SlotsPalace Casino - Player's winnings are not recorded.

Early October I spun and won $10,000AUD on the game It's shark time. When I exited the game and returned to lobby my winnings were not in my account.

I contacted the support centre and provided the information they requested.

The next few days the same thing happened. Same game, same amount.

There wasn't any trace of the wins on my game play. I did manage a screenshot the second time I won.

The casino has been very rude and not very helpful on this situation.

When I've emailed them they said I requested my account closed, and now they are saying my email doesn't match any accounts in their casino. I have since been into my account in the casino, so it's still working.

Dear Silla883,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to veronika.f@casino.guru? Have you stopped playing right after the incident?

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-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 understanding.

Best regards,

Veronika

I've emailed the screenshots and will send through more. I only got a screenshot of the second time I won $10,000. Not the first time.