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Dear k0di84,

Thank you very much for submitting your complaint and forwarding all the relevant screenshots. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history in Excel format to petronela.k@casino.guru?

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.

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

Best regards,

Petronela

Yes I'll do it. Can I download the game history myself as Excel or do I have to request it from support?

Ja das mache ich. Kann ich den Spielverlauf selbst als Excel herunterladen oder muss ich ihn beim Support einfordern?

This is Mr.Bet Support's answer to please hand me over the log files:

Das hier ist die Antwort von Mr.Bet Support zu der bitte mir die Logdateien auszuhändigen:

Thank you very much, k0di84, for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.

Thanks very much. And your colleague Peter will get in touch with me or how will it continue?

Vielen Dank. Und ihr Kollege Peter meldet sich hier dann bei mir oder wie läuft das weiter?

Hi k0di84,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Mr Bet Casino to the conversation to participate in the resolution of this complaint.

Gladly. That would be great. Perhaps the problem is then seen that it is not the game provider. You are doing a great job.

Gerne. Das wäre toll. Vielleicht wird das Problem dann gesehen das es nicht am Spielanbieter liegt. Sie machen einen super Job.

I would also like to say the following, should one of Mr Bet's responsible persons join in here.

I have been paying the customer in the 5-digit range for years. Status Minister. I've often left a lot of money where I've never emailed. Do you think I would be so stressful about 150 € now? No, certainly not if I had lost them under normal circumstances. But I haven't. I would just like to have my winnings and want to continue playing at mr.bet.

I just had to smile a bit when I opened my emails. I received a no deposit gift of € 20 from slotilda, where I deposited € 50 twice ... You have to think twice about the relation.

D sweiteren würde ich gerne noch, sollte hier einer der zuständigen von Mr.Bet sich einklinken folgendes Anmerken.

Ich bin seit Jahren einzahle der Kunde im 5stelligen Bereich. Status Minister. Ich habe schon oft viel Geld dort gelassen wo ich nie gemailt habe. Meinen sie ich würde jetzt wegen 150€ so einen Stress machen? Nein sicher nicht wenn ich sie unter normalen Umständen verloren hätte. Aber das habe ich nicht. Ich hätte gerne einfach meinen Gewinn und will bei mr.bet weiter spielen .

Etwas schmunzeln müsste ich gerade als ich meine Mails aufgemacht habe. Ich habe von slotilda, bei denen ich 2 Mal 50€ eingezahlt habe ein No deposit Geschenk von 20€ erhalten... Die Relation muss man sich Mal überlegen.

Dear k0di84,

We have contacted game provider once again to clarify the status of the certain round in the slot. After further investigation provider found out that there was an uncredited win from the game side in status "MISSETTLED". The status in system was changed to "COMPLETED" and the winnings will be compensated to your gaming account.

We sincerely apologize for the inconveniences caused! Thank you for making us aware of the issue. We are always happy to help! We appreciate our loyal customers and in our best interest to take actions to prevent such misunderstandings are no longer taking place!

Best regards,

Mr.Bet Casino Team

Mr.Bet has credited me the amount.

I am more than happy with it. The case can be closed. Many thanks to the great team at casino.guru

Mr.Bet hat mir den Betrag gutgeschrieben.

Ich bin damit mehr als zufrieden. Der Fall kann geschlossen werden. Vielen Dank an das tolle Team von casino.guru

Thank you Mr.Bet Casino team for the reply and help.

Dear k0di84,

I'm glad to hear that your win was added to your balance. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. 

Best regards,

Peter