Winner Casino MX - Player disputes a prize outcome in a casino game.

In the game of Silver Cash Collect, with a bet of $8.00 and 4 Cash Collect symbols, I received a prize of $400. However, each Cash Collect symbol should multiply the prize, not just sum it once.

I already complained to the casino, and they asked me to specify the exact play, but when I try to find the information, it says it's unavailable.

I gave them a possible date range, but they refuse to resolve this.

Dear Florarmenta71,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to veronika.l@casino.guru? Have you stopped playing right after 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.

Best regards,

Veronika

Dear Florarmenta71,

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.

I have no evidence because the application does NOT give it to me.

Ellis already knows this.

Dear Florarmenta71,

To move forward with your case, it’s essential that we have some form of evidence indicating a possible issue in the game. Our complaint resolution process follows specific steps to ensure we can effectively assist players, and having supporting evidence from your side is a crucial part of that.

If you’re able to provide any screenshots or other documentation, it would help us investigate further and reach out to the casino on your behalf. Without this, we’re unfortunately limited in how we can proceed. The only recommendation in such cases would be to contact the game provider directly. Thank you for your understanding.

Forget it

Thank you

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.