The player from Canada had won a feature with 25 free spins in an online casino. After he returned a few hours later, he discovered that the feature and play history had disappeared. Despite his repeated requests to customer support for his full play history, he hadn't received it. He had been fully verified and was able to pinpoint the exact time and day of the incident. We had asked for supporting evidence to proceed with the case. However, due to the absence of records of the winnings in his gaming history, we were unable to assist him further. The complaint was eventually rejected due to insufficient evidence.
Flappy Casino - Player's winnings disappeared without trace.
Amount: Can$250
Flappy Casino
Safety Index:HighSafety Index
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8.5
Flappy Casino has a Safety Index of 8.5, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
7 months ago
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7 months ago
April 2 2024 Spun into a 3.00 feature on 5 frozen charms megaways..picked the mystery..got 25 spins 5 8 10x multi..it was later at night and was falling asleep..I left the slot with not playing the feautre..woke up 7 hrs later opened the slot no feature.. history erased of the previous days spins on a few different slots..asked support to look into where it went..they keep asking me for round ID which I don't have as my play history is gone..I ask for them to send me my full play history..havent received play history in a month..they apparently contacted pragmatic play and they said that it never happened. I would avoid this site and pragmatic play at all costs. Also this was not with bonus money.
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7 months ago
Dear sterls28,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Could you please specify if you passed the full KYC verification?
Could you please forward any supporting evidence, such as screenshots or videos with the exact time of the incident along with any relevant communication to veronika.l@casino.guru? Have you stopped playing right after the incident? Also, please send me the email where you requested the gaming history from the casino. The gaming history should be in Excel format.
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
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7 months ago
Here is me asking for play history to find the bet ID..I know the exact day and time within 30 minutes of when this happened.. I didn't play that slot for days to wait for my play history..they then said that pragmatic was looking into..flappy then said pragmatic said no such thing happened this has been resolved.. I didn't just dream up this feature..nor that my play history is missing many spins..i had stopped playing for a few days..then played again.
Yes I am fully verified.
I asked many times for my full play history..if they would simply send me my full play history I could find the ID in no time..thats if the site or p4oivser didn't delete it permanently. This is so shady..
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7 months ago
I'm sorry but if there is no record of the winnings in your gaming history, we are unable to assist you. To get in touch with the casino, we need as much evidence as possible.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
