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On 2 seperate games that I play regularly on different casinos froze in the middle of my bonus when I was about to hit a big win and when I reloaded the games the bonus was gone and nothing was won I get sometimes this happens but is it a coincidence that they were both about to actually be really big wins on the same night and the exact same thing happened? the games were gold digger megaways and Hades river of lost souls I feel like I got ripped off for sure.

Dear Brad,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history in Excel format to petronela.k@casino.guru? Please advise the exact time of the incident. and describe in more detail why you believe "you were about to hit a big win".

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 and demand your potential wins be honored.

Looking forward to hearing from you. Thank you in advance for your understanding and cooperation.

Best regards,

Petronela

I had all the gold balls that drop on the hold and win and it froze and the game history will only show the past 50 spins

Thank you, Brad, for your reply. I can see that your bet has been returned to you. As I mentioned earlier, if the round hasn't been finished properly, no gambling establishment would pay your potential winnings.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

I just don't understand I play online alot I have been for years. Lots of times games freeze but when you go back to it it goes back to where you left off. This didn't and athe exact same thing happened on 2 seperate games in the same night? Doesn't that seem fishy?

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.