SunBet Casino - Player's winnings are not credited due to an error.

12 SUPER HOT DIAMONDS EXTREME:

ERROR DURING BONUS FEATURE

. I was playing this game on SunBet and after a few spins I actually hit a bonus feature. I chose to play the super hot diamonds feature hold and spin. Everything went fine and I got about 9 symbols wit 1 spin left to go and the all of a sudden the game showed ERROR..When I refreshed the game it showed another ERROR saying "waiting for account manager to confirm last wager". . There was already at R400 and the in game history shows total win was R400 but I didn't receive in my balance. Really disappointed with this. No response from Sunbet after reporting issues twice to costumer support. Got an email saying the issue was resolved and I can resume play from where it was left. After clearing cookies as instructed in email the game did go in but my bonus was done and no winnings were received. What can I do?

Dear RedGemini, 

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve encountered.

Please note that games in online casinos are programmed to continue running even if the connection between your device and the game provider’s server is interrupted. In such cases, the result displayed on your screen might differ from the one registered on the server. However, if two different outcomes exist, the valid result is always the one recorded on the casino’s server.

To better understand the situation and assist you further, could you please answer the following questions?

• Do I understand correctly that this issue occurred only once and with one specific game?
• Do you have any video recordings or screenshots of the incident?
• Has this particular bet and its result appeared in your game history?

Thank you very much in advance for your reply.

Best regards,

Veronika

Hi VeroniKa.

Thanks for reviewing my complaint and the quick response

This is a screenshot I took when the error occured. I don't have any video of the play.

To answer your question about it being the first time and only on this slot, yes this is the first time and the first time I tried playing.on this providers game.(Wizard).

There is record of the bonus game in the slot games history itself.

Strangely there is no history in my slot games history for that day however after long searches I came across record of my ply in the betslips menu.

Do you have any history or screenshots showing how your balance changed during your gameplay?

If you believe that the R400 in winnings was not credited to your account, we will need some form of evidence to proceed with the investigation.

Not sure if that will help. But my sunbet slot history for that period of play is not available. . It stops on the 09/06/2025 for some reason. Then I did find play evidence in the betslip history which is strange but id doesn't show any info about bonus round or winning spins. I'll have to check again to see.

Please request the casino to send you your gameplay history in Excel format, starting on 11 June when the error occurred, and then forward it to me at veronika.f@casino.guru. Thank you for your cooperation.

Dear RedGemini,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.