Stellar Spins Casino - Player's winnings disappeared from his casino balance.

Last night I deposited $150 I played through a few games geting my balance up over $1000 then back down to $740 before starting to play buffalo power 2 from playson, which is my favourite game, I spent just over an hour and managed to bring my balance up to roughly (over) $2500 the game stopped paying as well and I thought I should really withdraw so I hit the return to lobby button, when I was redirected to the lobby I had to sign back in (this has happened before so didn’t think much of it) once signed in my balance was $741.04, I closed the browser signed back in and same thing, I then clicked into another game (lion gem) a placed one bet to see if maybe it would click the balance back over and it didn’t, I contacted support and I got told I never played the game, I screen shot my internet history and there it is inbetween the last game they say they can see me playing and lion gems, buffalo power 2, I sent it through and they ignored it, they told me to look at my activity transactions and that was showing no data so I screenshot that as well and they ignored that to and just kept telling me I hadn’t played the game and there was no missing winning’s, so I emailed them and was like I’m not happy with that response here is my evidence, here’s what happened, explain to me what happened, can I see the transcripts from your side and I just keep getting told I have no missing winnings and they are now ignoring my emails, I’m at the point I just want to know what happened and why they won’t answer any of my questions, the person I’m emailing with stated it wasn’t a game malfunction so if it didn’t malfunction where are my winnings? Why do I keep getting dismissed and told there are no winnings? And why is everything I’m showing them are saying to them being ignored? It feels super dodgy to me, my wife who even saw me playing buffalo power thinks they have deleted the data or something

i made sure to withdraw the $741.04 but to just simply loose the amount I did is actually heartbreaking

Dear jademintern,

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

Do I understand correctly that you played Buffalo Power 2 for more than an hour but there is no evidence of it according to customer support?

Could you please send me the screenshots of your entire gaming history? It should be accessible from your profile.

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

Dear jademintern,

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.

This is what I could access on the night, the activity data wouldn’t load and day I sent it through to customer support as well and they just kept telling me there end says I didn’t play it and I closed the site reopened and it still wouldn’t load and they couldn’t tell me why

After mucking around a bit tonight I managed to get it to load it took me 20mins and it would load then click away I managed to download the complete transaction history that night but it’s all jumbled so I also managed to get screen shots of the time gap between rio gems and lion gems showing there’s and hour gap when you can see in the transactions I played for a fair few hours non stop

The transaction history is to big of a file to download on here is there an email I can send it to?

thank you

Please forward your entire history to veronika.l@casino.guru. However, please bear in mind that without any supporting evidence of you playing the game, it would be close to impossible to confront the casino. Thank you for your understanding.

Dear jademintern,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.