Dear Oleona,

Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): http://www.kpvfaw.com/learn-about-games-of-chance-rtp-variance.

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,

Petronela

The casino is not fair! All the players insolently drained! I will not invest more in it and a ruble since it is a bottomless bottom! Honesty control is turned off, I even added a screen to you! But something is impossible to challenge! Not one positive review! Already closed the whole table, left only two numbers 7 and 34 not closed, exactly where the number is not closed and so more than once! What honesty ?? The most finished casino since it is not fair! The slots are all empty!

Казино не честное! Всех игроков в наглую сливают! Больше в него и рубля не вложу так как это бездонное дно!  Контроль честности отключают  , я вам даже скрин добавила! Но что то оспорить невозможно! Не одного положительного отзыва! Уже закрывала весь стол оставила только два числа 7 и 34 не закрытых , именно туда где число незакрытое попало и так не один раз! Какая честность?? Самое конченое казино так как оно не честное! Слоты все пустые! 

Thank you very much Oleona for providing all the necessary information. I will transfer now your complaint to my colleague Juli who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Oleona, 
I'm sorry to hear about your bad experience. Please be informed that all games have a certain house edge and the casino can’t influence it. The game providers are responsible for running the games. If you experienced a lengthy streak of losses, it’s most likely that this is just a demonstration of statistical characteristics of the games you’ve been playing. Especially in high-volatility games, it’s not unusual to play hundreds of game rounds without hitting a substantial win.
Alternatively, to learn more about how slot machines work from the technical and mathematical perspective, feel free to read our article about slots: http://www.kpvfaw.com/how-slot-machines-work-math 

However, if you think what you experienced was unusual and you have some evidence proving your point, do not hesitate to send it to me. Let me know if this information was helpful.

Best regards,
Juli

Dear Oleona,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this complaint because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.