Slots Garden Casino - Играчът иска разяснение и възстановяване на средства за несъответствия в акаунта.

I deposited one hundred dollars like I have many times in the past with mixed results, win some, lose most, but that’s gambling in a nutshell. I received spins for Rudolph’s revenge, a game I have played many, many times in the past across many casinos, it’s actually one of my favorites, and it just felt ‘off’. I realize how silly that sounds at first, but it was so weird, I felt I had to investigate whatever I could, so I opened up my bet history. Noting that several numbers were not in sequence, I messaged support. my conversation with them will be attached below. General gist is apparently, it’s only on my end, the casino sees them in the order they were taken, which I find hard to believe, for other reasons, I will go on to explain.

I was advised to clear out my cache and cookies. And I did, on one device. On an iPhone and iPad and an android phone, cache and cookies cleared, the information still appears not in order. In addition, I am checking the casinos record of my bets. It is not available to me without an Internet connection, it is not being saved on my devices.

I would like to see a visual screenshot of the way the casino sees my bet history, and I will share a screenshot with them. Especially because it becomes more complex. The smoking gun, so to speak, is the final spin of seven in the feature, the photo in their records is not the image I have from my final spin either. It’s completely different.

I had the same feeling a few days/a week earlier and out of habit, whenever something strikes me as odd, I generally document in several forms if possible. This incident takes place on December 24, but I went back to my documentation of the prior incident, December 20, and found the numbers of my spins were out of order in several locations on that evening as well.

it gets further confusing still when documentation I have preserved from two other casinos, posh casino and wild Vegas show the same flaws over out of sequence spins. I imagine I may have to open up a different complaint for each of them, but I believe they’re also owned by the same company.

This is confusing shocking and disappointing as I have deposited several hundred if not, thousands with this website. To hear that they are not able to offer any sort of explanation is more than concerning and while I would certainly like to have my most recent deposit refunded, I would like to request my deposit from December 20 for $100 also refunded as I have documentation and furthermore to look into how long in the past something like this may have potentially been happening. I understand words are not enough to fully understand, I will provide all necessary photograph and video evidence and clarify whenever possible.

Dear cpaulking,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing and understand your concern.

To help us investigate this matter further, could you please clarify the following:

• Is the only discrepancy you’ve noticed in your gaming history the incorrect order of the spins?
• Are all the spins listed in your gaming history consistent with the bets you placed and their results, aside from the order issue?
• Have you requested the casino to provide your complete gaming history in an Excel format or similar? This report should include the game round numbers, bet amounts, and results of each bet for comparison.

Additionally, if you have any screenshots, videos, or other documentation showing the discrepancies, please share them with me. These will be invaluable in verifying the issue and communicating with the casino. My email address is [email protected].

Thank you for your cooperation, and I look forward to your reply.

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Veronika,

no, there is a visual component to the discrepancy as well. In addition to numbers of spins being out of chronological order, the images used to represent my spin are completely incorrect. To that there may also be an issue with a payout, but I am not incredibly familiar with what constitutes a winning spin what does not.

I have not requested anything from the casino aside from a screenshot of my last few spins when I finally noticed the discrepancy. Below, please find as much data as I could attach.

——

——

1

2

3

4

5

6

the final spin, 7, is where the trouble begins;

7

8(?)

I have many pages of data still to go over, but this should be plenty to start with. I also have screenshots/video of my play on the same game from December 20 with several spins out of order as well. I do not want anything else shown to the casino until they can provide me with an Excel spreadsheet of my data from both days.

This is a copy of my chat with support:

Thank you for sharing the screenshots. Could you confirm if only the numbers for your final two spins have been reversed? Given that the timestamps for these spins are identical, it is possible that a technical issue, such as a connection problem, caused the spins to be recorded in your gaming history at a later time.

Please let me know if you have noticed similar discrepancies in other parts of your gaming history, or if you have additional information to share.

Dear cpaulking,

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.

Ny apologies, just as it is a busy time of year for you, it is the same for me, I must have missed the email alert for your last response. Many other spins are reversed, the bottom of the page is cutoff but there is another at the bottom, I will attach a video as well.

these are dec 20:

this was yesterday:



Apparently I am unable to attach saved video

Thank you for your response. You can send the video to me at [email protected].

Dear cpaulking,

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.

Dear cpaulking,

Thank you for your message. After reviewing the details of your case, we regret to inform you that we are unable to proceed with your complaint on our platform. The issues you’ve described—such as the bet history sequence and discrepancies in screenshots—are technical matters that we, unfortunately, cannot independently verify or investigate.

If you would like to review your gaming history in Excel format, we recommend reaching out to the casino directly to request it. As a player, it is your right to ask for such information, and the casino should provide it upon request.

We truly appreciate your trust in us and your patience throughout this process. While we’re unable to assist directly with this particular case, please don’t hesitate to contact us for help with any future concerns.

Best regards,

Veronika