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Today, I contacted online support to report an issue while I was playing rounds on the game Book of Fallen. I had a real balance when 3 books appeared, triggering a bonus round. At that moment, an error occurred that logged me out. I refreshed the page, but it returned to the home page, exiting the game page, and required me to log in again. I tried to continue the game, but I couldn't find it. I spent a long time searching until I realized that while I was logged out, the game appeared, but once I logged into my account, it disappeared. I spoke with support, and at that point, I hadn't played any rounds. I explained and provided the history of the last play and requested a link to the game, which I didn't receive. I was advised to continue playing another game as it might return or to contact them again. During these efforts to find the game, I realized that the minimum bet I was playing was 0.20 USD on BOOK OF FALLEN, which I was playing with a real balance; this version has the standard game image but only offers the option to play (no demo option). Meanwhile, the available version showed a different title BOOK OF THE FALLEN, allowing play in demo and real mode, and had a different image from the standard one.

I wasn't at fault; I tried to explain what happened, wanted to continue, but couldn't even with support assistance.

In this attempt to locate the game, I noticed that when playing on the computer, often when going back a page (using the arrow in the upper left corner), it disconnects the user who is logged in. Probably during one of these times, it pulled that game.

Chamei hoje o suporte online relatando um problema aonde estava jogando em rodadas no jogo Book of Fallen, estava com saldo real quando caiu 3 livros dando rodada bônus. Nesse momento deu um erro que deslogou, na hora atualizei a página, mas voltou na pagina inicial saindo da página do jogo e precisou efetuar o login novamente. (Magina fui reto seguir o jogo e não consegui achar o jogo), fiquei muito tempo procurando até perceber que no momento que estava com o usuário desconectado o jogo aparecia mas não consegui jogar pois ao conectar minha conta ele desaparecia. Falei com o suporte, nesse momento não havia jogado nenhuma, expliquei passei o histórico das da última jogada e exigi um link do jogo aonde não obtive, fui aconselhado a continuar jogando outro jogo que poderia voltar ou entrar em contato novamente. Nessas tentativas de encontrar o jogo percebi que o mínimo do que eu estava jogando era 0.20 USD BOOK OF FALLEN, foi nesse o qual estava jogando com saldo real; esse inclusive tem a imagem "padrão" do jogo mas ele aparece somente a opção de jogar (não tem opção demo). Enquanto o que estava aparecendo disponível tinha diferença no título BOOK OF THE FALLEN, esse aparecia pra jogar no modo demo e no real, tinha uma imagem diferente do padrão.

Não tive culpa tentei explicar o acontecido queria continuar mas não consegui nem com auxílio só suporte.

Nessa tentativa de localizar o jogo notei que jogando pelo computador muitas vezes que volta de pagina (na seta no canto superior esquerdo) se desconecta do usuário que está logado. provavelmente numa voltada ele puxou esse jogo

Dear andreiatoniolli,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward your game history to tomas@casino.guru? Please highlight the exact time of the incident.

Please note casinos might remove games that were previously accessible at any time.

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 of unfair losses, 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,

Tomas

Dear andreiatoniolli,

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.