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On May 30th, I hit the jackpot.

It was over 70,000 euros, for which I received the red bell with the text "Grand" at Black Lounge. I was paid out 115 euros.

I then spoke with Pepe, Georg, Freya, and Renate in the chat. They all forwarded the information and assured me that they were working on it as quickly as possible. Is it normal that there's been no response after 48 hours?

Am 30.5, habe ich den Jackpot geknackt.

Es waren über 70000 Euro dafür habe ich bei Black Lounge die rote Glocke mit dem Text Grand bekommen. Ausgezahlt wurde mir 115 Euro.

Daraufhin habe ich im Chat mit Pepe, Georg, Freya, und Renate gesprochen. Die alle die Angaben weiter gereicht haben und mir versucht haben das mit Hochdruck daran gearbeitet wird. Ist das normal das nach 48 Stunden keine Reaktion kommt?

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Kingmaker Casino.

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

• Did you achieve your current balance with the help of a bonus?
• Do I understand correctly that the remaining balance was removed?
• Could you please share with me your communication with the casino regarding the issue and other supporting evidence of the incident? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I haven't received any replies, except from the chat, where I was told to be patient and that it would be processed as soon as possible. Unfortunately, I don't have a screenshot. Sorry.

Habe keine Antworten erhalten, außer aus dem Chat, das ich mich in Geduld fassen soll und es so schnell wie möglich bearbeitet wird. Habe leider kein Screenshot. Sorry

Game name: Black Lounge

Provider EGT Digital

Before 5.40 After 120.40

Profit 115 euros

Time 23:56:08

ID number 412964424223

There were 20 free spins; at the end of the 10 games, when the sum was announced, the Grand Bell disappeared.

Name des Spiels Black Lounge

Anbieter EGT Digital

Vorher 5,40 Nachher 120,40

Gewinn 115 Euro

Zeitpunkt 23:56:08

ID Nummer 412964424223

Es waren 20 Freispiele, am Ende der 10 Spiele als die Summe kam, verschwand die Grand Glocke

10 free spins

10 Freispiele

My problem has not yet been solved.

Bisher wurde mein Problem noch nicht gelöst.

I was just informed that there was no error and everything was paid correctly. That's not right. If the red bell rings during a game, you've won the amount; if the red bell then turns blue at the end, that's fraud.

Mir wurde gerade mitgeteilt, das kein Fehler vorliegen würde und alles korrekt bezahlt wurde. Das ist nicht richtig. Wenn während eines Spiels die rote Glocke kommt hat man den Betrag gewonnen, wenn dann am Ende die rote Glocke blau wird , ist das Betrug

Could you please request the game so people don't think I'm crazy? I'm very disappointed.

Können sie bitte das Spiel anfordern, damit man mich nicht für verrückt halt? Bin sehr ebttauscht

What I also noticed is that after I reported it to Kingmaker, the jackpot in the game disappeared. Why?

Was mir noch aufgefallen ist, das nachdem ich es bei Kingmaker gemeldet habe, der Jackpot im Spiel weg war. Warum?

Thanks for your patience and for the clarification of the situation.

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 game provider's server. If two different results exist, the correct one is the one on the provider's server.

• Is there any evidence that some of your winnings weren't credited?

Please understand we are unable to confront the casino without evidence of any inconsistency, especially if the casino has already investigated and found no fault.

Looking forward to your reply.

No, if the provider had something different, I have no chance of contesting it. A red bell icon appeared on my screen, which later turned blue. No, there's no proof, just disappointment. Thank you for your help. Inge *****

Nein wenn der Anbieter etwas anderes hatte, habe ich keine Chance dagegen anzugehen. Bei mir erschien eine rote Glocke die nachher blau würde. Nein es gibt keine Beweise , nur Enttäuschung. Danke für ihre Hilfe. Inge *****

Thanks for your reply.

Sadly, we are not in a position to assist you just based on your description of events. Since your account was credited with the amount recorded in your game history, there is nothing else we can accomplish. I hope you won't face similar issues in the future.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.