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They do not take responsibility for the functioning of their machines…

Yesterday, the "Big Boss Wheel" roulette (a roulette where you have to deposit 500€ in one day to get a spin), awarded me a prize of $7,000 but only added 10€ to my balance…

I opened the chat and sent them a screenshot of the prize and what they added to my balance, and they told me it was a programming error… In these cases, they completely wash their hands of it without offering any compensation whatsoever.

This makes me wonder, how many times have I lost money at their casino due to these kinds of errors? I used to think it was a good casino, but seeing that they only sweep problems under the rug, I’m going to stop playing.

No se hacen responsables del funcionamiento de sus máquinas… 

Ayer la ruleta "Big Boss Wheel" (ruleta que tienes que depositar 500€ en un día para tener la opción de girarla), me arrojaba un premio de 7.000$ y solo me añadieron 10€… 

Abrí el chat y les pasé la captura del premio y lo que me habían añadido a mi saldo y me dicen que es un error de programación… En estos casos se lavan las manos totalmente sin ningún tipo de compensación al respecto.

Lo que me hace pensar este tipo de cosas, es cuantas veces habré perdido dinero en su casino por errores de este tipo? Lo tenía por un buen casino, pero viendo que ante un problema solo barren hacia adentro, voy a dejar de jugar.

Dear frandeliro1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Online casino games sometimes malfunction and show different results on your screen and the casino server. However, the correct result is the one recorded by the game provider.

Could you please clarify which winnings have been recorded in your game history? Please forward me your game history and bet ID of bets you believe were credited incorrectly.

Additionally, if there is any other relevant communication between you and the casino, please forward it to veronika.l@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards

Veronika

Dear frandeliro1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.