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I wouldn't give them any stars if I could. I deposited fifty dollars into my account and started playing roulette. I got my winnings up to almost three hundred and when I was wagering I hit the wrong buttons a couple of times and ended up wagering everything I had on the next spin. I saw it, hit undo and the game froze up on me at the exact same time. When the game resumed, it has taken all of my money. I contacted customer care, and they refused to help me at all. Told me it was my responsibility. I tried to explain to them that their game had conveniently frozen up on me and taken all my money but they refused to do anything to rectify the situation. Really bad thing is, I'm living out of my vehicle right now...really could have used that money

Dear brandywhaley28,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do you happen to have any video recordings from this situation? Have all bets been recorded in your game history?

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. I assure you that no casino can just "freeze" the game by their choice and issues like this are in most cases caused by your internet connection.

Thank you very much in advance for your reply.

Best regards,

Kristina

Video recording? No I didn't know that I needed to record myself while on your website in order to compel integrity from anyone. As for the rest, I don't know. I recently started placing bets online so I don't know how I would access that information. However I spoke to a customer service rep via chat right after it happened and she had zero issue with finding the transaction I'm referring to, so I'm sure you won't either. As for intentionally freezing the game that wasn't what I said, and while that may not be what happened, you certainly took advantage of the situation and used it to your benefit-cause it definitely didn't go to mine, I can assure you

Thank you for your reply, brandywhaley28. First, I would like to clarify that I work for Casino.guru website and not the casino, therefore I did not take advantage of anything.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

Furthermore, you should be able to find your game history somewhere in your casino account, please contact the support and they should be able to provide it to you. Thank you.

Dear brandywhaley28,

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.

I sent the info you requested the day after you requested it to your email.

Thank you for your emails. So I went through everything again, and I agree that some better explanation from the casino would be great, but on the other hand, the casino most likely had no influence on what happened, and it would be close to impossible to prove otherwise without any supporting evidence. The issue could easily occur due to a weak internet connection or an error on the game provider's side, none of which we investigate further.

You can always contact the game provider and they should be able to provide a more detailed report and investigate if the game malfunctioned, but I am afraid that we are not in a position to ask for a refund of deposits that were lost. We would really like to help, but it is impossible for us this time.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.