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Hello,

After winning around €2850 on free spins with Lucky Pharaoh, the amount was not credited to me. I have provided any information that was necessary.

Strangely enough, I can't see the gameplay in the game itself. On other games I can view the game history.

I played between 3:30 a.m. and up.

Customer service says everything is fine, but it isn't.

With things like deleting browser data, using google chrome, clearing the cache, using a pc, etc. I've tried everything. Unfortunately without success.

Please help me. Attached is the conversation to date with slotspalace.com .

Best regards

Hallo,

Nach einem Gewinn von ca 2850€ bei Freispiele mit Lucky Pharaoh wurde mir der Betrag nicht gutgeschrieben. Ich habe jegliche Informationen geliefert die notwendig waren. 

Komischerweise kann ich im Spiel selbst nicht den Spielverlauf anschauen. Auf andere Spiele kann ich den Spielverlauf anschauen. 

Gespielt habe ich zwischen ab 3 Uhr 30 nachts.

Der Kundendienst meint, dass alles in Ordnung gewesen wäre, was aber nicht der Fall sei.

Mit Sachen wie browserdaten löschen, google chrome benutzen, Cache leeren, einen pc benutzen, etc.. habe ich schon alles ausprobiert. Leider ohne Erfolg.

Bitte helfen Sie mir. Im Anhang die Unterhaltung bis dato mit slotspalace.com.

Mit freundlichen Grüßen

Dear patrick81n,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward your game history 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, 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,

Tomas

Hello Tomas,

Attached are the screenshots of the gameplay.

It's about the bet with transaction id: --id sent to tomas@casino.guru—which was made at 3:58 am. The profit from this bet was not credited to me!

Since I had received a lot of free spins, the next bet was only placed 14 minutes later.

At Lucky Pharaoh, the course of the game always alternates between a bet and a win. Or the result of the bet is always displayed immediately below. But not in this case.

I can't see the gameplay in the game itself. The LOADING HISTORY display appears, but nothing happens.

ps: the documents have been emailed to tomas@ casino. guru sent.

Best regards

Patrick

Hallo Tomas,

im Anhang die Screenshots von dem Spielverlauf.

Es geht um die Wette mit der Transaktions-ID: --id an tomas@casino.guru gesendet—die um 3 Uhr 58 getätigt wurde. Der Gewinn aus dieser Wette wurde mir nicht gutgeschrieben!

Da ich sehr viele Freispiele bekommen hatte wurde die nächste Wette erst 14 Minuten später getätigt.

Bei Lucky Pharaoh wechselt sich der Spielverlauf immer zwischen Wette und Gewinn. Beziehungsweise das Ergebnis der Wette wird immer gleich folgend angezeigt. In diesem Fall jedoch nicht.

Im Spiel selbst kann ich den Spielverlauf nicht anschauen. Die Anzeige LOADING HISTORY kommt zwar, aber es tut sich nichts.

ps: die Dokumente wurde per Mail an tomas@ casino. Guru versandt.

Viele Grüße 

Patrick 

Thanks for your email.

From the screenshot, it's apparent the amount of the bet wasn't subtracted and your overall balance wasn't changed as a result.

I'm truly sorry, patrick81n, but if the winnings are not visible on the game history I'm afraid we won't be able to help you. Please understand that we stand no chance of confronting the casino without any supporting evidence.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear patrick81n,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.