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Hello, on October 3, 2022 I was playing the big bass bonanza slot, at the time the slot closed I had a balance of around €400. Once out of the slot, the balance was 0. I tried several times to contact customer support both via chat and via email and I never received clear answers; I have always been told that the case has been entrusted to the dedicated department and they are working on it. It's been almost 3 months and I still haven't received my money back.

Buongiorno, il giorno 3.ottobre 2022 stavo giocando alla slot big bass bonanza, al momento della chiusura della slot avevo un saldo di circa 400€. Uscito dalla slot il saldo risultava 0. Ho provato più volte a contattare l'assistenza clienti sia tramite chat che via email e non ho mai ricevuto risposte chiare; mi è sempre stato risposto che il caso è stato affidato al reparto dedicato e ci stanno lavorando. Sono passati quasi 3 mesi e ancora non ho ricevuto i miei soldi indietro.

Dear andyrm83,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history to petronela.k@casino.guru? Please advise the exact time of the incident.

Meanwhile, please check our article explaining "How slot machines are 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,

Petronela

Good evening, I have sent everything in my possession via email to the address indicated. I look forward to your reply. Thank you

Buonasera, ho inviato tutto quanto in mio possesso via mail all'indirizzo indicato. Attendo vostro riscontro. Grazie

Thank you, andyrm83, for your email. Could you please advise if you received your game history already? Please understand that without any supporting evidence that you accumulated winnings that were not credited correctly into your account we're powerless in helping you.

Good morning,

I'm still waiting to receive the game history, I hope to receive and forward it to you as soon as possible. Did you receive the other proofs I sent via email? Everything is clear?

Buongiorno,

Sono ancora in attesa di ricevere la cronologia di gioco, spero di ricevere e inoltrarvela il prima possibile. Le altre prove che ho inviato via mail le avete ricevute? È tutto chiaro?

I received multiple screenshots of your communication with the casino. The only screenshot that suggests any balance in your casino account was the following one:

Unfortunately, I still didn't receive any supporting evidence that €400 would be taken from your account. Could you please advise if you obtained the game history already?

Hi, I'm having extreme difficulty communicating with the casino. I requested the game history on December 28th, having not received anything on January 3rd I proceeded to send another reminder email. In addition to not having received any response, I have obviously not received the game history. I honestly don't know how to do it anymore! That's why I contacted you...

Salve, ho estrema difficoltà nella comunicazione con il casinò. Ho richiesto la cronologia di gioco il 28 dicembre, non avendo ricevuto nulla il 3 gennaio ho provveduto ad inviare un'altra mail di sollecito. Oltre a non aver ricevuto alcuna risposta non ho ricevuto ovviamente la cronologia di gioco. Sinceramente non so più come fare! Mi sono rivolto a voi proprio per questo...

Dear andyrm83,

Please understand without supporting evidence it would be close to impossible to confront the casino. If you come across anything that would help us to support this case, please do not hesitate to contact us in the future and we can reopen this thread again. I wish I could be of more help. Thank you in advance for your understanding.