Juega En Línea Casino - Player's withdrawal has not been processed.

On March 21, 2023, approximately 11 pm, I was playing a slot machine that I always play, it gave me 15 free spins and a prize of 1500,000, I went to the withdrawals to get my prize, I was able to make the withdrawal and the Play Online page had an inconvenience of approximately half an hour, not being able to enter to continue playing, through Google I managed to enter support and I was able to communicate with a person to whom I explained the inconvenience and the answer he gave me was that All the prizes won at that time should not have problems paying them, but for the hour, it would be deposited to me the next day, I have the screenshot of my prize and my withdrawal, and I have already spoken with about 7 people and they tell me that It does not appear reflected anywhere, I sent them the photo of my withdrawal, where it says that it was done correctly, they do not want to give me a solution or an answer, and when I have had a deposit problem, they solve it immediately, I hope to get some response ult, what I have deposited to them is not a small thing so that now they do not recognize this tremendous prize that I won, it is the first time that I have had this problem, and how strange, just with such a high amount for them, if the page presented problems in At that moment, it is not our fault as users, we deserve respect, and by not recognizing what I am sending them in images I feel overwhelmed, I hope they answer me soon, since they only evade my questions and requirements, have a good time late

Dear Patita5,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you are not able to access your casino account?

Also, do I understand correctly that the casino informed you that they do not see that you accumulated any winnings?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Good morning, Kristina, today I can enter the casino without problems, the night I won, they had a problem, a crash in the system, they could not enter for about half an hour, and now the answer they give me is that my The prize does not appear to me reflected anywhere, since the slot machine I always play on gave me 15 free spins and as a result of that, a prize of 1,500,000, and the response I receive from them is that it does not appear to me reflected by any side, according to my records, I had never won that amount, therefore I have no way of having a photo like this, I hope they respond as quickly as they do when I have had problems with a deposit in their favor to play, that they solve it in 5 minutes, I felt out of sorts and I feel that what they are doing is disrespectful, because if the problem was caused by the crash of their system, I feel that it is not our fault as users, I hope they can help me help, thank you very much

Hello, still no news about my case???

Play Online does not give me any answer, they just tell me that my prize does not appear anywhere, I want to know what this is about please, it would be very unfair if I lost this prize since I have been playing and depositing on that page for a long time, many thank you

Thank you for your reply, Patita5. I would like to ask you to 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.

The games in the casino are programmed to continue even when the connection between the server of the game provider and you is disconnected. If such an event happens, you can see a different result on your screen than on the casino server and by the game provider.

If two different results exist, the correct one is the one on the casino server. In the case that round is not finished or crashed - all bets are void.

I am afraid that if the result of your bet is not recorded anywhere and you do not see it in your game history, there is not much we could do here.

What a pity, because I am very sure that if the victim had been the Play Online page, they will solve it in 1 minute as they do when you make a deposit and it does not appear, in short, nothing to do, in the end you are responsible to trust these pages that now I realize that the only thing they do is win and they do not care about the user at all, thanks for the answer anyway, have a good afternoon

I understand your point of view, but as I said, the correct result of the bet is always recorded by the game provider. You can always contact them and maybe they will be able to provide you with further information, but from our standpoint, there is not much more we could do. We would really like to help, but it is impossible for us this time.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.