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I hit 5 SCATTERS in the game "Pirates Gold Rush" (Bet: 2€). The game crashed exactly at that moment. My Bet History (Session ID: 10009999095366) shows the 5 Scatters, but the win is registered as 0.00€ and the bonus was lost. Support agent "Lia" refused to help and demanded a video of the event, which is an impossible request. I have all the screenshots from the logs proving the 5 Scatters.

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Dear richicastro329,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve encountered.

Please note that games in online casinos are programmed to continue running even if the connection between your device and the game provider’s server is interrupted. In such cases, the result displayed on your screen might differ from the one registered on the server. However, if two different outcomes exist, the valid result is always the one recorded on the casino’s server.

To better understand the situation and assist you further, could you please answer the following questions?

• Do I understand correctly that this issue occurred only once and with one specific game?
• What specific error message did you receive when the game crashed?
• At what point in the game did the crash occur (e.g., immediately after hitting the scatters, during the bonus round, etc.)?

Thank you very much in advance for your reply.

Best regards,

Petra

Thank you for your reply and for providing the previous details, richicastro329.

Could you provide any additional evidence/communication you had with the casino that would support your case? You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Hi Petra.

Thank you for your response. As requested, I have just sent all the evidence and additional communication with the casino to your email address ( petra.h@casino.guru ).

The documentation includes screenshots of the 5 Scatter symbols, the betting history showing €0.00, and emails from the casino manager offering 40 free spins/€40.

Please let me know if you received everything correctly. Regards.

Hola Petra.

Gracias por su respuesta. Tal como solicitó, acabo de enviar todas las pruebas y la comunicación adicional con el casino a su correo electrónico (petra.h@casino.guru).

La documentación incluye capturas de pantalla de los 5 símbolos Scatter, el historial de apuestas que muestra 0,00 € y los correos electrónicos del gerente del casino que ofrecen 40 giros gratis/40 €,.

Por favor, avísame si recibiste todo correctamente. Saludos.

Dear richicastro329

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear richicastro329,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Rolling Slots Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Hello Martina!

We have successfully provided all the details and evidence regarding this case to your official email. Please note that we previously provided this information to Petra and Petra’s email address.

Please let us know if you require any further information or additional documentation from our side.

Best regards,

Rolling Slots Casino Team.

Greetings, all.

Thank you, Rolling Slots Casino, for providing all the information and the evidence about this case.

Dear richicastro329,

Given the evidence, we are forced to close this complaint as rejected. The screenshots of the network error (7th March) you have provided, happened on the different day, then the winnings of 5 Scatter symbols( 7th March).

I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly and we base our decisions strictly on verified evidence, without influence from external pressure or assumptions.

You are certainly entitled not to agree with our conclusion and you are free to reach out to licensing authority if you believe you are justified in your stands.

I’m sorry we couldn’t assist you further in this case.