The player from Germany faced an issue with the Ghost Glyph game, where free spins were triggered but the game froze before they could start. After reloading, the spins did not trigger again, and support requested a screenshot that he did not take. The complaint was closed due to the player's lack of response and failure to provide supporting evidence necessary for further investigation. It was noted that the player could reopen the complaint if he chose to resume communication.
BillyBets Casino - Player reports game issue with free spins.
Closed
Our verdict
Player stopped responding
Amount: €1,000
BillyBets Casino
Safety Index:HighCase summary
Discussion
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2 months ago
Translation
In the game Ghost Glyph, free spins were triggered, but before they started, the game froze. After reloading the slot, the spin was repeated, but this time the free spins weren't triggered, and support is insisting on a screenshot, which I didn't take!
Automatic translation:
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2 months ago
Important notice:
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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 months ago
Dear slotslap69,
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 attila.g@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,
Attila
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2 months ago
Dear slotslap69,
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.
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2 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Attila
Casino.Guru
