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i have been waiting for my problem to be solved since dec11 i was on my free spins for bonus spins and had plus 40$ and 19 spins left when my comuter shut off when i went back on it deleted my free spins and wins i have sent 20+ emails and no response and all chat can say is i did all spins and recieved money to check my history my history sais ZERO played ZERO wins i want to talk to a manager but no one will respond

Dear sabbyyy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. However, I want to inform you that we cannot make a case solely based on what you are describing.

Could you please clarify if the free spins were part of a deposit bonus or if they were from a bonus that doesn’t require a deposit? Could you perhaps provide us with a video or screenshots of your win? Could you provide us with a history from the time you were supposed to achieve your win?

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.

If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do.

I’ll be looking forward to your reply. Thanks for your understanding.

Best regards,

Tomas

i deposited 36$ and got 90 fs wager free on ninja game i played 71 games and my computer crashed upon turning it back on my spins said there were all done and money wasnt credited nor could i go into rewards to continue my fs it all dissapeared and i wentin the game no fs

Dear sabbyyy,

Could you please advise on the first screenshot of your 'game activity' is there any information on the winnings on your account from these individual bets?

Please understand if there are no records of your winnings, we might not be able to help you with your case.

Thanks for your understanding.

i played many different games they all have game activity except the one i had 90 fs on... it said i won zero dollars for 90 spins and the screenshot shows i was winning

I understand your frustration, but this will not be sufficient for us to proceed. If the wins weren't recorded in your game history there is little we can do. Did the casino check your gameplay with the game provider directly?

i have a screenshot of what i was winning i am so frustrated in my history it says zero and they said they cant check history as its a third party thing but i did give them the session id and game id numbers and they are checking with third party my history is good for all other games i played except this one where my computer died and never restored and nothing was in rewards

Dear sabbyyy,

Do I understand correctly that the casino requested a check from the game provider regarding your free spins? Did they already conclude anything?

They won’t show me the history so they sent my concern off to a different department

i went to chat for an update and they r changing the concern to free spins from yesterday this has been an issue since dec11 they are not addressing my money paid dissapearing spins!!!!

Hello sabbyyy,

I am sorry I haven't replied sooner.

I am afraid that without the records from your game history and with just this screenshot we cannot build a case to pursue. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.

If you happen to gain any evidence of your game history from the casino and they still refuse to acknowledge your winnings, you can request to reopen the complaint here on casino.guru so we may assist you.

Tomas

Casino.Guru