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Hello all,

I was playing Da Vinci Diamonds Quadruple on the 17th of May for a long time with bet £0.20. After numerous bets, I completed the first progression bar that gives you double items on one icon. This happened around 17:15 or later. After one spin of that event I won a bonus game (this means that during this game , double icons would appear and thus, more winnings) . The bonus game welcomed me and at that time I went for some minutes away. When I returned the game was gone. I loggen in again and I assumed that the game would redirect me to the bonus game I left open. This never happened. I played once or twice just to make sure that the game would give me the bonus. Again ,nothing happened. I contacted the support and they adviced me to delete cookies , clear all the internet windows and restart tha mobile. I did all but still nothing happened. They informed me that they would send the complaint to the team that deals with that matters. The thing is no that when I opened my history to search for my spins , I realised that more than an hour of gambling was missing- like I never played any games for more than an hour- which this is definitely not the case as the bonus game came at the end of this hour ( history missing from around 16:10 until 17:18 pm) and the next spin I could see was the first spin I gambled when I re started the game after the incident occurred. I don't want to be suspicious but I played a long time and it is to wonder why my game history is gone for all that time I basically was trying to hit the progress bar ..

They said they would inform me but I would be very glad to know your opinion as this looks not innocent to me ..

Dear Angeliki,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Do you happen to have some kind of proof so that we could see what happened and that you really won this bonus game, for example, a video recording or screenshot?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru, or alternatively, post it here.

Looking forward to hearing from you.

Best regards,

Kristina

Hi Cristina ,

I only have a screenshot taken when I placed the first or second bet when I re started the game that clearly shows that I hit the first progress bar and the transcript from my chat with the second employee that assisted me. I will email you both. Unfortunately no video was taken.

Thank you for your time and efforts!

Thank you for your reply and email, Angeliki. Do I understand correctly that the missing game history is now visible? Could you please forward the whole game history to my email address (kristina.s@casino.guru)? If possible, please mark the bet where the bonus feature should be activated. Thank you in advance.

Angeliki, I reviewed your screenshots and although I see that one hour of gameplay seems to be missing, I also noticed that this didn't have any impact on your overall balance and it continued as if nothing happened.

Unfortunately, from what you have provided so far it looks like there were no issues, just one hour pause and without any other evidence that you really played during this hour, we are not able to proceed with this complaint.

Nonetheless, I can recommend that you contact the game provider. If there were some issues with your bets, the game provider would be the only one who could provide further information because they keep records of all bets that have been placed.

We would really like to help you, but it is impossible for us this time. Please, do not hesitate to let me know if there is anything else we could help you with, otherwise, we will be forced to close this complaint. Thank you for your understanding.

Dear Angeliki,

We are extending the timer by 7 days. If there is anything else we could help you with, let us know, otherwise, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.