Rolling Slots Casino - Player's game bonus is not processed.

Hi I come here straight after issue that appears 7.03.2025 between 11:30 to 11:43 i played game named Pearl Bay mermaid kingdom by high5games provider.During game i been on bonus added from VIP manager max bet during bonusmax bet 50 i played that game and get bonuses from stake 8 to 50 finally I get bonus on 50 bet ,3 crowns on first 3 reels gave a 6 or 8 free spins.Game dosent qualify 3 scatter symbols on first 3 reels as a bonus game im really upset previously problems and im really behaved with casino previously errors or tactics i request a fair calculated win or total amount of every single deposit i made there..I really struggle to win there and when its something like this happen immediately i contact Support they said procedure moves but finally im on loosing position.

Dear Mariottii,

Thank you very much for submitting your complaint.

I’m sorry to hear about your experience with the Pearl Bay Mermaid Kingdom game and the issues you’ve encountered with the casino.

To clarify your concern, could you confirm whether your issue is about:

• A technical error in the game where the bonus round was not triggered or calculated properly?
• The Return to Player (RTP), meaning you feel the game has been unfair in how it distributes wins over time?

If the issue is related to wrong game round calculations (for example, missing bonuses or incorrect payouts), you would need to escalate this directly with the casino, as they are responsible for reporting technical problems to the game provider. Have you requested a game log from them to verify what happened?

If your concern is about RTP, it's important to know that RTP is calculated over a long period and across many players. It doesn’t guarantee specific results in a short session, which can sometimes make the game feel unfair.

Please share any screenshots or messages from the casino regarding this issue by forwarding them to petronela.k@casino.guru. This will help us understand what steps have already been taken and how we might assist.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

-I got 3 scatters symbol in reel 1 , 2 ,3 the bonus not been awarded after clicking on button symbols disapeers

- during my time and financial funds i used there houndreds of bonuses in many different games from stake 10 to 90 i might think that this casino uses tactics to reduce winnings inside special feature I catch 100 bonuses highest won its been 10 k where I put 90 000 overall.Games are setup to eat money and awake players to gain profit for exempel last time I have 5 800 on account I go to play game named fist of destruction i catch bonus on stake 50 nok I won 1000 after game just drops teasers on stake 20 straight to the bottom thats just small win compare funds that I used and of course limit of withdrawall showing off that this casino I just to play inside on small fees and low win.

Dear Mariottii,

Thank you for your response and for sharing more details about your experience.

If you would like to proceed with this complaint, could you please provide any supporting evidence related to the issue? This could include:

• A screenshot or video of the game round where the three scatter symbols appeared but the bonus was not awarded.
• Any communication with the casino regarding this issue.
• A game history log from the casino that shows the specific round in question.

Having these details will help us understand the situation better and determine the best way to proceed. If you haven’t already, you may also request a detailed game round report from the casino, as they are responsible for reporting technical issues to the game provider.

Looking forward to your response.

I skip when 3 crowns symbol drops on reel 1 , 2 , 3 by pushing button i been sure i go into bonus and its awarded. They mixed up with respinse I request email straight from provider they say once i get a bonus on 50 2 times and all session goes without issue I didnt get any bonus on 50 but I should to get it when crowns dropped bonus should be awarded

Hi Mariottii,

Thank you for your response and for sharing more details about your experience.

In order to proceed with your complaint and investigate this matter further, I will need answers to the following questions:

• Do you have a screenshot or video of the game round where the three scatter symbols appeared but the bonus was not awarded?
• Have you had any communication with the casino regarding this issue? If so, could you provide those details?
• Could you also provide a game history log from the casino that shows the specific round in question?
• Have you requested a detailed game round report from the casino? They should be able to provide this if there's a technical issue.

Without these answers, I won’t be able to proceed with the investigation or assist you further. Your cooperation in providing this information is crucial for us to work towards a resolution.

Dear Mariottii,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.