Platincasino ES - Gewinne des Spielers werden nicht anerkannt.

During a game I won, it did not show that I had won, and it entered a loop, forcing me to keep playing, and it has not been resolved yet. Due to this fraud, I request a refund.

En juego en que gané no aparecia que había ganado y entró en bucle y siempre tenía que jugar y aún no fue solucionado. Ante este fraude solicito la devolución .

Dear albertorgpi10,

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 veronika.l@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

Veronika

Dear albertorgpi10,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.