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Hi on Friday evening around 21h33 I was playing Cash Ultimate. Got 3 icons which blocks and starts the not free free feature. Every icon closing a block gives a multiply. 3 icons equals 2x. First I won R500 with 18 closed block 18= 1000x no problem got my winnings. Play again got 16 closed blocks 16 = 250x stake of r0.50. What happened next change my possible bug win. The game got stuck. I reported it and it took them from 21h44 Friday evening till Sunday evening after 11h to fix. Could play all other games but not Cash Ultimate. Around 2h15 this morning I logged in again and it worked but got paid R150 which I believe is not correct as about 2 icon was times 2. Please help me find out why my game got stuck. Why the amount doesn't include the 2x icons. Thank you I will incluced a picture if possible

Dear Roche,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward more supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to veronika.l@casino.guru? Have you stopped playing right after 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.

Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Veronika

Hi Veronika thank you. I have all the screenshots because I shared it with them. I had to stop playing that game but played on others. I have screen of the seconds of play, I started with the not free feature. Can I start with those. I have screenshots of certain parts of my chats with them. Can can all minute by minute if needed.

Hi Veronika. My apologies I need to rectify the amount. That amount of R500 winnings was for the 18 = 1000x. The complaint relates to the play in the pictures where it was 16 - 250x. Which includes a 2x2 twice. Payout was R125.

You mentioned that the game was stuck at a certain point. Can you see the spin you made when the game glitched in your gaming history? Has the software accepted your bet?

Hi Veronika I apologize for the for causing a misunderstanding. My complaint is regarding the game that got stuck at a crucial moment in my game. The payment fo believe was correct for that game. Would like to understand why it got stuck and stay stucked from Friday evening till late Sunday evening. In the first picture is the state in which it stuck. The 2nd picture one can see the spin in the background. It then gave

Thank you for your response. Could you please ask the casino to send you the complete gaming history in Excel format from the day when this glitch occurred? Once you receive it, please forward it to me at veronika.l@casino.guru.

Please note that if this spin is not included in your gaming history, it means it was neither accepted nor rejected. In that case, we would be unable to proceed with the investigation, and you may need to reach out to the game provider or the licensing authority.

Hi Veronika.

Thank you will certainly ask them. Will see what their response is. Enjoy a fab day

Hi Veronika I am sending my screenshots of the Friday evening 21th June when it stuck and the 24th June when I could complete my spins.

Thank you for the screenshots. Unfortunately, this is not sufficient evidence that there was something wrong with the game and we are unable to investigate your matter further. The first picture shows a normal losing bet, and the second picture shows a winning bet.

If you feel that there was a technical problem with your game that should be looked into, I recommend you contact the game provider directly.

This complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.