The player from Germany reports that their winnings from the Power Spins slot game disappeared twice. Despite passing ID verification, the casino hasn't provided a solution or an explanation. The player confirmed the issue was resolved.
GreatWin Casino - Player's winnings disappeared twice.
Amount: €240
GreatWin Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
Public
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9 months ago
Translation
I won a total of 240 euros in the Power Spins at Lucky Pharaoh. After the free spins, these disappear after one spin. No one has helped me for 3 days
nobody knows about anything. ID passed everything. Doesn't work, everyone says the same thing. 2 times in a row is really not normal once it was the 198 from the spins directly gone.
A few hours later the 42 euros.
Automatic translation:
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9 months ago
Dear Georgbu,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward your game history to tomas@casino.guru? Please highlight 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.
Also, could you please confirm in which casino the incident occurred?
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Tomas
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9 months ago
Translation
Now the money has appeared, but cannot be paid out.
Automatic translation:
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9 months ago
Could you please explain what you mean by your last comment?
Feel free to submit a screenshot of the situation. Have you contacted casino support about the problem? I'll await your reply.
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9 months ago
Dear Georgbu,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
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