MrVegas Casino - Player's winnings and balance disappeared after a game crash.

On July 2, I played 15 coins on Mr. Vegas and eventually won 4320kr. However, after a short while, an error message appeared, indicating the game had crashed. I was logged out of the game and when I logged back in, both my winnings and previous balance had disappeared. Fortunately, I always take a screenshot whenever I win a large sum, so I have image evidence, as well as the time etc. They began investigating the matter around July 5-6 after I contacted them via email. But all I receive in response is that it's still under investigation, even though they've said I'm supposed to get my winnings and earlier balance back in my wallet. I have pictures of this as well!

Should it really take over 25 days for them to pay me my winnings and restore my balance (plus an explanation of what happened)? Best regards, Daniel

Dear aspenbergd,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please send me the screenshots along with your game history and any relevant correspondence from the casino 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.

I am looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Tomas

Thanks for your email.

Could you please advise how the bet was recorded on your game history?

Were you able to play any game rounds after your big win?

Could you please indicate if the win was achieved with your real money deposit?

I'll await your reply.

Dear aspenbergd,

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.