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here’s my 100th message to "Scarlett telling me their going to fix the issue" and still has not. I am a big player here and play 10-15k a week. I get In today, put in 4 Ethereum, and then on the wild fruits hit 4 scatters for 500,000 and 15 free spins. You only ever hit 3 scatter for 7 spins and I’ve played over 50,000 spins in this game, and with my best Amount I usually hit 1-3 eth which is 1,000,000-3,000,000 coins. With this bonus with double the spins I would likely have hit 3-10,000,000 coins 3-10 eth. I literally hit it, and it didn’t register as a win what so ever, didn’t pay me a win nor the spins. I immediately took pictures stopped and alerted support. They’ve left me hanging the entire time.

I feel like there is something going on here. Because Scarlett 4 eth was taken, I got a spin that is so rare I’ve never seen it. I don’t know why your blowing me off. If this was something that was a priority I would have heard from you and or tech support or management. This isn’t an issue that will be going away Scarlett I invest to much money and time into you guys just stealing from me. You haven’t even taken the game down whirl you make sure

Dear Jclausen1,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 7BitCasino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please specify how was the result of the spin recorded in your gaming history?
• Do I understand the casino acknowledged a mistake and decided to investigate the issue?

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

Best regards,

Tomas

hey thomas, as an update of 27 hours later. They keep asking me to be patient as their technical team is working on it. This is some thing that I am having a hard time excepting because it’s a lot of money and I’ve probably played close to 10 times that through there the last couple of months.. Not to mention they first try to deny it then they admitted it and now they’re telling me to just be patient please. They are fully licensed and therefore should be regulated, but I don’t know how anybody would remain patient with this because like I stated I put over $1000 in within the hour was betting big to win big and then I hit the biggest win I’ve ever had in over 50,000 spins on the same game .

I’m not sure what it registered as I literally screenshot it as it did not give me the 15 free spins, nor payout

Also, please tell me there’s something you guys can do to help me

Thanks for your response, Jclausen1

In order to confront the casino, we will need more specific evidence. Without it, we can't compel the casino not to honor their investigation of the technical issue you experienced.

Kindly specify how the spin result was recorded in your gaming history by providing a screenshot or a gaming history from the time of the incident. You can usually find the gaming history in your casino account or you can request it from casino support.

My email is tomas@casino.guru

Hey thomas, I will find that asap. It shows I didn’t win anything, yet they’re telling me the most contradictory things Ever!

I will hear from management and technical support through email, I never have.

they won’t connect me with management what so ever

continuing to backpedal and tell me a lot of lies.

I will get an email back, I’ve not gotten a single email.

it registers a win for 500,000 which "it did not"= .005 Eth. In reality 500,000 =.5 eth

Major confusion and disperse between the live chat agents, Crystal, Scarlett, Raphael.

"Allways Lucky Spins game on the 11th of November at 22:16 UTC. It was a winning round with a profit of 0.005 ETH (500000 credits), and everything was calculated correctly."

the quote above was sent again today 11-19-23 and it’s so false it’s disgusting. I never had anything in my balance from that spin, and I’ve attached all that info.

Please send me the communication transcript between you and the casino so we have a complete picture of the situation.

I'll await your reply.

s

Hey thomas I’ve sent everything over where are we at man

Dear Jclausen1,

I am sorry but could you point out the contradiction in the conclusion you received from casino support and the discrepancy of 8000 USD?

Is the spin in question the following from the one on the screenshot?

could you please send me the spreadsheet file and highlight the spin that caused the incident? Send it to my email at tomas@casino.guru

Hey thomas, the one in question shows that I didn’t win. Yet you looked at all the photographic evidence. I have another 50 screen shots of my discussions with their people over a. Weeks time. . They all lie and say something different. One days they’ll make it right another no, it’s pathetic to read honestly. I just want my money man. . Then they said I’ll get emails from technical support and management and I NEVER GOT ONE. They literally swept it under the rug. The spin won 4 scatters, I have only ever won 3 and at my bet it pays 1-4 eth easily and with 4 you get 15 spins instead of 6! So HUGE, I invested 8k that hour for that spin. Z

Hey please let me know

I am sorry, but the documents linked to the dropbox were made unavailable. Try to share them again or in other way.

Also, please share the spreadsheet file of your gaming history, so we may review it. I apologize for the inconvenience.

Dear Jclausen1,

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.

We’ve reopened this complaint at the request of Jclausen1. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Message from the player:

"Thomas I never got another response from you. And the casino has totally blewn me off without any hesitation what so ever. So if you could take this seriously I could truly use your support"

Thank you very much, Jclausen1, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Jclausen1,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Dear Casino Guru Team and Jclausen1,

Thank you for your attention regarding this matter.

We would like to provide you with some updates on the ongoing efforts to resolve the concerns raised by the player. Our team has been diligently working to investigate the matter thoroughly. Rest assured, the case is being handled with the utmost seriousness, and we will provide regular updates on any developments and actions taken as we work towards resolving the matter.

Should you have any inquiries or require additional information, please feel free to reach out. Your partnership in maintaining a fair and transparent gaming environment for all is valued.

Best regards,

7Bit Casino team

Thank you for the information.

Please inform me if you discover anything.

Particularly where the round with the ID from the picture disappeared.

Dear Casino Guru Team and Jclausen1,

Thank you for your patience.

Following an extensive investigation into the matter, our team has thoroughly reviewed the data and records relating to the round in question. We have contacted the official gaming provider to receive confirmation of the correctness of the round. The analysis has revealed that the calculations performed during this particular round were executed accurately, aligning with both our internal records and the data. In the requested round player had a win of 5000000 credits which is 0.005 ETH. Detailed information can be found in the attached file.

We strive to provide a fair and transparent gaming environment for all our players, and we assure you that our systems are designed to accurately record and process gameplay outcomes. However, we understand that discrepancies can sometimes occur, and we apologize for any confusion or inconvenience this may have caused you.

If you have any further questions or concerns, please do not hesitate to contact our customer support team. We are committed to addressing any issues promptly and ensuring that you have a positive experience at our casino.

Best regards,

7Bit Casino team

Dear Jclausen1,

Upon reviewing the casino's logs, it appears that your winning round did not involve 4 scatter symbols, but rather a different combination resulting in the return of your bet. This has been confirmed by the logs.

In certain instances, particularly when there are connection issues, a game round may conclude differently on the client side. If the connection is disrupted while the spins are in progress, the game must still conclude. In such cases, the game ends with a random result determined by your local device, rather than the RNG machine on the server. Upon reestablishing the connection, the balance synchronizes with the server, as it represents the accurate record. Despite any screenshots you may have, the server's results are the correct ones. I regret to deliver this disappointing news.

You can see in the pictures and in the blatant rules and obvious spin. I’ve played the game for months and NEVER HIT 4 Only 3. It’s a huge payday with over double the spins which average .3-.5 per spin on that bet. I don’t know how this could be disputed or discredited please look at my documents including them recognizing the issues and then never responding and wasting 66 hours of live chat in a week

Also no disruptions. I immediately stopped playing when it happens and reached out to support and still haven’t played a spins since

I understand your frustration, but in this situation, there is nothing we can do. It is a common rule that in the event of a discrepancy between your device and the server, the server's results are considered genuine.

When your device disconnects from the server, it ends the spin with a random result that does not follow the mathematical logic behind the slot. This increases the possibility of hitting a very lucky combination.

Complaints like yours are common, and I apologize for it. However, the casino does not have control over your connection status, and a wrong result can occur when you, for example, lose signal or your cellphone switches from 4G to Edge or a lower quality network. I hope you understand that we are unable to assist you and that the casino is justified in this case.

Dear Jclausen1,

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, Jclausen1 did not respond to our last message. However, based on all the information written above, I am closing this complaint as unjustified.