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Dear Kevholl84,

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 veronika.f@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 you understand how servers communicate with players and what issues might occur along 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,

Veronika

Dear Kevholl84,

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.

On Friday, 7 August 2026, at approximately 2:39 p.m., I was playing Microgaming’s three-reel slot Break the Bank, and this all occurred 2 spins in a row.

I played two $5 spins, one immediately after the other. I have screenshots of both spins.

On the first screenshot, the reels had already stopped and were clearly displaying the same Break the Bank symbol across the relevant positions. However, the game interface had not yet finished processing the round. The spin button was still dull/disabled and the screen indicated that the betting round was still in progress. I happened to take the screenshot at that moment, only very shortly before the game finished processing the round.

Once that round finished, I immediately spun another round. And spun the exact same break the bank symbols in the same position as the spin before I took another screenshot this one clearly shows that the betting rounded finish by the fact that the bit button and spin button change button and spin button are highlighted like you could press them action so you can take also you'll notice on this screenshot that the balance is $5 less because it was the latter of the two spins but they were both done in the same minute 

Importantly, both screenshots were taken at 2:39 p.m. on 7 August 2026, and the second screenshot shows my balance was exactly $5 lower than it was in the first screenshot. That $5 difference corresponds to the $5 wager I had made for the first spin. My balance was around $1,100 at the time — the $5 difference was not because I had won $5. It was the $5 stake being deducted when I played the next spin.

I did not take these screenshots because I was trying to manufacture evidence of a win. I was simply taking screenshots of what was actually displayed on my screen while playing. It was only afterward, when I was trying to explain the situation to customer support, that I noticed the timestamps and the sequence of the screenshots provided additional evidence. The screenshots are in their original order in my phone's screenshot library, and I can also show the original files and surrounding screenshots showing the deposit/payment activity immediately before the game screenshots and then the subsequent live-chat correspondence.

I contacted customer support and provided the screenshots. Initially they engaged with me, but their explanation was that the game had paid according to a different combination. At one point they circled a combination on the game's pay table and then circled the three Break the Bank symbols in my screenshot, apparently claiming that this explained the $5 result.

But I did not receive a $5 win. My account balance clearly shows the $5 being deducted rather than credited. I explained this to them and pointed out the balance difference between the screenshots.

What I find particularly frustrating is that I have given them the exact date and time — approximately 2:39 p.m. on 7 August 2026 — and asked them to check their records for the two game rounds. They have told me that they checked and that everything was functioning correctly, but they have not provided me with the actual game-round records, screenshots, transaction information, or anything that demonstrates what their system says happened during those two spins.

What I am asking for is a proper explanation of the discrepancy between what their game displayed to me and what they say actually happened.

If their records show that these two spins had different outcomes, I want to see the records for those specific rounds and understand exactly how they reached that conclusion. Simply telling me that the game was working correctly does not explain why my screen displayed the results that I photographed.

I have continued trying to resolve this with the casino, but when I raise the issue now, they do not meaningfully engage with me. I have only recently realised that casino guru has been replying to me 

I have retained the screenshots in their original form, along with the surrounding screenshots and live-chat correspondence, and I am happy to provide the evidence.

Dear Kevholl84,

Thank you for the additional information and for providing further details regarding the two rounds in question.

I understand your frustration, particularly because you believe that the symbols displayed on your screen should have resulted in a significant win. However, after reviewing the evidence and your explanation, unfortunately, we are still unable to establish that the casino owes you the claimed amount.

The main issue is that the screenshots you provided do not show the final, completed outcome of the first round. As you explained yourself, when the first screenshot was taken, the game was still processing the round, and the spin/bet button was disabled. Therefore, the screenshot only shows what was temporarily displayed on your screen while the round was still in progress. It cannot, on its own, establish what the final server-side result of the round was.

The second screenshot does show that another $5 spin had been initiated, but the fact that the balance was $5 lower does not establish that the previous round resulted in the alleged winning combination. The balance difference simply confirms that another $5 wager was made.

It is also important to understand that slot rounds are processed on the game provider's server. In the event of a delay, connection issue, or discrepancy between what is temporarily displayed on the player's screen and the final result, the completed game round recorded in the provider's/server-side game history is what determines the actual outcome of the bet. The visual state of the reels during an unfinished round cannot override the recorded result.

You have also stated that the casino checked the relevant rounds and confirmed that the game was functioning correctly. While we understand that you would prefer to receive the underlying technical records, Casino Guru does not have direct access to the game provider's internal server logs and cannot independently reconstruct or override the result of a completed game round based on screenshots of the game interface.

We therefore cannot establish that the two spins resulted in the €/$1,000 winnings you are claiming, nor can we establish that the casino failed to credit a legitimate win.

I appreciate that this is not the outcome you were hoping for. Nevertheless, based on the evidence available to us, we have no sufficient grounds to conclude that the casino incorrectly settled the rounds.

For this reason, we will unfortunately have to reject the complaint.

Thank you for your understanding.

Best regards

Veronika