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I was playing Trawler Fishin with real money, placing bets at €2.50 when I won the bonus. After the 9th of 10 spins and an approximate win of €150, a "Server Error" occurred. The game round supposedly can't be found, or rather, the support claims that I ended the round with a loss. This is outright fraud.

Ich habe mit Echtgeld in Trawler Fishin auf 2,50€ Einsatz den Bonus gewonnen. Nach dem 9. von 10 Spins und ca. 150€ Gewinn kam dann ein "Server Error". Die Spielrunde ist angeblich nicht mehr zu finden, bzw. Der Support behauptet ich hätte die Runde mit einem Verlust abgeschlossen. Totaler Betrug.

Hello HeadHunter747,

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.

Looking forward to your answer.

Regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Dear HeadHunter747,

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.