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Lost Bonus Winnings Dear Casino.Guru Team, I would like to file a complaint against Heats Casino regarding a technical issue that occurred during my gameplay, which resulted in the loss of winnings and a lack of response from the casino's support team. While playing the slot game Super Hot Teapots, I won approximately 300 PLN and subsequently triggered a series of bonus spins. However, during the bonus feature, the game suddenly froze. After this point, it became impossible to reload or access the game session. I attempted to re-enter the game multiple times, but without success. Unfortunately, due to this crash, I lost the opportunity to complete the bonus round, and any potential winnings from those free spins have disappeared. I contacted Heats Casino through their live chat, but I have not received any response or assistance regarding this issue. It’s worth noting that other games from the same provider are functioning properly on the platform, which suggests the issue is limited to this particular session or game. For your reference, I have attached a screenshot showing the exact moment the game froze. I kindly request your assistance in resolving this matter and recovering my missing bonus winnings. Thank you in advance for your support. Best regards, [Date of Incident: e.g., September 29, 2025

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Dear CIENTORBY,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. The games in the casino are programmed to continue even when the connection between the server of the game provider and you is disconnected. If such an event happens, you can see a different result on your screen than on the casino server. If two different results exist, the correct one is the one on the casino server. 

Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Do I understand correctly that you only experienced this once with one specific game?  
• Do you happen to have a video recording or screenshots showing this incident? 
• Did the situation somehow influence your real money balance? Is the last bet recorded in your game history? 

Thank you very much in advance for your reply. 

Best regards, 

Kristina 

Yes, this only happened with this one game. All other games from this developer open normally. Strangely enough, this game doesn't open for me except in the PLN currency I was playing in. My friends' games open normally in any currency.

I've attached a screenshot of the unfinished bonus round in my complaint.

My winnings from the bonus round, which froze during play, weren't added.

Hello, are you doing anything about my case?

I understand that nothing is being done about my complaint? You're bragging that you have 110 full-time employees and no one has been able to respond to me for four days?

Dear CIENTORBY,

thank you for your reply.

Please note that this is not a live chat, so there is no need to repeatedly ask for our intervention. We currently have hundreds of active complaints and even though we try our best, it is not possible for us to reply immediately to all messages. We have 7 days to respond to each complaint and we always get back as soon as possible. Please, bear with us. Thank you for your patience and understanding. 

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

Dear CIENTORBY,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru