on me after I'd done that that if I had simply looked at my history I probably could have gave them a really good idea of what the incident occurred so now I'm trying to restore my Chrome history to help them with their time frame but why didn't they suggest that in the first place they suggested clearing it so their games ran better. Haven't heard anything in from him in 3 days. I've sent my verification information to him twice each time they say there's something wrong it's too blurry or something it's like they don't want me back there."

"One more thing I found quite interesting is I tried to Google largest payout from Caliente casino online on slots and no matter how I worded it I couldn't find evidence of anybody ever winning a large amount of money on a slot machine at Caliente I don't know if that's relevant but I reworded the question I went in a different direction I've but I could not obtain any information in regards to people winning a large jackpot there"

Dear Todd,

Could you please advise if you continued playing after the incident and how much is your active balance now? Was the jackpot hit when playing with or without an active bonus? Thank you in advance for your reply.

Dear Todd,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.