The player from Brazil had won a substantial prize in the game 'Piggy Tap', but the winnings were not reflected in her account balance. She had requested access to the game logs and for the winnings to be credited to her account. However, she could not provide any supporting evidence such as screenshots or game history. Due to the lack of evidence, we were unable to proceed with the case and had no choice but to reject the complaint.
KTO Casino - Player’s winnings have not been credited to the account.
Amount: 1,100 R$
KTO Casino
Safety Index:HighSafety Index
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8.3
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
11 months ago
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11 months ago
Translation
I won the big prize, but it did not go into my account balance. This slot does not have a history log. I have already requested the game logs and for the balance to appear in my account.
- Game name: Piggy Tap
- Date of incident: 06/01/2024
- Time: 18:32
- Bet amount: 0.05
- Brief description of the incident: I won the Big Prize of about R$1100.00. I smashed the piggy bank, the won amount showed up on the screen, but it was not reflected in my account balance.
Automatic translation:
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11 months ago
Dear crevelari,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to veronika.l@casino.guru? Have you stopped playing right after the incident?
Meanwhile, please check our article explaining "How slot machines are 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,
Veronika
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11 months ago
Translation
Good morning, as I said, it is a slot that has no history. After what happened I didn't play anymore.
date 06/01/24 time 18:32 to 18:34
When I was going to take a photo of the prize I didn't have time, the value is approximately R$1100.00
kto casino does not have a log of games played, I want this log and also the amount in my balance
Automatic translation:
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11 months ago
I'm sorry to inform you that we cannot proceed with your case since we have no evidence of your win in our records. Without any supporting proof, it would be impossible for us to take any action against the casino. As a result, we have no choice but to reject your complaint. We understand your situation and apologize for any inconvenience caused. If you face any issues with this or any other casino in the future, please don't hesitate to contact us. Thank you for your understanding.
Best regards,
Veronika
