Millioner Casino - Pelaajan jättipottivoitot ovat kiistanalaisia.

Game: Wheel Fortune

Disputed amount: €1,000

Issue type: Game malfunction / Jackpot not credited

Complaint summary

I won a €1,000 jackpot while playing the Wheel Fortune game at Millioner Casino. When the wheel stopped on the jackpot, the game immediately froze.

Detailed description

At the moment the wheel stopped on the €1,000 jackpot, the game froze and did not continue. I immediately took a screenshot clearly showing the jackpot result and sent it to Millioner Casino support.

This incident occurred one month ago. Since then, I have contacted the casino multiple times to ask about the status of the investigation. Each time, I received generic responses stating that the case has been forwarded to a relevant department and that I should be patient.

The casino has not provided any concrete information, estimated timeframe, or explanation of how long such investigations usually take. When I specifically ask when the issue will be resolved, my question is not answered.

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Dear vivelame,

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.

Looking forward to hearing from you.

Thank you in advance for your understanding.

Best regards,

Katarina

It was sent to the provided email address.

Dear vivelame,

thank you for your message and email and for your patience during this busy holiday season.

Would you be able to resend your communication with casino in the email format, please? The pictures you have provided to casino as an attachment in one of the emails are very hard to read from the screenshot. My email is katarina.d@casino.guru.

Looking forward to your reply,

Katarina

Dear vivelame,

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.

"So now I have to write to all ends and places… you said I should send it by email, and it was sent there."

Dear vivelame,

thank you for your message and email.

Could you please share the pictures of the game when it froze, please?

Additionally, do you have an access to your game history? Could you please share that one as well? My email address is katarina.d@casino.guru.

Looking forward to your reply,

Katarina

"I have already sent you the picture

Dear vivelame,

thank you for your message and email.

Do you have an access to your game history, please?

Could you share it to my email katarina.d@casino.guru?

Looking forward to your reply,

Katarina

I’m not sure what kind of game history you mean, and I don’t understand why this is important, since this case is specifically about the wheel, as described.

Dear vivelame,

thank you for your message.

The game history is a record of all spins and games that took place while you were actively playing at the casino. Having your game listed in this log would help us determine whether the outcome was a win and whether the system experienced any technical issues.

You can usually find your game history in your player profile. Alternatively, you may contact the casino’s support team and request that they provide it to you.

Looking forward to your reply,

Katarina

I contacted the casino again and asked them to provide the game/server logs, round ID, and confirmation of the result for this free spin, as it does not appear in my game history.

So far, I have not received any response from the casino.

I have already submitted a screenshot showing the result.

I kindly ask you to request these details directly from the casino.

Dear vivelame,

thank you for your message.

Could you please share the game history with me? My email is katarina.d@casino.guru.

Looking forward to your reply,

Katarina

The disputed spin was a free spin in the Wheel of Fortune game.

This free spin does not appear in my game history, so I am unable to provide it.

I have already shared a screenshot showing the result.

Please note that the casino should have the server/game logs for this spin.

Dear vivelame,

After careful review and thorough discussion with my colleagues, we have concluded that the evidence you provided would not be sufficient to support an argument during mediation with the casino representatives.

At this time, the only material submitted is a screenshot, and the game in question does not appear in your game history. This may indicate that the game attempt was disconnected at some point. Such a situation can occur for a number of reasons, including, but not limited to, issues with your internet connection or an interruption during gameplay.

Unfortunately, without the complete game record appearing in the system, we are unable to proceed further with the claim.

I am sorry that I could not be of more help in this matter, and I fully understand that this outcome may be disappointing and frustrating for you.

Unfortunately, as the casino in question does not hold a valid operating license, I am concerned that there is no recognized regulatory authority or official body to which I could confidently recommend submitting a formal complaint. In situations like this, the lack of proper licensing significantly limits the available options for dispute resolution or external intervention.

While I appreciate the effort you have made in providing information and pursuing this matter, the absence of regulatory oversight means that there are very few reliable avenues to escalate the issue further. I regret that this limits our ability to offer additional assistance or guidance in resolving the dispute.

Please know that this conclusion was not reached lightly, and I truly wish the circumstances allowed for a more favorable or actionable outcome.

This complaint will now be closed.

All the best,

Katarina