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On 30-31.05.2021 in winbet I was robbed - literally! RTP was 1 percent, the site did not respond to the stopping of the reels, for over 800 spins did not give me bonuses

На 30-31.05.2021 в winbet бях ограбен - буквално! RTP беше по 1 процент, сайта не реагира на спирането на риловете, за над 800 завъртания не ми даде бонуси

Dear Стефан,

Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.

If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.

Best regards,

Petronela

I have a video and photos of how with 3 available scatters, my bonus does not open.

Имам видео и снимки как при 3 налични скатера, не ми се отваря бонуса.

Please forward any supporting evidence to petronela.k@casino.guru.

I'm very sorry but from the forwarded screenshot I'm not able to identify any issue.

Dear Стефан,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Thank you very much, Стефан, for the forwarded video. Could you please indicate where I should be able to see the winning combination that triggers the bonus?

Additional comments from the player:

"The combination was a train / scatter on the 1st, 2nd and 5th riils"

Additional comments from the player:

"Комбинацията беше влак/скатер на 1-ви, 2-ри и 5-ти риил"

I'm sorry, is it visible on the screenshot?

Dear Стефан,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.