The player from Germany is dissatisfied with the casino’s RTP (Return to Player). We rejected the complaint because the player didn't respond to our messages and questions.
On 01/20/21 I played for several hours, at that time I had € 15,800 and paid an additional € 5,000, but on that day the software was only on loss. With such a large amount you have to win, but the software often hung and when I win I was always thrown out. A little later the page was error so everything crashed. I don't think the slots were working properly. I think the game wasn't fair. Several times I asked to examine my profile, what it can be like not to be able to get a profit in so many hours with so much money.
Dear Zsanett,
Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about the Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.
If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.
Best regards,
Kristina