The player from United Kingdom has experienced a technical problem while playing specific slot machine. He believes that the winnings were not counted correctly. We’ve rejected this complaint in our system due to a lack of evidence.
Cybercasino3077 - Player has experienced technical glitch while playing.
Amount: £17,000
Cybercasino3077
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
During my bonus round Cybercasino3077 on slot named 'Alice and the mad respin party'. I've got a wheel spin at the end of the bonus round and the wheel stopped at x100 but somehow I have won only 173£(amount from 20 collected coins before the wheel multiplied).
In my opinion, the slot did not multiply coins at all and the basic amount was paid. Don't have strong proof, just Spin Id from game history, so basically, only casino providers can sort this out.
Got an answer from casino support saying no error was detected.
Can we do anything about that or not enough evidence?
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Public
2 years ago
Dear Jacek,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward your game history along with any relevant communication to petronela.k@casino.guru? Please advise the exact date and 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,
Petronela
Public
Public
2 years ago
Thank you, Jacek, for the forwarded emails.
However, please understand, that it is very difficult for us to proceed with this case without supporting evidence. We would like to help you, but it’s impossible for us at this time. Please, if you come across any kind of proof, do not hesitate to contact us and we can reopen this complaint anytime.
I’m very sorry we couldn’t help you to resolve this case. I will now reject this complaint. Thank you for your understanding.
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