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On the 12th of January I was playing one of there games in which I won 10 free spins in the spins i won 940 odd euro the last one being a big win of over 460 euro ... when the free spins ended I continued play and noticed the money was not added to my account I contacted live chat straight away they told me to try the game again as it would reset itself again I spun the game and nothing I decided to stop straight away and contacted them again told them the game screen shot the last few spins showing a 2 minute gap where I won the free spins and my money did not increase since then I have contacted them 5 times by email showing evidence that it happened and not once have I got a reply .when I contact live support they send the same automated answer every time I could nearly tell you whats coming next this has been going on to long now the customer service is appalling...

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Dear Cabra54,

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

I have sent on screen shots and emails..... I received an email stating I broke the bonus rules which I find funny as I dont take any bonuses... when I sent an email back with this information i was told it was still under investigation... that was it no reply since . I haven't lodged or played again since this occurred and with the poor response I wont be again either i withdrew my money and had to use 2 different methods to do so never has that happened on any other site

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Cabra54,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika