MyEmpire Casino - Pelaaja valittaa teknisestä ongelmasta.

Hello. I am writing to inform you that I have officially submitted a formal complaint against MyEmpire Casino on Casino Guru regarding the technical glitch on "5 Lions Megaways". I have provided their team with full video and screenshot evidence of the winning screen. I demand that your technical department contacts Pragmatic Play directly to check the Round ID and the server logs of my session. I will not drop this case until it is fairly investigated

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Hello,

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 attila.g@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,

Attila

Hello Attila,

Thank you for your response and for looking into my case.

I have just sent an email to attila.g@casino.guru containing all the available supporting evidence, including screenshots and video recordings of the incident, as well as my game history.

To answer your question, yes, I stopped playing immediately after the incident occurred.

Thank you in advance for your assistance. I look forward to hearing from you.

Best regards,

[Redacted]

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila 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 Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your response.

In order for me to properly asses the issue, could you please share your game history? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period.

Thank you in advance for your reply.