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Simple problem. I was playing Larrys Lucky Tavern and it showed a winning spin but then froze. I have several pictures showing the winnings not being paid. I have contacted the casino and they are actively working on it. However they are not keeping me informed on the progress or where we are at. I was hoping yall could find out better information.

Dear JasonJ41583,

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

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.

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.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

Thank you for the quick response. I have sent emails and attachments to you to help out with this case. Let me know if you need anything else.

Thank you, JasonJ41583, for the forwarded communication.

Could you please advise the exact time and date of the incident? Is the disputed amount visible in your game history? Was it one faulty game round or did your accumulated winnings simply disappear?

Friday May 5, 2023 @ 643 am est. The game didn’t pay out so I immediately messaged customer service but I tried the game again @ 746 am est. the game spun and froze up. It again showed a winning spin but didn’t pay out. The game has since been froze in that same spot. When I load up the game it starts my spin and then freezes up. It was back to back games when it froze. The disputed amount is not visible because it said 0 by winnings. Im not sure how much it was because it was a $5 spin that hot pretty good and should have paid out a decent amount. Hope thats the info you were looking for. Thanks for your help with this. Jason Jones

Could you please try and request your game history from the casino directly?

Meanwhile, please understand that it is very difficult to dispute potential winnings if the round has never been completed. How much is your active balance now?

Active balance is 0. I went from 463 to 0 very quickly as I went on a very bad losing streak after the freeze up

I apologize, but we won't be able to assist you with your claim, as you continued playing after the disputed round and it was not completed correctly. Unfortunately, we don't have any concrete evidence that could support your allegation that the casino confiscated your winnings or that you are eligible for any potential payouts. I hope you understand our position in this matter.

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.

Not sure what evidence you looked at but what I saw clearly shows I was a winner that didn’t get paid. Either way thats not important now. The casino did fix the issue and gave me my winnings for that spin. So problem was solved

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, JasonJ41583, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru