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Complaint against: Lodur Casino (Northix Limited)

Description of the issue:

I am filing a complaint against Lodur Casino for unfair payout adjustments on two separate occasions, total amount missing is 520,000 SEK.

Incident 1 (Main Evidence): I was playing the slot 12 Masks of Fire™ Drum Frenzy™ (by Gameburger Studios / Games Global) with a bet size of 100 SEK per spin. The bonus wheel visually landed on a big win worth 120,000 SEK (1,200x my bet). There were no error messages, lags, or connection drops on my screen. However, right after the spin finished, my casino balance was incorrectly credited with only 250.00 SEK. I have attached a screenshot clearly showing the game, the active session time (00:56:26), and the URL lodur.se.

Incident 2: On a previous occasion, a very similar issue happened to me at this exact casino, where a big win of 400,000 SEK was deleted/changed on my screen in a similar manner to 500-850sek

I have formally contacted Lodur’s support to request my unique Game Round IDs and the raw server logs (API communication with the game provider) to verify the results. The casino promised to send them, but they have been delaying the process for 4 days now without providing any data. I want data for all games secions i have in this game 5/8. I suspect a severe and recurring technical malfunction in the casino's platform when handling high payouts.

Requested outcome:

I demand that Lodur Casino credits my missing winnings of 520,000 SEK, or provides the official, raw server logs from Studios to prove what was actually registered on the server side.

Please note: I will Also file an official legal complaint regarding this matter with the Swedish Alternative Dispute Resolution body, ARN (Allmänna Reklamationsnämnden).

At wensday if its not solved. The casino respons whas it can take upp to 30 days.

My english is not perfekt i use Google to help me translate if the text is not totaly correct

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to attila.g@casino.guru? Have you stopped playing right after 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.

Best regards,

Attila