The player from Greece had been playing a bonus on the game Sword of Khans when his bonus got cancelled and the winnings vanished after he was kicked out of the game. He had provided screenshots as evidence, but we found no irregularities in the spin; it had simply been cancelled and returned to his balance. The player had claimed the winnings were deleted, but we had explained that 'rollback' meant the bet was not accepted due to technical issues, which could have occurred at the player or game provider's end. We had attempted to extend the conversation, but the player did not respond, leading us to reject the complaint.
Joker8 Casino - Player experiences game disruption and loss of winnings.
Amount: €60
Joker8 Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
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3 months ago
Translation
While I was playing my bonus on the game Sword of Khans, suddenly, after winning 60€ at 0.20€, on the last spin I was kicked out and the entire bonus was cancelled, along with the money I had won disappearing.
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3 months ago
Dear latestmusiceverytime,
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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3 months ago
Translation
I have photos of what happened to the spins that I returned one spin after 4 minutes without any spin being played by me, this shows I think I was in a bonus
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3 months ago
Hello latestmusiceverytime,
According to the screenshot forwarded, there isn't any irregularity in the spin, it was simply canceled and returned to your balance. Also where did you win those 60€ as the history showing a different balance there?
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3 months ago
Translation
sorry that this screenshot shows that it went back my bet shows that something has happened there. these are nowhere to be seen, neither in history nor in anything, because they were apparently deleted
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3 months ago
Dear latestmusiceverytime,
If the bet says "rollback" it means it was not accepted. You can check the links I provided above to check how to slots work and communicate with servers. Unfortunately, that is not the casino's fault as the technical issues may occur either at the player or the game provider. Basically, what the betting history says that happen.
Is there anything else we could assist you with?
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