The player from Spain reports an issue while using a bonus at the casino, where she received an unexpected outcome.
Powbet Casino - Player experiences a disputed game outcome.
Amount: ??
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Case opened
Current status
Waiting for Casino Guru to reply
4d 19h 36m 3s
Case summary
2 days ago
Public
Public
3 days ago
Translation
Can someone explain this to me?
What a scam! While playing the bonus, I got 5 totems, and figures kept appearing when only women should have been showing. I exited and re-entered, and it turns out that the last two totems were removed, and I didn't receive any prize.
I was playing at 2 euros. I've never seen this before, and I'm not getting any response 
. They're not sending me the gameplay videos or anything.
Automatic translation:
Public
Public
2 days ago
Dear corbettte,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I am sorry but from a static screenshot and your description of events I am unable to determine how we may assist you.
- What is the outcome you expected?
- Have you incurred any unfair losses as a result of the technical glitch in the game?
- Is the game round identifiable in your gaming history?
- Was the bet accepted or refunded?
Please understand, that without any supporting evidence of unfair losses, we might not proceed with the complaint.
- Could you please forward your game history 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.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Tomas
Casino Guru is examining the case
