Casino Plus - Player disputes casino's claim on his winnings.

I have my Transaction ID (TID) and Round ID this are immutable data identifiers generated by the software server. They cannot be altered, deleted, or detached from the event they record without corrupting the system's entire database registry. The existence of these IDs conclusively proves that the specific spin occurred, was registered by the server, and resulted in the visual jackpot displayed to my screen,they say no win but the round id Pragmatic Play is scrub to the ledger provided by casino

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Dear Batousai,

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 provider's 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

Thanks for your patience.

I went over the information shared via email.

Kindly send me the response you received from the casino regarding the investigation or justification for not crediting the winnings.

Thanks in advance for your reply.

Thanks for your patience.

You wrote:

they say no win

Kindly send me the communication with the casino when you contacted them regarding the issue.

Send the communication to my email at tomas@casino.guru

Dear Batousai,

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.

Thanks for your reply.

We’re sorry, but we are unable to assist you with your request. Due to the amount of time that has passed since the incident you described—more than six months ago—we are no longer able to investigate the matter effectively. Our policy does not allow us to pursue cases that are considered "cold cases," as collecting evidence and reconstructing an accurate timeline becomes too difficult after such a period.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.