Complaint against Pragmatic Play

You emphasize the high volatility of your games, but under this very pretext, massive and systematic deviations from the declared RTP are ignored. I am not just complaining about "rare wins", I am talking about statistically anomalous work of slots, in which the return of tens of thousands of spins does not even approach the lower limits of the expected variance.

Moreover, your advice to contact the casino is shifting responsibility. It is you, the provider, who is responsible for the mathematical model and technical implementation of the game. When a slot demonstrates suspicious behavior, including "dead" spins after failures and the absence of bonuses even after hundreds of launches, this goes beyond "volatility".

Players cannot contact the casino about internal algorithms and the correctness of the RTP, because this data is controlled exclusively by you. And the casino, in turn, hides behind the fact that "the provider decides everything".

I urge you not to hide behind vague wording, but to conduct an internal review of specific game sessions and provide an official technical conclusion. If you really care about transparency and trust, show it with actions, not general words.

Respectfully,
Igor Glukhikh

Why has no one responded to this complaint yet?
It has been a few days since I raised serious concerns about the critically low RTP and possible manipulation in Pragmatic Play slots.
I have provided detailed examples from several casinos and losses exceeding $20,000.
I respectfully ask:

Will anyone from the community participate in the discussion?

Is there a reason why Pragmatic Play representatives have not responded?

I would appreciate a comment or at least confirmation that the issue is being looked into.

Pragmatic Play I don't understand your silence

Pragmatic Play I don't understand your silence

Urgent Clarification Required Regarding Fraud and Deception by Casinos Recommended by Pragmatic Play

Dear Pragmatic Play,

I am writing to demand an explanation as to why I consistently encounter deceit, manipulation, and refusal to pay out legitimate winnings at casinos recommended by your company as “safe” and “trustworthy.”

Let me be specific:

• BetPlays Casino promised me transparency and fairness—until I won first place in one of their tournaments. Then, they stole my prize and erased all previously accumulated comp points without explanation. Their promises of fairness turned into complete silence and betrayal the moment I became a winning player.

• TrinoCasino, another operator listed under your recommendation, is deliberately lowering the RTP (Return to Player) of your games to abusive levels, draining player balances without any realistic chance of recovery. In short, they are using your software to systematically exploit users.

These platforms are not rogue casinos hiding in the shadows. They are listed under your name, benefiting from your brand credibility, and in doing so, they are damaging your reputation by scamming loyal players.

So my question is simple:

Why are you continuing to endorse and enable these predatory operators?
How do you justify their behavior under the banner of Pragmatic Play?
And what are you doing to ensure accountability and restitution for affected players like myself?

I expect a direct, responsible response. Silence or deflection at this point will only be seen as further complicity in the misconduct of your so-called “partners.”

Sincerely,
Igor Glukhikh
A defrauded and deeply disappointed player

Good day,

We wanted to let you know that we’ve already responded to your questions via the direct message and on previous forum threads you have created. We recommend checking your private messages to view our response.

To avoid any confusion or missed replies, we kindly suggest keeping communication in one thread. This helps us respond to you as quickly and efficiently as possible.

Thank you for your understanding and cooperation.

Best regards,
The Pragmatic Play Team

@pragmatic_play Hello, Pragmatic Play team,

Thank you for your message. However, I must note that I have not received any responses from you, either in private messages or in the forum threads I created. I have carefully checked all notifications and discussion threads - not a single response from your team on this issue was found.

Please clarify where exactly your response was published and provide a direct link to the message you are referring to. Otherwise, your claims about an alleged response already given are perceived as an avoidance of direct dialogue.

I await your real response on the merits of the previously voiced complaint.

Why would you continue playing if you have identified "serious systematic problems" with their slots?

The RTP is coming from billions of spins so if you have less than 40% over a few k spins its variance.

@kuff112 1. Players don't always know if the problem lies with the casino or themselves
When a player experiences abnormally low RTP (e.g., 30–40% return over thousands of spins), their first reaction is often self-doubt: "Maybe I was just unlucky?" But when such anomalies consistently occur across different slots, providers, and casinos, a logical question arises: is this really variance, or manipulation?

2. Thousands of spins already form a statistical sample
The claim that "RTP is calculated based on billions of spins" is commonly used to defend providers and operators. However:

Even 5,000–10,000 spins provide a statistically meaningful sample for individual player-level RTP tracking.

If RTP consistently stays below 50% during this volume — that’s no longer just “variance”; it’s a red flag suggesting potential manipulation or deviation from the advertised parameters.

3. Players may continue playing to collect evidence
When RTP appears abnormally low and the operator simply blames “randomness,” the only way to confirm or challenge this is to continue tracking and documenting the results.

The player becomes an observer, not just a participant.

The goal is no longer to win, but to collect mathematical, video, and behavioral evidence for complaints, investigations, or public reports.

4. Some casinos can change RTP per player
There are known cases where RTP is configurable or adaptive, especially in loosely regulated jurisdictions (like Curaçao or Anjouan). If:

RTP is notably higher for other users;

Issues only occur on specific accounts;

...then we may be looking at targeted RTP manipulation, not bad luck.

5. To have moral and legal grounds for complaints
A player who doesn’t track issues can’t later claim: "I was scammed." But a player who continues to document:

Critically low RTP;

Withheld winnings;

Technical failures in slots;

Inadequate support responses —

...builds a solid moral and legal foundation for filing complaints, contacting regulators, or exposing misconduct publicly.

@pragmatic_play Question Regarding Spin Limits in Daily Drops & Wins Tournaments

Dear Pragmatic Play team,

I came across information on your official website about the Drops & Wins tournaments taking place from March 5 to June 4, 2025, with a total prize pool of 220,000,000 ₽. In this regard, I would like to clarify the following:

Are there any limits on the number of spins for participants in the daily tournaments that are part of this promotion?
If so, please specify what kind of restrictions apply — whether it’s spin count, bet size, or any other parameters.

This question is important for understanding the fairness and transparency of the tournament conditions.

Thank you for your attention, and I look forward to your response.

Best regards, Igor

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 (such as BigWinBoard), 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.

I expect transparency and accountability from a licensed B2B provider of gaming software.

Sincerely,

Hii second post, i would like to talk about my experience with pragmatic play recently i've gotten some bonuses on certain popular games like sweet bonanza and gates of olympus. Now i have had like idk 20 bonuses this month combined on these games, can you all guess the avg multiplier? i got around 10-40x avg on all bonuses now that's just insane to me when the features are almost always 100x to buy, so you are telling me 10 bonuses that costs 100x each would be giving me only 10-40x back. idk prag kind of sucks imo and every new release is 90% a re-skin not to mention all the big bass games. Trainwrecks has been on this rant himself even he got 12x in like 10 bonuses on a game he was grinding max bet. what are your thoughts about this situation?

I've got to test Action spins on NLC games. On most of them like Jingle Balls, Hoarder 2, Fire in the hole 3, Seamen, Mental 2 etc.. with bonus buy action spins of 250, average was around 15 - 40 x bet. Neither of them crossed 200x bet and thats alot of bonuses for normal play, but so little for simulation play. 
So you have to think of it as 20 bonuses is very much nothing comparing to the simulations. Its totally common thing with high volatility games.