Slotuna Casino - Player's winnings are confiscated.

After purchasing a bonus buy feature in Gates of Olympus 1000 for 40 euros, I won 81.74 euros. The game got stuck on the 10-11th free spins, which resulted in me refreshing the page. When I logged in again, I had won a total of 81 euros and 74 minutes, which were never credited to my account as real money. Before purchasing the bonus feature, I had 140 euros and 24 minutes. After the end of the bonus feature, I had 100.24, while I had won 81.74, which means that I should have had 181.98 euros in total in my account. After numerous discussions with the casino's live chat and providing all the information they asked for, I have been receiving the same answer for two days now "you will be informed via email". They do not give me any explanation why this technical error occurred and they refuse to give me a time frame within which I will get back the money that I rightfully won. If the issue is not resolved within the next week I will take legal action against Slotuna casino. I am also trying to upload the screenshots I have and the page won't let me.

Dear AggelosK,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

• Could you please forward your game history and any other evidence of uncredited winnings to tomas@casino.guru? Please highlight the exact time of 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 of uncredited winnings, we can’t proceed, 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,

Tomas

Good evening, I am still receiving the same responses from the casino. I have sent the relevant screenshots to you and will upload them here so you can see that 81.74 has been lost.

As you can see, while I am left with 100.24 euros after the 40 euro bonus, I win 81.74 and am left with 100.24. The money was never credited and in the casino history, after buying the 40 buy bonus feature, there is no movement regarding its outcome. Even if I had won 1 euro, there should be a transaction/movement in the history somewhere. I hope my request has been understood and resolved immediately. Otherwise, I will take other measures.

Thanks for the explanation.

Has the casino acknowledged the issue and credited you the winnings since your last post?

If there is any other relevant recent communication between you and the casino, please share it with me at my email at tomas@casino.guru

The casino has acknowledged the problem and has done nothing about it. I have been getting the same response from the support live chat for 10 days now. I am supposed to be notified via email but I have not received any response regarding the issue. They are trying to keep the winnings for themselves.

Will anyone answer about my problem? Two weeks have passed and nothing has happened. What should I do to take legal action?

Thank you very much, AggelosK, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear AggelosK,

We would like to kindly apologize for the delay.

We would kindly request that you remain patient as we endeavour to complete the verification of your missing win report win as soon as possible.

Thank you in advance.

Kind Regards,

Slotuna Casino Team

Dear Slotuna Casino Team,

Thank you for your reply. Could you please provide us with an update?