Nalu Casino - Player's complaint about game malfunction.

I am writing to seek your assistance in resolving an issue with Nalu Casino where I have been experiencing significant problems with one of their slot games, Leprechaun Riches. Despite raising my concerns directly with the casino, I have not received a satisfactory resolution and I believe the situation warrants further investigation.

Here are the details of my complaint:

1. Game Performance Issues:

Since Thursday, 2nd January, the Leprechaun Riches slot game has been performing abnormally.

Specifically The spins are taking approximately 5 seconds to complete, which is far slower than usual.

I have collected evidence, including video recordings, that demonstrate how slow the game is running.

I have tried resolving the issue on my end by testing the game on four different devices, multiple networks, and even clearing my browser cache and data history. None of these attempts have resolved the problem.

2. Functionality Concerns:

As a Megaways slot, the game should break away matching symbols and replace them with new ones.

However: Since 2nd January, the game has lost its momentum, and the mechanics seem disrupted.

Free spins have become unusually rare, and when I do receive them, the winnings are much lower than what I have previously experienced.

3. Financial Impact: Between Thursday, 2nd January, and the time of this complaint, I have deposited £840 on the platform. Initially, I thought I might just be experiencing a streak of bad luck, which is always a possibility when playing slots. However after continuing to deposit and play, I realised that this was not a matter of luck—the game itself is clearly not functioning correctly.

4. Casino’s Response: I raised my concerns with Nalu Casino shortly after noticing these issues. However I was told the game is "fine." As an experienced slot player, I strongly disagree with this assessment and feel the casino has not adequately addressed my concerns.

My Request:

I am requesting the following:

A full refund of the £840 I deposited since Thursday, 2nd January, as the game was not functioning correctly.

A thorough investigation into the performance of the Leprechaun Riches slot game to ensure it is functioning as intended.

I am happy to provide the evidence I have gathered, including recordings that clearly show the slow performance of the game and screenshots of the low winnings from free spins.

I hope you can help mediate this issue, as I feel my concerns are being dismissed by the casino.

Dear Lozzag1982,

Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.

Additionally, the spin speed has nothing to do with the casino and I would advise rather to contact the game provider or simply play a different game.

Such issue gives zero reasons for any kind of refund as you simply lost the money as you would lose it in any other game.

If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.

Best regards,

Nick

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Dear Nick,

Thank you for your response. While I understand your points, I want to clarify some ongoing issues with my account that are affecting my experience.

Since the exact same time the Leprechaun Riches slot game started malfunctioning, my whole account has been playing up. Specifically, the automatic cashback that is usually applied every morning at 10 a.m. has stopped working. Instead, it has had to be manually applied by your team each day and today I haven’t received any today. This timing feels highly unusual and coincidental and I would appreciate clarification on whether there could be an underlying issue or block on my account.

I understand that spin speed is a matter for the game provider, but the problems I am describing are not limited to gameplay—they extend to the functionality of my account and the cashback system. These issues have raised concerns for me about whether everything is operating as it should.

I’d appreciate it if you could investigate this further and let me know if there’s anything I need to do on my end. Thank you for your time, and I look forward to your response.

Kind regards,

Lauren

Dear Lozzag1982,

Thank you for your message.

As the only change appears to be the method of claiming the bonus—from automatic to manual—there is, unfortunately, nothing further to investigate. We could only intervene if the casino refused to release a legitimate balance.

Please note that bonuses are typically offered as a goodwill gesture by the casino, and they reserve the right to deny bonuses to players at their discretion, without providing a specific reason. This is entirely within their policies, and, unfortunately, not something we can influence.

If there’s anything else we can assist you with, please don’t hesitate to let us know.

Best regards,

Nick

Hi Nick,

Thank you for your message and for taking the time to look into this for me. I really appreciate your efforts to provide clarity on the situation and to explain the casino's policies.

While it’s disappointing to hear that there’s nothing further to investigate, I completely understand your position and the limitations in these circumstances. Your assistance and transparency throughout this process mean a lot, and I’m grateful for your help.

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.