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My account was hacked, I made the corresponding inquiries, I gave the information, I had approximately 1,110,000clp in it, my last play was on March 10. Two days ago I entered my account and I had 700,000clp less, yesterday I had 300,000clp and I saw how my balance went down, someone was in my account. From the casino they only told me about the IP, which can also be hacked, that it was the same IP and that there would be no compensation. There are only two people living in my house and one of them is an elderly person and doesn't know how to use electronic devices. They have not given me a solution, I was harmed by a huge hack and I lost all my money. I felt that they treated me as a liar, I explained to them over and over again that I had NOT played, that nobody has access to my accounts. They sent me the terms and I already knew them because I read them, I played legally and responsibly and when I won that amount, I stopped playing. The only thing I ask of them is the return of the money, they are sitting idly by and I was harmed. I really don't know how they used my IP, I'm desperate and I just want justice to be done. I will send my account id (46396901). The attached photo is the amount he had, which today is 0.

Mi cuenta fue hackeada, hice las consultas correspondientes, di la información, tenía 1.110.000clp aproximadamente en ella, mi última jugada fue el día 10 de marzo. Hace dos días ingresé a mi cuenta y tenia 700.000clp menos, ayer tenía 300.000 clp y vi como mi saldo bajaba, alguien estaba en mi cuenta. Desde el casino solo me hablaban de la ip, la cual puede ser hackeada también, que era la misma ip y que no habria compensación. En mi casa solo vivimos dos personas y una de ella es adulto mayor y no sabe como utilizar dispositivos electrónicos. No me han dado solución, salí perjudicada por un hackeo enorme y perdí todo mi dinero. Sentí que me trataron de mentirosa, les expliqué una y otra vez que YO NO habia jugado, que nadie tiene acceso a mis cuentas. Me enviaron los términos y yo ya los conocía porque los leí, jugué legalmente y responsable y cuando gané esa cantidad, dejé de jugar. Lo único que les pido es la devolución del dinero, están de brazos cruzados y yo salí perjudicada. La verdad no sé como habrán utilizado mi ip, estoy desesperada y solo quiero que se haga justicia. Enviaré id de mi cuenta (46396901). La foto adjuntada es la cantidad que tenía, la cual hoy está en 0.

Dear littlebaav,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can better understand the situation.

• Could you please confirm that you haven't shared your login information with any third party?
• Was your account verified?
• How long were you a player in the casino?
• Did you make any deposits in the casino?

Thank you in advance for your reply.

Best regards,

Tomas

I confirm that no one has access to my account and I have not shared my information with third parties. When I entered my account to upload a document that the casino asked me for, it was when I noticed that my balance had dropped. As I explained, I played on March 10 where I made profits, profits that I wanted to withdraw but couldn't because my verification was missing, but yes, my account was verified but I had already lost more than half of my money. Two deposits were made, both of which were 5,000 clp

Confirmo que nadie tiene acceso a mi cuenta ni he compartido mi información con terceros, cuando ingresé a mi cuenta para subir un documento que me pidieron en el casino, fue cuando noté que mi saldo habia bajado. Como expliqué, jugué el día 10 de marzo donde obtuve ganancias, ganancias que quise retirar pero no podía porque faltaba mi verificación, pero si, mi cuenta se verificó pero ya habia perdido más de la mitad de mi dinero. Se realizaron dos depósitos, los cuales los dos fueron de 5.000 clp

Were there any attempts to withdraw your balance using an unknown payment method? Was there any suspicious login activity on your account during the time you weren't playing? Was the balance spent on games you didn't play to your knowledge? Was your account verified?

I'm sorry but if your login has been compromised there's not much we can do for you. Unfortunately, cybercrimes happen more and more often and the only advice that we can give to all the players is to be extra careful with suspicious emails and to protect login information.

Only me tried to withdraw but I had to verify my account, I sent all the requested documents and it was verified after the losses. They have accused me over and over again of having played but it would be illogical, because I would not be sending emails EVERY DAY requesting help. It was played in two games from what I saw and I had a profit in one of them (it was the top 2 of the most played). In fact, one day I logged in and saw how my balance was decreasing, I spoke to support and they didn't give me a solution either. It is super inserious of you not to give me any solution, I lost out and no matter how many times I send emails, I only receive words that make me understand that I am lying to them, I only ask for a solution, if not, it will be taken to legal and no I think the casino wants to sue and pay more.

Solo yo intenté retirar pero debía verificar mi cuenta, envié todos los documentos solicitados y se verificó después de las pérdidas. Me han acusado una y otra vez de yo haber jugado pero sería ilógico, porque no estaria mandando correos TODOS LOS DÍAS solicitando ayuda. Se jugó en dos juegos por lo que vi y yo tuve ganancias en uno de ellos (era el top 2 de los más jugados). De echo, un día ingresé y veía como estaba disminuyendo mi saldo, hablé al soporte y tampoco me dieron solución. Es súper poco serio de su parte no darme ninguna solución, yo salí perdiendo y por más que envíe correos, solo recibo palabras que me dan a entender que para ellos estoy mintiendo, solo pido solución, si no, será llevado a lo legal y no creo que el casino quiera una demanda y pagar más.

littlebaav,

On the time you noticed your casino balance was decreasing in real time, did you check your game activity from that time period? Did you check your login activity from that time period as well? When exactly was it and did you confront the casino and ask for assistance? What was the recommendation of the casino you do going forward?

I only checked when they asked me to see the last move I had made, I really don't know where to check the login activity. If I remember correctly, it was the next day during the night where I entered to see if my data had already been verified and I noticed the lack of balance, I instantly contacted support. To this day they keep accusing me of having played! I keep sending them emails and I have no response. I have seen several reviews where people accuse the casino of taking their balances and not answering for them, in my country there are more than 40 people who want to make a collective complaint for the same thing.

Sólo revisé cuando me pidieron ver la última jugada que yo había realizado, la verdad no sé donde revisar la actividad de inicio de sesión. Si no mal recuerdo, fue al día siguiente durante la noche donde ingresé para ver si mis datos ya habían sido verificados y noté la falta del saldo, al instante me contacté con soporte. Hasta el día de hoy siguen acusándome de yo haber jugado!, les sigo enviado correos y no tengo respuesta. He visto varias reseñas donde la gente acusa al casino de sacarles los saldos y no responder por ellos, en mi país hay más de 40 personas que quieren realizar una denuncia colectiva por lo mismo.

Dear littlebaav,

I'd recommend you ask the casino support for the authorization journal (logs showing from which IP addresses players accessing their accounts) from the time the incident occurred and check if there were any irregularities.

Please understand that without any supporting evidence, we are powerless in confronting the casino.

Also, please understand the player is ultimately responsible for their account, casino balance, and all bets taking place. If you believe your account was accessed by someone else, you should contact the police and

Please understand that if you believe your account was accessed by someone else unlawfully and your funds were misappropriated something that authorities such as the police should deal with, not our forum.

I have already sent a thousand emails to the casino, their response has always been that my account was not hacked, so if it was not, where is all the money that I had in my account? I read several complaints where the same casino takes away the balance. I'm already tired of sending emails practically every day so that their response is that I spent what I had, which is illogical. All I want is my money!!!!!

Ya he enviado mil correos al casino, su respuesta siempre ha sido que mi cuenta no fue hackeada, entonces si no lo fue, donde está todo el dinero que tenia en mi cuenta? leí varias quejas en donde el mismo casino les quita el saldo. Ya estoy cansada de estar mandando correos prácticamente todos lo días para que su respuesta sea que yo gasté lo que había, lo cual es ilógico. Lo único que quiero es mi dinero!!!!!

Dear littlebaav,

Please understand, that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

They would simply say the same thing to us, that they told you.

If you come across any sort of evidence please let us know and we'll consider it going forward. My email is tomas@casino.guru

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.