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I was playing the game when I hit a win of $50 with a bonus multiplier of 100, giving me a total win of $5,000. My account showed me having the $5,000 and 50,000 credits (10 credits per dollar). Ten minutes later my account was wiped and there supposedly is no record of my win. Of course, in my excitement I took a screenshot to share with friends which shows the server time at 8:35. The second screenshot with server time 8:46 shows the win wiped out. Despite numbers us attempts to work with the casino and customer service representatives, they refuse to even acknowledge the screenshots were sent. I asked for transaction history from their end as well as error logs related to the time frame and received nothing. I asked to be escalated to a senior manager and the near instant replies stopped. This casino is trying to rob me of my winnings and simply repeats "we don’t see it" despite me showing definitive proof that it happened.

Dear akessler88,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. This is indeed a very suspicious situation. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you had an active bonus? Also, do I understand correctly that you don't have the option to check your game history in the casino account?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello Kristina,

Thank you so much for taking on my complaint. To clarify, I was not playing with advanced bonus or active bonus funds. This was a standard game played with my deposited funds, and the bonus multiplier was a result of hitting three like items in a specific round.

With regards to the transaction history, it is available; however, it does not list the big win transaction. I requested the casino provide the backend logs and error/audit logs from their servers and they responded with a need for all of my personally identifiable information (name, DOB, address, email, phone, etc.) before anything would be provided. I don’t see how any of that is relevant because it was not provided at any time before this issue. My concern is the system through an error anywhere in the network between my phone and their central application and database servers so the win wasn’t logged. Fortunately, I took a screenshot out of excitement because how often does anyone really win $5,000.

I’ll attach the email communications for your reference. Thanks again for your help. I’m optimistic this will come to a favorable conclusion with you driving the initiative.

Sincerely,

Adam

Thank you very much, akessler88, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

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. Based on this article, I would like to emphasize that if the casino proves that you did not win anything from this bet, we will not be able to help further.

Hi akessler88,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite GoodMan Casino to the conversation to participate in the resolution of this complaint.

Thank you so much for your help through this. I was feeling optimistic up until your last reply. if all the casino has to do is say they have no record of what my screen shots prove happened actually did happen then I don’t see how this can possibly end in my favor or anyone else’s that this might happen to. thank you for your help and I will try to remain optimistic.

Hello CasinoGuru Team and akessler88, 

We would be happy to help you resolve this situation.

Firstly, we would like to inform you that after the player's appeal to the live chat, several described rounds have been transferred for additional verification to the game provider. The provider checked everything and reported that neither in one of these rounds nor during the entire game session, the player didn't win a bonus.

Secondly, the screenshot that the player sent is what you see when you open the game. In other words, the player opened a demo version of the game on the site that shows a fixed amount of EUR 5,000 for all players. Additionally, the only currency in the player's account is USD, not EUR.

Summing up all the details, we believe that this complaint should be marked as resolved as it is completely inappropriate and damages our reputation. 

Best regards,

Goodman Casino team

Thank you Goodman Casino team for the explanation.

Dear akessler88,

If the casino's statement that you played with a demo account is correct, I'm afraid I won't be able to help you. Demo accounts are used for testing the casino's games, you can't really win anything.

Dear akessler88,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.