Casinoly - Player's winnings not updated in the account balance.

Greetings, 5 days ago i hit a big win on crazy time (4000 eur) and i had a wide range so i played 1k blackjack hands. So i was down to 2k some minutes earlier and i once again played a 1k hand. I won the hand but the balance stayed 1k, and in balance history it only displays the bet not a win/loss like it usually does. I have contacted support every day now for 5 days, but they only say the same exact thing: Your case has been sent to the investigation department and we will contact you as soon as possible. I'm starting to losing hope because its been 5 days now and they dont seem to care, and i'm in need of this money because it's 2k of course.

Dear JohnAlpha,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication or screenshots 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

I’ve sent you the email, waiting for your response

Comments from the player:

In the first photo, you can see that there are 2 bets in a row so you can tell that something is wrong (even in a loss the balance history displays that as "win: +0"). The second pic is our conversation with the support today, I’m not surprised they say the same thing for 6 days now.

I apologize for the delayed response. Have there been any developments since our last conversation, please? Is the casino still investigating?

Dear JohnAlpha,

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 we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.