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Hello, I have a problem. I won the hit of €367.30 in a game (JunglePOP9 by avatarUX), now it's not showing in my profile, and they say they need the bet ID but I don't have it because the game was canceled. Then I went back in and it said to retry, then I clicked on that but nothing happened. Then I contacted them again and they said there was nothing they could do. Then I contacted AvatarUX and have already written them 5 emails and have not received a response. I hope someone can help me.

Best regards

Guten Tag, ich habe da ein problem und zwar, ich habe in einem spiel (JunglePOP9 von avatarUX den hit von 367,30€ gewonnen, nun wird das nicht in meinem profil angezeigt, und die sagen die brauchen die Wett ID aber die habe ich nicht da das spiel abgebrochen wurde, dann bin ich wieder rein, da stand dann auf wiederholen, dann bin ich darauf, aber passiert nichts, dann habe ich die nochmal kontaktiert, dann sagen die das die nichts machen können, dann habe ich AvatarUX kontaktiert, und habe dort schon 5 mails verfasst, und bekomme keine rückmeldung. hoffe das mir geholfen werden kann.

Mit freundlichen Grüßen

Dear Punica92,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that without any supporting evidence of uncredited winnings, we can’t proceed further with this case, as it would be close to impossible to confront the casino.

If you encounter a technical glitch or similar issue, it's a good idea to report the problem to casino support as you attempted. Information regarding the game round might be required from you for the casino to investigate the situation

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 let me know if there is any evidence to support your complaint.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Tomas

I have a few pictures here as proof 🙂

habe hier ein paar bilder als beweis dafür 🙂

Thanks for the provided information.

Could you please explain where the screenshot regarding the 367,30€ win comes from?

Could you please share your communication with the casino when trying to resolve the issue? Have you provided the same evidence to the casino as well?

Send the information relevant to the case to my email at tomas@casino.guru

Dear Punica92,

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.

Yes, I sent them exactly the same thing, and their response was that I needed the betting ID, but since it's a game error and the winnings aren't in the history, I can't give it to them. They didn't want to help me any further. Then I tried contacting AvatarUX directly, but that didn't help either; I didn't even get a response from them. Now I'm hoping for your help.

Ja habe den genau das selbe geschickt und deren Antwort ist das ich die wett ID bräuchte, aber da es ja ein Spiel Fehler ist und der Gewinn nicht in der Historie zu finden ist, kann ich denen dies nicht geben, und dann wollten die mir nicht weiter helfen, dann habe ich versucht AvatarUX direkt zu kontaktieren aber auch keine Chance, bekomme von denen nicht einmal eine Antwort. Jetzt hoffe ich halt auf eure Hilfe.

The €367.30 is the winnings from the game JunglePop that I was not credited with.

Die 367,30€ ist der Gewinn von den dem Spiel JunglePop worum es geht was ich nicht gutgeschrieben bekommen habe.

Thanks for your reply and explanation.

I reviewed the evidence, and the screenshot of the win cannot be accepted as evidence due to 1) missing context of when and where the screenshot was taken from

2) the discrepancies within the information itself. Starting balance and ending balance don't correspond to the displayed win amount.

I am sorry, but we won't be able to pursue the case, and we won't be able to ask the casino to credit you any additional winnings.

Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.