Drake Casino - Player's experiencing some issues.

I have been on a losing streak since I started at this casino. Nothing new, because I have experienced them before. My first couple deposits I did not use any bonuses because of high play through. These last 2 deposits, I did use a bonus to help me out. I didn’t deposit much because I have been on such a bad streak that I didn’t want to spend more than I had to. Well, with my bonus I started off with about 118 dollars. I was down to 74 real quick because I was betting 3 dollars a spin. I noticed the top row had 7x , cat, cat. I sat there for a minute and said naw. I just hit and it didn’t pay. I took a screenshot and thought maybe Im just wrong. So I spun again. This time it was bottom row owl, owl, owl. What just happened? I just hit twice and it didn’t pay. So I took another screenshot and I stopped playing. I spoke to live agent and he advised me to email since I couldn’t put screenshots on screen. I told him I would. So I sent emails. I told live agent I had sent two emails since the screenshots were too big to put on one email. I asked him was it ok to keep going with a different game of course and he said yes since I didn’t have anything pending. Well as you can imagine, it didn’t take me long to lose the rest of the 70 dollars. Well I check my email and I see an answer to my screenshots. Customer Service said they had to be all matching in a row to be a win. He said it wasn’t a win. I emailed him back and asked what pictures he was looking at because clearly it is three in a row. His next email was that it had been forwarded to the gaming department. My questions are, How long do I wait for an answer because when I have inquired about it, I have been brushed off. Also, how long has this been happening without me noticing? Is that why Im on a losing streak? So I got screenshots of both wins and I have screenshots of all my playing history to show that I have been losing a lot. Not sure if they go hand and hand but I would love to hear some good answers.

Hello JasonJ41583,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

Would you be so kind as to send me all the relevant communication between you and the casino together with any other supporting evidence, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Yes I will send you emails. It will be multiple ones because screenshots are big

Do you need any more info from me? Will be glad to show you everything I got.

Thank you very much for your reply, JasonJ41583. I am sorry, but if these combinations truly resulted in a win, the game provider would have a record of this and your winnings would be credited to your account. I am afraid that there is not much more we could do for you in this case. However, you can always try contacting the game provider, who should be able to provide you with further information.

Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to reject this complaint.

Wow! Okay! Don’t understand that but ok. I mean the pictures speak for themselves but if the game provider has never made a mistake before than I guess Im stuck. Reject it than whatever

You can always try contacting the game provider, they have more insight how each game works and what might cause this issue.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.