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Good evening,

Here's what transpired on the 12th of February. I was playing a slot game called Santa Fruits, a game I've been playing for a long time. I had this belief that the more I play, the higher the probability of scoring a major win.

So, on that particular day, on that specific slot, I made my usual spin. The game took around 45 seconds to stop spinning, but I could already tell that the symbols were aligned favorably. In this game, the Santa symbols (scatter symbols) are called Wild. It seemed like they were all lining up, which was evident even as the game continued spinning. However, when it finally stopped, it presented four consecutive rows of Wilds. Just as the last row was about to complete the Wild sequence, the game abruptly exited to the main interface, displaying a message saying "this session is already Open".

I logged back in, but the winning sequence wasn't awarded. Naturally, I hoped for a reoccurrence of the same sequence. With whatever I had left to wager, I attempted once more but to no avail. The winning sequence didn't reappear, and none other did. I immediately reported the issue to the casino's technical team.

I was assured a technical analysis. The game's provider also carried out an analysis, but their response remained unchanged - they couldn't find any error. They asked if I took a screenshot. But how was I supposed to know I needed to take a screenshot when the game exited abruptly? Was I supposed to predict an impending major win and subsequent error?

Thank you for your attention. This is a serious issue for any casino and especially for me as a regular customer of 3 years with no previous issues.

Boa noite,

O que aconteceu foi que no dia12.02.24, estava a jogar numa slot chamada Santa Fruits, slot essa que há muito tempo que já jogo nela, porque sempre tive a expectativa se jogar muito na mesma, a possibilidade de sair uma boa sequência aumenta.

Então nesse dia, nessa slot, carreguei normalmente para rodar a jogada, tive cerca de 45 segundos para que ela parasse mas já dava para perceber que tinha os símbolos Wild( que naquele jogo são o Pai Natal) todos juntos, porque quando rodava e não parava dava para perceber. Quando finalmente parou , as 4 primeiras filas tinham tudo wild , quando na última fila estavam a parar os Wild também, sai o jogo para fora , para a parte quando se está a entrar no jogo e aparece a informação: " this session is already Open" . Voltei a entrar, a sequência não foi premiada. Evidentemente tive esperança que voltasse a cair a mesma sequência, joguei o pouco restante que tinha, não voltou a dar , evidente, nem essa nem mais nenhuma e fiz o reporte da situação de imediato

Foi para análise técnica, análise do provedor do jogo, tudo , sempre com a mesma resposta, não encontram erros e se eu tirei screenshot. Como podia tirar screenshot se saiu automaticamente do jogo? Tinha que adivinhar que me ia sair uma grande sequência e que ia dar erro?

Obrigado pela atenção, isto é muito grave para um casino e para um cliente de há 3 anos de lá, que nunca deu problemas

Dear Thegomez,

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.

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,

Tomas

I'm truly sorry, Thegomez, but if only these winnings are recorded in your game history I'm afraid we won't be able to help you. Please understand that we stand no chance of confronting the casino without any supporting evidence.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear Thegomez,

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 more proof, it is impossible for me to demonstrate this fact through a screenshot or history because the end of the play was instantaneous, that is, when the last row was about to stop, that was when it made an error and left the game, that is, it never happened. prize because the last line didn't stop, nor did it give me time to take a screenshot. But anyone who plays knows that with the first four rows only having the wild symbol and the last row also having that symbol, the prize would be large.

That's what I want you to complain to them, you can't blame the provider because I deposit money at the casino, I don't have to know how connections with the various providers are processed, it's very bad

Eu não tenho mais provas, é impossível eu demonstrar esse facto através de screenshot ou de histórico porque o final da jogada foi instantâneo ou seja quando a última fila ia para parar, foi quando deu erro e saiu do jogo, ou seja não chegou a dar prêmio porque a última fila não chegou a parar, nem me deu tempo para tirar screenshot. Mas quem joga sabe que estando as quatro primeiras filas só com o símbolo wild e a última a parar também com esse símbolo, o prémio ia ser avultado.

É isso que pretendo que reclamem com eles, não se pode pôr a culpa no provedor porque eu deposito dinheiro no casino, não tenho que saber como se processam as ligações com os vários provedores, é muito mau

I wish I could be of more help.

If you have the information regarding the specific game round ID you may want to contact the game provider and ask him to investigate yourself.

Without evidence of an unfair loss of funds we can't contact the casino and the complaint will be rejected.

Even though we couldn't help you on the occasion, please do not hesitate to contact us if you run into issues with any online casino in the future.