The player from North Rhine-Westphalia had encountered repeated system errors while playing 5 Lions Megaways, which had led to her losing her 60 Euro winnings. The casino's support team had taken three weeks to respond, only to dismiss her complaints and incorrectly claimed that she had won 0.06 Euro. We had requested the player to provide game history or any supporting evidence to validate her claim. However, the player had informed us that she was unable to provide the game history. Without any evidence, we couldn't proceed with the case, and thus, the complaint was rejected.
SpinCity Casino - Player experiences system errors and poor customer service.
Amount: €60
SpinCity Casino
Safety Index:Above averageSafety Index
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7.5
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
8 months ago
Public
Public
9 months ago
Translation
About three weeks ago, after winning 60 euros in a game, I switched to another game and played 5 Lions Megaways with a 0.75 Euro stake. After every spin, there was a system error or internal error. This continued until my 60 Euro balance was spent. Subsequently, I filed a complaint with the support team, which took almost three weeks to respond.
Their response was that this was normal, and claimed that I had received a win of 0.06 Euro. They didn't mention anything about the system error and seemed to be under the impression that everything was fine.
This casino is a real rip-off; they manipulate the whole system and act unreliably 
They currently do not have a license
Automatic translation:
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9 months ago
Dear cennetkusumm,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history in Excel format to nikolas.b@casino.guru? Please advise 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 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.
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8 months ago
Dear cennetkusumm,
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.
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8 months ago
Translation
Unfortunately, I cannot send the game history because there is no game history in my profile on Spincity.
Automatic translation:
Public
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8 months ago
Dear cennetkusumm,
Unfortunately, without any evidence or the game history, there is basically nothing we can do as there is no proof of your claim. Even if the game had an error, the games were probably played and you simply lost your balance.
You can still try to contact the game provider directly but our hands are tied in this case and we will be forced to close the complaint.
Is there anything we could assist you with?
