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11 days ago I asked to check at this casino the bets on the opal fruit slot for a 2 euro bet bonus not paid the slot went wrong with a non-existent combination on the reels I am attaching screenshots of the bets on opal fruit BGT plus anomalous combination

please give me a hand thank you very much i look forward to you at casino guru

da 11 giorni ho chiesto di verificare a questo casinò le giocate sulla slot opal fruit per un bonus a bet 2 euro non erogato  la slot è andata in errore con una combinazione sui rulli inesistente vi allego screenshot delle giocate su opal fruit BGT piu combinazione anomala

vi prego di darmi una mano grazie mille attendo voi di casinò Guru

Dear dom5801,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward your game history along with any relevant communication to petronela.k@casino.guru?

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.

Meanwhile, please check our article explaining "How slot machines are programmed" and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

Thank you very much, dom5801, for the forwarded screenshots. Do I understand correctly that your winnings are not visible in your game history?

no because the slot went wrong by not paying me the bonus that scatter x5 is added to the bonus paid and never during the game phases it should have given FREE X5 on the screen instead it gave a non-existent combination EE X5 the history does not show any win unfortunately but it should be one of the screenshots that I sent you the spin of the bonus not paid to date assistance always tells me to wait

no perché la slot è andata in errore non erogandomi il bonus quello scatter x5 viene aggiunto a bonus erogato e mai durante le fasi di gioco avrebbe dovuto dare sullo schermo FREE X5 invece ha dato una combinazione inesistente E E X5 la cronologia non riporta nessuna vincita purtroppo ma dovrebbe essere uno degli screenshot che ti ho mandato lo spin del bonus non erogato ad oggi l'assistenza mi dice sempre di aspettare

I'm truly sorry, dom5801, but if the winnings are not visible on the 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 as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Good evening I closed my account despite my vip level 4 after so much money lost they didn't even give me the weekly cash back even though it was my right to receive it in this casino the slots make so many mistakes I don't consider it an honest casino I haven't had one nice experience thank you so much to casino guru for what you do for us players

Buonasera ho chiuso il mio account nonostante il mio livello 4 vip dopo tanti soldi persi non mi hanno dato nemmeno il cash back settimanale nonostante fosse un mio diritto a riceverlo in questo casinò le slot danno tanti errori non lo reputo un casinò onesto non ho avuto una bella esperienza grazie mille a casinò guru per quello che fate per noi giocatori

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.