America777 Casino - El juego del jugador se congeló y las ganancias se retrasaron.

I was in a bonus game about to win the grand jackpot and the game froze and would not open back up and I didnt receive my bonus or the money from the bonus rounds

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Dear 2smoke4lyfe,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with America777 Casino.

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

• When exactly did this issue occur? Please provide the date and time.
• Do you have access to the game's game history? Is the bet and its result recorded anywhere?
• Were you able to access the slot on another device or using a different browser?
• Can you describe what steps you took after you noticed the crash?
• Have you attempted to reach out to America777 Casino support regarding this issue? If so, what was their response?

If there is any further supporting evidence, share it with me 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 in advance for your reply.

Best regards,

Tomas

It happened Friday dec 5th 2025

I do have access to the game history

I do not have another device to check so no

I took a screen shot and messaged customer service and now the chats section will not even open and all my previous conversations with them have been erased

Thanks for your reply.

• Please note that we will require you to check the records of your game history from the time of the incident. So we may better understand the situation.
• Please, take a screenshot and share the records you found with me. I apologize for any misunderstanding.
• Please also forward your most recent live chat or email interaction with support regarding the investigation of the issue.

My email is tomas@casino.guru

Thanks in advance for your cooperation.

I can't send you the support chats because when I click on the support link nothing happens like it's been deactivated or something and as far as the game history I played a lot on that particular day so I do t know which one was that actual spin how do I know it doesn't say bonus game or anything

That is a screen shot of the game frozen and those 2 coins that are smaller than the rest just fell so my spins got reset to 3 and nothing couldn't hit anything but back out of the game and tried to access it right back but my bonus was not there

Thanks for the explanation.

If you don't have access to your previous chat conversations, I would kindly ask you to contact the casino again regarding the incident and save the casino's responses.

Kindly request your game history from the time of the incident from support and share it with me. If the casino won't cooperate with the request, send the conversation to me as evidence.

My email is tomas@casino.guru

I apologize for the inconvenience.

Dear 2smoke4lyfe,

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.

I tried to contact customer support but the link will not take me there so I cannot contact them at all every time I try and click on it nothing happens I dont know what else to say

Thanks for your reply.

Have you reached out to the casino's support at support@America777.com?

With what result?

Please let me know.

Dear 2smoke4lyfe,

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

We’ve reopened this complaint at the request of 2smoke4lyfe. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message:

I reached out numerous times with no response back from customer service at the email address you provided me with

Please share with me your attempts to contact the casino's email and live chat support.

Send the most recent messages to my email at tomas@casino.guru

Thanks in advance for your reply.

I sent the screenshot of the messages to your email address you provided me with thanks

Thanks for your reply.

I reviewed the evidence you provided.

Unfortunately, we are unable to pursue the case based on a single screenshot. If the win wasn't recorded in your game history or if there isn't evidence about inconsistencies we may review, there is little we can accomplish.

Without relevant communication showing that the casino refused to provide you with the relevant records, the complaint can't continue, and it will be closed. If you come across any evidence relevant to the case in the future, don't hesitate to contact us again, and we'll do our best to assist you.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.