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I was playing Six Appeal Deluxe on the 12 th December €1 spin and received free spins and the game retriggered more spins and I ended up with 293 spins. I was in and out of the game. I was after spinning over 270 of the spins when I lost connection. The game reloaded and I noticed after a few spins it was on €2 spin. I went back to €1 and expected my freed spins to be there but they were gone. I contacted customer support and reported issue to Peter who immediately came back and said there was no issue. I pressed and he agreed to investigate further and I submitted details. I chased up on with Rob who was VIP manager and he’s said it was processing. I then was contacted by Stella who told me Rob was fired and she would be chasing this up. I have email thread.

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Dear Frustrated26,

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 sent an email trail to you. I hadn’t any screenshots. I asked for transcript of my dealings a number of times and it wasn’t sent. I gave them plenty of time to resolve this themselves. I deposited since then in good faith as I was sure it would be resolved.

Hello Frustrated26,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Could you please specify which email address you used to send me the conversations with customer support? I have not received any messages from the one you use to log into your Casino Guru account.

Hi Veronika I attached them when I logged complaint. I don’t have them anymore as I deleted them on m error

Dear Frustrated26,

Unfortunately, the attachment you previously provided only contained a copy of an email you sent to the casino asking about updates related to your issue. At the moment, we do not have any evidence of the incident itself (such as your game history, bet history, or the casino’s response confirming the investigation).

Without any supporting documentation, it would be extremely difficult for us to approach the casino and request an investigation, as we need at least some verifiable information about the session in question. If you are able to obtain anything relevant, please forward it to me, and we will gladly review it and determine whether we can proceed with the case.

However, if no supporting evidence can be provided, we may unfortunately have to reject the complaint due to insufficient information.

Thank you for your understanding, and I look forward to your reply.

Hi Veronika I asked for the transcripts from them a number of times. Game History is only available for a limited period online. My hands are tied. You can close this as I don’t have the information required

Dear Frustrated26,

Thank you for your reply. Unfortunately, without any supporting evidence, we are not able to proceed with this case or request a proper review from the casino. As we currently lack verifiable information about the incident, we have no grounds to challenge the casino’s position. For this reason, your complaint will now be rejected due to insufficient evidence.

If you happen to obtain any relevant documentation in the future, please feel free to contact us again, and we will be happy to reassess the case.

Thank you for your understanding.

Best regards,

Veronika