Igo.bet Casino - Player's winnings are uncredited due to technical error.

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Hello,

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

Dear Abraham12345678,

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.

Thank you for your response.

In order for me to properly asses the issue, could you please share your game history in a format other than forwarded screenshots? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period.

Thank you in advance for your reply.

Thank you for the additional screenshot.

To properly assess your complaint, we will still need your complete game history in Excel format covering the relevant period. Please request it directly from the casino and forward it to us once you receive it.

Also, if you have had any additional communication with the casino's customer support regarding this issue, please forward that as well.

Thank you in advance.

​"I contacted Igo.bet support again today, and they once again told me to 'wait for an update,' just as they have been doing since June 11th. They are not providing any resolution or the data you requested.

​I am now sending a formal, final request to their support email for the raw game history in Excel format, as you instructed. If they fail to provide this to me within 48 hours I will inform you immediately so you can note their continued lack of cooperation in this investigation."

I have sent a formal request to Igo.bet support for the raw game history in Excel format, as requested. It has been 5 days, and they have provided no data and no substantive update. I am documenting this lack of cooperation and request that you take this into account for the complaint evaluation."

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your reply.

I have carefully reviewed all the information you have provided throughout the complaint. Unfortunately, despite your detailed description of the incident, we have not received sufficient objective evidence to demonstrate that the €10,000 win occurred.

In particular, we have not received the complete game history covering the relevant period, nor any video recording or other verifiable evidence of the alleged game malfunction. While you explained that you requested the game history from the casino and did not receive it, without such evidence it would be extremely difficult for us to challenge the casino's records or substantiate your claim.

For these reasons, we are unable to continue pursuing this complaint, and we will now proceed to reject it due to insufficient evidence.

Should you later come into possession of verifiable evidence—such as your complete game history, a provider report, or other objective documentation supporting your claim—please feel free to contact us again. We will be happy to reopen the complaint and review the new information.

Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular case. Please remember that you are always welcome to contact us again if you encounter any issues with this or any other casino in the future.

Best regards,

Attila