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While I was playing my bonus on the game Sword of Khans, suddenly, after winning 60€ at 0.20€, on the last spin I was kicked out and the entire bonus was cancelled, along with the money I had won disappearing.

καθως επαιζα το μπονους μου στο παιχνιδι sword of khans ξαφνικα μετα απο 60€ κερδη στο 0.20€ στο τελευταιο σπιν με πεταξε και ακυρωθηκε ολο το μπονους και εξαφανιστηκε οπως και τα χρηματα που ειχα κερδισει.

Dear latestmusiceverytime,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history in Excel format to nikolas.b@casino.guru? Please advise the exact time of the incident.

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.

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.

Looking forward to hearing from you. Thank you in advance for your understanding

I have photos of what happened to the spins that I returned one spin after 4 minutes without any spin being played by me, this shows I think I was in a bonus

εχω φωτογραφιες το τι εγινε με τα spins που μου εκανα επιστροφη το ενα spin μετα απο 4 λεπτα χωρις να εχει παιχτει καποιο spin απο εμενα αυτο δειχνει νομιζω πως ημουν σε bonus



Hello latestmusiceverytime,

According to the screenshot forwarded, there isn't any irregularity in the spin, it was simply canceled and returned to your balance. Also where did you win those 60€ as the history showing a different balance there?

sorry that this screenshot shows that it went back my bet shows that something has happened there. these are nowhere to be seen, neither in history nor in anything, because they were apparently deleted

συγνωμη το οτι δειχνει αυτο το στιγμιοτυπο οθονης οτι επεστρεψε πισω το πονταρισμα μου δειχνει οτι κατι εχει γινει εκει. δεν φαινονται πουθενα αυτα ουτε σε ιστορικο ουτε σε τιποτα γιατι τα εσβησαν προφανως

Dear latestmusiceverytime,

If the bet says "rollback" it means it was not accepted. You can check the links I provided above to check how to slots work and communicate with servers. Unfortunately, that is not the casino's fault as the technical issues may occur either at the player or the game provider. Basically, what the betting history says that happen.

Is there anything else we could assist you with?

Dear latestmusiceverytime,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.