The player from Germany is highly dissatisfied with the overall casino experience and believes casino offers fake games. We rejected the complaint because the player didn't respond to our messages and questions.
I have proof that there is cheating in this casino and the games are fake at least in playNgo go legacy of dead and book of dead I filmed it with another cell phone. In both games the 3rd book runs one too far on the last roller. At first I thought it was a coincidence, but after the 20th time in a row it's no longer a coincidence, it's manipulated.
Dear XxX1234,
Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.
If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.
Best regards,
Petronela
I have evidence that the slots are rigged and filmed it on my cell phone. I am happy to send it to you
If you believe that slot machines are set to have different RTP than you expected, please forward your entire game history to petronela.k@casino.guru. Please do not send any videos.
I can only send the videos that clearly show how they are rigged, but casino guru doesn't seem to care
Is not that we do not care but RTP can be properly investigated by checking the entire game history only. I hope you understand.
I'm not talking about the RTP but that the games are manipulated at playNgo
Please understand, XxX1234, that we do not have ways of investigating if games are genuine or fake. If you wish to file an official complaint, please contact the casino's Licensing Authority as they have better resources to check into it thoroughly.
Please let me know if you need any assistance when filing the official complaint.
I sent you the link for the Licensing Authority in my previous reply. This is what the form looks like:
It's quite simple. Could you please advise when you complete it?