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I was playing roulette , I had about 35 pound in bets ….it tuck my bet I had 7 pound on number 17 plus 1 pound in each corner plus 50 p surrounding 17 . I don’t no the exact amount but around 15 pound in total on number 17 ….wheel spun landed on 17 I was really happy then no winning amount came up , just a message saying bet was void ? I was reimbursed my bet but how is this fair my bet was placed before wheel was spun accepted my bet then refused to pay my winnings. I spoke with Live chat but not really helpful as I was also logged off before I was able to get transaction number of the game . I logged back in and Live chat had ended so nobody has helped …I’m so disappointed I’m not able to void a bet when I loose so why is it allowed to void a bet when I win …No explaination nothing , I’d understand if I was late placing bet but I wasn’t and it accepted bet deducted from my balance so why not pay me my winnings. Thanks for any help you can offer .

Dear Sheila,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history along with any relevant communication to petronela.k@casino.guru?

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.

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.

However, if your placed bet has been returned back to your active balance, I'm afraid there is not much we can do for you.

Thank you in advance for your understanding.

Best regards,

Petronela

Thank you, Sheila, for your email. Could you please advise if your placed bets have been returned to your active balance after being rejected/voided?

Dear Sheila,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.