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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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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 Attila,

Thank you very much for the feedback.

Unfortunately, I didn't take a screenshot in the middle of the game, as the crash was completely unexpected and nobody expects a game to suddenly crash.

This is precisely where the main problem lies: I have repeatedly asked StarGames for the detailed game history and server logs for this specific period after 9:22 AM, but support strictly refuses to provide me with this data or to check it more closely.

Since StarGames, as a licensed casino, is obligated to log all game rounds on its servers, I politely request that Casino Guru ask StarGames to disclose the complete game history and server logs for the free spin round in question. As a player, I have no other access to this information.

Thank you so much for your help!

Best regards

Hallo Attila,

​vielen Dank für die Rückmeldung.

​Ich habe leider keinen Screenshot mitten im Spiel gemacht, da der Abbruch völlig unerwartet kam und niemand damit rechnet, dass ein Spiel plötzlich abstürzt.

​Genau hier liegt das Hauptproblem: Ich habe bei StarGames mehrfach nach der detaillierten Spielhistorie und den Server-Logs für diesen spezifischen Zeitraum nach 09:22 Uhr gefragt, aber der Support weigert sich strikt, mir diese Daten auszuhändigen oder genauer zu überprüfen.

​Da StarGames als lizenziertes Casino verpflichtet ist, alle Spielrunden auf den Servern zu protokollieren, bitte ich Casino Guru höflich, StarGames dazu aufzufordern, die vollständige Spielhistorie und die Server-Logs der betreffenden Freispiel-Runde offenzulegen. Ich selbst habe als Spielerin keinen anderen Zugriff darauf.

​Vielen Dank für deine Hilfe!

​Beste Grüße

I sent him another email

Ich hab ihn noch eine Email geschickt

Hello,

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

Dear Hedia,

Thank you for your reply and for providing the additional information.

I have carefully reviewed the information and evidence you provided. Unfortunately, we do not have sufficient objective evidence to establish that the interrupted free spins round contained €199 in winnings that should have been credited to your account.

I understand that you could not take a screenshot because the interruption occurred unexpectedly and that you have asked StarGames to provide the detailed game history or server records. However, without the relevant game history, a screenshot showing the disputed winnings, or another verifiable record of the affected round, we have no concrete evidence confirming the €199 claim.

While the casino or game provider may have additional information in their internal records, we cannot ask the casino to credit the disputed amount based solely on the player's description of the incident.

For these reasons, we are unable to proceed further with the complaint, and it will now be rejected due to insufficient evidence.

Should you later obtain the relevant game history, a provider report, or other objective evidence confirming the disputed round and winnings, please feel free to contact us again. We will be happy to review the new information and consider reopening the complaint.

I am sorry that we were unable to assist you further in this case.

Thank you for your understanding.

Best regards,

Attila