The Pokies Casino - Player’s account experienced a technical glitch.

Was playing a game gold express I triggered the free spins then the gold express feature my valve was at 1400 and still climbing I was kicked from the game for 18 days I have not been able to play it and have emailed ect because the money is not in my account due to free spins not completing yet,

the other day however was playing another game and free spins didn’t trigger I was told by tech support to not complain or my access would be disabled and I’d be banned which they have now done I’m owed around 3000 from the free spins. Wins and not being able to access the game to finish it they claimed it was my device or internet even though I sent.a screen recording showing it’s limited to my account only by logging out and into my partner’s account choosing the same game which loaded instantly and I could play using his account this is a joke I’ve lost at estimate 5000 from the games not activating spins when win also the rtp is set at what ever they want because the past 3 weeks I’ve deposited 5000+ and have not won anything at all I’ve asked for game history and got zero history or answers they just ignore me and the issues I can supply photos of errors videos and emails from them

Dear Amzz777,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward your game history 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, we can’t proceed further with this case as it would be close to impossible to confront the casino.

In your last complaint, you indicated similar issues with the casino and didn't wish your posts to stay public. Do you still wish to continue for us to mark your posts as private in this complaint thread?

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Tomas

I have sent through the photos and will forward the emails now to the same email u provided ty

Dear Amzz777,

Thank you for your messages. Please understand the animation on your screen might not necessarily reflect your bets if there are technical difficulties in the system. Without the game history of your bets, it's impossible for us to confront the casino about your winnings.

Are you able to access the game history of the game when the incident happened? Could you please advise if there was any withdrawable balance on your account prior to the casino blocking it?

No sorry I can supply all the conversations. Where I requested this and they didn’t supply it

Dear Amzz777,

Were you able to request game history from the game provider of the games at least?

I requested this and I was told it could not be supplied

I understand, Amzz777. However, please try to understand that without supporting evidence we can't build a case. Please, if you come across any kind of proof, do not hesitate to contact us and we can reopen this complaint anytime. I would advise against depositing and playing in a casino where you cannot request your game history, due to issues such as the one you are describing.

I wish I could be of more help. I’m very sorry we couldn’t assist you to resolve this case, but please do not hesitate to contact us if you run into issues with any online casino in the future. I will now close this complaint. Thank you for your understanding.