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I deposited one hundred dollars like I have many times in the past with mixed results, win some, lose most, but that’s gambling in a nutshell. I received spins for Rudolph’s revenge, a game I have played many, many times in the past across many casinos, it’s actually one of my favorites, and it just felt ‘off’. I realize how silly that sounds at first, but it was so weird, I felt I had to investigate whatever I could, so I opened up my bet history. Noting that several numbers were not in sequence, I messaged support. my conversation with them will be attached below. General gist is apparently, it’s only on my end, the casino sees them in the order they were taken, which I find hard to believe, for other reasons, I will go on to explain.

I was advised to clear out my cache and cookies. And I did, on one device. On an iPhone and iPad and an android phone, cache and cookies cleared, the information still appears not in order. In addition, I am checking the casinos record of my bets. It is not available to me without an Internet connection, it is not being saved on my devices.

I would like to see a visual screenshot of the way the casino sees my bet history, and I will share a screenshot with them. Especially because it becomes more complex. The smoking gun, so to speak, is the final spin of seven in the feature, the photo in their records is not the image I have from my final spin either. It’s completely different.

I had the same feeling a few days/a week earlier and out of habit, whenever something strikes me as odd, I generally document in several forms if possible. This incident takes place on December 24, but I went back to my documentation of the prior incident, December 20, and found the numbers of my spins were out of order in several locations on that evening as well.

it gets further confusing still when documentation I have preserved from two other casinos, posh casino and wild Vegas show the same flaws over out of sequence spins. I imagine I may have to open up a different complaint for each of them, but I believe they’re also owned by the same company.

This is confusing shocking and disappointing as I have deposited several hundred if not, thousands with this website. To hear that they are not able to offer any sort of explanation is more than concerning and while I would certainly like to have my most recent deposit refunded, I would like to request my deposit from December 20 for $100 also refunded as I have documentation and furthermore to look into how long in the past something like this may have potentially been happening. I understand words are not enough to fully understand, I will provide all necessary photograph and video evidence and clarify whenever possible.

Dear cpaulking,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing and understand your concern.

To help us investigate this matter further, could you please clarify the following:

• Is the only discrepancy you’ve noticed in your gaming history the incorrect order of the spins?
• Are all the spins listed in your gaming history consistent with the bets you placed and their results, aside from the order issue?
• Have you requested the casino to provide your complete gaming history in an Excel format or similar? This report should include the game round numbers, bet amounts, and results of each bet for comparison.

Additionally, if you have any screenshots, videos, or other documentation showing the discrepancies, please share them with me. These will be invaluable in verifying the issue and communicating with the casino. My email address is veronika.f@casino.guru.

Thank you for your cooperation, and I look forward to your reply.

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.