MyEmpire Casino - Un giocatore presenta un reclamo per un problema tecnico.

Hello. I am writing to inform you that I have officially submitted a formal complaint against MyEmpire Casino on Casino Guru regarding the technical glitch on "5 Lions Megaways". I have provided their team with full video and screenshot evidence of the winning screen. I demand that your technical department contacts Pragmatic Play directly to check the Round ID and the server logs of my session. I will not drop this case until it is fairly investigated

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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 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,

Attila

Hello Attila,

Thank you for your response and for looking into my case.

I have just sent an email to [email protected] containing all the available supporting evidence, including screenshots and video recordings of the incident, as well as my game history.

To answer your question, yes, I stopped playing immediately after the incident occurred.

Thank you in advance for your assistance. I look forward to hearing from you.

Best regards,

[Redacted]

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you 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.

I have send the email but no answer for 3 days

Thank you for your response. After carefully reviewing the evidence provided, we have not found sufficient proof that any winnings were uncredited. Could you please clarify the video recording you have forwarded? It appears that there are no winnings displayed in the video.

Additionally, could you kindly forward the email in which you requested the game history from the casino?

I look forward to your reply.

I recorded this video when the jackpot appeared on my screen and it wasn't showing the winnings.The purpose of this video was to capture the exact moment the jackpot appeared on my screen, which is why it does not show a final credited amount yet. The issue is that the game showed the jackpot screen, but the corresponding winnings were never actually added or displayed as credited balance.

Thank you for your clarification.

Could you also confirm whether a real-money bet was deducted from your balance to trigger the jackpot round? In other words, was the qualifying spin successfully placed and paid for, but the jackpot feature failed to complete?

I look forward to your reply.

Dear Player,

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