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  I won €11k playing "9 blazing cash pots megaways" and that money has miraculously disappeared from my balance so I can’t withdraw it. 

Screenshot attached of balance before it disappeared

Dear roms,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that the winnings have not been recorded in your game history?

Have you tried contacting the casino regarding this issue?

Thank you very much in advance for your reply.

Best regards,

Kristina

yes, that’s correct. I went out of the game to withdraw the winnings, and the total had disappeared from my balance. There is also a few hours of time missing from my game history which matched the time in which I won this money. I have contacted the casino and they are still "looking into this matter" I believe they’re stalling.

Thank you for your reply, roms. The games in the casino are programmed to continue even when the connection between the server of the game provider and you is disconnected. If such an event happens, you can see a different result on your screen than on the casino server. If two different results exist, the correct one is the one on the casino server.

Do you happen to have any video recordings or other screenshots of this incident? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

They have contacted me and said that I was apparently playing offline, and on "demo mode" which is quite simply nonsense - they must have logged me out as I didn’t do this, and at no point in the game did it state that I was playing in demo mode. They have said their decision is final and no appeals will be considered. I feel like I’m due some kind of compensation for what is essentially their mistake

Well, playing in demo mode would explain the situation of missing part of the game history. I apologize, but if there is no proof that you actually played these games in real money mode, I am afraid that there is not much we could do.

Nonetheless, I would still like to review your game history as well as the communication between you and the casino, so that we can judge this case correctly.

Thank you for your reply.

there had been no progress on this matter and it seems they aren’t willing to communicate further or offer any compensation. I think unfortunately we can close this matter as they are stating they won’t communicate further on the matter

I understand. I will now close this complaint as per your request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.