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Dear Sir/Madam,

Yesterday, I made my first deposit on your site and claimed my welcome bonus, everything worked perfectly. I then won 149 Euros during the free spins on the game Razor Shark. However, when the free spins ended, the reels spun out of control, and an error message appeared. My money disappeared, and I still have not received it, despite waiting since yesterday.

Sehr geehrte Damen und Herren

Ich habe gestern meine erste Einzahlung auf der Seite gemacht und habe meinen Willkommensbonus beansprucht das lief alles super . Ich habe dann bei dem Spiel razor shark in den freispielen 149 Euro gewonnen doch als die freispiele zu Ende waren sind die walzen durchgedreht und es stand Error da und mein Geld war weg und ich habe es immer noch nicht und ich warte seit gestern darauf

Dear sametgurel187,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication or screenshots along with your game history to petronela.k@casino.guru? 

Meanwhile, please check our article explaining "How slot machines are 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 cooperation and understanding.

Best regards,

Petronela

Dear sametgurel187,

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 we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.