Las Atlantis Casino - Player’s winnings were not credited.

There is a game called Alice run. I played and won $10 on a $0.10 bet but it never paid me. I contacted support and they told me the game is working fine and that I lost. I explained that I had won $10 but it never showed on my balance. Support tells me to read the game rules which I did multiple times and it shows different ways on how to win. It shows that if you fall between the gap it’s a loss. I fell between the gap 2 times meaning I bet on the game twice but when you go to the history it shows a long list of lost bets. I told support that the rules explains how to play but I still didn’t understand how to cash out a win. I even found a YouTube video that shows a demo of the game and even the demo doesn’t show how to win. It shows the gameplay and during the game the balance just goes down. They offered me a $10 bonus then a $20 bonus and I told them I don’t want any bonuses because I don’t like the ridiculous play through. After a while of me questioning support on how exactly do I cash out a win they just stopped responding. I tried to email the transcripts multiple times and it never sent and I never received it. So I copied the conversation and pasted it to my notepad. There’s something very suspicious going on with this casino

Dear 333joed,

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" 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,

Veronika

Dear 333joed,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.