Vulkan Vegas Casino - プレーヤーの賞金の賭け金が入金されませんでした。

I put the amount in dispute on the form with a random value.

Because I don't know what the prize will be with the round I won.

I placed a bet on fruits land and got a bonus in the round..

Then the game crashed and I didn't receive my prize.

I made 4 complaints already and they still haven't resolved it, it's been two days..

Coloquei o valor do montante em disputa no formulário com um valor aleatório.

Pois não sei qual será a premiação com a rodada que ganhei.

Fiz uma aposta no fruits land e ganhei bônus na rodada..

Em seguida o jogo travou e não recebi meu prêmio.

Fiz 4 reclamações já e ainda não resolveram, já fazem dois dias..

Dear Lucasleis,

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.

I got a reply via the casino chat.

They apologized for the inconvenience and gave me ten bonus rounds...

An unfair result...

I will close my casino account

Me deram uma resposta pelo chat do casino.

Pediram desculpa pelo transtorno e me deram dez rodadas de bônus ...

Um resultado injusto...

Vou encerrar a minha conta no casino

Dear Lucasleis,

Can we consider the complaint as finished or do you require our assistance in anything else?

Dear Lucasleis,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.