Wild Casino - Player’s winnings have not been credited.

Won on a bonus round all ladies with big block and notes across board . Says I won that amount , am greeted with a congratulation screen stating that amount. However I can’t review history because of a null screen from the get go. Casino keeps disconnecting chat. Was told I would receive an email, and never did . So three days later I contacted again, and am being told that no such record exists. Although when I go into that game lucky ladies the start creep is congratulating me as well as saying money won at top of screen is 24000.6 usd. I figured it never went to balance because it had to be reviewed as in a real casino, however I couldn’t view any history my self which is fishy. Come to find out they are claiming it is not legit. So they are refusing to pay anything out , but it still shows that win upon my entry to the game.

Dear Jeffrey,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your winnings have not been credited to your player's account and they seem to be "stuck" in the game? Have you accumulated your winnings with or without an active bonus?

Would you be so kind and send me all the relevant communication between you and the casino so we can gather as much information as possible about the case? My email address is kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Yes winnings haven’t been credited , and through countless live chats , and disconnects , I told them, and informed them that it is still showing up on the game screen when I enter the game. Game history isn’t available and I keep getting the null screen . My opinion is that they can’t admit the winning, and they hide the history, but it still showing on the winning screen and the congratulatory pop up. No amount has been credited . The winnings weren’t on a bonus , however came during a bonus round of spins . If u need anything more just let me know.thanks a million!

Thank you very much Jeffrey for your reply. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Jeffrey.

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case in this situation.

Dear casino representative, could you please explain to us what exactly happened?

Good afternoon, I have checked with the Department in charge , and they have responded with all details and the conclusion that player was contacted on 12/27 with the details and there was a successful payment of a 106$. No adjustements or refunds were applicable.

Please let us know if there is any other questions/comments.

wildcasino.ag Rep

Matej, I sent some relevant items to your email address. I have a few more u might like to see. Let me know if you need/want them.

thanks ,

Jeff

Hello Jeff.

Could you please forward me the casino response from 12/27?

Thanks.

Hello Jeff.

From all the info, it looks like there is a difference between your local result in the game and server results. However, it is unclear why the game history is missing and why your game is still showing the error/winning screen.

Because we don't have access to the game provider data, I would recommend you contact the casino regulator; however, it is Panama - so hard to say if they even respond.

Dear casino representative, could you somehow explain why game logs are missing?

Good evening, for this specific issue, there was already a resolution in place. Im going to contact back the departament in charge and ask for the logs. When having a response, I will contact back.

Good afternoon, the department in charge is working on getting the logs and as soon as they have it, will be in contact with the player.

WildCasino Support

Received logs , appear to be nothing more than what they want it to be. So they have erased the winning screen as well . No solution from my stand point , as I experimented with a few other games recently, none of the game history ever appears. This is not a one off. I had an issue with depositing there a while back and couldn’t get ahold of deposit history as they charged me , for money that wasn’t received in the account. The solution was… you should know how much u deposit, I did know, that’s how I caught it. So with that, it is my belief that this casino is crooked, and unwilling to pay on big wins. Think of it this way … in Vegas , u win big, and they have to verify and do a hand payout. Here I believe it’s probably the same, it took them that long, to get back with the alleged history , that should’ve been accessible to me instantly, and wasn’t . And that leads me to believe that they adjusted the history, to their likings, and swept it all away. I still have no history logs on any game played there . So beware of the unfairness here , as they will scheme their way out of any big win.!!! Garbage…

Dear Jeffrey.

Here is a scheme of how casino games work:

The results that the casino sent you are probably from the game server.

If, during step 10, the connection between the game server and the client (you) is lost. The game on your side ends with a random result. (in this case with a huge win) After the reconnection, there should be synchronization with the casino server and balance correction. In this case, it causes a problem because probably because of the winning screen. (did you try to delete cookies?) However, in every casino, there is a rule that in case that player and casino has different results about some round, the result on the game server is the correct one.

Hence I do not believe that the casino somehow tricked you. They actually can't do it because they have no access to the game provider's server.

I just don’t believe that I can’t have access to my own game history, as I do when I play elsewhere. Whatever their problem is with whatever server , not my deal. I saw the win which is up to 1500x , and had ladies across the board , how they don’t allow game history to be viewed , and let me tell you , what was sent didn’t look like any game history I’ve viewed before. How am I supposed to trust that? It’s too shady that I have nothing to back myself up on my end, like my game history, they don’t even offer acct deposit history. So I’ll just take the loss, but I’m telling you, it’s not right … going off their word, and supposed game history that could’ve easily , and did look to be easily thought up and construed to look like what they want it to. Terribly disappointed , and I don’t have a choice but to be! Thx guru I’m sorry I wasted your time,

The problem here is that for regulated casinos, manipulating somehow the game output is a near-impossible task.

So another logical option would be to contact the casino licensing authority (Panama - I don't think they will bother to answer to you) or directly the game provider - you need to have a time + date and game round. But if you tell them that you got a 24k winning at (time+date) on this slot they can check it. 

Unfortunatelly what happened to you is a common situation for people who were disconnected during a game session. 

However, I believe that in every casino you should have access to your game history to be at least able to check it by yourself.

Good afternoon, according to the Departament in charge (Fraud and complains department), the information (logs) were retrieved from the server, there is no way to manipulate that and is our obligation too. We are truly sorry that the outcome hasnt been the expected.

WildCasino Rep

Dear wild casino representative,

Could you please send me Jeffrey's game log? (matej@casino.guru)

Thanks.

Information (logs) have been sent.

Wild Casino Representative.

Could you please recheck it? So far, I didn't receive an email from you.

Dear casino representative;

I checked it with our IT guys, and I didn't receive any email from you.

(Maybe you send it to the wrong email address)

Would you be so lovely as upload the game log somewhere on the internet and paste here the link - I will download the file and then delete the link.

Thanks.

Hello Jeff.

After we checked the game log from the casino, we believe that the problem might be caused by disconnection during your game round.

In this case, the correct result is the one on the server-side in every casino.

We are rejecting this complaint based on the comments above. We examined the game log provided by the Wild Casino Representative, and we didn't find anything suspicious there.

Jeff, if you still believe that the casino cheated you somehow, I recommend you contact the licensing authority.