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My money has suddenly disappeared from my account. The lady in the chat doesn't know what happened. In the history, there's a game listed that I never played!!!

Mein Geld ist auf ein Mal von meinem Konto weg . Die Dame im Chat weiß nicht was passiert ist. Im Verlauf ist ein Spiel den ich nicht gespielt habe!!!

Dear javcikolu,

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 ? 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.

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.

I deposited €28. I haven't played this game Royal at all. I've only played Book of Dead and Legacy of Dead. In the chat they claim that 2 accounts are logged in from the same IP address. I only have one account at Ninecasino. My friend has his. If he's with me, it's logical that he's logged in via my WiFi. He once played this game Royal and staked at 60 cents, but from your account. It's not about €30. It's about principle!!! I can't take a screenshot every time I change the game!! In the chat you say-wait. They don't respond to emails

Ich habe 28 € eingezahlt. Habe überhaupt dieses Spiel Royal nicht gespielt. Habe nur Book of Dead und Legacy of Dead gespielt. Im Chat behaupten die das 2 Konten von gleiche IP Adresse eingeloggt sind. Ich habe nur ein Account bei Ninecasino . Mein Freund hat seine . Wenn der bei mir ist , das ist doch logisch das er über mein wlan eingeloggt ist . Diese spiel Royal und Einsatz von 60 cent , hat er mal gespielt , aber von deinen Account. Es geht nicht um die 30€ . Es geht um Prinzip!!! Ich kann doch nicht jedes Mal ein Screenshot machen, wenn ich das Spiel wechseln tue!! Im Chat sagen Sie- warten . Auf Email antworten die nicht

Dear javcikolu,

Does anybody else have access to your casino account who maybe logged in and played with your balance?

No . And my account is blocked. For 8 days!! Nobody responds to emails either

Nein . Und mein Konto ist gesperrt. Seit 8 Tagen !! Auf emails antwortet auch niemand

Hello jacque1,

Can you please advise if your account or your friend's account is verified? Would it be possible to forward the communication between you and the casino regarding this case to nikolas.b@casino.guru?

Dear javcikolu,

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.

The player can reopen this complaint at any time.