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I won a prize on this site. At the time of winning, I communicated my problem with the game and requested that my winnings be withdrawn due to my issue. My request has been almost completely ignored these days until I lost it all. I am requesting compensation of that money to my account because I did not receive any help.

Gané un premio en esta página, al momento de ganarlo comunique mi problema con el juego y que me retirarán el dinero por mi problema, se me a hecho casi omiso estos días hasta que lo e perdido todo. Solicito la compensación de ese dinero a mi cuenta por no darme ayuda.

Dear Dpelegrin,

Thank you very much for submitting your complaint. I’m sorry to hear about the challenges you faced with the casino and the loss of your winnings due to a lack of assistance. We understand how frustrating this must have been for you.

To better understand and assess your case, could you please provide more details about the situation? Specifically:

• Could you elaborate on the issue you experienced with the game when you won? Was it a technical problem, or something related to the game rules or functionality?
• Did you communicate with the casino about your issue before losing the funds? If so, could you share any relevant correspondence or screenshots of your communication?
• On what basis are you requesting a refund of your winnings? Did the casino confirm that your issue would be resolved before you could access your funds?
• Were there any specific terms and conditions or assurances given by the casino that led you to believe the funds would be safeguarded during the resolution of your issue?

If you have any additional documentation or evidence related to this case, such as chat transcripts, emails, or screenshots, please feel free to forward them to petronela.k@casino.guru.

Your cooperation is crucial for us to proceed with this case. Without your input and supporting evidence, we will be unable to move forward effectively in mediating the issue with the casino.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.