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Good evening

On March 5th at 12:34 I had a win on a spin in the Lucky Penny game from the provider 3 OAKS.

The win was on a spin and was x1158 at €0.2

I am also uploading the relevant image.

As you can see in the picture, I had entered a tournament and when I re-entered the game after 2-3 days, I had won a prize of €20.

The problem is that as soon as I went to press the prize, the game closed and when I went to re-enter it gave me an error.

Since then I can't enter the game. It keeps giving the same error.

I've tried on a computer and a mobile phone and nothing has changed.

Also, the casino has deleted this win from my history and it does not appear in my account.

I have contacted the casino and they have not given me an honest answer and do not want to give me a solution.

Καλησπέρα

Στις 5 Μαρτίου και ώρα 12.34 είχα κάνει μια νίκη σε σπιν στο παιχνίδι Lucky Penny από τον παροχο 3 OAKS.

Η νίκη ήταν σε σπιν και ήταν x1158 στα 0.2€

Ανεβάζω και την σχετική εικόνα.

Όπως φαίνεται στην εικόνα είχα μπει σε τουρνουά και όταν μπήκα ξανά στο παιχνίδι μετά 2-3 μέρες,είχα κερδίσει ένα έπαθλο των 20€.

Το πρόβλημα είναι ότι μόλις πήγα να πατήσω το έπαθλο,το παιχνίδι έκλεισε και όταν πήγα να ξαναμπώ μου έβγαζε ένα σφάλμα.

Από τότε δεν μπορώ να μπω στο παιχνιδι.Βγαζει συνέχεια το ίδιο σφάλμα.

Έχω δοκίμασει από υπολογιστή και από κινητό και δεν έχει αλλάξει κάτι.

Επίσης το casino έχει διαγράψει από το ιστορικό μου την νίκη αυτή και δεν φαίνεται στο λογαριασμό μου.

Έχω επικοινωνήσει με το καζίνο και δεν μου έχουν δώσει μια ειλικρινή απάντηση και δεν θέλουν να μου δώσουν μια λύση.

Hello Xronis33,

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 as I do not see any uploaded documents here? 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

Unfortunately, Niko doesn't have the win in my history as it has been deleted.

Νικο δυστυχως στο ιστορικο μου δεν υπαρχει η νικη καθως εχει διαγραφει.

Dear Xronis33,

I hope you are doing well.

Unfortunately, a screenshot is not considered valid evidence to confirm a win. If the bet does not appear in your betting history, it is possible that the bet was never placed. Please review the previously shared link for more details on how slot machines function.

Such situations are often caused by connection issues or technical problems on the game provider’s side. However, without concrete evidence, it is impossible to verify whether the win actually occurred.

You may consider reaching out to the game provider directly, as they should have a log of all bets placed within a specific game.

Please let us know if there is anything else we can assist you with.

Best regards,

Nick

Dear Xronis33,

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.

Good evening

They charged me the amount of €20.

They also unlocked the game for me.

But I don't know if the report I made here helped.

Καλησπέρα

Μου βάλανε το ποσό των 20€.

Επίσης μου ξεκλείδωσαν το παιχνίδι.

Δεν ξέρω όμως εάν η αναφορά που έκανα εδώ βοήθησε

Dear Xronis33,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Nick Bacon

Casino.Guru