Player has experienced a technical glitch while playing.

I refer to user to the platform and receive the $10 bonus. After 10 or 15 minutes of fishing I had my balance up to about $19 when suddenly the platform lagged and I was momentarily disconnected. When I regained connection I all of a sudden had 30 cents left in my wallet balance When just moments before I had almost 20 and wasn't even playing a game. I immediately went to the website and contacted support and they had a complete paragraph typed out and sent to me within 3 seconds of me telling them what was going on they had supposedly looked over all of my logs and in their system and solve no problem and had time to type a response in less than 5 seconds. Me being the gambler that I am and playing on so many different platforms I asked to see my gameplay history and they are refusing to send me my own game play history they're refusing they ignore the question and now they're telling me that they cannot send a user's confidential information to the user who's information it is I guess. It's all SUUPER FISHY, obviously they're scamming people because if they weren't then sending a user his/her own GAMEPLAY HISTORY should be non issue upon request.

Dear Adema3k6,

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 to petronela.k@casino.guru? Please advise the exact time of the incident.

Meanwhile, please check our article explaining "How slot machines are 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,

Petronela

They refuse to show me my gameplay history and they've made it so that the box to send the transcript of the chat to my email is unselectable, so I took screen shots.

I understand your frustration, Adema3k6, however, have you saved any screenshots of your balance before and after the incident? Could you please advise the exact time when the issue occurred?

It happened literally less then 2 minutes before I contacted support. And no I don't randomly take screen shots of my balance in anticipation of it disappearing for no reason. Support for bitofgold is finally communicating with me. Waiting on their investigation.

I'm happy to hear that the casino started the investigation. Please keep me informed about any further developments. I hope that they will be able to locate the technical glitch or explain what happened with your balance.

Dear Adema3k6,

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, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.