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Hello,

I was playing Lightning Storm and I placed two consecutive bets, both of which were canceled with a message saying they were not accepted. However, the amount was deducted and never refunded. I am unable to attach the screenshot showing that I am right and that the operator of Lightning Storm has verified the error. Mostbet is ignoring both my messages and theirs.

Thank you

Buongiorno,

stavo giocando a lighting storm, ho fatto due puntate consecutive, annulate entrambe con restituzione del messaggio non accettate ma l'importo è stato scalato e mai restituito. Non riesco ad allegare lo screen dal quale si evince che io ho ragione e che il gestore di lighting storm ha verificato l'errore ma Mostbet ignora, i miei e i loro messaggi.

Grazie

Dear filippo00000,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history in Excel format to nikolas.b@casino.guru? Please advise the exact time of the incident.

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.

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 understanding.

Regards,

Nick

HI,

I sent the email.

Thank you

Ciao,

ho inviato la mail.

Grazie

Dear Filippo00000,

Were those two bets visible in your betting history? Please note that if they are not present in your history, it indicates that they did not occur.

Could you please confirm whether your balance was deducted by those two bets?

I look forward to your response.

Kind regards,

Nick

Hi, I sent you the screens. Bets not present and amount deducted. The support identified the plays and agreed with me (I sent you the screens via email). They then passed everything to Mostbet who ignores their message and mine. Sorry but it took you 5 days to respond and you didn't even look at the email I sent you and that you asked me for?

Ciao, ti ho mandato gli screen. Scommesse non presenti e importo scalato. L assistenza ha individuato le giocate e mi ha dato ragione (ti ho mandato gli screen via mail). Hanno poi passato tutto a Mostbet che ignora il loro messaggio e i miei. Scusami ma hai impiegato 5 giorni a rispondere e non hai neanche guardato la mail che ti ho mandato e che mi hai chiesto?

Dear Filippo00000,

Thank you for your submission. Unfortunately, the screenshots you provided do not substantiate the issue in question. There is no confirmation from either the casino or the game provider indicating any malfunction or error. Additionally, your betting history does not show enough detail to determine whether the bet was deducted or not, as there is no visible before-and-after balance.

To proceed with the investigation, could you please provide any relevant proof or documentation that may support your claim?

Thank you, and I look forward to your response.

Best regards,

Nick

HI,

I sent you everything and from the screenshots you can see that the chat found the two anomalous sessions reporting them to the casino. The casino says it didn't receive anything. Are you by any chance on their side despite the evidence?

Ciao,

ti ho girato tutto e dagli screen si vede che la lu è chat ha trovato le due sessioni anomale segnalandole al casino. Il casino dice di non aver ricevuto nulla. Sei per caso dalla loro parte nonostante l'evidenza?

Dear Filippo00000,

Please understand that we only consider facts and remain impartial. Unfortunately, there is no indication from the casino confirming any anomaly. The chat simply acknowledged that you have open tickets for your issue and provided a reference number, without further details.

Since no additional evidence has been provided since my last request, we will be forced to close the complaint due to the lack of supporting proof. You may still contact the casino's licensing authorities directly, but we are unable to proceed further without concrete evidence.

Best regards,

Nick