PureWin Casino - 플레이어가 게임에 문제를 경험했습니다.

I was playing one of the slots and in free spins , One of spins had great potential (cascades for every win combination) and I almost had max win combination. Casino kicks me out and that free spin is not continued and next free spin triggered without finishing last free spin.

When I reached out to support , most of support have no idea and they have specific templates to respond and more over they dont care about customer and issue.

I have sent almost 100 mails to get it sorted but their response is very bad.

I will be attaching the game history and you can see that after 16th cascade of 6th respin it didnt continue from there. It moved to 7th spin.

Dear Anil547,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Would you be so kind and forward all the available evidence together with communication between you and the casino to kristina.s@casino.guru? I would like to gather as much information about your case as possible.

Also, could you, please indicate what the disputed amount of €100,000 stands for?

Looking forward to hearing from you.

Best regards,

Kristina

Hi Kristina,

Thanks for looking into it. I have shared details on your mail ID.

Regards,

Anil

Anil547, I am sorry but based on all the available information, we cannot continue resolving this case. It is close to impossible to prove that this is the casino’s mistake since situations like this are often caused by a weak internet connection. Not to mention that the casino doesn't have a recording of any winnings from this spin and it isn't able to estimate the lost winnings, since you might have been lucky and hit a win as well as lose.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.