We are sorry to hear of your dissatisfaction with our games.
We can assure you that our games are fair and unbiased, and advanced Random Number Generators (RNG) are used to determine results, ensuring all games have a truly random outcome. In addition, our games are regularly tested and regulated by an independent authority, to ensure fairness at all times. We are in complete confidence that our games work as they should with no technical errors, unless we are provided with evidence to suggest otherwise. If you do have any evidence to show any errors or malfunctions, please do provide this for further investigation.
Further, all games may have a differing Return to Player (RTP) average and it is important to understand that the RTP percentages are averages achieved over a significant number of game plays and not each time the gaming machine is played. RTP for games is measured over millions of spins so customers will see higher variance in shorter sessions. For example, if a gaming machine displays an 85% RTP, you should not expect to win an average of 85 pence for every ? Guidance and regulations relating to RTP are set out by the UK Gambling Commission and further information can be found on their website.
We look forward to hearing from you soon.
Grosvenor Casinos Team