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Hello @jan duchau, As mentioned in our previous posts, there is absolutely no doubt that you played in fun mode when you took the screenshot. This has been confirmed by the game provider (Skywind) and you can also see it in your screenshot. I've marked the part in your screenshot where you can see that the fun balance is not added to your actual balance and I also marked the flag "Test Mode" that only appears in "Play-for-Fun Mode (Game: 8 Tiger Gold Megaways). I hope this helps to understand that there is no doubt that this screenshot was taken in fun mode.

Hi @jan duchau, I am sorry to hear that you don't feel treated fairly! We are trying to give our best in order to solve all concerns, questions and complaints in a fair manner for our players. This also means that we investigate whether a claim is justified or not. Therefore, we asked our backend-team and the team of the game provider (Skywind) to investigate your case properly. Both of them can clearly confirm that your user did not play the slot you shared in the screenshot (with real money). We also shared all the facts about your screenshot, that leave no doubt that your user played in fun mode when you received the winning, in our previous post (Balance mismatch, "Test Mode" - Badge). --> We can understand that it might be frustrating but there is no justification to claim winnings from fun mode in real money. I don't want to leave your questions unsanswered: "Btw, if I had no money left, why would my balance show something different??" - We are saying that the balance in the game does not match the balance of your user on the screenshot where you won the amount. This is not possible when you play with real money (can be tested anytime). We did not say you had no money left. "If you think it is photo shopped you can have it examined, I'm sure that'll come in handy later." - We don't think your picture is photoshopped. From a technical perspective, a website does not resfresh when the url changes as long as you don't push "ENTER" - maybe that happened accidentally. However, I asked our backend team already to investigate if there is any issue with the url in fun mode. As I said, we want to solve all complaints in a fair manner and be as transparent as possible to our players in our decision making. In your particular case, we have proof (from two sites - our Platform Team and Skywind) that your winnings were generated in fun mode and therefore, we can't give you any refund or something similar. I understand that this is not the outcome you were looking for but I still hope you can understand our decision based on the arguments we shared.

Hi @jan duchau, we finally received an answer from Skywind. Unfortunately, neither our backend-team nor the Skywind team could find any game rounds from your user. Further, by checking the screenshot in more detail, you can see that it was taken while you were playing in fun mode. 1) You can see that the balance in the game (256.61€) does not match your balance on the top right (0€ + 86.32€). 2) Below the play button at the bottom right, you can see the orange retangle with the text "Test Mode". I am sure that this was some kind of misunderstanding and it was not your intention to get something by underhand means. We are happy to see you back at Royal Stars Casino soon!

Hi @jan duchau, I am sorry that this takes a bit longer. I can guarantee that we did not forget about you! So far, we did not receive any response from Skywind. But as I said, I will reach out directly to you whenever we know more about this case so that we can fix this!

Hi @jan duchau, unfortunately, we did not a receive a response from the game provider yet. I will keep you in the loop and let you know as soon as we got an answer.

Hey @jan duchau, thanks for raising this issue! I spoke to our support team about it and they confirmed that they will investigate this topic with the game provider (they already raised a ticket). However, this can take a few days depending on the responsiveness of the game provider (skywind group). So there will be a bit of patience necessary until we can solve this issue. I hope you can understand that.

Hey @cocopop3011 and @jan duchau, regarding the favorite button/section, I can announce that we have implemented your idea already! Here you can see how it looks now - let me know what you think about it

Hey @Blackjax, exactly. They don't approve new URLs at the moment, but they didn't demand to disable on already approved yet.

Hey @jan duchau, thanks for reaching out to us! 1) Unfortunately, ELK does not work with Curacao Brands anymore. 2) That's actually a very good hint - thank you! I already started the discussion with our backend team and we will see if it it is possible to implement something like that. Thanks again!

Hi @cocopop3011, thanks for the kind words! We are looking forward to get in touch with you and provide the best possible assistance. Help us to get better by sharing your concerns, questions and ideas about the Royal Stars Casino here with us. Looking forward to hearing from you!

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