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Hello everyone,

On November 9, 2024, I played the slot Take 5 RHFP by Gamomat at the casino in the evening. During the game, 15 euros were unexpectedly deducted from my account balance. Naturally, I noticed this after losing with the ladder feature and realizing that 15 euros were missing from my balance. I contacted the chat for assistance, but they dismissed it, suggesting I simply lost the money. However, the game transactions from that day and the recordings from Take 5 RHFP clearly indicate that the casino's claims are false. Although it's just 15 euros, it really bothers me that I am being cheated, especially when it seems to be a problem with the casino's software or something similar. I’m happy to provide evidence and ask for support, as the customer service is truly terrible and did not even review game recordings despite my request.

Hallo zusammen,

am 9.11.2024, hab ich Abends beim slot Take 5 Rhfp von gamomat im casino gespielt. Im Verlauf des spiels wurden 15 euro meines Guthabens einfach entfernt, mir ist das natürlich aufgefallen, dass nachdem ich mit der Leiter verloren habe 15 Euro von meinem Guthaben gefehlt haben. Daraufhin hab ich den Chat involviert, hier wurde ich ins lächerliche gezogen, dass ich einfch das geld verloren hätte. Spieltransaktionen vom Tag sowie die Aufzeichnungen von Take 5 RHFP zeigen eindeutig, dass Aussagen des Casinos gelogen sind. Es sind nur 15 Euro, jedoch stört es mich sehr, dass ich betrogen werde, obwohl dies anscheinend ein Problem des Casinos ist bzgl. software etc. Ich liefere ihnen die Beweise gerne u. bitte um Unterstützung, da der Support einfach katastrophal ist, und sich trotz bitte die spielaufnahmen nicht anschauen wollte.

Hello juergenmustafa1992,

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.

Regards,

Nick

Hello, I sent the documents by email, read them and understand how it works, but that's exactly why you expect support to help instead of shirking responsibility. Thank you for your help.

Hallo Unterlagen habe ich per Email zugeschickt, habe es gelesen und verstehe wie es funktioniert, aber gerade deswegen erwartet man von einem Support Abhilfe. Anstatt sich vor der Verantwortung zu drücken. Vielen Dank für eure abhilfe

Hello juergenmustafa1992,

The screenshots provided are somehow not visible in the e-mail. Can you please resend it again and send the screenshots as attachments instead?

Regards,

Nick

Dear juergenmustafa1992,

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.