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My winnings from the free spins on the game Holmes and the Stolen Stones were not credited, and not recorded in the history. The first time it happened, I did not take a screenshot. However, I can prove it for two rounds. For two weeks, the casino has taken no action. Despite multiple inquiries, I have not received a single response from support. Unfortunately, my attachments are not being accepted here.

mir wurden gewinne aus freispielen bei dem spiel holmes and the stolen stones nicht gut geschrieben und auch nicht in der history verbucht. beim ersten mal hab ich davon keinen screenshot erstellt.zwei runden kann ich aber nachweisen..seit zwei wochen unternimmt das casino nichts. auf mehrfache amfrage kam nicht eine antwort vom support. leider werden meine anhänge hier nicht genommen.

Dear jeany198200,

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

Could you please forward the screenshots along with your game history to tomas@casino.guru from the time of the incident? Please highlight the exact time of the incident as well.

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.

Looking forward to hearing from you.

Best regards,

Tomas

hello tomas, I send everything by mail.

Kind regards and many thanks

hallo tomas, ich schicke alles per mail.

Liebe Grüße und herzlichen dank

Thanks for your message.

Do I understand correctly your free spins from the screenshot taken at 10:36 weren't credited? Could you please send me the screenshot of your game history from that time and highlight the bet when in which that happened?

Which incidents have you reported to the casino so far? Have you received any reply from the casino so far? Please send me any relevant reply you received from the casino regarding the issue. Send it to my email at tomas@casino.guru

hello tomas, I got a part credited, but asked the casino to check free spins for 40 and 60 cents, because I didn't take screenshots of all of them. on other inserts such as 20 cents or 1 euro everything was well written. I sent you an email, there are screenshots of the free game and the progress. I opened the id for you in the progress where winnings were not credited.

hallo tomas, ich habe eine teil gut geschrieben bekommen, das casino aber gebeten freispiele auf 40 und 60 cent zu prüfen, da ich nicht von allen screenshots gemacht habe. auf amderen einsätzen wie 20 cent oder 1 euro wurde alles gut geschrieben. ich hatte ihnen eine mail geschrieben, da sind screenshots vom freispiel und dem verlauf.ich habe ihnen die id aufgeklappt im verlauf, wo gewinne nicht gut geschrieben wurden.

I checked the screenshots again where a bet was accepted but the result is not shown in the game history. Thank you for the clarification.

Before we confront the casino could you please send me the request to investigate you sent to the casino and any relevant responses you received from them regarding the issue? I'll await your reply.

Dear jeany198200,

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.