The player from the United Kingdom had encountered an error message during gameplay at an online casino, which resulted in a loss of approximately £32. He had contacted the casino's support team, who were awaiting a response from the game provider. The player had submitted his complaint to us and had provided screenshots as evidence. However, we found the screenshots inconclusive due to their random time frames and lack of context. We had advised the player to contact the game provider directly or the casino's licensing authorities, as they had access to the system. Due to the lack of substantial evidence, we had to reject the complaint.
Videoslots Casino - Player's game error causing loss of funds.
Amount: £10
Videoslots Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
5 months ago
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6 months ago
my problem is that a few months ago I paid money to this casino and on the day I played I received money for playing w dana gre nagrode WELL OF JACKPOTwylosowalem 75 free spin .While performing the last 75 ROTATION I received the message "error" contact support. So I did! I warn you that I do not have a screenshot of this incident that caused the error I had saved about £32 then I'm being insulted all the time and my case hasn't been resolved yet because now they're waiting for the game provider to respond..... I will send you a screenshot of the conversation with them Can you help me recover this approximately £32? HAVE A NICE DAY
Michal W****
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6 months ago
Dear kowniak83,
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.
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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6 months ago
Hello no problem I send any documents on mail what You write 💪 today I speak with videoslots.com live chat and said the same it's still no answer about my problem Thanks can I send screenshot when I played name game on this game ? Because I can't pdf history take on my phone
Hello I have litte updated
Thise screenshot is do it few hours ago
It's date and name thise game where I have 75free spin but now I wont do it more screenshot
And not find more tihise game 😒 😏
they obviously deleted everything else so that I wouldn't have any evidence, I'll send more photos to adees the email address you gave me they are clearly cheating on me at this point
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6 months ago
Hello no problem I send any documents on mail what You write 💪 today I speak with videoslots.com live chat and said the same it's still no answer about my problem Thanks can I send screenshot when I played name game on this game ? Because I can't pdf history take on my phone
Hello I have litte updated
Thise screenshot is do it few hours ago
It's date and name thise game where I have 75free spin but now I wont do it more screenshot
And not find more tihise game 😒 😏
they obviously deleted everything else so that I wouldn't have any evidence, I'll send more photos to adees the email address you gave me they are clearly cheating on me at this point
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6 months ago
Hello sdmr2426,
Unfortunately if there is not a single evidence of having such spins there is hardly anything we can do. Also please keep in mind that delaying free rounds within the game can be against the casino terms especially if you had any active bonus during your session.
I would recommend to contact the game provider directly to find out if there's been any error in the logs.
Please forward any kind of evidence that you had an error or spins saved in the game otherwise we will be forced to close the complaint due lack of evidence.
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6 months ago
Hello Nick I'm posting a screenshot again, I just played this game! Please also read my previous entries, everything is nicely described there I also sent live chat conversations to the email address provided by your friend
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5 months ago
Hello sdmr2426,
As stated previously, these screenshots are not relevant evidence as they are completely random with different time frames and gives no context at all. If an error occurred, and the game is not on the betting history, it means it did not happen.
I'm really sorry but it would be impossible to move forward based on the information provided so far. I would definitely recommend you to contact the game provider directly or the licensing authorities of the casino as they have access to their system.
Meanwhile, we will be forced to reject the complaint.
Best regards,
Nick
