I was playing the Greentube game at an online casino and was playing on a 40 chip, until at one point I didn't get any free spins. I spun one spin and the provider kicked me out of the game. Usually when that happens, after a while I get back into the game and continue with the spins. But in this case when I managed to come back after 10 minutes, I didn't get my spins back or any money back. I contacted support and they told me they would contact the provider and they would determine the problem. The next morning I received an email saying the following in the attached photo. The problem is that since I didn't manage to play the free spins, I don't see how I could have made 808 dinars, which is ridiculous money on that chip. I contacted support again and they don't have an answer to my question. The problem is, if I didn't play the free spins, how could I have won those 808 dinars, which they awarded me at their own discretion, 2 hours after the awarded spins.

Dear oldyrtibustard,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. However, I want to inform you that we cannot make a case solely based on what you are describing.

Could you please forward any relevant communication along with your game history in Excel format to [email protected]? Please advise the exact time of the incident.

Meanwhile, please check our article explaining "How slot machines are programmed" http://www.kpvfaw.com/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.

If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.

Best regards,

Dominika

Dear oldyrtibustard,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.