SpinHub Casino - Os ganhos de bônus do jogador foram perdidos devido a um erro técnico.

Hello. I was playing on Big bass splash i got in to the bonus round. And i hit 4 fisherman and was on the second level of the bonus, when the game starts to lagg, so i went in and out from the game, then my bonus was gone. And i dont get a reasonble compensation. I recived 50 euro bonus money as compensation but i had already won more then that in the bonus.. they say they cant do anything and tecnical errors can happen. For me this is just bullshite. I hawe gave them the ID of the spin. Time and bet ammount..

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Drcool, Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to attila.g@casino.guru? Have you stopped playing right after 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.

Best regards,

Attila

I Will Send you email right now

Dear Drcool, thank you for your response.

In order for me to properly asses the issue, could you please share your game history in a format other than forwarded screenshots? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period: from the moment of the activation of the bonus, until the occurrence of the technical issue.

Thank you in advance for your reply.

They dont answer me. So i cant. Sadly

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Drcool,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila