The player from the US is dissatisfied with the casino’s RTP (Return to Player). We rejected the complaint because the player didn't respond to our messages and questions.
I have deposited around a total of $10000. The casino often ends the Blackjack game on a 21. Often time the game freezes leaving me to believe they are figuring out which cards to put in. Every time I use a bonus it never rolls over.
Dear Brandon,
Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.
If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do.
Best regards,
Kristina