The player from Germany reported that his winnings from free spins on Danger High Voltage were deleted after the spins ended. He did not receive assistance from customer support despite providing screenshots. The Complaints Team attempted to assist by requesting the player's game history in Excel format and extending the response time, but the player did not respond to the team's inquiries. As a result, the complaint was rejected due to a lack of further communication from the player.
RoboCat Casino - Player's winnings have been confiscated.
Closed
Our verdict
Player stopped responding
Amount: €280
RoboCat Casino
Safety Index:Above averageCase summary
Discussion
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8 months ago
Translation
Good day,
I won during the free spins on Danger High Voltage. After the free spins ended, the winnings were deleted, and the chat isn't helping me. Support isn't responding. Here are the screenshots. I'm asking for help.
Thanks
Markus C.
Edited by a Casino Guru admin
Automatic translation:
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8 months ago
Dear Betnan77,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history in Excel format to [email protected]? Please advise the exact time of 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,
Dominika
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7 months ago
Translation
I wrote to them by email.
Thank you very much.
Automatic translation:
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7 months ago
Dear Betnan77, kindly request the game history in Excel format from the casino and forward it to my email address.
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7 months ago
Translation
I requested this via email from support.
Haven't received any response from the casino yet.
Automatic translation:
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7 months ago
Dear Betnan77, could you please confirm whether you have received the game history from the casino?
If not, would you be able to forward the email request you sent to the casino to my email at [email protected]?
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7 months ago
Translation
Unfortunately, I haven't received anything yet.
The casino is deliberately delaying the whole thing. I'm disappointed that you're giving this casino such a high rating.
I will be happy to forward the request to you.
greeting
Markus
Automatic translation:
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7 months ago
Dear Betnan77, kindly send them a message requesting the full game history in Excel format, and be sure to mention that it should clearly show the free spins rounds and any winnings associated with it. This information is crucial for us to be able to investigate your case properly.
Once you have this, feel free to forward it to me at [email protected].
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7 months ago
Dear Betnan77, would you be able to forward the new request you sent to the casino to my email at [email protected]?
