AztecParadise Casino - Player has been robbed of her winnings.

I was playing a game on this site and won a bonus game, I got to the end of the bonus and could see I had won quite alot (around 500 pounds) I then got a pop up notification that said I needed to reload the game as there was an error, I did this and it did NOT give me my money I had won, I have wrote email after email and went through the live chat which may I add is the most unprofessional agents I've cane across, they said the tech team would sort this out, 4 days later I wrote to them again, they said they would refund my bet amount (5 pound) but I would not be getting the money I won back, absolute ly robbed!

Dear Celinel08x,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. The games in the casino are programmed to continue even when the connection between the server of the game provider and you is disconnected. If such an event happens, you can see a different result on your screen than on the casino server. If two different results exist, the correct one is the one on the casino server.

Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that you only experienced this once with one specific game?
• Do you happen to have a video recording or screenshots showing this incident?
• Has this bet and its result been recorded in your game history?

Thank you very much in advance for your reply.

Best regards,

Kristina

Yes it was only on lord of the keys, no it's not on my game history BUT if you look at the amount I deposited and then my gaming history it does not add up as none of my spins on lord of the keys recorded, no I don't have any screenshots but as I said on my gaming history and the amount I deposited doesn't amount to my balance.

I spent the majority of my balance on this game and none of it is on my history but my balance is now 0

Thank you very much for your reply, Celinel08x. Could you please forward me the game history?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Thank you in advance.

I have emailed

I apologize, but if all these bets haven't been recorded in your game history and the casino refunded the bet amounts, there is nothing we can do.

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 according to their game history, but the winnings were not credited to their account. In your case, the evidence provided does not meet this threshold.

For 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,

Kristina

Casino.Guru