Hallmark Casino - Player’s balance has disappeared.

I was playing one of the slot machines and before I logged out my balance was $999 and some change. When I logged back in my balance was at $10. I contacted them and they said that they didn't see a problem and told me to play my balance out and I would qualify for a free chip. So what is that suppose to pacify me?? I tried this casino because of it's ratings. It just goes to show don't trust the ratings.

Dear Veronica,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please could you confirm that you haven’t redeemed any free chip prior to accumulating your winnings? Have you deposited funds into your account without activating any bonus? Do you have any screenshots showing $999 in your balance or game history which you could forward to petronela.k@casino.guru? I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I am not claiming it disappeared i am stating that it had because it is true. I am not one to tell lies. Best not to accuse or insinuate that a person is lying if you do not know them. I'm pretty sure there will be nothing done about my complaint because you have stated I'm "claiming" which basically is saying I'm lying. I would not have a wrote this complaint if it were not true. I am a very honest person and it us best not to jump to conclusions about a person you do not know!

Dear Veronica,

I’m sorry that you feel like I accused you of lying. I didn’t mean to upset anyone. Since you have stated or asserted that something is the case without providing evidence or proof, I used the verb "claim". I can assure you; I didn’t jump to any conclusion. Here at Casino.guru, we try to be as objective and fair as possible. We have used this verb many times before and you’re the first person to get offended, which was not my intention at all. Believe me, we are here to help you. 

Please if you could confirm that you haven’t redeemed any free chip prior to accumulating your winnings? Have you deposited funds into your account without activating any bonus? Do you have any screenshots showing $999 in your balance or game history which you could forward to petronela.k@casino.guru? Looking forward to hearing from you.

The deposit shows in my deposit history as of today which I did not make one today and it won'tshow any more history when I search. As for my balance history the highest it shows is a 1.50. It doesn't show anything higher when on the day I hit that there was still $10 showing and was down to $7 and some change. I showed my daughter but I didnt think to screenshot it. I played a couple more time and the game glitched a couple of times so I closed out of the game, logged off and logged back in. My balance showed at $10 again. So no I don't have the proof you're asking for other than I showed my daughter. So I guess basically this will remain unresolved. There was a playthrough requirement which the 999 would have completed the playthrough requirement still leaving a win. I know without the proof you ask for will leave this unresolved.

Dear Veronica,

Unfortunately, but without supporting evidence there is not much we can do for you. I’m very sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with this or any other casino in the future. I will reject this complaint now. Thank you for your understanding.