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Won 600$ at Buffalo Kings Megaways in the game. Bought the game from my last 40$. Moments later I have 209$ in BTC and all of the history info is reset, no replay on the machine, everything is reset. Contact live support and they will contact Pragmatic to solve the problem, fair enough. Been playing Pragmatic slots for many years and never seen anything like this happen. 

Now they ignore me from chat, tried to join their Telegram and got kicked out right away asking for support. Lucky for me I withdraw my winnings in ETH. They have banned my user for ‘Violating the ToS’ evne I havnt done anything wrong. Katie from support was very nice and sounded very helpfull. Now they ignore my messages. 

I didnt loose any money in there and I did make a profit, so I’m not just a complainer which lost money. But I’ll do anything to get my ‘lost’ money which they scammed me for. 

Wrote a mail to Pragmatic, hopefully they dont want to work together with a company which scams their players in this way, seems very unprofessional. 

Dear MistaDanmark,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're facing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify if you have any evidence of the balance that suddenly disappeared from your account? Kindly forward me all the videos, screenshots, and possibly your game history in Excel format with the exact time of the incident along with any relevant communication to veronika.f@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.

Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

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

Best regards,

Veronika

Dont have any evidence as the history got removed same with all of the replays etc. But support told me they would talk to Pragmatic as there could be a problem with their system. I have screenshot of our messages.

Also tried to contact Pragmatic but cant find any contact info for private people Only for business. Played for many years and never seen anything like this happen. Just looks like they ban me for withdrawel more than I spend deposit. Im sure Pragmatic can find it of they check their rounds. Just random I go from 600$ and then have 209$ 🙄 I bought the game for 40$ for my last 41,??$ dollars and won 600,??$ and then I have 209$ with all the history removed. Make no sense, didnt have any bonus or anything.

I’m not lying or a bad looser, because I won money and withdraw before they closed my user. Now it is just principal case as I Think the Way the handle this is extremely unprofessionsal 🤦🏼‍♂️ I can see there has been some cases where people get banned without any reason.

No mather what I Think I have my rights to an explanation. This is stealin money 🤷🏼‍♂️ They block me on telegram when I ask for support and ignore me on live support. Always talked nice and didnt do anything wrong. Only looking for answers.

Thank you for your time!

Just before my ban I randomly had 13000$ on my wallet. Tried making a 0.40$ Bet on a slot to see if it was play money but it look like it was real money. Dont make any sense. So many wierd thing going on in there.

I’m sorry, but without a record of your winnings, we won't be able to assist in retrieving them. At Casino Guru, we can only help players once we have sufficient evidence that their winnings were unfairly deducted from the account.

Additionally, could you please clarify what the balance in your account was when the casino decided to close it?

Also, could you forward me the email you received from the casino after your account was blocked? In particular, which rules did they claim you breached?

Dear MistaDanmark,

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.