Royal Ace Casino - Player receives incorrect payout from casino game.

i didnt I didn’t get the correct payout for the final game of my bonus round I was playing buffalo mania deluxe on my final spin of my 8 x 8 bonus there were 15 wolves that appeared on the screen they were not calculated into my final total, so I went back in my history and saw that they paid out game without all the wolves, as you can clearly see because all the other positioned numbers and symbols are according to a six wolf payout not a wolf payout

Dear jonathanahowell,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication or screenshots along with your game history to petronela.k@casino.guru? 

Meanwhile, please check our article explaining "How slot machines are 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 cooperation and understanding.

Best regards,

Petronela

as you can clearly see here, the first image is of my gaming history for the final game of my bonus and the second image, I was able to grab a screenshot of what the round actually came up as and as you can see, the corresponding spots are the same, except it does not show which ones turned into wolves

Hi jonathanahowell,

• Have you attempted to communicate this issue directly with the casino? If so, is there any relevant correspondence between you and the casino that could help us better understand the situation? You can send it to my email address at petronela.k@casino.guru.

Thank you.

There isn’t anything specifically I’d like you to discuss with the casino rather if I can get an explanation for what happened with the game as to why there would be two separate versions of what occurred on the Spin one significantly higher in value than the other. It’s such a significant difference that it makes somebody think oh instead of this casino paying me out for that incredible bonus they’re just gonna pretend it didn’t happen and play dumb

Hi jonathanahowell,

I’m sorry, but we typically do not handle cases where players believe their winnings should be different or higher than those calculated and awarded by the system. I recommend reaching out directly to the casino to discuss this matter, possibly including the game provider in the conversation.

I wish I could assist you further. I’m sorry we couldn’t resolve this case for you, but please feel free to contact us if you encounter any issues with other casinos in the future. Due to the reasons mentioned above, I will now proceed to reject this complaint.

Thank you for your understanding.