Bitguruz Casino - Player's winnings are delayed due to review.

User428298952 is my username

I won $5,000 on one of their slots.

I got three diamonds which is a jackpot of 2500x of my bet which was 2$ so i should have won $5,000

I took a screenshot to prove it

Their support is telling me that the technical team is reviewing it.

I am scared they wont give me my money which is rightfully mine!!! Crazy!!!

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Dear AshamedJaguar194,

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 game provider's 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?
• Could you please advise if this bet and its result have been recorded in your game history? Please post a screenshot here.

Additionally, please forward all the relevant communication between you and the casino to tomas@casino.guru. Alternatively, you can post screenshots here.

Thank you very much in advance for your reply.

Best regards,

Tomas

Yes i only experienced this once. I clearly won look at my screenshot

Thanks for the clarification.

Have you received any news from the casino regarding the investigation of your gameplay? Has the casino credited the winnings to you?

If not, is the win recorded anywhere in your game history? Would you be able to share the relevant records with me?

Looking forward to your reply.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear AshamedJaguar194,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas