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Playing the Azteca Cash Collect game, I filled the coin grid in the Aztec respin mode, which should have paid me the grand but didn't. I sent a screenshot and the casino told me they would review my case, but they've stopped responding.

Jugando el juego de Azteca cash collect llene la cuadrícula de monedas en la modalidad de regiro aztec, el cuál debería haberme pagado el grand pero no fue así, envié captura de pantalla y el casino me dijo que revisarían mi caso pero ya dejaron de responder.

Dear raulrmz357,

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 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

I sent the other screenshots to your email because I couldn't add more photos in the previous answer. I await your response. Thank you very much.

Envié a su correo las otras capturas por qué no pude anexar más fotos en la respuesta anterior, espero su respuesta, muchas gracias

Thank you for your response. Could you please specify what amount you received for the bet in question?

I received 650 pesos in that transfer.

Recibí en ese giro 650 pesos

I have checked the in-game rules, and based on the information provided, it appears that the "Cash Collect" symbol is meant to collect all coin values visible on the screen.

To better assess the situation, could you please send me a screenshot showing all the reels and the coin values at the moment the feature was triggered? This would help us understand what happened during your gameplay.

Based on the screenshot you provided, we can see coin values adding up to 325 pesos, along with two active cash collect features. This would mean that the total win was calculated as 2 × 325 = 650 pesos.

According to this calculation, the system appears to have awarded the correct amount.

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

Dear raulrmz357,

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