Royal Reels Casino - Player’s winnings disappeared due to system issue.

I was playing power of gods madussa i had $65 and won a $50 pay then i got feature and had two major coins minor and more than 100 in regular coins and game froze and it said reload so i refreshed and when game started it wasnt in the feature and said i had zero funds which i refreshed again and it said i had $65 in acount which i had prior to $50 win and into feature!? And there was a message casino put in lobby that they were aware of malfunctions and problems will be resolved ! So i contacted support ( pauline) which i gave screen shots and gistory and she said tech team will investigate and solution whithin 24 hrs so i waited and no reply after 48 hrs i contacted again they cut me off chat ! So i tried every day i spoke to Z support member he followed up and i have tried to get resolution over 54 times and now its been over 3 months and they still said wait!? And its not uncommon for funds to disapeer in royal reels ! Also i know a member who had same issue recently and they were refunded but they havent even gave me an answer as if it was a major jackpot that i won and then disapeered it would be the end of me as i play for the chance to win big ! But i know know that theres a possability of winning but then disapeering just as fast and casino will wipe there hands and turn a blind eye hoping you will forget and keep depositing ! Can u please help guru thankyou

Dear Sambra,

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

Dear Sambra,

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.

The history is only prior to the first game freeze which i hadto reload and then i had a $50 win prior to the big winning feature next press which game froze again mid feature with all big major×2 big coins and when reloaded i had 0 in acc then refreshed my browser and came back to lobby and game was not in feature and funds were back as the same as screen shot i sent

Thankyou guru which support said they can see the games on there tech teams but not on my history

I apologize for the delayed response. Am I correct in understanding that the casino acknowledged a technical glitch and is currently investigating the situation? Are there any relevant communications that could provide further insight into this issue?

Dear Sambra,

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.

Casino has not been investigating this whole time i am now tolf

Casino has not been inveatigating

Could you please forward your game history to petronela.k@casino.guru at your earliest convenience? Please understand that without any supporting evidence that the casino should pay $300 we stand no chance in confronting them. Thank you.

Dear Sambra,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.