MyEmpire Casino - Aufgrund eines Spielfehlers wurden die Gewinne des Spielers nicht gutgeschrieben.

I played a bonus at dog house 0.60 minutes it gave me 578.49 minutes which after the bonus were never credited to my account I have sent them messages I have videos I have photos of this specific bonus the problem is that it is not in the game history because the slot got stuck and it does not show it for that reason I was not credited the money and they have been fooling me for five days now I have sent them everything and they are not giving me their money instead of the bet ID which does not exist the bonus ID to see that it is valid and that it is what I tell them And they continue to ask me for this thing and fool me that they will inform me by e-mail

Έπαιξα ένα μπόνους στο dog house 0,60 λεπτά μου έδωσε 578.49 λεπτά τα οποία μετά τον μπόνους δεν πιστώθηκαν ποτέ στο λογαριασμό μου τους έχω στείλει μηνύματα έχω βίντεο έχω φωτογραφίες από το συγκεκριμένο μπόνους το θέμα είναι ότι δεν υπάρχει στο ιστορικό παιχνιδιού διότι το φρουτάκι κόλλησε και δεν το δείχνει γι’ αυτό το λόγο Δε μου πιστώθηκαν τα χρήματα και έχουνε τώρα πέντε μέρες που με κοροϊδεύουν τους έχω στείλει τα πάντα και δεν μου βάζουν τα λεφτά τους δίνω αντί για το bet ID που δεν υπάρχει το ID του bonus να δουν ότι είναι έγκυρο και ότι είναι αυτό που τους λέω Και εξακολουθούν να μου ζητάνε αυτό το πράγμα και να με κοροϊδεύουνε ότι θα με ενημερώσουν με e-mail

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. To better understand your situation, please allow me to ask a few questions:

• Am I correct in understanding that your game got stuck while you were playing a bonus feature?
• Have you tried refreshing the game to check what result was recorded in the gaming history?
• Has your real-money balance changed in any way after the game glitched?
• Can you see the win of €578.49 recorded in your gaming history?
• Do you have any videos showing the win being credited to you? If so, kindly forward them along with screenshots of your gaming history and all communication between you and the casino customer support regarding this issue to veronika.f@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

No, it wasn't interrupted by anything, it just finished the pain of 17 spins and the money just wasn't credited to my account as usual. This company is asking me for a bet ID that doesn't exist anywhere in my game history. Logically, because of the mistake that was made about it, and the money wasn't credited to my account, it seems like it doesn't exist. There's a 3-minute gap in my history. That's when the bonus was played. It's just not recorded. But I have the video from inside the game provider. I have photos. And I have the time and date. The bet I was playing, my winnings, and the bet ID of the bonus are all clearly visible from within the game.

Όχι δεν διακόπηκε από κάτι απλώς τελείωσε τον πόνους των 17 περιστροφών και απλώς δεν πιστώθηκαν μετά από αυτό τα χρήματα στο λογαριασμό μου ως συνήθως Η συγκεκριμένη εταιρεία μου ζητάει ένα bet ID το οποίο δεν υπάρχει πουθενά στο ιστορικό παιχνιδιών μου Λογικά λόγω του λάθος που έγινε γι’ αυτό και δεν πιστώθηκαν και τα χρήματα στο λογαριασμό μου φαίνεται σα να μην υπάρχει έχει κενό 3 λεπτών στο ιστορικό μου Που είναι η ώρα δηλαδή που παίχτηκε τον μπόνος απλά δεν είναι καταγεγραμμένο Έχω όμως το βίντεο από μέσα από τον πάροχο του παιχνιδιού έχω φωτογραφίες Και έχω ώρα ημερομηνία Το bet το οποίο έπαιζα τα κέρδη μου και το bet ID του bonus του οποίου φαίνονται όλα ξεκάθαρα μέσα από το παιχνίδι

https://www.cnpmciozgh.net/dBnEk8zgwZ

https://www.cnpmciozgh.net/dBnEk8zgwZ

Hello Maomao1988,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Okay, thank you very much, I'm waiting for your answer and I hope we have good news and I can also receive my money because there is no new information and as far as I'm concerned, the money will not be credited because I don't have the bet ID they're asking for.

Εντάξει σας ευχαριστώ πάρα πολύ αναμένω την απάντησή σας και ελπίζω να έχουμε ευχάριστα νέα και να λάβω και εγώ τα χρήματα μου διότι δεν υπάρχει κάποια καινούργια ενημέρωση και όπως μου πάνε τα χρήματα δεν θα Πιστωθούν διότι δεν έχω αυτό το bet ID που μου ζητάνε

Dear Maomao1988,

Thank you for your patience.

We have carefully reviewed all the information and materials you provided, including the screenshots and the video.

Unfortunately, in cases involving technical issues or alleged missing game rounds, the decisive evidence must come from the casino’s and the game provider’s official server logs. These logs record every single spin, bonus trigger, win, and transaction with a unique bet ID. They are considered the only authoritative source for verifying whether a round was completed and what result was officially recorded.

Since there is no missing round in the system records, and the bonus round does not appear in your official game history, we have no objective way to prove that the win of €578.49 was validly generated and finalized on the server level. Because of this lack of verifiable server-side evidence, we are unfortunately unable to challenge the casino’s position or request the payout on your behalf.

We understand this is not the outcome you were hoping for, but without confirmation from the official game records, we do not have sufficient grounds to proceed further with this complaint.

Kind regards,

Veronika