888 Casino IT - Jogador solicita encerramento de conta e reembolso.

No slot machine has ever paid me 1032 euros, I ask for a refund and the blocking of my account

Nessuna slot mi ha mai pagato in 1032 euro,chiedo il rimborso e il blocco del mio conto

Dear 22n88b7x8f,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. However, I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.

If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me at veronika.f@casino.guru if there is anything else I could do for you regarding your complaint.

Best regards,

Veronika

The link you shared doesn't even open, however it seems strange to me that with that amount I didn't win anything and that inevitably the balance goes to 0 without any payment

Il link da te condiviso nemmeno si apre,comunque mi sembra strano che con quel importo non abbia vinto niente e che inevitabilmente il saldo va a 0 senza nessun pagamento

it also happened that the 777 cash out slot machine every 2/3 minutes blocked saying that I have no connection even though I have the 5G connection at maximum, and the same with the Wi-Fi, clicking reconnect after 2 times a QR code appears then it blocks

e successo anche che la slot machine 777 cash out ogni 2/3 minuti si bloccava dicendo che non ho connessione nonostante abbia la connessione 5G al massimo,e lo stesso con la Wi-Fi, cliccando riconnetti dopo 2 volte compare un codice QR poi si blocca

Were all the bets you placed losing bets, or did you win some as well?

Return to Player (RTP), also known as the payout ratio, represents the statistical percentage of total wagers that a game is expected to return to players over time. It’s important to note that RTP does not indicate how much of a player’s total deposits will be returned, as individual outcomes vary significantly.

For example, if a player wagers $1,000 on a game with a 90% RTP, the expected return is $900. However, this is a mathematical average calculated over a long period, meaning actual results can differ greatly in the short term.

Here are a few key points about RTP:

• It’s based on long-term statistics. Some players may get lucky and win more, while others may experience losses. Over time, results tend to align with the RTP, a concept known as the law of large numbers in mathematics.
• Past results do not influence future outcomes. A common misconception, known as the Gambler’s Fallacy, is the belief that if a certain result (e.g., red in roulette) has occurred multiple times in a row, the opposite result is more likely to happen next. In reality, each spin or round is independent, and previous outcomes do not affect future probabilities.
• Short-term variance is normal. A player might experience streaks of wins or losses, but over time, the actual return typically moves closer to the expected RTP.

If you’d like to learn more about RTP, we recommend watching our videos on this topic:

https://www.youtube.com/watch?v=s0rVhAZL1-E

https://www.youtube.com/watch?v=s9fzMDzadtA

If that is the RTP then I didn't even get close to it since at most I saw €50 once and even then it would freeze as explained in the second answer, after which I would reload the game and then it wouldn't pay anything anymore,

your RTP example is the same as the amount I described and I have not seen any wins like that

Se quello è il RTP allora non mi ci sono avvicinato nemmeno dato che al massimo ho visto 50€ una volta ed anche lì si bloccava come spiegato nella seconda risposta,dopodiché ricaricavo il gioco poi non pagava più niente,

il tuo esempio di RTP è uguale all’importo da me descritto ed io non ho visto nessuna vincita del genere

Dear 22n88b7x8f,

Thank you for your responses and for sharing more details about your experience. I understand how frustrating it must be to feel like something went wrong during gameplay.

We’ve carefully reviewed all the information you provided. Unfortunately, without solid evidence such as detailed game logs or screenshots showing a specific malfunction or unfair treatment, we’re unable to proceed further with your complaint. Please understand that we can only intervene if there is clear proof of wrongdoing or a breach of terms by the casino.

As we were unable to find sufficient evidence to support your claims, we will now close this complaint. Should any new information or proof become available, feel free to contact us again and we’ll be happy to reopen the case.

Thank you for your understanding.

Best regards,

Veronika

Casino.Guru Team