Parimatch Casino BR - Player has experienced technical glitches while playing.

In the game joker drops before the bonus usually gives a big win. a message appears stating the amount. for example, wrote 19,000 counted 7,000. Casino answer that everything is counted correctly, but for some reason the game was removed from the list .

Translated screenshots from the player:

Dear Andriy575,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward your game history to petronela.k@casino.guru? Please advise 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.

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,

Petronela

No access to game history is blocked. It was 22:00 11.01.22 - 9: 0012.01.22

Translated screenshots from the player:

Translated screenshot from the player:

Dear Andriy575,

I'm sorry but we still didn't receive any supporting evidence that your winnings have been counted incorrectly.

Please understand, that it is very difficult for us to proceed with this case without any proof that would support your allegations. We would like to help you, but it’s impossible for us at this time. 

Please let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint. I really wish I were of more help. Thank you.

And so it is clear that they are cheating. I asked for access to the game history not given. Thought you would help with that. The game was taken away and they admitted that there were problems, that's not enough.

Let them prove me wrong. If everything was fine there they would give access, etc.

Will help with access to the history of the game

I understand, Andriy575, your frustration. However, please try to understand our point of view too. Without any supporting evidence that you were supposed to get a payout greater than the actual received one, it is very difficult for us to proceed with this case.

If you believe that the payout should have been greater try also considering the denomination that you set when playing. It might be confusing from time to time as it creates an illusion that the payout is bigger than it actually is in reality.

Once again, please let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint.

I could not be wrong with the face value because the winnings were not reflected in coins, but in money. All but one round was added correctly. the last round before the bonus game was not taken into account.

Is not proof that the game was removed from the list and it is not available (screenshot that the game is not I dropped). a representative of the casino wrote that the game was taken away for revision. Recognizing the problems with the game, the casino openly cheats in response to my request that all rounds were taken into account correctly. They contradict themselves. Let them give proof that everything is correct. Unlike me, they have access to the history of the game. If this is not enough for you, tell me where else you can go to help understand. For some time now, the casino has openly given a false answer.

Dear Andriy575,

I understand your frustration but please admit that if the game is not available now it doesn't necessarily mean that it has been faulty in the past.

Once again, without supporting evidence it is very difficult for us to proceed with this case. I hope you understand.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

A representative of the casino wrote that the game was taken away for revision. So they admitted that there were problems with the game, but do not want to compensate

Please understand, that it is very difficult for us to proceed with this case without supporting evidence. We would like to help you, but it’s impossible for us at this time. Please, if you come across any kind of proof, do not hesitate to contact us and we can reopen this complaint anytime.

I’m very sorry we couldn’t help you to resolve this case. I will now reject this complaint. Thank you for your understanding.