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Hello,

About 10 days ago, a live slot machine from the provider ezugi jammed and I wasn't paid out the winnings I had. On that machine, you win when the chips fall when you throw coins, but they were falling and the machine wasn't reading them. I bet 3 times of 100 USD and the machine never paid out.

I contacted casino support and they said they would contact the supplier, Ezugi, but they told me that Ezugi replied that everything was fine and that I lost my 300 USD even after sending them proof of the machine being full of chips. I need help, please. They can't steal people's money because of malfunctions, poor maintenance, and lack of service on their machines.

I've attached images of the support conversation and also the evidence I captured of the stuck machine; the video also shows that the machine is stuck.

Hola,

hace aproximadamente 10 dias una maquina en vivo del proveedor ezugi se atasco y no me pagaron los premios que gané, en esa maquina ganas cuando caen las fichas cuando lanzas monedas, pero caian y la maquina no leia las fichas que caian, aposte 3 veces de 100 Ustd y la maquina nunca pagó,

Me contacte con soporte del casino y ellos se iba a comunicar con el provvedor ezugi, pero me dicern que ellos le contestaron que todo está en orden que yo perdí mis 300 USTD aún despues de enviarles las pruebas de la maquina astacada de fichas,, necesito ayuda por favor no pueden ellos robarse el dinero de las personas por fallas y mal funcionamiento y falta de mantenimiento de sus maquinas

adjunto imagenes de conversación de soporte y también de las pruebas que capturé de la maquina atascada y en video también se ve que la maquina está atascada

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Dear japliego391985,

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 katarina.d@casino.guru?

Can you request the game provider's report as well, please?

Have you stopped playing right after the incident? Meanwhile, please check our article explaining "How slot machines are programmed"

ttps://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,

Katarina

Hello, I already sent the evidence to your email.

Thank you

Hola, ya envié las pruebas a su correo.

Gracias

Dear japliego391985,

thank you for your email.

Your case is under internal review. I will provide you with updates as they become available.

Katarina

Dear japliego391985,

thank you for the information provided and for your patience.

After a thorough review of your case and the evidence provided, including consultation with my supervisors, we have concluded that the slot machine accurately displayed all rounds. While the video you submitted does show a number of coins at the bottom of the slot, it's important to clarify that not all coins in this game represent winnings. Some coins have no monetary value, and it appears that these were the coins displayed. Furthermore, the fact that you continued playing suggests the game did not freeze and functioned without interruption. We trust this explanation is clear. If you remain dissatisfied with this outcome, we recommend contacting the game provider directly for further evaluation and a more detailed explanation.

This case will now closed.

All the best,

Katarina