What Happened
A player from Austria says that on 18 September 2026, playing a Hacksaw slot at Bitguruz at £0.10 a spin, five scatter symbols landed but the game paid the smaller four-scatter feature. They reported it to the casino, which they say passed it to its technical team and then gave no answer for weeks. The player had the round IDs but no screenshot of the reels.
How It Developed
- 2026-09-25Complaint opened asking for an independent look at the round.
- 2026-09-28The mediator said round results come from the provider's server, which Casino.guru cannot query, and asked for proof of the discrepancy; the player admitted the only screenshots showed the balance and round IDs.
- 2026-10-04The player reported that Bitguruz still had the case with its technical team and would give no timeframe, and that it would not name its Hacksaw partner so replays could be checked.
- 2026-10-12The mediator said balance screenshots only prove what was credited and that without a picture, recording or admission of a fault there was nothing to confront the casino with.
- 2026-10-19After further requests to invite the casino, the mediator rejected the complaint for lack of evidence.
Rejected
The player had round IDs but no image of the five scatters, so the mediator saw no evidence of a game error to put to Bitguruz.
What Has (and Hasn't) Helped
Nothing could be shown. The lesson is blunt: if a game pays less than the screen showed, take a screenshot or screen recording of the reels before you do anything else. Round IDs alone did not move this case.