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**Subject:** Complaint regarding undisclosed winnings amount

Dear Support Team,

I hope you can help me with a problem I've encountered in your game. I recently won a large sum of money, but it hasn't shown up in my account. I have screenshots and a screen recording as proof, which I'd be happy to provide.

Please check my account and let me know how we can resolve this issue.

Thank you for your support.

Best regards,

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**Betreff:** Beschwerde über nicht angezeigte Gewinnsumme

Sehr geehrtes Support-Team,

ich hoffe, Sie können mir bei einem Problem helfen, das ich in Ihrem Spiel erlebt habe. Ich habe kürzlich eine große Summe gewonnen, die jedoch nicht auf meinem Konto angezeigt wird. Ich habe Screenshots und eine Bildschirmaufnahme als Nachweis, die ich Ihnen gerne zur Verfügung stellen würde.

Bitte überprüfen Sie mein Konto und lassen Sie mich wissen, wie wir dieses Problem lösen können.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen,

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Rene79, 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

Dear Rene79,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru

We’ve reopened this complaint at the request of Rene79. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Rene79,

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

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Attila

Casino.Guru