Casinostugan - プレイヤーはボーナス問題の解決に遅れが生じています。

On 10th March i was playing casino game"Classic fire blaze(Pearls Pearls Pearls). It was 20 kr Spin. Bonus arrived and when i was playing bonus round suddenly during bonus round error occurred and bonus round disappeared. I have proof of that specific spin from my transaction history. But this spin transaction is missing in game history. Bonus was huge. I have written complaint from the very first day but always same answer that we are investigating. I have changed different browsers, deleted cookies but nothing happened. It’s now 9th day since the complaint. Money is also important but bigger concern is the fraud and fairness. Kindly resolve the issue if you can. Thanks

Dear fahijee,

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.

Awaiting your response.

Regards,

Nick

Hi. I have written email to you but you didn’t reply yet. My matter not solved yet by Casino but during last chat with the they said game provider accepted that the game has stuck during the round. After changing the browsers and deleting cookies nothing happened so customer support said to me that we will request the game provider to end the round by their end. Still waiting but i send you the chat screenshot here, Regards

Thank you fahijee for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick