Slotbox Casino - Player requests a refund for winnings.

I have made over 2000€ deposits and I am not winning, exactly today I was playing on "The Golden Mummy" and I got 3 free respins from the respins I won 16,50€ and then it returned to the game and my balance was 0,29€ and now they won’t even give me that 16,50€ so I want a full refund!

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Dear Anita2025,

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 katarina.d@casino.guru?

Have you stopped playing right after the incident? Meanwhile, please check our article explaining "How slot machines are programmed"

ttps://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,

Katarina

I replied in email I sent all of the evidence I have.

Dear Anita2025,

thank you for your email.

Could you please forward the email from support that contains the explanation of the round in question? My email address is katarina.d@casino.guru. The screenshot you have provided is unfortunately missing some information.

Looking forward to your reply,

Katarina

I already sent everything

Dear Anita2025,

thank you for your reply.

I have reviewed the evidence you kindly provided once again. Unfortunately, the screenshots of your communication with the live chat are not sufficient for our discussion with the casino. We need stronger evidence that clearly shows the spin where the winnings were not correctly added. Without any screenshot, video recording, or game history, I’m concerned that our chances of successful mediation are very limited. I’m sorry to be the bearer of bad news.

However, if you feel that this resolution is not satisfactory, I recommend contacting the Curaçao Gaming Control Board, where you can present your case. The licensing authority has stronger tools and greater authority over the casino and may be able to assist you more effectively. You can submit your complaint by emailing complaints@cga.cw. You may also refer to our article on how to file a complaint with the regulator for further guidance.

This complaint will now be closed.

All the best,

Katarina