Instant Casino - Player's winnings have been confiscated.

Today I registered with them and have deposited a rather large amount.

Everything was fine until I started buying bonuses on sweet bonaza 1000.

i bought one for £80.00

It kept freezing every time it was spinning on the bonus,

i would have to refresh the game and it wouldn’t load the game back for around 3/4 minutes.

The last time it did it I was actually finally winning on a bonus I was £150+ on winnings and I had just hit an extra 5 spins, and it looked promising.

Of course, the game ‘froze’ again and kicked me off.

When I managed to get back on it..

My winnings were nowhere to be seen & neither was my incomplete bonus. 

I contacted them 2 times today, and of course they said ‘i will get an email’

nothing has been received and I have been blocked from their live chat.

I feel cheated.

I have lost a lot of money today and I know there is no chance of getting my deposits back (my own doing for trusting them) but at least my winnings and to continue my bonus?

I dont understand how they can do this?

The game loads up fine, and spins fine until you land/buy the bonus.

I am infuriated, and hope I can get a helping hand with this?

Trust pilot reviews have the similar situation. 🙁

Dear Ldiamond23,

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. 

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Tomas