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So I played the game eye of Horus power spins on 09.02.2025

After a while I got into the power spins feature and won €113 during the feature and it wasn't credited to my account. I contacted the live chat directly and they said I should wait 24 hours and if it wasn't credited I should please send an email to support. I've been waiting for the money or an answer from support for almost 2 months.

Also ich habe am 09.02.2025 das Spiel eye of Horus power spins gespielt

nach einer gewissen Zeit bin ich in das power spins Feature gekommen habe während des Features 113€ gewonnen und diese wurden meinem Account nicht gutgeschrieben ich habe mich direkt an den Live Chat gewendet diese meinten ich sollte 24h warten und falls es nicht gutgeschrieben wird sollte ich doch bitte eine email an den Support senden ich warte seid knapp 2 Monaten auf das Geld oder auf eine Antwort von dem support

Dear Tobi1220sl,

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

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

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.

• Has the casino acknowledged there has been a mistake and the round resulted in a win?
• Do you have a record of the win associated with this particular bet or game round?
• Share screenshots here or send the information to my email at tomas@casino.guru

Thank you very much in advance for your reply.

Best regards,

Tomas

Unfortunately, that's the only thing I have. I wrote to the live chat again and they said they would check it again and then get back to me. It should be possible for the casino to get an insight via the transaction number.

das ist leider das einzige was ich habe ich habe nochmal mit dem livechat geschrieben und sie meinten sie prüfen es nochmal und sie melden sich dann es müsste doch möglich sein dass das Casino über die Transaktionsnummer einen Einblick bekommen

Thanks for your reply.

Unfortunately, this is not sufficient evidence for us to confront the casino. I wish I could be of more help.

You may want to contact the game provider directly if the casino failed to investigate the issue, however, we might not pursue the case without evidence.

I wish I could be of more help. Due to the aforementioned reasons, this complaint will now be closed. Please do not hesitate to contact us if you run into issues with any online casino in the future.