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Hello! 👋

A couple days ago I deposited €22 at this casino and i start playing the game Jammin Jars. I’ve bought a few bonuses and i won around €1,200 after that i requested withdrawal of €1,100.

5 minutes later i back to play the same game and i hit the bonus at manual playing on €0,6 bet. The result of this bonus was total win for about €850 after those free spins was completed i get error in the game and i reload the page and big surprise. The money which i won from the last free spins (€850+) was disappeared from my account.

i immediately contacted live chat support and they told me that review is requested and i should be notified when its completed between 24h-48h. It’s already 4 days since i spoke with them about this error and i still haven’t heard anything from them.

I didn’t make any screenshots because errors like this happened many times before and after reloading the page it was fine, but this time my winnings disappeared.

Dear vanpanov,

Thank you very much for submitting your complaint. I'm sorry to hear about your technical issue.

To better understand and address your situation, could you please provide more details?

• Can you specify the exact date and time when you made the deposit and started playing Jammin Jars?
• Were there any specific error messages or codes displayed when the issue occurred?
• Are those winnings of €850+ recorded on your game history?

If possible, could you forward any relevant communication with the casino to petronela.k@casino.guru for further review?

Meanwhile, please check our article explaining "How slot machines are programmed" and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Here on the screenshot below you can see exactly the time of my deposit of €22.

After that you can see also that I requested I withdraw of €1,100 and left €77 in my account.

I didn’t get any special code for this error. The page just stopped responding and after reloading the winnings disappeared. It’s strange because I’ve checked the transaction history of the game there is nothing that says i won this amount but i believe on my eyes and if i didn’t really won this amount of money i wouldn’t open any complaints about this company. They were so correct with the withdrawal amount which i requested and i get it on time but this disappeared winnings is something which i don’t like. The amount of money is not so big , now only €850 are missing but what will happen tomorrow if someone hit €85,000 and they just disappear from the account.

I’ve contacted live chat support again and they told me that the case is reported to the game provider and investigation started. I hope the case will be solved quickly and the winnings will be credited back to my account. I’ll keep you updated!

Hi vanpanov,

Thank you very much for the clarification. Hopefully, the game provider will be able to locate your winnings and they will be credited back into your account. Please keep me posted and forward any relevant communication if there will be any development.

Looking forward to hearing from you.

Hi, it happens again. Same game provider but different game. I triggered the bonus i won €106+ after that error message and my winnings disappeared. BUT THIS TIME I GOT SCREENSHOT AND VIDEO



Hi vanpanov,

Thank you for the update.

• Could you please forward any supporting evidence to petronela.k@casino.guru?
• Have there been any updates from the game provider?

In the meantime, until the first issue is resolved, I strongly advise against playing any games, as the issue may potentially be related to your connection. We cannot rule out this possibility until an official statement from the game provider is released.

Dear vanpanov,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.