Slotsmines Casino - Aufgrund einer Spielstörung wurden die Gewinne des Spielers einbehalten.

On July 20, 2026, I purchased a €12 Free Spin feature (€0.40 bet) on Pirate Kingdom Megaways at SlotsMines Casino. On the 86th spin, with a x63 multiplier active and 2 free spins remaining, the game froze. The uncredited winnings stood at €4,674.43.

My official game log status has now changed to COMPLETED (Round ID: 22418762205), confirming the session finished on the system side. However, the winnings of €4,674.43 were never credited to my account balance.

I have contacted Live Support and email support multiple times over the last 5 days, but I only receive generic template responses stating "it was forwarded to the relevant team." Today (July 25), support agent "Merida" unilaterally ended the chat without providing any resolution or timeline. Furthermore, my active deposit bonus (Month120) is expiring within hours.

I request Casino Guru's intervention to have SlotsMines manually credit my legitimate winnings of €4,674.43 to my balance.

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Hello,

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

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

Dear Kejer04,

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