EpicStar software glitch

Hello.

Please help me resolve the situation with EpicStar Casino.

Played from August 13th to 27th, total deposits amounted to approximately USD 676.

I encountered numerous technical issues while playing. Live Casino bets on Sweet Bonanza and Blackjack were repeatedly rejected, only to be refunded. There were also issues with Pragmatic Play and Evolution.

The most significant incident occurred in Evolution's Cash Hunt. My bet was $2.90, and I hit x50, meaning I should have won $145 + the bet. However, due to an error, the round was interrupted, and I was only refunded $2.90. My winnings were never paid out. This happened more than once.

Also, some of my bets are missing from my account history, so I can't check all the game rounds.

After the problems with Live Casino, I had to play slots. In my experience, the returns were practically zero: never even 10x the balance during the entire period, with the maximum increase being around 1.9x. I understand that RTP doesn't guarantee winnings, so I'd like to specifically ask you to verify that the games are working correctly and that the stated RTP is correct.

In addition, I had a problem with the wagering: with a balance of about 350 USD, about 150 USD were written off/cancelled.

When I made a deposit, I wanted to cancel the bonus, but they didn't give it to me, and somehow I lost $350 for no reason, even though the sign said $150, and the wager is taking it.

Also, for deposits of around 676 USD, I received virtually no compensation or bonus.

Taking into account all the technical problems, the unaccounted winnings, the missing part of the betting history and the disputed write-off, I ask for help to achieve a full

return of my deposits - about 676 USD.

I'm asking forum members to help me contact the casino and request a full betting history, a Cash Hunt check, technical errors from Evolution/Pragmatic Play, and wagering transactions.

The casino completely ignores the message and does not respond

I get answers with templates, nothing more

I'll be glad if you help

Thank you very much in advance

Hi, and welcome to the forum.

There are quite a few different issues in what you've described, so I think it would be best to separate them.

The most important one to investigate is the Cash Hunt round where you say you had a $2.90 bet, hit x50, but after the interruption only the original stake was returned. In situations like this, the decisive information should be the actual game-round record on the provider's side. If you have any screenshots, videos, the approximate date and time, or a round ID, definitely keep them. Even if some rounds are missing from your visible account history, the casino and game provider should normally have server-side records that can be checked.

The same applies to the disputed balance/wagering deduction. From your description, I'm not completely sure what happened to the approximately $150/$350, especially whether this was real-money balance, bonus money, bonus winnings, or an amount forfeited when a bonus was cancelled. That part would need to be checked against your transaction history and the exact bonus terms.

Regarding the slot results and RTP, I wouldn't use your personal results during this period as evidence that the games had an incorrect RTP. RTP is a long-term theoretical value and generally needs a very large number of spins before actual results can meaningfully approach it. A player can therefore have a very poor run over a much smaller sample without the game necessarily operating incorrectly.

Also, bets that were rejected and then fully refunded would normally be a different issue from a completed round where you believe a valid win was not credited.

As for requesting a refund of all approximately $676 in deposits, I wouldn't want to say at this stage that a full refund would be justified simply because several technical issues occurred. I think the first step should be to establish exactly which rounds or balance deductions were incorrect and what amount is genuinely disputed.

Since you say the casino is only sending template responses and isn't properly addressing these specific points, I think this is suitable for our complaint team to look at. You can submit a complaint with us and include the Cash Hunt incident, the missing game history, the disputed wagering/balance deduction, and any evidence you have. Our team can then review the situation in more detail and, if the complaint is accepted, try to get a proper explanation from the casino.

I hope we can at least get some clarity on what happened with those rounds and the missing funds.

Okay, I'll serve it now