Before sending screenshots, payment records or game details outside Endorphina Casinos, check that your evidence identifies the right company, game and operator. Endorphina supplies casino content, but the casino holds your player account and balance. This guide explains what to save, how to compare the game’s displayed rules with published details, and why a clear record matters. For useful background on game design, see https://eatingwithkirby.com/news/how-endorphina-games-balance-high-volatility-and-player-engagement.html before preparing your submission.
1. Identify which part of Endorphina Casinos is involved
The first check is responsibility. Endorphina Limited is a game supplier, while the casino operator manages registration, deposits, withdrawals, account restrictions and complaints. Endorphina’s published supplier licence is MGA/B2B/404/2017, listed as Licensed, Critical Supply and Type 1 casino content. That licence does not certify every casino using its games.
Separate the supplier from the casino operator
Write down the casino’s exact name and website, not just the game provider’s name. If your issue concerns a missing deposit, unpaid withdrawal or closed account, the operator is normally the first party that can investigate because it holds the player account. A supplier reference alone cannot prove who received your money or made a particular decision.
- Record the casino’s exact domain and account username or reference.
- Save the operator’s licence details and complaint route if they are shown.
- State whether the issue concerns a game round, payment, account or promotion.
- Keep the provider’s name separate from the operator’s legal identity.
2. Match the evidence to the exact game and round
A game title is not always enough. Record whether it was a standard release, sequel, Dice version or branded variation. The active casino configuration can also differ from a provider’s public specification, so the in-game rules and paytable deserve priority when you document a dispute.
Capture the details that explain the result
Save the round ID, date and time, total stake, displayed balance, result and any feature involved. A screenshot should show the complete game window where possible. For Joker Stoker, for example, ordinary wins use matching symbols on adjacent reels from the left, while scatters count anywhere. Three, four or five scatters award 10, 20 or 30 free games. Those details can help explain what happened without relying on memory.
| Game | Published RTP | Volatility | Grid and lines | Published stake in EUR |
|---|---|---|---|---|
| Lucky Streak 3 | 96.01% | Low | 3 × 3; 5 | 0.05 to 200 |
| Hell Hot 100 | 96.07% | Low | 5 × 4; 100 fixed | 1 to 200 |
| Joker Stoker | 96.07% | Medium-Low | 5 × 4; 40 fixed | 0.40 to 140 |
| Crown Coins | 96.06% | Medium-High | 3 × 3; 5 fixed | 0.05 to 80 |
| Joker Miner | 96.05% | High | 5 × 4; 25 fixed | 0.25 to 87.50 |
These figures are published game specifications, not proof of the settings used in your account. Do not convert the EUR stake range into Canadian dollars or treat it as a deposit limit. Keep the currency and the source of each figure clear in your evidence.
3. Check RTP, volatility and approval claims carefully
RTP is a long-run mathematical return relative to stakes, not a promise that a percentage of your deposit will come back. A listed RTP of 96.01% implies a theoretical 3.99% margin before other factors, but it cannot predict one session. Volatility describes how results are spread; it does not mean a low-volatility game cannot lose or a high-volatility game must produce a large win.
Do not treat a provider licence as player protection
Endorphina reports testing by accredited laboratories such as GLI and an information-security management system certified to ISO/IEC 27001:2022. Those statements should not be rewritten as proof that a particular operator is licensed, solvent or suitable for every Canadian player. ISO certification is not a gambling operating licence, and a B2B authorisation covers game supply rather than the player account.
| Evidence item | What it can help establish | What it cannot establish by itself |
|---|---|---|
| In-game RTP display | The setting shown in that game instance | The RTP of every version or operator |
| Round ID and transaction history | A specific event and account record | That the final result was incorrect |
| Supplier licence record | Endorphina’s authorised supply role | The casino’s licence or payment performance |
| Game approval field | The status published for that title | Universal approval in every jurisdiction |
| Screenshot of a promotion | The wording visible at that time | All applicable terms if the page is incomplete |
4. Preserve payment and promotion evidence
Payment complaints need a different record from game complaints. Save the cashier page, transaction reference, amount, currency, method and status. Also note whether the money was a deposit, withdrawal, bonus balance or cash balance. A provider logo does not show that a promotional offer was available, valid or payable at a particular casino.
Record the terms before they change
Promotional free spins, deposit matches and in-game features are separate things. Bonus Pop is listed for Joker Stoker, while 5 Witch Pots explicitly excludes it. Neither fact proves that a casino offered promotional spins. A complete promotion record should show the eligible title, spin count, stake, qualifying deposit, expiry, wagering rule, maximum bet and any cashout cap.
- Save the full offer page, including terms and the date viewed.
- Capture the cashier confirmation and transaction reference.
- Download account statements or export them if the operator provides that option.
- Mark which balance was used when the disputed round or withdrawal occurred.
- Keep the original files and avoid editing screenshots.
5. Submit a concise evidence package
Arrange the material in time order so another party can follow the event without guessing. Start with a short summary, then add the account record, game evidence, payment documents and correspondence. Redact passwords, full card numbers and unrelated personal information, but leave dates, amounts, round IDs and transaction references visible.
Explain what you want reviewed in one or two precise sentences. For example, distinguish “the withdrawal remains marked pending” from “the game result appears incorrect”. Include the operator’s response and say which part you believe remains unresolved. If the issue concerns a game, provide the exact title and configuration shown in the actual casino lobby rather than relying only on a general catalogue.
Conclusion
Good evidence is specific, dated and tied to the correct responsible party. Start with the casino operator, preserve the exact round or transaction record, and treat Endorphina’s published specifications as useful comparisons rather than automatic proof of your account’s configuration. A careful package makes it easier to investigate a disputed result, payment or promotion without overstating what any single licence, screenshot or RTP figure can show.
Frequently Asked Questions
These answers cover common gaps that can weaken a submission about Endorphina Casinos.
Is Endorphina responsible for a casino withdrawal?
Usually, the casino operator handles the withdrawal because it holds the player account, balance and cashier records. Contact the operator first and retain its reply. Endorphina may be relevant to a game-related investigation, but the supplier does not operate one universal cashier for all casinos.
Should I submit the published RTP as proof of a wrong result?
No. RTP describes a theoretical long-run return and cannot predict an individual spin. Use the actual game’s displayed rules, RTP, version, stake and round record. A difference between the published title page and the casino configuration is worth documenting, but it is not automatically proof of an incorrect result.
What information should I hide in screenshots?
Remove passwords, full payment-card numbers, security codes and unrelated personal data. Keep the casino domain, account reference where safe, date, currency, amount, game title, round ID and transaction status visible. Preserve an unedited original privately in case the reviewing party needs additional detail.
Does an Endorphina licence prove that a casino is licensed?
No. The supplier’s B2B licence concerns the authorised provision of casino content. The operator needs its own appropriate authority to serve players. Check the casino’s legal identity and licence separately, and do not describe the operator as certified solely because its lobby contains Endorphina games.