Ace Game Casino - Las ganancias del jugador fueron confiscadas.

On November 18th at 6:24 PM, while playing the Zeus vs Hades slot machine by Pragmatic Play at the Ace Games casino, the machine displayed a prize of 1,226,600. I have a screenshot where the prize is visually credited.

However, the prize was never credited to my account. After several complaints, Ace Games acknowledged the game's error but only refunded my stake, which is unacceptable. I am demanding full payment of the displayed prize, as the round visually confirmed a winning result.

I have attached the screenshot and chat history where they admit the error but refuse to pay the actual prize. I request CasinoGuru's intervention to ensure Ace Games compels them to pay the corresponding prize.

El día 18/11 a las 18:24, jugando en el slot Zeus vs Hades de Pragmatic Play en el casino Ace Games, la máquina mostró un premio de 1.226.600. Tengo captura de pantalla donde el premio aparece acreditado visualmente.

Sin embargo, el premio nunca fue pagado en mi saldo. Después de varios reclamos, Ace Games reconoció el fallo del juego pero decidió solo devolverme la apuesta gastada, lo cual no corresponde. Yo estoy reclamando el pago completo del premio mostrado, ya que la ronda acreditó visualmente un resultado ganador.

Adjunto la evidencia de la captura y el historial del chat donde ellos admiten el fallo pero se niegan a pagar el premio real. Solicito la intervención de CasinoGuru para que Ace Games cumpla y pague el premio correspondiente.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Ace Game Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is the game history accessible for you in your player's account?
• Is the win recorded in the game history found in your profile or in the 'replay' feature of the game itself?
• Was any promotion active on your player's account at the time of the incident?
• Were you given any official explanation of the conclusions of the investigation of your ticket, other than the response you received via chat?
• If there is any other evidence to support your complaint, send the information to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello, good afternoon. I don't have any further evidence beyond what I already sent, as the casino doesn't keep a game history. I tried accessing that section repeatedly, and only the sports betting history appears; there's no casino history. In fact, they themselves asked me for that screenshot, and there's no section within the casino that shows my betting history. They admit the error occurred, stating that there was a pending or in-process spin in the game, or at least that's what I understood. But the machine showed me that the spin (which was actually 10 free spins) started and finished perfectly without any problems, and I won the prize shown in the screenshot, which was later not credited to my account.

Hola buenas tardes, no tengo otra evidencia mas de las que mande ya que el casino no cuenta con historial de juego, intente entrar repetidas veces a esa seccion y solo aparece el historial de apuestas deportivas, de casino no hay, de hecho ellos mismos me pedian esa captura y dentro del casino no hay ninguna sección que me muestre mi historial de apuestas. Ellos admiten el error que hubo ya que habia un giro pendiente o en proceso en el juego, o al menos eso entendi yo. Pero a mi la maquina me mostró como ese giro ( que en realidad fieron 10 giros los free spins ) comenzó y concluyó perfectamente sin inconvenientes y gané el premio de la captura, que luego no se acreditó en mi cuenta

Thanks for your reply.

The game should offer a game history feature - when going to the options of the game (3 horizontal lines on the picture the game history should offer the option to view previous bets)

Do you have access to the game history? Would you be able to share detailed records of the game rounds and how the results are recorded?

Share the evidence here or send the evidence to my email at tomas@casino.guru

Looking forward to your reply.

Dear juanchila,

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,
Tomas
Casino.Guru