Drake Casino - Player’s winnings disappeared after game disconnection.

Hello,

I was just playing joker city slot on drake casino,

Betting 15$ per spin and got the freespins inthe game.

After the first spin in the freespins i won 6$ after that it was just loading until the connection was lost and i got kicked out from the game.

I checked my internet connection and it was nothing wrong as i entered other websites without any issues.

Then i reloaded the game 2 times till i could enter it again but then my freespins were gone and i had only won 6$ in total from taht first freespins.

I contacted support and they said i had won 3$ three times and then 12$ one time which i can not even find in my gaming transaction history.

I can only see the win from the first spin in the freespins of 6$.

I asked for a replay video or picture of my last spins but they say they dont have this.

This is very strange to get kicked out from a slot game while having freespins betting 15$ per spin to then return and they tell you you won basicly nothing.

i will send you printscreens of both my gaimng transaction history and the chat with the support.

If what they say is true why can i not see the winnings in my transaction history and only the win of 6$ that i got on my first spin in the freespins.

Thank you in advance

Dear Teruel90,

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

• Could you please forward the supporting evidence to my email at tomas@casino.guru?
• Could you please specify how much is the discrepancy between the result of the game round described by the support and your gaming history?
• Did the casino support acknowledge your casino balance would be adjusted according to the results they presented?

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.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Okey i will attach all screenshots in the given email above.

I saw only 1spin out of 8 in the freespins and on that spin i won 6$.

Which is registered on my gaming transaction and you can also see it in one of the images i will attach in the email.

They claim i won 3$ 3$ 3$ and 12$ in total on the freespins even though i bet 15$ per spin.

And there is no such wins on my gaming transaction.

Thanks for your email.

If the bet amount was 15 $ and free spins resulted in the win amounting to 21$(3+3+3+12), it's plausible this would be recorded as a net win of 6$.

Please let me know if there is any other information, otherwise we'll close the complaint.

it might be,

but what happened to the rest of the spins then?

did i not win anything on the rest of the 7 freespins i could not see?

Is there not any information on this from the game provider or the casino dont have any data to show?

And also as mentioned earlier,

The first and only spin i saw out of the 8 freespins given was a win of 6$

Thanks for the reply

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.

Player presses the spin button in a slots game in his browser.

Game sends a "spin" message to the server of the game provider.

Server of the game provider calculates the required bet. Server of the game provider asks the casino to deduct the amount of money required for the spin.

Server of the casino confirms.

Server of the game provider requests a random number from the RNG.

RNG replies with a fair random number.

Server of the game provider uses the random number to spin virtual reels and calculates the outcome of the game round.

Server of the game provider asks the server of the casino to add winnings to the player’s account.

Server of the casino adds the win and confirms.

The outcome of the round is returned to the game which runs in the player’s browser.

The outcome of the round is animated and displayed to the player.

Without information contradicting the game provider's investigation we are powerless in contradicting these conclusions. Losing game rounds might also have been simply omitted from the list and only winnings rounds were mentioned. From our point of view, the results of the game rounds are accounted for in a way that is sufficient after the casino's explanation. We are unable to hold the casino accountable to any greater degree and the complaint will be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Tomas

Casino.Guru