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This app functionality has failed me multiple times but worse in this particular situation.

i began to notice the app functionality was starting to lag, freeze and even worse not allow for certain buttons to function.

two wagers totalling $600.00 unable to be undone while count down had not been finalized. Even in the attempt to undo it multiple times I was unable to do so and had to watch my money be taken from me.

to make matters worse the app functionality is completely acting out of the ordinary I can’t even access account records or anything beyond depositing money and playing a game. I won’t make any accusations without proof but this is far beyond strange.

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Dear Scotty_bit1109,

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

The only screenshots I have is the bet I’d transaction unfortunately screenshots or screen recordings will not prove the disfunction of the undo button during game play. Coincidentally this has happened to me a couple of times but the losses before hand were minor therefor I didn’t make a big deal of it, this time around the were for wagers much more then the usual and as soon as I suspected there was issue with the gameplay I knew the smartest thing to do was undo any bets to avoid any issues until I could confirm with certainty there was no issues only to lose an entire account. They even offered 20 free spins as a solution which does not make it up for a $600.00 loss. I’m not one to bet "big" as I play for the intent to have fun and win little along the way so to go from $50.00 to $600.00 with $2.00 wagers as a cautionary you know something was wrong.

Thank you for your detailed explanation. I understand why this situation feels extremely frustrating, especially given the amount involved, and I appreciate you taking the time to clarify what happened from your perspective. In most cases, when a game freezes, lags, or behaves unusually on the player’s device, the bet itself is still processed server-side once it has been confirmed. If the countdown reaches the confirmation point — even if it appears delayed on the screen — the wager is considered valid under the game rules. This is also why casinos usually advise players to stop playing immediately and clear cache, restart the app, or switch devices once any irregular behavior appears.

Regarding the free spins offered by the casino, while we understand that this does not compensate for a $600 loss, such gestures are typically goodwill offers rather than an admission of a confirmed malfunction.

At this point, since there is no objective evidence proving a game error or failed cancellation request on the casino’s or provider’s side, we unfortunately do not have sufficient grounds to formally confront the casino or request a refund. Without such proof, the bets are treated as valid and voluntarily placed.

If you still have access to any game history showing exact timestamps, game IDs, or if the casino or game provider confirmed any technical issues during that period, you’re welcome to share it with us and we can reassess the situation. Otherwise, we’ll need to be honest that this complaint is unlikely to be resolved in your favor.

Thank you for your understanding, and please let me know if you have any additional information.

Dear Scotty_bit1109,

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,
Veronika
Casino.Guru