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So on March 7th, 2026 playing in Playtech Blackjack VIP 9 lobby at approximately 4:40pm I had placed $150 on the table and was the only player sitting at the table at this time and I waited for the dealer to completely shuffle. Then the FIRST hand after the shoe change while still having $150 on the table I beat the dealer and won And it showed "you won $300." Then the $300 winnings were never credited to my account.

I have followed up in the live chats and they have not been helpful at all, they just request that I email support and the maximum time it will take is 96 hours. I emailed the support team on March 7 th which was well over 96 hours ago and still haven’t heard a peep. The unfortunate part is that exact bet is not showing in my bet history. I have attached a screenshot of the history of the bets I had placed right before the shoechange and the funds not being credited to my account. I had also sent a screenshot of my email to the support team.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the issue you experienced during your gameplay.

From your description, it appears that the specific bet and win are not visible in your gaming history. Without any record of the round in the betting history or other supporting evidence (such as a video recording of the gameplay), we would unfortunately not be able to confront the casino, as there would be no identifiable round for them to review.

To better understand the situation, could you please clarify the following:

• Do you have any video recordings, game history logs, or any additional screenshots showing the moment the win of $300 appeared on the screen? If so, please send them to my email at veronika.f@casino.guru.
• Could you please provide your full gaming/bet history from around the time the incident occurred (including the minutes before and after the reported round)?
• Have you received any response from the casino’s support team since sending your email?

If you are able to provide any additional evidence or documentation that could help identify the round in question, we will gladly review it and determine whether we can proceed with the complaint. Thank you in advance for your reply.

Best regards

Veronika

Hello,

Unfortunately I was not not screen recording when I was playing because I didnt feel it was necessary to need to record every session, Playtech and Knighslots should have no issue pulling up the game log and checking the video footage if they need to. As you can see in the attachment in my first message you will see that I was playing the Playtech Blackjack VIP lobby 9 ($50 min CAD bet lobby) the last hand I placed BEFORE the shoe change was at 4:38 pm which is shown in the attachment. Then after that hand I had placed a $150 bet on the table and the dealer began the shoe change and shuffle procedure, all whilst my $150 bet was still on the table, then finally once the dealer finished the shoe change and shuffle procedure (some time between 4:39 pm EST to 4:45 EST) I was delt my hand for the $150 of chips I had on the table and I beat the dealer for $300. Then the funds never hit my account. I have attached the game history in my first complaint message, I cant provide any more details as those are the only possible details I have access to. If you are having issues seeing that attachment in my prior message please tell me.

Dear DonTolly678,

Thank you for your reply and for providing additional context regarding the situation.

After carefully reviewing all the information and the evidence available, we must conclude that we are unable to proceed further with this complaint.

As previously mentioned, the reported winning round is not present in your betting history, and unfortunately, no additional supporting evidence has been provided that would allow us to clearly identify the specific round in question. Without a verifiable record of the bet, we are not able to approach the casino and request an investigation, as there is no concrete reference point for them to review on their end.

While we acknowledge your belief that the casino or game provider may be able to locate the round internally, from our position, we are required to rely on evidence that can reliably identify the disputed gameplay.

For these reasons, we are forced to reject this complaint.

We recommend continuing communication directly with the casino’s support team or with the game provider, as they may still be able to assist you further.

Thank you for your understanding.

Best regards,

Veronika

Casino.Guru Team