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After purchasing a bonus buy feature in Gates of Olympus 1000 for 40 euros, I won 81.74 euros. The game got stuck on the 10-11th free spins, which resulted in me refreshing the page. When I logged in again, I had won a total of 81 euros and 74 minutes, which were never credited to my account as real money. Before purchasing the bonus feature, I had 140 euros and 24 minutes. After the end of the bonus feature, I had 100.24, while I had won 81.74, which means that I should have had 181.98 euros in total in my account. After numerous discussions with the casino's live chat and providing all the information they asked for, I have been receiving the same answer for two days now "you will be informed via email". They do not give me any explanation why this technical error occurred and they refuse to give me a time frame within which I will get back the money that I rightfully won. If the issue is not resolved within the next week I will take legal action against Slotuna casino. I am also trying to upload the screenshots I have and the page won't let me.

Έπειτα από αγορά bonus buy feature στο Gates of Olympus 1000 των 40 ευρώ, κέρδισα 81.74 ευρώ. Το παιχνίδι κόλλησε στο 10-11ο free spins με αποτέλεσμα να κάνω ανανέωση της σελίδας. Όταν μπήκα πάλι, είχα κερδίσει σύνολο 81 ευρώ και 74 λεπτά τα οποία δεν πιστώθηκαν ποτέ στον λογαριασμό μου ως πραγματικά χρήματα. Πριν την αγορά του bonus feature είχα 140 ευρώ και 24 λεπτά. Μετά το τέλος του bonus feature είχα 100,24 ενώ είχα κερδίσει 81,74 που σημαίνει ότι θα έπρεπε να έχω 181,98 ευρώ ως σύνολο στον λογαριασμό μου. Έπειτα από πολυάριθμες συζητήσεις με το live chat του καζίνο και παρέχοντας όλα τα στοιχεία που μου ζήτησαν, λαμβάνω εδώ και δύο μέρες την ίδια απάντηση "θα ενημερωθείτε μέσω email". Δεν μου δίνουν καμία εξήγηση γιατί συνέβη αυτό το τεχνικό λάθος και αρνούνται να μου δώσουν ένα χρονικό πλαίσιο μέσα στο οποίο θα πάρω πίσω τα χρήματα που δικαίως κέρδισα. Αν μέσα στην επόμενη εβδομάδα δεν λυθεί το ζήτημα θα κινηθώ νομικά εναντίον του καζίνο Slotuna. Προσπαθώ επίσης να ανεβάσω τα screenshot που έχω και δεν με αφήνει η σελίδα.

Dear AggelosK,

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

• Could you please forward your game history and any other evidence of uncredited winnings to tomas@casino.guru? Please highlight the exact time of 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 of uncredited winnings, we can’t proceed, 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,

Tomas

Good evening, I am still receiving the same responses from the casino. I have sent the relevant screenshots to you and will upload them here so you can see that 81.74 has been lost.

Καλησπέρα σας, ακόμα λαμβάνω τις ίδιες απαντήσεις από το καζίνο. Έχω στείλει τα σχετικά screenshots και σε εσάς και θα τα ανεβάσω και εδώ για να δείτε ότι έχουν χαθεί 81.74.

As you can see, while I am left with 100.24 euros after the 40 euro bonus, I win 81.74 and am left with 100.24. The money was never credited and in the casino history, after buying the 40 buy bonus feature, there is no movement regarding its outcome. Even if I had won 1 euro, there should be a transaction/movement in the history somewhere. I hope my request has been understood and resolved immediately. Otherwise, I will take other measures.

Όπως βλέπετε, ενώ μένω με 100,24 ευρώ μετά το bonus των 40 ευρώ, κερδίζω 81.74 και παραμένω με 100,24. Τα χρήματα δεν πιστώθηκαν ποτέ και στο ιστορικό καζίνο, μετά την αγορά του 40 buy bonus feature, δεν υπάρχει καμία κίνηση σχετικά με την έκβαση του. Ακόμα και 1 ευρώ να είχα κερδίσει, θα έπρεπε κάπου να υπάρχει η συναλλαγή/κίνηση στο ιστορικό. Ελπίζω να έχει γίνει το αίτημα μου κατανοητό και να λυθεί άμεσα. Διαφορετικά θα λάβω άλλα μέτρα.

Thanks for the explanation.

Has the casino acknowledged the issue and credited you the winnings since your last post?

If there is any other relevant recent communication between you and the casino, please share it with me at my email at tomas@casino.guru

The casino has acknowledged the problem and has done nothing about it. I have been getting the same response from the support live chat for 10 days now. I am supposed to be notified via email but I have not received any response regarding the issue. They are trying to keep the winnings for themselves.

Το καζίνο έχει αναγνωρίσει το πρόβλημα και δεν έχει κάνει τίποτα για αυτό. Λαμβάνω την ίδια απάντηση από το live chat του support εδώ και 10 μέρες. Υποθετικά θα ενημερωθώ μέσω email αλλά δεν έχω λάβει καμία απάντηση σχετικά με το ζήτημα. Προσπαθούν να κρατήσουν τα κέρδη για αυτούς.

Will anyone answer about my problem? Two weeks have passed and nothing has happened. What should I do to take legal action?

Θα απαντήσει κανείς σχετικά με το πρόβλημα μου? Δύο εβδομ΄άδες έχουν περάσει και δεν έχει γίνει τίποτα. Τι πρέπει να κάνω να κινηθώ νομικά?

Thank you very much, AggelosK, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear AggelosK,

We would like to kindly apologize for the delay.

We would kindly request that you remain patient as we endeavour to complete the verification of your missing win report win as soon as possible.

Thank you in advance.

Kind Regards,

Slotuna Casino Team

Dear Slotuna Casino Team,

Thank you for your reply. Could you please provide us with an update?

I have been patiently waiting for 1 month. If you don't deposit my money by Friday I will sue you and we will see each other in court. Have a nice day.

Έχω κάνει υπομονή ευγενικά 1 μήνα. Αν δεν βάλετε τα λεφτά μου μέχρι την Παρασκευή θα σας κάνω μήνυση και θα τα πούμε στο δικαστήριο. Καλή σας μέρα.

Dear AggelosK

We would kindly apologize for the delay of solving your missing win case. Please be assured that your case is currently under review and we give our best to solve your request as soon as possible.

We are deeply sorry for any inconvenience this may have caused and thank you for your patience and cooperation.

Kind regards,

Slotuna Casino Team

Dear AggelosK,

I'm very sorry that you have to wait so long. However, I would still recommend patience. In cases like this, the investigation may take longer, as it involves communication with the casino's game provider, which is understandable.

Our resolution process cannot proceed simultaneously with legal proceedings. Could you please confirm that you have not taken legal action against the casino?

I haven't taken legal action. But since I see that the casino is not going to pay them and is not dealing with the issue, it's time to file a complaint. Good luck in court.

Δεν έχω κινηθεί νομικά. Αλλά επειδή βλέπω πως το καζίνο δεν πρόκεται να τα πληρώσει και ούτε ασχολείται με το θέμα, ήρθε η ώρα για καταγγελία. Καλή τύχη στο δικαστήριο.

Dear AggelosK

We would kindly apologize for the delay and are sorry to hear about your decision.

We would kindly ask you to provide us additional information in order to further investigate your case.

Could you please provide us with a screenshot once you enter the game in question?

As far as our investigation, you still need to finish the last round, thats why the win is stuck.

We thank you in advance for your patience and cooperation.

Kind regards,

Slotuna Casino Team

Seriously? I waited a month and how many days for you to respond to me with this ridiculous message? I will take you to court and close your company. I sincerely wish you the worst.

Σοβαρά τώρα? Περίμενα ένα μήνα και πόσες μέρες για να μου απαντήσετε με αυτό το γελοίο μήνυμα? Θα σας πάω δικαστικά και θα σας κλείσω την εταιρεία. Εύχομαι από καρδιάς ότι χειρότερο.

I have given you all the screenshots, you filthy fraudsters. And you are replying to this message? While it is you and pragmatic play's fault which is very evident in the screenshots, you are telling me to send you another screenshot? I will dissolve your company, I swear

Σας έχω παραθέσει όλα τα στιγμιότυπα ρε σιχαμένοι απατεώνες. Και μου απαντάτε αυτό το μήνυμα? Ενώ φταίτε εσείς και η pragmatic play το οποίο φαίνεται εμφανέστατα στα screenshots, μου λέτε να σας στείλω πάλι στιγμιοτύτπο? Θα σας διαλύσω την εταιρεία το ορκίζομαι

https://euioa.jxcsysekgu.net/Lwtip5fVfF . This is the replay of this round. It has ended normally and you have not credited me with the winnings.

Here is the proof. As I have sent in the messages above, there are other screenshots.

When I open the game again, nothing happens. You've eaten the money and you don't have the slightest bit of nerve and shame to give it to me when I won it normally. And we're talking about 81 euros. If you think you'll get away with it, you're kidding yourself.

https://euioa.jxcsysekgu.net/Lwtip5fVfF . Αυτό είναι το replay του συγκεκριμένου γύρου. Έχει τελειώσει κανονικά και δεν μου έχετε πιστώσει τα κέρδη.

Ορίστε και η απόδειξη. Όπως έχω στείλει και στα παραπάνω μηνύματα κι άλλα screenshots.

Όταν ανοίγω το παιχνίδι εκ νέου δεν γίνεται τίποτα. Τα λεφτά τα έχετε φάει και δεν έχετε την παραμικρή τσίπα και ντροπή να μου τα δώσετε ενώ τα κέρδισα κανονικά. Και μιλάμε για 81 ευρώ. Αν νομίζετε ότι θα γλυτώσετε είστε γελασμενοι.

Dear Slotuna Casino Team,

Could you please respond regarding this matter? I can confirm that the player has submitted the requested documentation multiple times.

Dear AggelosK

We would kindly apologize for the delay and duplicate request of documents.

We already marked the urgency of this case and will provide you with further information as soon as possible.

We deeply apologize for the delay, please be assured that we do our best to solve this problem.

We thank you in advance for your patience and cooperation.

Kind regards,

Slotuna Casino Team

By constantly replying with the same message and telling me to be patient, nothing changes. Once the lawyer who has taken charge of the case examines the case, you will probably understand that you have a problem. It is almost two months and you are still asking for patience. You are very big fraudsters. I hope they close your casino.

Με το να απαντάτε συνεχώς με το ίδιο μήνυμα και να μου λέτε να κάνω υπομονή δεν αλλάζει τίποτα. Μόλις εξετάσει την υπόθεση ο δικηγόρος που την έχει αναλάβει θα καταλάβετε μάλλον ότι έχετε πρόβλημα. Κοντεύουν δύο μήνες και ζητάτε ακόμα υπομονή. Είστε πολύ μεγάλοι απατεώνες. Εύχομαι να σας κλείσουν το καζίνο.

Dear Slotuna Casino team,

I am extending the timer by 7 days. Please, let me know if you need more time.

I say extend it for another 2-3 months because the kids are having a hard time crediting me with the 81 euros they owed me since 3/27. hahahahahahahaha

Εγω λεω να το παρατεινετε 2-3 μηνες ακομα γιατι τα παιδια δυσκολευονται να μου πιστωσουν 81 ευρω που μου χρωστανε από τις 27/3. χααχχαχαχαχααχ

Dear AggelosK

We are deeply sorry for the delay in solving your request.

Please be assured that we are working on it and are in contact with the game provider for further information and solving your case.

We thank you in advance for your patience and cooperation.

Kind regards,

Slotuna Casino Team

I would like to know what exactly you are doing with the pragmatic play provider. Are you so irrelevant when I have given you all the necessary evidence? I think you have just been lying for two months and will never put the money in. You are the worst I have ever seen

Θα ήθελα να ήξερα τι ακριβώς κάνετε με τον πάροχο της pragmatic play. Τόσο άσχετοι είστε ενώ σας έχω παραθέσει όλα τα απαραίτητα αποδεικτικά στιγμιότυπα? Εγώ νομίζω ότι απλά λέτε ψέματα εδώ και δύο μήνες και δεν θα βάλετε τα λεφτά ποτέ. Είστε ότι χειρότερο έχω δει ποτέ

Dear AggelosK

We are sorry to hear about your anger.

We would kindly like to inform you that we got the confirmation of the game provider that the round is still not finished and needs to be finalized from your side.

To do so, we would kindly like to ask you to please use google chrome, clear your CC, allow cookies and enter the game again. If that doesn't work please try the incognito mode of google chrome.

If it still doesn't work, we would kindly like to ask you to try to enter the game from another device.

In case all these steps still don't allow you to finalize the round, please provide us with Screenshots up to date in order for us to handle the case with the game provider.

We are deeply sorry for any inconvenience this may cause and thank you for your patience and understanding.

Kind regards,

Slotuna Casino Team

First of all, it is a shame and extremely disappointing that after 2 months you are almost repeating the same lies that you spoke to the provider and the round must be completed. I have reconnected to the same game (slot Gates of Olympus 1000) about 100 times since that day and the round has never been completed. The game simply starts as always in its original mode. I have already listed how many instances that you owe me a bonus buy feature of 40 euros (0.40 bet) whose winnings were never credited. Nevertheless, I did the steps you asked for again, cleared my password, accepted cookies and connected from both a normal browser and incognito mode. I also connected from another device, namely my mobile phone and nothing changes.

Αρχικά, είναι κρίμα και άκρως απογοητευτικό ότι μετά από 2 μήνες σχεδόν επαναλαμβάνετε τα ίδια ψέματα ότι μιλήσατε με τον ΄πάροχο και πρέπει να ολοκληρωθεί ο γύρος. Έχω ξανά συνδεθεί στο ίδιο παιχνίδι (slot Gates of Olympus 1000) περίπου 100 φορές μετά από εκείνη την μέρα και δεν έχει ολοκληρωθεί ποτέ ο γύρος. Το παιχνίδι απλά ξεκινάει όπως πάντα στην αρχική του λειτουργία. Σας έχω παραθέσει ήδη πόσα στιγμιότυπα ότι μου χρωστάτε ένα bonus buy feature των 40 ευρώ (0,40 bet) του οποίου τα κέρδη δεν πιστώθηκαν ποτέ. Παρ'όλα αυτά έκανα ξανά τα βήματα που ζητήσατε, καθάρισα κωδικό πρόσβασης , αποδέχτηκα τα cookies και συνδέθηκα και από κανονικό browser αλλά και από incognito mode. Συνδέθηκα επίσης και από άλλη συσκευή , δηλαδή το κινητό μου και δεν αλλάζει τίποτα.

Explain to me how it is possible that I have 100.24 euros in my account in the first snapshot and time 20¨:01:31 after I have lost 40 euros, that is, previously my balance was 140.24 and in the next snapshot which is right after the buy bonus feature I have 100.4 because I lost 0.20 in a spin and time 20¨:05:4. This is not even possible as only the 4 scatters that appear on the screen when someone buys the bonus buy feature pay the player/customer 1.20 euros. Therefore, even in the case that the bonus buy did not give anything (which gave 81.74 that you owe me 2 months now) my balance in the 2nd snapshot should be 101.44 euros and not 100.24. And to finish this story, my balance in the 2nd snapshot after the win I made should be 181.98. IF YOU DO NOT PAY THE 81.74 BY THE END OF THE WEEK I WILL SUE BOTH YOU AND PRAGMATIC AND WE WILL TELL THEM IN COURT.

Εξηγήστε μου πως γίνεται να έχω 100,24 ευρώ στον λογαριασμό στο πρώτο στιγμιότυπο και ώρα 20¨:01:31 αφού έχω χαλάσει 40 ευρώ , δηλαδή προηγουμένως το υπόλοιπο μου ήταν 140,24 και στο επόμενο στιγμιότυπο που είναι ακριβώς μετά το buy bonus feature να έχω 100,4 επειδή χάλασα 0,20 σε spin και ώρα 20¨:05:4. Αυτό δεν είναι καν εφικτό καθώς μόνο τα 4 scatter που εμφανίζονται στην οθόνη όταν αγοράζει κάποιος το bonus buy feature πληρώνουν τον παίχτη/πελάτη 1,20 ευρώ. Επομένως ακόμα και σε περίπτωση που δεν έδωσε τ΄ίποτα το bonus buy (το οποίο έδωσε 81.74 που μου χρωστάτε 2 μήνες τώρα) θα έπρεπε το υπόλοιπο μου στο 2ο στιγμιότυπο να είναι 101,44 ευρώ και όχι 100,24. Και για να τελειώνουμε με αυτή την ιστορία, θα έπρεπε το υπόλοιπο μου στο 2ο στιγμιότυπο μετά την νίκη που έκανα να είναι 181.98. ΑΝ ΔΕΝ ΠΛΗΡΩΣΕΤΕ ΤΑ 81.74 ΜΕΧΡΙ ΤΟ ΤΕΛΟΣ ΤΗΣ ΕΒΔΟΜΑΔΑΣ ΘΑ ΣΑΣ ΚΑΝΩ ΜΗΝΥΣΗ ΚΑΙ ΣΕ ΕΣΑΣ ΚΑΙ ΣΤΗΝ PRAGMATIC ΚΑΙ ΤΑ ΛΕΜΕ ΣΤΟ ΔΙΚΑΣΤΗΡΙΟ.

Dear AggelosK

Thank you for the provided screenshots.

We would kindly like to inform you, that all screenshots have been provided to the relevant department. We will contact you with further updates in the nearest time.

Thank you for your cooperation and patience

Kind regards,

Slotuna Casino Team

Dear Slotuna Casino team,

thank you for your cooperation. I am extending the timer by 7 days. Please, let me know if you need more time.

Dear AggelosK

Thank you for your patience and understanding.

We would kindly like to inform you that after investigating your case with the game provider we can confirm that the RoundID was voided and the bet amount of 40.00 Euro was refunded to your balance.

Thank you for your cooperation and patience

Kind regards,

Slotuna Casino Team

Dear AggelosK,

Could you please confirm whether the case has now been resolved?

Thank you in advance.

Dear AggelosK,

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,
Jozef
Casino.Guru