PlayOJO Casino Ontario - Печалбите на играча не са записани правилно.

I was playing the game called Gold Blitz express, on the screen showed I won 58.40 ,but when I went to withdraw my winnings they were not in my history, so I complained to support but never got any satisfaction. They just keep telling me to check my game history,so I told them I did but it wasn't there.This happened twice to me on the same game, the first time it happened I won $143.00 and it wasn't in my history when I went to withdraw. I didn't expect it to be gone so I didn't take a screen shot the first time only the second time.But I've sent a bunch of messages with know satisfaction.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Brendabet,

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 [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,

Veronika

Thank you for your email. Could you please send me the screenshot showing the win as a separate, full image?

Dear Brendabet,

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,
Veronika
Casino.Guru

We’ve reopened this complaint at the request of Brendabet. We would like to give this case one more opportunity to be resolved and help both parties reach a satisfactory conclusion.

Dear Brendabet,

Please forward me your bank statement in PDF format, covering the period from March until today, at [email protected]. We need to review whether you received the balance mentioned by the casino or whether the funds were not credited to you at all.

Please also note that we recommend responding directly in this complaint thread, not only via email. Due to the high volume of emails we receive daily, it can sometimes be difficult to keep track of all communication, and your complaint may be automatically closed if the timer expires.

Thank you for your understanding and cooperation.

Dear Brendabet,

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,
Veronika
Casino.Guru