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Hello 🥰

I played the game Chicken Crossy on Secino 7 (SC7) around 06:21 AM.

My player ID is 222263999.

The game showed a win screen with a multiplier of 10 972.06, and my balance in the top left corner still showed $15.

Right after that, the game timed out and when I logged back in, the win was not added to my account.

Support first said my chicken was hit by a car and my credit dropped to 0, but my screenshot clearly shows $15 credit and the win screen, not a loss.

I have screenshots of the game and my chat with support to prove this.

I’ve waited several days, and they keep saying "please wait."

I just want the provider to check the game logs and fix my missing win.

Thank you for helping me 💖

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Dear Dozzer,

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 win that has not been credited to your account at veronika.f@casino.guru? Have you stopped playing right after you found out that your winnings have not been credited correctly?

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

Hello Veronika 💖

Thank you so much for your message.

The game was played around 06:21 AM on the same day I sent the screenshots.

My player ID is 222263999 on Secino 7 (SC7).

The game was Chicken Crossy, and it showed the win screen with the multiplier before the session timed out.

I didn’t play any more rounds after that because the win didn’t appear in my balance.

Please let me know if you need anything else, and thank you again for helping me 💕🙏

Best regards,

William

Hello

Thank you for the additional information. I have reviewed the images and the chat transcripts you provided, and unfortunately, this is not sufficient evidence for us to proceed with your case at this time.

I will need screenshots or records of your gaming history showing the specific round in question. Our team needs to verify that the round was completed successfully (without any technical errors), that the bet amount was deducted from your account, and that although you accumulated a win, it was not credited to your balance. So far, the screenshots you provided do not show any winnings. In case you have any videos of your gameplay, kindly forward them to me as well at veronika.f@casino.guru. Thank you for your cooperation.

Thank you for your message.

I’m sorry, but the casino does not provide any game history page or records for players. There is no way for me to access my past rounds or download them, so I cannot get the round ID or history myself.

All I have is the screenshot showing the win screen, my balance ($15), and my correct player ID (222263999).

I also sent screenshots of my full chat with SC7 support.

The casino keeps telling me different things (wrong ID, credit dropped to zero, etc.), but they have never given me any game record or provider log.

I cannot record gameplay because I did not expect a problem — the game suddenly timed out right after showing the win.

If there is anything else I can provide, please let me know.

Thank you for understanding and helping me. 💕🙏

Best r

egards,

Dozzer

Unfortunately, the screenshots provided do not show any completed rounds of the game. I have checked the game myself, and once a line of the road is successfully crossed, a barrier with cars appears behind the chicken, and one of the blue dots in the progress counter is filled in. In the screenshots you sent, none of these indicators are visible. The blue dot shown is only the initial one with the chicken, which appears before the first line of the road is crossed.

Additionally, the cash-out option does not display the multipliers correctly. Because of this, it is not possible to confirm that any win occurred—the screenshots do not capture a winning moment or any finished round.

This is an example of a finished round:

If you do not have any more screenshots confirming your winnings, we will be forced to reject your complaint.

Hello Veronika,

Thank you for explaining what is needed.

I am unable to access my game history because the platform reset my session when it timed out, and Chicken Crossy does not save round history on the player side. I also did not record a video because I did not expect the game to glitch.

However, I would like to clarify:

The win screen did appear on my device

The session timed out immediately afterward

The platform support admitted that there was a session interruption

My balance in the screenshot still shows $15, which means the round did not restart or end in a loss

The multiplier display may have appeared incorrectly because the game froze at the win moment before disconnecting

Since I cannot retrieve finished rounds myself, I kindly ask if the casino can provide the provider game log for my session, because only the provider has access to the completed-round data.

I have cooperated fully and provided everything that is available to me.

Thank you for your help and understanding.

Kind regards,

Dozzer

Dear Dozzer,

Thank you for your cooperation and for sharing everything that was available to you. I understand that this situation is frustrating, especially when the game session ended unexpectedly.

However, after carefully reviewing your screenshots, the gameplay indicators, and the mechanics of Chicken Crossy, we are still unable to verify that a completed winning round took place. The images do not show any finished round, no crossed section of the road, no progression markers, and no multiplier or payout being awarded by the game. What is visible in the screenshots is the starting state of the round before any progress is made.

To proceed with a complaint of this type, we require evidence that a round was successfully completed and that a win was not credited afterward. Since the screenshots do not document a finished round and no gameplay history or round ID is available, we cannot confirm the issue or confront the casino or the provider with verifiable data.

Without such confirmation, we are unfortunately unable to continue with this case, and we must reject the complaint due to insufficient evidence.

If you ever encounter a similar issue in the future, please try to capture a video or request the game history from the casino immediately so that we can assist you more effectively.

Best regards

Veronika