Richard Casino - Player disputes incorrect winning calculation.

I am filing this complaint regarding what I believe is an incorrectly calculated winning round in a BGaming free-spins feature at Richard Casino.

On September 5, 2026, I deposited approximately $43 CAD of my own money. I did not claim, accept, or use any bonus. I began playing with my real-money balance and triggered the free-spins feature.

During the feature, I noticed a serious discrepancy between the multiplier displayed by the game and the amount actually credited for the winning spin.

The way this feature operates is important. When the Viking character activates a multiplier, that multiplier applies to the accumulated win and then carries forward into subsequent activated multiplier events. I have screenshots documenting the progression of the feature and the multipliers displayed.

Earlier in the same feature, an activated x203 multiplier resulted in a win of approximately $1,500. Later, the displayed multiplier had increased to x213. Based on the visible game state, the accumulated win and the mechanics I had just observed during the same bonus feature, the amount subsequently credited did not appear mathematically consistent with what was displayed.

I noticed the discrepancy immediately and reported it to Richard Casino.

Richard Casino later responded that its technical team contacted the game provider and reviewed the winning round. I was told:

"According to the provider’s logs, the winnings from this round were calculated correctly."

However, neither Richard Casino nor BGaming has provided the actual calculation demonstrating that the payout was correct.

I specifically requested the game round ID, the base winning amount before application of the multiplier, the multiplier actually applied to the disputed winning spin, the final amount credited, and the mathematical calculation showing how that final amount was reached.

I also requested an explanation of the x213 multiplier visible during the feature and precisely how it applied, or did not apply, to the disputed winning spin.

None of that information has been provided to me.

My complaint is therefore not based simply on being unhappy with the result of a game. I am disputing a specific apparent inconsistency between the game state and multiplier displayed on screen and the amount actually credited.

I have screenshots from the feature documenting what was displayed and correspondence showing that Richard Casino says BGaming reviewed its logs.

I am asking Casino Guru to obtain and independently review the underlying game-round information from Richard Casino and/or BGaming, including the base win, applicable multiplier, multiplier progression, final credited win and mathematical calculation of the disputed round.

If the game-round data establishes that the displayed multiplier or winning amount was not correctly applied, I am requesting that the full amount of winnings that should have resulted from the round be credited to me as real, withdrawable funds.

I am happy to provide all screenshots and correspondence I have documenting the feature and Richard Casino’s response.

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Hello,

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

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

• Could you please explain in more detail what information we should focus on when reviewing the evidence you provided?
• From my understanding, the multiplier is the amount you won from said round of the ongoing feature divided by the bet amount (0,40 CAD)
• If there is any additional evidence that would allow us to confront the casino, kindly share it with me at tomas@casino.guru

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

I have emailed you Tomas

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

Unfortunately, we are unable to build our case based on the unusual way a multiplier in the background is displayed. Please let me know if there is anything else we should consider regarding your complaint.

Hi Tomas,

I also want to address the way this complaint is currently being handled, because I do not feel that the seriousness of the matter is being reflected in the response I received.

This complaint concerns what I believe may be thousands of dollars in incorrectly calculated or missing winnings. I am not raising a minor customer service issue. I am asking for a legitimate gaming transaction to be properly investigated and verified.

It took more than 48 hours, and effectively several days, for me to receive a response that essentially says Casino Guru cannot build a case because of how the multiplier appears visually on the screen. Respectfully, I do not find that response adequate given the amount of money involved or the information I have already provided.

I understand that investigations can take time. What I do not understand is waiting several days only to receive a brief response that appears to dismiss the complaint without addressing the actual underlying issue or requesting the evidence necessary to properly analyze it.

I am not asking Casino Guru to determine the correct payout solely from the way the multiplier appears in the background. The screenshot is supporting evidence. The actual issue is whether the game round was calculated and settled correctly according to BGaming’s game mechanics.

That can be objectively verified through the server-side gaming records, including the round ID, wager amount, free-spin results, active multiplier, win calculation, and final settlement amount.

I also previously explained that a lower multiplier, approximately x203, resulted in a payout of around $1,500, which is one of the reasons the later x213 result immediately appeared inconsistent to me.

If Richard Casino maintains that the payout was correct, then there should be a complete game record and mathematical calculation demonstrating exactly how that result was reached. BGaming should also be capable of confirming how the round was calculated.

I am therefore asking that this complaint be treated seriously and actually investigated rather than dismissed based on the visual presentation of the multiplier. Please request the relevant game logs and calculation from the casino and/or provider and review those records before reaching a conclusion.

I would also appreciate reasonably timely communication moving forward. Waiting several days for a response that does not meaningfully address the substance of the complaint is frustrating and does not feel particularly respectful or professional, especially when the potential financial loss is substantial.

Thank you! ☺️

Thanks for your reply.

We can only confront the casino with evidence that there was a discrepancy in the credited winnings. The suggestion that the multiplier displayed in-game was wrong is not sufficient to conclude the winnings credited were incorrect. I went over the screenshots and communication you provided several times but could not conclude that the complaint further.

Please note that, according to the rules of the game (found here: https://bgaming.com/games/gemhalla-xtreme)

Multiplier symbol has a random value from 2x to 1000x and can drop both in the main game and in the Free Spins round. A multiplier symbol is applied to the spin's total win. If several Multiplier symbols drop in a single spin, their values are summed up.

That means the multiplier will multiply the winnings of each subsequent win. The potential to win gets bigger as the rounds and the multiplier increase during the feature course, but the total win from the round still depends on the result of the game board of that particular spin. In a particular spin, the game board result will be multiplied by the multiplier. In spins where the game board results in zero win, your total win will stay the same, but the multiplier can still increase. The multiplier you focus on and your total winnings can't be directly related to each other, and the mismatch in evolution of one can't be seen as a discrepancy.

Since no evidence was provided that you are eligible for an extra 2000 CAD in winnings, the complaint can't continue and will be rejected. I hope that clarifies our position on the matter.

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.