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I was playing two slot machines (GOD Kaisen 10 slot) and two pachinko machines (Hana no Keiji 1 pachi) at the same time, and even though Hana no Keiji was hitting the jackpot, my remaining balance of 37,000 yen dropped to 12,000 yen.

When I looked at my betting history, nothing was listed except for pachinko and pachislot, and when I contacted support they just said there was nothing wrong.

How can I handle a refund?

thank you.

パチスロ(GOD凱旋10スロ)パチンコ(花の慶次1パチ)を２台同時に回していたところ、花の慶次は大当たり中なのにも関わらず、37000円あった残金が12000円に減りました。

自分のベット履歴みてもパチンコ、パチスロの分以外は載っておらず、サポートに連絡しても異常はないの一点張り

どのようにすれば返金等の対応していただけますか？

よろしくお願いします。

Dear kaiser0122,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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.

Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that you only experienced this once with one specific game?
• Do you happen to have a video recording or screenshots showing this incident?
• Do I understand correctly that this game session has not been recorded in your game history?

Thank you very much in advance for your reply.

Best regards,

Kristina

I was refunded.

thank you.

返金されました。

ありがとうございます。

Dear kaiser0122,

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,

Kristina

Casino.Guru