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Hi, I should have gotten more money than I got from the winnings as each win has landed on a bonus section. Instead, I got the winnings without any bonus, the bonus is usually twice as large as the original prize sum, such as 12x with bonus should give 30x, but I have received only 12x, you can see it on all screenshots, I also did not get any bonus as landed on number x24 with 25 euros, where I got the same again x16 but instead would be x50, I have all the screenshots. Hope you can help me!

Hej , jag borde fått mer pengar än vad jag fick från vinsterna då varje vinst har landat på en bonus section. Istället fick jag vinsterna utan någon bonus, bonusen är oftast dubbelt så stor som originala pris summan, som ex 12x med bonus skall ge 30x , men jag har fått bara 12x , ni kan se det på samtliga screenshots, jag fick även inte än bonus som landade på nummer x24 med 25 euro, där fick jag samma igen X16 men istället skulle vara x50 , jag har alla screenshots. Hoppas ni kan hjälpa mig!

Dear Mash92,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your winnings have not been credited correctly?

Could you please clarify the dispute value (13,000 kr)? What does this amount represent?

Have you tried contacting the casino regarding this issue?

Thank you very much in advance for your reply.

Best regards,

Kristina

Yes I have. There are 4-5 different times where the bonus has not been paid out but only the original amount. Example if the bonus is at number 12 then an amount of 30x must be paid but only the original bellopet of 12x has been paid.

The game is called "music wheel". Here are a few times that I have managed to screenshot, other times have also been when I hit 24x with bonuses that would have paid over 50x but I only got 24x. Look at the pictures and you will understand. Or check out the played "music wheel"

Ja det har jag. Det är 4-5 olika gånger där bonusen inte har betalts ut utan bara original beloppet. Exempel ifall bonusen är på nummer 12 så ska ett belopp på 30x betalas utan det har bara betalats original bellopet på 12x.

Spelet heter "music wheel" . Här är några gånger som jag har lyckats screenshota , andra gånger har även varit när jag träffar 24x med bonus som skulle betalat över 50x men jag fick endast 24x. Kolla på bilderna så förstår du. Eller kolla på spelat "music wheel"

Excuse me it should be 25x when the bonus is 12x not 30x.

I would get 25x4 = 200 usd but only got 100 usd twice, once on when it landed on number 16 I only got the original bellopet on 16x when I would get 40x when the bonus was there and once on number 12 where I only got 12x when the bonus was there but I would get 25x.

Ursäkta mig det ska vara 25x på när bonusen är på 12x inte 30x.

jag skulle fått 25x4 = 200 usd men fick bara 100 usd två gånger , en gång på när den landade på nummer 16 fick jag bara original bellopet på 16x när jag skulle fått 40x när bonusen var där och en gång på nummer 12 där jag bara fick 12x när bonusen var där utan jag skulle fått 25x.

you can even see that the provider in this section tells that i bet on number 16x with 25 usd and the bonus section was 16 but i got paid 400 usd when with the bonus section i should be paid over 900 usd. The same thing with number 12 , hope you understand , if you Watch the game you Would understand , so i have only been paid the original win not with bonus

this is what the casino says, so they know it's wrong but they can not do anything?

det här säger casinot , så dom vet det är fel men dom kan inte göra något?

Am still wating for a answar thanks

Thank you for your reply, Mash92. Please understand that there is a very small chance that the system calculated your winnings incorrectly. The casino has no influence on this. If you feel like the game is not working correctly, the first thing I would recommend is that you do not continue playing it. Moreover, you can always contact the game provider to find more information about the game and if the results are correct, but in general, this is not something we could help you with.

Please, let me know if there is anything else I could do for you, otherwise, I am afraid I will be forced to close this complaint. Thank you for your understanding.

There was a mistake in the game I sent all the evidence.

Det var fel på spelt jag har skickat alla bevis.

that was what I got for reply, but my number flashed as you can see in the pictures I have sent.

det var vad jag fick för svar , men mitt nummer blinkade som ni kan se på bilderna jag har skickat.

as you can see the numbers are flashing.

som du kan se blinkar nummerna.

Mash92, as I said we are not in a position to claim that the game is not working properly. You received an explanation from the casino and from the game provider and it seems that this is how the game works. I am sorry, but we are not able to help you further in this case.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.