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Incorrect Bonus Payouts – Blazing Coin 20 Hold & Win

Two serious incidents that on Sunday 05/04/2026, while playing Blazing Coin 20 Hold & Win (provider: Amatic Online). Both cases involve incorrect bonus payouts.

First incident:

I triggered the Grand Bonus (red coloured – €400 win), however, I was incorrectly paid the amount of Minor Bonus (blue – €20).

As a result, I received €45.20 instead of the correct €425.20.

Second Incident:

I triggered the Major Bonus (green – €40), but I was incorrectly paid the Mini Bonus (purple – €5).

Thus, I received €7.40 instead of the correct €42.40.

Despite multiple attempts to contact support via live chat, and after emailing support I have not received any response or assistance. This lack of support is very concerning and is negatively affecting my trust in casino platform.

I requested a review of both game rounds and transactions in detail to correct the payouts accordingly.

I am worried that they will not credit the missing winnings to my account.

I attached screenshots taken during gameplay that clearly demonstrate the issue and support my claim and some attempts to contact them.

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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 screen recordings, possibly your game history with the exact time of the incident along with any relevant communication to [email protected]? 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

I did not stop immediately after the first incident because I initially wanted to confirm whether the issue was an isolated occurrence or a recurring problem.

After noticing the discrepancy in the first bonus payout, I continued playing briefly, during which a second similar incident occurred (Major Bonus displayed but paid as Mini Bonus). At that point, it became clear that this might be a recurring issue, and I then stopped playing.

My intention in continuing for a short period was solely to verify and gather additional evidence of the problem, not to continue normal gameplay.

I attached here the screenshots but they didn't published. Please receive the requested evidence via email.

Also find attached screenshots from the bonus rounds

I received in email with update. They just closed the case replying back that the winnings are credited

To avoid any misunderstanding, the winnings were never credited. They maintain that the incorrect payout was actually the correct one. I kindly request your intervention. It is clear that I have been treated unfairly.

Thank you very much for your response.

In order for me to properly asses the issue, could you please share your game history? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period.

Thank you in advance for your reply.

Please receive in personal email the requested history of games.

Also please pay attention on the screenshots from the game showing the bonus I achieved and what they paid out. That is the crucial in order to solve this complain.

Dear Player,

Thank you for your response. Unfortunately, we are unable to continue with the investigation based on the evidence provided. To assist us in moving forward, could you kindly share a comprehensive game history that details each individual spin and bet round during the relevant period?

Thank you in advance for your reply.

I reqyested before 5 days the relevant document but there is still no answer from the casino. so i need more time. please dont close this complain. It seems they wont support and they wont solve the issue.

Thank you for your reply. Do you have any updates for us in relation to this complaint?

I look forward to your response.

Dear angeloszirdas,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru