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I am filing this complaint regarding what I believe is an incorrectly calculated winning round in a BGaming free-spins feature at Richard Casino.

On September 5, 2026, I deposited approximately $43 CAD of my own money. I did not claim, accept, or use any bonus. I began playing with my real-money balance and triggered the free-spins feature.

During the feature, I noticed a serious discrepancy between the multiplier displayed by the game and the amount actually credited for the winning spin.

The way this feature operates is important. When the Viking character activates a multiplier, that multiplier applies to the accumulated win and then carries forward into subsequent activated multiplier events. I have screenshots documenting the progression of the feature and the multipliers displayed.

Earlier in the same feature, an activated x203 multiplier resulted in a win of approximately $1,500. Later, the displayed multiplier had increased to x213. Based on the visible game state, the accumulated win and the mechanics I had just observed during the same bonus feature, the amount subsequently credited did not appear mathematically consistent with what was displayed.

I noticed the discrepancy immediately and reported it to Richard Casino.

Richard Casino later responded that its technical team contacted the game provider and reviewed the winning round. I was told:

"According to the provider’s logs, the winnings from this round were calculated correctly."

However, neither Richard Casino nor BGaming has provided the actual calculation demonstrating that the payout was correct.

I specifically requested the game round ID, the base winning amount before application of the multiplier, the multiplier actually applied to the disputed winning spin, the final amount credited, and the mathematical calculation showing how that final amount was reached.

I also requested an explanation of the x213 multiplier visible during the feature and precisely how it applied, or did not apply, to the disputed winning spin.

None of that information has been provided to me.

My complaint is therefore not based simply on being unhappy with the result of a game. I am disputing a specific apparent inconsistency between the game state and multiplier displayed on screen and the amount actually credited.

I have screenshots from the feature documenting what was displayed and correspondence showing that Richard Casino says BGaming reviewed its logs.

I am asking Casino Guru to obtain and independently review the underlying game-round information from Richard Casino and/or BGaming, including the base win, applicable multiplier, multiplier progression, final credited win and mathematical calculation of the disputed round.

If the game-round data establishes that the displayed multiplier or winning amount was not correctly applied, I am requesting that the full amount of winnings that should have resulted from the round be credited to me as real, withdrawable funds.

I am happy to provide all screenshots and correspondence I have documenting the feature and Richard Casino’s response.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Richard Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please explain in more detail what information we should focus on when reviewing the evidence you provided?
• From my understanding, the multiplier is the amount you won from said round of the ongoing feature divided by the bet amount (0,40 CAD)
• If there is any additional evidence that would allow us to confront the casino, kindly share it with me at tomas@casino.guru

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I have emailed you Tomas

Thanks for sharing your point of view and clarifying your point.

Unfortunately, we are unable to build our case based on the unusual way a multiplier in the background is displayed. Please let me know if there is anything else we should consider regarding your complaint.