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I have had two instances where I won a significant amount and it wasn't credited to my account. The first time, I thought it might have been an error on my part, but the second time, my winnings of 680 euros were not credited.

Following this, I contacted support to find out where I could view the records of my individual bets. I received no response, and in fact, they completely stopped responding to me. I then contacted support via email and again received no reply. I even have a video of the correspondence, which shows that the support is just pretending to be ignorant.

Today, I received an empty email with no response, and now the casino is no longer reachable for me.

Ich habe 2x einen hohen Gewinn erzielt welcher mir nicht verbucht wurde, beim ersten mal dachte ich das es ein Fehler meinerseits war, beim 2ten wurde mein Gewinn (680 Euro) nicht gutgeschrieben.

Daraufhin habe ich den Support angeschrieben und wollte wissen wo ich den Nachweis meiner einzelnen Wetten ansehen kann, ich bekam keine Antwort, im Gegenteil hat man mir gar nicht mehr geantwortet. Daraufhin habe ich den Support per Mail kontaktiert, keine Antwort. Ich habe auch ein Video des Schriftverkehrs aus dem herauszulesen ist das sich der Support einfach nur dumm stellt.

Heute bekam ich eine leere Mail ohne Antwort und das Casino ist für mich nicht mehr erreichbar

Hello ifk8020,

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.

Best regards,

Nick

---------- Forwarded message ---------

From: IFK Steinb**** < ifk8020@gmail.com >

Date: Fri, Nov 1, 2024 at 9:45 p.m

Subject: need support

To:

I have attached the time and date as well as the recipient and sender. I have forwarded everything else. Thanks for your help!

---------- Forwarded message ---------

Von: IFK Steinb**** <ifk8020@gmail.com>

Date: Fr., 1. Nov. 2024 um 21:45 Uhr

Subject: need support

To: <Support@luckybay.io>

Anbei die Angabe zur Zeit und Datum sowie Empfänger und Absender, alles weitere habe ich weitergeschickt, danke für die Hilfe !

Hello ifk8020,

Thank you for providing the email. However, please note that a live chat conversation alone cannot be considered relevant evidence in this case.

Could you please forward your betting history, as requested earlier? Without visible proof of an uncredited bet in your betting history, we are unable to proceed further. If a bet does not appear in the history tab, it is considered not to have occurred.

Thank you for your cooperation.

Best regards,

Nick

I don't have any betting history! I started this conversation with support so that I could check it!

Ich habe keinen Wettverlauf ! Ich habe dieses Gespräch mit dem SUpport begonnen um eben diesen kontrollieren zu können !

Dear ifk8020,

Unfortunately, we cannot simply request the casino to provide the history without prior evidence. At the moment, we are unable to access the website as well.

Until you are able to provide evidence from them or your casino history tab (if available), we will unfortunately be forced to close the complaint.

Please feel free to request a reopening or contact me at nikolas.b@casino.guru once you have proof of your statement.

Best regards,

Nick