ZetCasino - Spelarens vinnande insats krediterades inte.

I had a win of €350 after the Powerspins in the Lucky Pharaoh slot, which was not credited to my account.

The data is missing in my game history, but between the last two activities you can clearly see the changed account balance.

I have a screenshot of the win mentioned above, which shows the win, the time and the entire course of the game round.

Casino asks for a betting ID, due to the incomplete history I don't have it.

Ich hatte in dem Slot Lucky Pharao einen Gewinn in höhe von 350€ nach den Powerspins, dieser wurde mir nicht gutgeschrieben.

In meinem Spielverlauf fehlen die Daten, zwischen den letzten beiden Aktivitäten erkennt man aber klar den Veränderten Kontostand.

Von dem oben besagten Gewinn habe ich eine Bildschirmaufnahme worauf man den Gewinn, die Uhrzeit und den ganzen Verlauf der Spielrunde sieht.

Casino fordert eine Wett ID, durch den unvollständigen verlauf habe ich diese nicht.

Dear Dragonhunter,

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.

How do I get the game history in excel format?

Wie komme ich an den Spielverlauf in excel Format ?

Hello Dragonhunter,

The game history should be available to download where your betting history is within your account. If it's not, your can request the casino to send you.

Also please understand if the log is not in your game history, it is considered as the bet never did happen and the player is not eligible for such wins (please read the article provided in my first post).

Dear Dragonhunter,

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.