Tusk Casino - Hráčova výhra nebyla připsána k jeho zůstatku v kasinu.

I won a Bonus 2 times in 2 games at Relax Gaming and when the bonus ended the money was not credited to my balance, this happened in one day 2 times. I immediately contacted the support both times and they told me that they would forward it to the technical department and to expect an email as soon as possible. It's been 3 days and still nothing.

Dear los3e13,

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

Could you please advise what games exactly did you play when the error occurred? Did you play with an active bonus? Is the win recorded in your game history?

Looking forward to hearing from you.

Best regards,

Tomas

In both games I won the money from an active bonus.

The one game is BANANA TOWN in which the history seems to have been deleted, it only shows me:

and the other game is BEAST MODE, also by RELAX GAMING.

And the same thing happens there, the history is very small while I played more than 50 spins

I'm not saying it's the casino's fault, maybe the provider had or has some problem.

Any news about my problem?

Dear los3e13,

Please try to understand that if the bets in question are missing from the game history we cannot build a case.

We would like to help you, but it’s impossible for us at this time. Try to contact the game provider if they might be of any help to you.

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.

Dear los3e13,

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.