Royal Reels Casino - Player's winnings lost due to game malfunction.

I had 65 dollars and won 50 then got feature on power of gods madussa and had 2 major symbols a minoir and coins then said malfunction game froze and reloading then spun again done same put me back to lobby and i had no funds ! Went back in and i had 65 dollars i made complaints to support over 30 times and was told on first it Would be resolved in 24 hours and its been over 3 months and over 3 months they keep saying tech team will contact you and cut me off chat and i know someone who had same problem and they were compensated just month ago so theres no waiting period and i suplied all screenshots and history can you help please guru

Dear Sambra,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. The games in the casino are programmed to continue even when the game crashes or the connection between the server of the game provider and you are disconnected. If such an event happens, you can see a different result on your screen than on the casino server. If two different results exist, the correct one is the one on the casino server.

Could you please clarify which result of the bet has been recorded in your game history? Please forward me your game history and bet ID of bets you believe were credited incorrectly.

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

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.

Hi i have sent history but it only shows upto prior of malfunction and casino had message in lobby they were aware of problems with games on the date and said all will be fixed and i know a member with same prob and has been refunded

Thank you for your reply, Sambra. Unfortunately, I have not received any emails from you. Could you please provide any existing supporting evidence so we can proceed with this case?

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.