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I had £502 in my account I pressed last £2 spin to finish wagering a deposit bonus and the screen flickered and was left with £8.50 when should of been £502. Have contacted the casino and they sent a generated email saying ticket open that was 2 days ago on the 14/02/26 I've heard nothing since.

I emailed asking for a update but no response

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. 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 veronika.f@casino.guru? Have you stopped playing right after 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.

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

HI Veronika,

I am being told my winnings are stuck in a open game they provided me with 6 games and told me it was one of them. I have tried on 4 different browsers and cleaned cache numerous times I don't have any open game.

The problem happened on my last spin of wagering. Which would of gave me £502 but I ended up with £8.50.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Kizzykazzy,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika