Wins Royal Casino - Выигрыши игрока не были зачислены.

Hello. While i was playing at the WinsRoyal Casino in a slot at first I won 37.80 euro but it didn’t added in my account. I refreshed the page because i thought that it stacked but nothing . I spoke with the live chat support but they told me to send an email to the support. 5 minutes later i played again in the same slot i won again 36 euro but this time i did a screen recording . I send so many emails at the support but nobody answered me. It is not a big amount but for me it’s important this and the safety that I can play without cheating in this casino.

Dear alexandraster1993,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication or screenshots along with your game history to petronela.k@casino.guru? 

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 cooperation and understanding.

Best regards,

Petronela

Hello Petronela thank you for trying to solve my problem. Until today, I have no news about the money from the support. I'm trying to send you the videos from the screen recording but it doesn’t let me because they're too big. Is there any other way I can send them to you? Thank you very much.

Hello Petronela , I sent you at the email you send me the screen recordings. Until today i don’t have any answer from the support.

Hi alexandraster1993,

Thank you for providing the recordings.

• Could you please specify the exact dates and times when the incidents took place?
• Additionally, is there anything in your game history that shows the winnings were earned but not credited properly?
• Have you already contacted the casino about this issue? If there was any communication between you and the casino that could help clarify the situation, please forward it to petronela.k@casino.guru.

Thank you.

Dear alexandraster1993,

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 we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.