Europa777 Casino - Pelaajien tilit on suljettu.

Hello,

i have reported several game issues related to free spin features lost. I have sent the screenshots to the casino to prove them.

After checking they said that they did not find any issues related to it on their side. Although, if it was a connection problem on my side, when i go back on the game, the free spin feature will be saved and the game will continue. But, when i went back on the game, and this every single time it happened, the free spin feature was gone, like i was playing a fake slot or copy which does not save progress.

They decided to close my 3 accounts on their casino to protect me and for security reasons, which is a crappy reason. You cannot just close accounts of a player like that and be keeping all those free spin features i lost playing, depositing trying to get them.

I want a compensation for that or a better investigation on their side. I can send you pictures showing the games crashing and when i went back on it, the free spins disappeared.

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Dear mrmileena,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to katarina.d@casino.guru?

Have you stopped playing right after the incident? Meanwhile, please check our article explaining "How slot machines are programmed"

ttps://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.

Additionally, do I understand correctly that you had multiple accounts at this casino?

Looking forward to hearing from you.

Thank you in advance for your understanding.

Best regards,

Katarina

Hello,

No i didn't have multiple accounts. I have one account on each of their casinos: America777, Europa777 and Brasil777.

I cannot connect to my accounts since they decided to close it because they didn't find anything on their side.

Here is the mail i received from them after one week i reported the issues. Firstly they gave a 70 euros bonus which they took off later and sent me this email:

Hello,

We hope you are doing well.

Thank you for your patience while we reviewed the technical issues you reported, including game disconnections, loss of connection, and slot results not appearing properly. After a complete verification of our system and our game providers, we did not identify any internal issue on our side that could explain these repeated disruptions.

Because the connection problems continue and could affect the accuracy of future game results, we have made the decision to close your account for security and integrity reasons. This step is strictly precautionary to ensure that no gameplay errors or incomplete results occur on your account.

We truly appreciate your understanding, and we want to emphasize that this decision is not a reflection of anything you did. It is simply a measure to protect both your experience and the platform’s operational integrity.

If you have any questions or need clarification, please feel free to contact our support team.

In my opinion, it's totally unfair to close an account with free spin features lost and not compensate the player.

I'll send you all the proofs once I finish work because everything is on my laptop.

Hello,

the proofs have been sent to you.

Dear mrmileena,

thank you for your email and reply.

• Could you please confirm whether there was an account balance at the time your account was blocked?
• Has a request been submitted to the game provider to investigate these games?
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

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 72 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 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello,

The casino didn't reply to me since the mail of the decision.

No there was no balance left.

Although all the free spins i lost had certainly winnings which weren't added since their game crashed only when free spins were initiated.

I suggested them a 200 euros compensation for all the features lost but they never replied since last email.

If they decided to close my accounts simply because they did not find any issues on their side, i think it is an easy excuse and not founded. I have sent you several proofs showing the free spin features loss. I even doubt they contacted the providers because if they really did, the free spin feature will be recovered based on the id of the game. Once in a while i can understand it can happen, but even when it does, on every other casino, if i go back on the game, the free spin feature continues where it was left, but there it just disappeared every single time, so obviously there is something NOT right.

I can accept the closure after receiving a compensation, but closing accounts when i lost several free spin features there using my own money, no i do not accept it, it is stealing.

Hello mrmileena,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear mrmileena,

thank you for your replies and patience.

Thank you for your patience while we reviewed your complaint. I have carefully gone through all the information you provided and now have a general understanding of the situation.

After discussing the case with my colleagues, we noted that while the screenshots you kindly submitted are helpful, they do not allow us to clearly determine whether the game itself froze at the time of the incident. In situations involving technical issues, we strongly recommend recording a video as soon as the problem occurs, as this provides clearer evidence. Unfortunately, without such documentation, proving the issue and potentially mediating the case becomes very challenging.

Regarding the refund you are requesting, please note that it remains only a potential outcome. Since the spins were not completed, it is impossible to determine whether any winnings would have occurred.

Taking into account that your account was closed with no remaining balance, I regret to inform you that there are no funds to recover, and therefore our options are limited in this matter as well. Please also bear in mind that casinos, like any profit-driven business, reserve the right to refuse service to a customer.

I understand that this outcome may be disappointing, and I appreciate the time and effort you took to submit your complaint.

This complaint will now be closed.

All the best,

Katarina