The player from Sweden had won 20,900€ at GG-Bet Casino, but her winnings were never credited to her gaming account despite having a screenshot as proof. The Complaints Team had requested additional evidence, including the player's game history, to investigate the issue. However, since the player did not respond to the requests for information, the investigation could not proceed, which led to the rejection of the complaint.
GGBet Casino - Player’s winnings are not credited.
Amount: 20,600 kr
GGBet Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
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4 months ago
Translation
Hello, I was playing at GG-Bet Casino and won 20900 in a round. However, the winnings were never credited to my gaming account. I took a screenshot while I was playing. 
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4 months ago
Dear 97bepa,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history in Excel format to nikolas.b@casino.guru? Please advise the exact time of 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.
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4 months ago
Dear 97bepa,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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4 months ago
Translation
Hi again, still not resolved. Live support says it is under investigation but has not received any feedback or a time frame for when it will be ready. Can attach chats here. Can't find them all but here are some print screens from support. I don't feel like I'm getting a real answer.
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4 months ago
Dear 97bepa,
I've requested the game history from you as otherwise there is no way to check the data to see what happen.
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4 months ago
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Do you mean my entire game history, played a lot so it's quite long?
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4 months ago
Dear 97bepa,
The data from the date the issue occurred (with the uncredited bet included) should be enough.
here is from that game round.
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3 months ago
Dear 97bepa,
As the betting history is not showing any irregularities, there must have been an issue with the game provider or connection of the game.
Unfortunately, the reality is what the betting history states and can't be proven otherwise with only screenshots of the game.
Is there anything else we can assist you with?
