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On 8th September 2025 I placed a bet with 19 euros on Fortunica Bulgaria roulette.

My number one with a full chip and due 36 euros. The winnings was not allocated and I immediately told "John" of support who asked for screenshots.

I provided all required which showed winning bet ID , money won and table

I was told an email will be sent but nothing arrived

I complained and after I response and another email I was told "specialists found no fault"

I sent email to complaints but no explanation beyond "no fault " provided. No explanation to why my balance was not allocated the winnings and no explanation and why I did not get the winnings

This has gone on for over a month now over such a small amount.

I have not played a single bet since the incident to keep the issue clear and uncomplicated.

I have written to complaints but no further response

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Dear Mr_y1,

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.

• Did you only experience this once with one specific bet?
• Do I understand correctly that this bet has been recorded in your game history?
• Could you 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

Dear Kristina thank you for your reply.

Answers to your questions are as follows and all attachments are enclosed.

1) Yes, I only experienced this once. I literally placed ONLY one bet in that session and this occurred making it very simple to trace and not confuse the situation.

2) Yes , it has been placed correctly in my game history. This is something I found out because I immediately sent a message to the support (John) when it happened.

One of the attachments is the chat history and it is all plain and clear.

I intend to forward the email trail and attachments to your email provided as there is a limit here to number of attachments

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.

Hello Mr_y1,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Fortunica Casino to join the conversation.

Dear Fortunica Casino,

I would appreciate it if you could clarify why the player's winnings from the contested roulette round have not yet been credited. The responses you provided to the player were somewhat brief and lacked sufficient explanation to address their concerns fully. According to the screenshots submitted by the player, they should have received a win of £36. Has this round been reviewed by the game provider? If it has, what is their official decision on the matter?

Should there be any circumstances affecting this situation that cannot be disclosed publicly, I kindly ask that you communicate them to me directly via email at michal.k@casino.guru.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Mr_y1,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react and resolve your case, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website (validator link). The Gaming Authority might have more options and tools to help players. Please let me know how they responded at michal.k@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru