[Solved] Complaint Against Pin-Up Casino & Pragmatic Play

Pay attention to the slot's payout at this time. It could have been a full win. That's why the casino interrupted my successful session.

My request:
Pragmatic Play Please join the current complaint review and provide:

A formal statement on whether per-player RTP manipulation is allowed or visible to you.

Clarification on who initiated the May 23 “maintenance” and whether the ongoing game was properly resolved.

Whether you consider it acceptable for a slot to continue spinning invisibly behind an error overlay — leaving the player in the dark.

And if you monitor RTP deviations reported by players across your games.

The silence from providers in such cases only deepens distrust.
As a key figure in regulated iGaming, your transparency is essential.

I look forward to your reply and involvement in this case.

Sincerely,
Igor G.

Why would you keep on playing if you already lost such an amount and think their games a rigged? 🤔 🤔

@trossardo

Thank you for your question.

This kind of remark often appears when serious issues are raised that affect the interests of the industry.

However, your comment questions not my behavior, but a person’s right to demand honesty and transparency from a regulated game provider.

Continuing to play under such circumstances does not mean accepting wrongdoing. It may be an attempt to:

• verify whether the issues persist;

• gather additional data and evidence;

• determine whether it's truly manipulation or just bad luck.

The key question is not why I continue to play, but rather:

Why is the provider silent when their product raises such serious concerns?

I may be wrong — but it is the developer’s responsibility to demonstrate transparency, especially when there are reports of reduced RTP, game errors, hidden malfunctions, or misprocessed bets.

Posted by: @djcent

↑

@trossardo

Thank you for your question.

This kind of remark often appears when serious issues are raised that affect the interests of the industry.

However, your comment questions not my behavior, but a person’s right to demand honesty and transparency from a regulated game provider.

Continuing to play under such circumstances does not mean accepting wrongdoing. It may be an attempt to:

• verify whether the issues persist;

• gather additional data and evidence;

• determine whether it's truly manipulation or just bad luck.

The key question is not why I continue to play, but rather:

Why is the provider silent when their product raises such serious concerns?

I may be wrong — but it is the developer’s responsibility to demonstrate transparency, especially when there are reports of reduced RTP, game errors, hidden malfunctions, or misprocessed bets.

Are you using AI to generate these posts? I really hope you are not spending your own time on this fight with casinos and the providers

@trossardo Yes, AI helps — it saves time and helps structure arguments.
But if you believe that only artificial intelligence is capable of consistently and logically defending players' rights, that says more about the industry than it does about me.

I didn’t file this complaint to talk about AI or get into side arguments.
I filed it because:

The slot shows clear anomalies and suspicious RTP deviations;

There were technical issues and interference during gameplay;

The provider refuses to publicly address or acknowledge the evidence presented.

Silence in situations like this creates fertile ground for systemic abuse.

Bringing up AI, or asking "why did you keep playing," is nothing more than an attempt to divert attention from the real issue.
Let’s stay focused: Is the game functioning fairly and transparently?
If yes — show it.
If not — be accountable.

What's good mate, You are saying hypothetical things which is just guessing. From what i assume is that you are playing some kind of in-house tournament at the casino Pin-Up. Its much more likely that the maintenance was from the casino operator and not pragmatic play. (Many many times i had a session interrupted because of scheduled maintenance from the casino operator, while i cant think of a single time that a session got interrupted by a provider having a maintenance i think they do this retroactively like updates/patches without interfering with the uptime.. not sure honestly) 

Anyways it sounds like this tournament is just an added promotion that the site is running, and without having to look i am pretty sure they got in their terms and condition that they got the right to void any player for any reason or that the terms are subject to change. I don't see you having much chance of any claims or right to an added promotion on site, if this was in a middle of a bonus round with real cash and you could not access the bonus round after refresh you could of raised a claim. 

But i doubt your complaint is gonna get an respons from pragmatic play.. these are mostly conspiracy thinking and what you are asking for is not public information.

Just give this up man, this is a lost case, the casino has the right on their side to handle their own run promotions as they want.

• 1. Who initiated the technical maintenance on May 23 at 09:15? I would say casino provider (I do not read Russian but it looks like the site pin-up had a maintenance and not pragmatic)

  2. Who imposed the spin limitation — the operator or the provider? With little information also sound like a casino operator thing.

  3. Why did the slot behavior drastically change after the crash? That's slots man, hot and cold. RTP is calculated over 100 million spins so you can not think that just because the spins after the restart was less good than before that there is any fault in that, besides you were spinning a pragmatic slot with a 50.000 x max win, making the RTP even more volatile for the average joe since there is seeded max wins in those 100 million spins standing for a big chunk of the RTP making it worse for the others.

@knutten . "You can't prove it anyway, forget it"

Opinion: This is the reason why violations continue. Users have been taught the phrase "you can't prove anything", although they have every right to demand:

An explanation of the reasons for the failure;

Game session logs;

Compliance with the established RTP;

A response from the licensing authority and the provider.

I respectfully request an official response regarding the issue I reported. If any additional information is needed, I will provide it upon first request.

@djcent just wait

@knutten resume it

@trossardo u can write it in 5 lines

@lenga what will this change? Can't you see that this is simply ignoring the problem. Both from the casino and from the provider. The representative of the programmatic does not have time to answer. They are busy looking for new victims to deceive

Formal Complaint – Allegation of RNG Manipulation and Lack of Transparency in Game Mechanics

Dear Pragmatic Play Legal Team,

I am writing to formally raise a serious complaint regarding the integrity of your gaming software and its underlying mechanics, particularly the Random Number Generator (RNG) functionality.

I have observed, over an extended period of play, behavior in your games that strongly suggests a lack of randomness and fairness. Specifically:

Bonus rounds appear to be either completely absent or extremely infrequent even after thousands of spins.

RTP values in practice are dramatically lower than advertised – for example, multiple extended play sessions in games like Megaways, Sugar Rush, and Gates of Olympus resulted in RTP values as low as 20–30%, which is far below the published 96%+.

The pattern of wins and losses shows signs of algorithmic control, rather than statistically random results expected from an independent RNG.

I suspect that either the RNG is not functioning as claimed or that the game outcomes are pre-determined or influenced by hidden parameters, which would constitute serious misconduct under fair gaming standards.

I have posted about these issues in public forums , but to date, I have not received a response from your company. This lack of transparency and silence raises further concerns about Pragmatic Play’s commitment to fairness and player protection.

I hereby request:
A formal explanation from Pragmatic Play regarding the current operation and auditing of your RNG systems.

Disclosure of any configurable game mathematics or volatility settings that are enabled or altered per-operator.

A recommendation of the independent testing body responsible for certifying the fairness and randomness of your games.

An independent investigation into player complaints of unfair outcomes and abnormal RTP performance across multiple licensed casinos using Pragmatic Play content.