Dime Sweeps Casino - Player's winnings haven't been credited.

This isn't about a withdraw, but seemed to me the closest to my issue. Back on Feb 28 I hit for $225 on Keno and it didn't automatically get credited to my wallet balance so I been talking to support since the issue happened, but keep getting the run around. Instead of abiding by their terms, they don't want to credit me my winnings, instead they said they will ask the game provider to pay me my winnings that I won on their site not the providers. I've talked to support via live support chat and also via telegram live support and never got any real help the only thing the say is they'll check on it and sometimes they'll respond back just saying there's no update on my issue. They don't even like replying to me.

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Dear Swiley740,

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?
• Have these winnings been recorded in your game history?
• Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here.

Thank you very much in advance for your reply.

Best regards,

Kristina

I am going to upload all of the screenshots through the email address you provided because there are a ton of screenshots between talking to them on telegram and talking to them on live support both and because of how long it's been there's a lot that you will have to look at and go through. I'm sorry there's going to be so many of them but I've been trying they promised me my winnings and then they blame it on the provider and then they just keep blowing me off and giving me the runaround so there's quite a lot I apologize in advance

Also, yes only with that keno game is the only one I had any problems with. I gamble at several different places and have been for years and never had any issues aside from needing a VPN on some and the occasional slow redemption, but that's to be expected. They're designed to not have these problems and if it does it's usually always due to a website flaw or error/glitch not the game creator/provider or else every place that's uses that provider would be having problems and more often if the game has a bad string of code for that particular play....

Here's the telegram username in case it would help. @Alexdimesweeps

Any update on my issue?

Dear Swiley740,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello Swiley740, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the Keno winnings. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Dime Sweeps Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s winnings were not credited? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Whatever you got to do is fine. I'm not sure why my winnings were not credited, that's why I came here because they wasn't credited and wouldn't be of any further help as to my issue

Dear Swiley740, the casino has responded to my e-mail with the following:

We have reviewed the account associated with Player ID Swiley740, and there is currently no pending or past redemption request on the account related to the $225 amount referenced, so there is no redemption request for us to process.

Additionally, Jungle Keno is not a game that counts towards playthrough. Per the DimeSweeps Sweepstakes Rules, only slots contribute toward playthrough requirements, and our review shows the player balance has been fully played through.

Based on our review, we have not identified an unpaid winnings balance related to this matter.

I have a feeling that is not addressing your issue at all. Please correct me if I am wrong, but from my understanding your issue is that you have played Jungle Keno by Caleta, won 225 and the amount has not been credited to your balance. You have not tried to redeem the money, just wanted them to be added to your game balance.

I will respond to the support staff and will ask to check your gameplay history, hopefully this time we can get the information we need. I'll post an update as soon as I hear back from the casino.

You are 100% correct that did not address my issue at all

We tried to find it in the gameplay history but the way their history tracks process we could not figure out where it was at and since it did not credit to my balance it's not in the history

Dear Swiley740, seems like my second message has been worded much better, as this time the casino staff has addressed the issue at hand.

They have requested the game provider to check the round in question, however the response has been that everything is in order, there were no errors and the game concluded successfully. Which basically means all is well and not much will be done about it.

However, the casino representative confirmed, that if you wish, they can provide you with an extra "unlucky" bonus just for you, as well as a significant boost to your next purchase, to make up for this whole situation. There were no more specifics mentioned regarding the bonuses.

Please, let me know if you will be satisfied with this solution and whether you agree to receive said bonus and boost, and I will let the casino staff know. Thank you.