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Complaint:

Missing credit from aborted free play round (€199) / Incomplete verification by StarGames

Description of the incident:

Good day,

I am contacting Casino Guru because StarGames' customer service is refusing to resolve a technical error.

On August 5, 2026, I played the game "Books & Pearls". During the first free spin round, I won approximately €130. This process went smoothly. I withdrew part of this winnings and continued playing with the remaining balance.

Later in the game, I reached a subsequent free spins round. While these free spins were running and my current winnings stood at €199, a technical malfunction occurred and the game was terminated. The free spins round had not yet finished at that point.

Rejection of the review by support:

After the incident, support initially informed me that they were working on the problem. Instead, they are now stubbornly referring to the round that took place earlier in the day at 9:22 AM. They are now completely refusing to review the server logs for the period after 9:22 AM.

I request Casino Guru's assistance so that the provider can request the exact game history for August 5, 2026, from the game developer (those recorded after 9:22 AM) and credit me with the €199 I am owed. I have attached screenshots of the corresponding emails as proof.

Beschwerde:

Fehlende Gutschrift aus abgebrochener Freispiel-Runde (199 €) / Unvollständige Überprüfung durch StarGames

​Beschreibung des Vorfalls:

Guten Tag,

​ich wende mich an Casino Guru, da der Kundenservice von StarGames die Klärung eines technischen Fehlers verweigert.

​Am 05.08.2026 habe ich das Spiel „Books & Pearls" gespielt. Bei einer ersten Freispiel-Runde gewann ich ca. 130 €. Dieser Vorgang lief ohne Probleme ab. Einen Teil dieses Gewinns habe ich mir auszahlen lassen und mit dem verbleibenden Restguthaben weitergespielt.

​Im weiteren Spielverlauf erreichte ich eine nachfolgende Freispiel-Runde. Während diese Freispiele liefen und der aktuelle Gewinnstand bei 199 € lag, trat eine technische Störung auf und das Spiel brach ab. Die Freispiel-Runde war zu diesem Zeitpunkt noch nicht zu Ende gespielt.

​Ablehnung der Prüfung durch den Support:

Nach dem Vorfall wurde mir vom Support zunächst mitgeteilt, dass man an dem Problem arbeite. Stattdessen bezieht sich der Support nun stur auf die früher am Tag stattgefundene Runde um 09:22 Uhr. Eine Überprüfung der Server-Logs für den Zeitraum nach 09:22 Uhr wird vom Support jetzt komplett abgelehnt.

​Ich bitte Casino Guru um Unterstützung, damit der Anbieter den exakten Spielverlauf für den 05.08.2026 im Zeitraum nach 09:22 Uhr beim Spieleentwickler anfordert und mir die zustehenden 199 € gutgeschrieben werden. Entsprechende E-Mail-Nachweise füge ich als Screenshots bei.

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Stay safe.

Hello, 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 attila.g@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,

Attila

I sent everything to your email address, thank you so much for your help!

Ich hab ihn alles geschickt auf Ihre Email Adresse, vielen lieben Dank für Ihre Hilfe

Dear Player,

Thank you for sending the additional information.

Unfortunately, the transaction history alone is not sufficient for us to investigate the alleged interrupted game round. We would need some evidence specifically showing the game round in question, such as the relevant game history, screenshots, or other records showing the €199 balance and the interruption.

If you have any such evidence available, please send it to us. Otherwise, we will unfortunately be unable to proceed with the complaint.

Thank you for your understanding.

Best regards,

Attila

Hello Hedia,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru