SlotsPalace Casino - Player complains that she didn’t win anything.

Ich habe an einem Tag diese Summe Geld eingezahlt und der zahlt nichts ! Gar nichts -

ich werde versuchen mein Geld zurück zu bekommen das schwöre ich !

Dear Nicole,

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. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.

Best regards,

Petronela

Dear Nicole,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Nein nein das hat nichts mit Glück Zutun! Nur reine abzocke und dann habt ihr meinen Account auch noch gesperrt!

wenn man 4500 Euro auf eure Seite einzahlt und mit 5-10 Euro Einsatz spielt und mal nach 600 Euro ein freispiel bekommt und dann im Freispiel 300 Euro macht ist das für mich abzocke!

ich werde auf jeder Seite schreiben was ihr für Betrüger seit ich will mein Geld zurück !

Dear Nicole,

Firstly, I’m sure you understand that I don’t work for the SlotsPalace Casino, but as one of the Casino.Guru independent employees and professionals I’m trying to help you to resolve your problem.

Secondly, acknowledge that without supporting evidence such as your game history it is close to impossible to confront the casino. Please forward any supporting evidence to petronela.k@casino.guru at your earliest convenience.

Liebe Petronela,

ich habe denen nun eine email geschrieben, nachdem ich ja nicht in meinen Account komme um die Transaktionen und alle Belege zu sreenshoten, weil sie meinen Account gesperrt haben.

Have you been informed why your account got blocked? Are there any funds being held by the casino?

Nein sie haben mich gesperrt weil ich einen Teil meiner Einzahlung wollte wenn man schon nichts gewinne kann !

Are there any funds being held by the casino, please?

Nochmals nein es gibt keine Gelder nur mein Verlust von 4500 Euro !

ich bekomme von denen keine Nachricht und auch keine Transaktionsnachweise!

was wollen sie nun machen ?

I'm sorry but we can't proceed without any supporting evidence such as your game history.

Please understand that Return to player(RTP) ratio, also called payout ratio is a number that describes what percentage of each bet is statistically returned to a player from each bet (it is not saying what percentage of deposits the player will get back as some people may think). So if someone wagers 1000$ on a game with 90% RTP his expected return is 900. There are some facts about RTP that we would like to highlight.

First of all, this expected return is just a mathematical average. In short, anyone can get very lucky (or unlucky) and get a much bigger (or lesser) return than his expectation. However, if you play for a long time, your real return will be close to the expected return. In mathematics, this is called the law of big numbers. Many people wrongly believe that this means that if someone was very unlucky during some time period that he should get very lucky over the next period of time. Or that if the red number won on roulette ten times in a row, there is a bigger chance that the black one will win next. This is called Gambler's fallacy and it's not true.

Past results have no influence on future results. The law of big numbers is saying that if you get very unlucky in the past you can expect to get average results in the future (you would have the same expectation if you get good or average luck in the past - what happened in the past just doesn't matter in the present). And this average result will give you closer to the average result overall. For example, if red won on roulette 8 times of 10 in the first ten spins and then 5 times of 10 in the next ten spins, it's overall 13 times out of 20 which is much closer to theoretical expectation than 80% wins for red from first ten spins.

If you want to learn more about RTP we recommend you watch our videos about this topic:

https://www.youtube.com/watch?v=s0rVhAZL1-E

https://www.youtube.com/watch?v=s9fzMDzadtA

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Wenn ich leider keine Belege bekomme noch in mein Account kann was bin ich schuld ? Diese Leute wussten was sie

machen wie auch immer ich bekomme

e nichts zurück.

alles gute

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.