Imperial Wins Casino - Player reports manipulation of game software.

I am reporting a systemic failure and manipulation of the game software. I have documented video evidence showing clear discrepancies between game outcomes and account balances, indicating unfair software 

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Imperial Wins Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in?
• Which games have you played?
• Has there been any bonus balance active on your player's account at the time of the incident?
• Send evidence of your claims to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

To: Casino Guru / Compliance Team

I am formally escalating my dispute regarding the 360 BHD balance currently inaccessible on ImperialWins (Case ID: 216612).

The issue is not a matter of "luck" or "normal gameplay." As evidenced by the screenshots previously uploaded to this case file (error code: S1200MXGBBV25), the platform’s software is experiencing recurring, systemic failures specifically preventing me from accessing the game where I have demonstrated winning potential.

New Critical Evidence - Real-Time Technical Proof:

I have just recorded a real-time video demonstrating a clear case of Selective Blocking targeting my account.

The Evidence: The attached video/link [ضع رابط الفيديو هنا] shows that I can successfully access and play multiple other games from the same provider (PG Soft) without any issues.

The Discrepancy: Immediately following those successful sessions, I attempted to open my preferred game, only to be met with the persistent error code: S1200MXGBBV25.

Conclusion for Investigation:

This video provides undeniable proof that the issue is not a general server failure, nor is it a connection issue on my end. The platform is intentionally restricting my access to a specific game where I am profitable, while keeping the rest of the site functional. This constitutes Discriminatory Account Management and is a clear violation of fair gaming practices.

My Demands:

1. Technical Audit: I request an immediate, independent audit of the server logs for my account during the timestamps when these specific errors occurred.

2. RNG Verification: I demand proof that the Random Number Generator (RNG) is operating within fair parameters and that no manual override is restricting my account access.

3. Formal Explanation: I expect a professional, technical response regarding why the S1200MXGBBV25 error code specifically targets my profitable sessions.

I am treating this as a serious case of software manipulation. If this dispute is closed without a thorough technical investigation of this selective restriction, I will proceed to submit this entire dossier—including all chat transcripts, server error logs, and the video evidence—to the Curaçao Gaming Control Board and other relevant regulatory bodies.

I await your immediate action on this matter.

Regards,

Sayed ****

I sent you the video record on your email

Subject: FINAL NOTICE: Deliberate Ignorance of Evidence and Escalation Warning

To: Tomas (Casino Guru) / Compliance Department

I am following up on my previous communication, to which you have deliberately chosen not to respond. Let me be unequivocally clear: your silence is not a strategy; it is an admission of complicity.

You are currently in possession of clear, documented evidence regarding the manipulation and seizure of my funds (360 BHD from ImperialWins and the ongoing Betlix dispute). By ignoring this evidence and refusing to engage, you are not acting as a neutral mediator or compliance officer; you are actively facilitating systematic theft.

Do not mistake my professional background for naivety. I am fully aware that you are attempting to "wait me out" to protect the platform. This approach ends now.

Consider this a final notice:

1. Your refusal to address the facts is being documented as part of my formal complaint to the relevant licensing authorities.

2. Any further attempt to treat this as a "dispute" rather than "fraud" will be highlighted as evidence of your platform’s bias and internal corruption.

3. You are currently pushing this matter to a level of legal and regulatory scrutiny that your platform is not prepared to handle. If you believe you can dismiss this by "playing dumb," you are making a grave error in judgment.

I am not asking for a template response; I am demanding an acknowledgment of the evidence you have in your possession. If I do not receive a substantive, professional investigation report within [insert reasonable time, e.g., 48 hours], I will proceed with the escalation to the licensing authorities, naming you and your department for deliberate negligence and obstruction of justice.

The ball is in your court. Do not underestimate my resolve.

Regards,

Sayed ****

Dear sayed84,

Thank you for your patience. We currently have hundreds of active complaints, and we strive to reply as soon as possible within the allotted time of 7 days.

From your description of events, there is accumulated value in the game you are attempting to launch. Is there any evidence of the 360 BHD being accumulated in-game?

You wrote:

I have documented video evidence showing clear discrepancies between game outcomes and account balances, indicating unfair software

Could you please provide context regarding this accusation? From the screenshots and the video you provided, I couldn't reach the same conclusion as you. Please let me know what we should focus on when it comes to the records you provided.

Looking forward to your reply.

Dear Thomas,

I must be extremely precise to avoid any further misunderstanding. My complaint is not about "in-game accumulated value"; it is about a targeted, fraudulent restriction of my account.

 Total Investment: The 360 BHD figure represents my total personal deposits, documented in image_11.png, image_22.png, image_23.png, image_24.png, image_25.png, image_26.png, and image_27.png.

 Targeted Manipulation: You are fully aware that "Ways of Qilin" is my favorite game. I had been winning consistently, and the platform actively interfered with my sessions to stop those wins.

 Active Balance Block: Contrary to what you might assume, the block did not happen only after my funds were exhausted. When the platform blocked "Ways of Qilin," I still had a significant active balance of approximately $60 to $70 USD. They intentionally blocked the game while I still had these funds in my account, specifically to prevent me from continuing to play and winning further.

 Visual Proof of Targeting: My video evidence proves that all other games on your platform were working perfectly, while "Ways of Qilin" was selectively blocked. This confirms a deliberate, targeted restriction of my account.

 Demand for Restitution: Because of this unfair software manipulation, I am officially demanding a full refund of my 360 BHD deposit, plus additional compensation for the systematic fraud, the targeted blocking, and the denial of access to my active balance.

Your platform manipulated the game engine to prevent me from recovering my funds. I expect a prompt and serious resolution to this matter.

Best regards,

Proof of Continued Blocking: Please note that the video I provided is only a portion of the documentation, recorded the day after the incident to show that the issue was persistent. This video clearly shows that even 24 hours later, "Ways of Qilin" remained blocked while all other games on your platform were working perfectly. This confirms that this was not a temporary technical glitch, but a deliberate, targeted, and persistent restriction of my specific user account.

Thanks for your patience and for sharing your point of view.

The fact that you can't access a game in a casino isn't sufficient reason for us to ask the casino to refund the money you deposited and spent. The fact that the game worked and later didn't isn't evidence of fraud from our perspective, only of an inconvenience. We also don't pursue any compensation outside of the withdrawable balance. Since you confirmed the issue is outside of any accumulated value in-game, there is little we can accomplish. If you don't trust the casino going forward due to them not allowing you to access one particular game, I recommend you play elsewhere where this game is available to you. Since we can't ask the casino to refund you for the reasons already outlined, we have no choice but to reject your complaint as unjustified.

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.