Exclusive Casino - Player has experienced technical glitch while playing slots.

I was rolling nickels max bet $0.15 a spin I hit RED 7 White 7 & Blue 7s I was so excited that was 10,000xs $0.15 $150 awesome as soon as I hit the SYSTEM logged me I log back in to see that no win has been awarded I'm thinking noi worries they fix it.. I contacted customer service told them what happend. They told me I hit RED, RED,RED I am like yeah $750 happy happy. Well they then after about a half hour waiting told me I hit RED RED WHITE.. I spent over 2 weeks calling emails. They refused to pay they refused showing me my play history.. Another thing they did to rip me off was they over charged me on my deposit around 20% more then what was agreed to be paid. If you tell me I'm going to pay one price don't chaarge me something different and if you do get ready for a fight. It's not ok

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please advise if you have any relevant proofs (such as screenshots or video) showing the winning combination? I’m sorry but I don’t understand fully what the actual combination has been, RED RED RED or RED WHITE BLUE?  

Please forward any relevant communication together with your game history (if your account is still accessible) to petronela.k@casino.guru. I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

So I was unable to get a screen shot of my play and I've been waiting for I guess over a month now for them to send me my plat history it was convently not avaible to me. in the photo I attached was a screen shot of my convo with customer with the pay table. I asked the Customer service rep what I hit Red, red, red means I hit Red7, Red7,Red7 which according to the pay table is 5000 coins I was rolling at 3 coins 5cents I shpould have been paid out $750 the only proof I have is the screen shot of them telling me I hit Red,redf,red. They never supplied my game history I spent close to 8hrs in chats phone calls and emails trying to resolve the issue I was told they woiuld get back to me which they never did. I've paid them I beleive it was around $700 in deposits which they over chared me $100 I asked to be refunded ans they refunded the over chaged as a "free chip" with a 35xtimes play through.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello DonPickles.

Unfortunatelly, proving something like this is a problematic. Generally in some certain situation you might see a different result as is on game provider side. (mostly it's caused by disconnection during a game round) In such a situations the results on game provider server is the correct one.

In order to help you, we need to know the result from the game provider.

I would like to invite the casino representative into the discussion.

Could you please check the DonPickles history and find the mentioned game round?

Hi, 

Hope you are doing great!

We studied your case and found that the real combination in the game was red7, red7, white7 and account manager informed you about it. So everything was paid correctly.

Feel free to contact me if you have any question.

Dear DonPickles.

We checked all the evidence from the casino and based on their records the combination what you hit was red7, red7, white7. The screen with winning combination what you saw was probably because of disconnection from the casino. (after this combination you were inactive for a while)

During a disconnection the game round is finished on your device but the result is different from the one on the server - what is what probbaly happened in your case.

In such a cases the server side results are the correct one.

I am afraid that in this case the casino has right.

Because DonPickles didn't respond and because we explained what happened above, we are closing this complaint as "unjustified".