The player from Germany has not received €113 he won in the Eye of Horus power spins feature on February 9, 2025. After being advised to contact support if the winnings were not credited, he has been waiting nearly two months for a response or resolution.
Sportaza Casino - Player's winnings are delayed.
Amount: €113
Sportaza Casino
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Opened
Current status
Waiting for Casino Guru to reply
4d 2h 10m 36s
Case summary
3 days ago
Public
Public
3 days ago
Translation
So I played the game eye of Horus power spins on 09.02.2025
After a while I got into the power spins feature and won €113 during the feature and it wasn't credited to my account. I contacted the live chat directly and they said I should wait 24 hours and if it wasn't credited I should please send an email to support. I've been waiting for the money or an answer from support for almost 2 months.
Automatic translation:
Public
Public
3 days ago
Dear Tobi1220sl,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand, that without any supporting evidence of missing or uncredited winnings, we can’t proceed further with this case as it would be close to impossible to confront the casino.
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.
- Has the casino acknowledged there has been a mistake and the round resulted in a win?
- Do you have a record of the win associated with this particular bet or game round?
- Share screenshots here or send the information to my email at tomas@casino.guru
Thank you very much in advance for your reply.
Best regards,
Tomas
Casino Guru is examining the case
