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Last night from Wednesday to Thursday I was playing the speed roulleta game belonging to the provider Evolution when in one of the bets I made (51€) the number that came out was 26 and I had a bet on the number 26.

Only the number marked by the software in the table was 16 and ended up paying 16 and not 26.

Immediately there was a message from support that the error would be fixed but nothing. I contacted the game support and received an indication that yes there would be an error and that the amount would be credited to my account however after more than 40 hours this amount is still not credited and my casino does not accept it either. Although I have a good relationship with the casino in question I am upset about this whole situation as the next day I lost more than 2400 euros in the same game and that nobody cares.

So I want to get my money back that I was going to win because I bet on this play one more compensation for the waiting time I was without that money. All worth 500 euros. Otherwise I will demand the return of the money lost in that game yesterday as I consider this an authentic SCAM. I will be available to take this to the last consequences. Along attached evidence taken at the exact moment of the problem.

Na passada noite de quarta para quinta feira estava a jogar o jogo speed roulleta pertencente ao provider Evolution quando numa das apostas que fiz ( 51€ ) o numero que saiu foi o 26 e eu tinha aposta no numero 26.

So que o numero marcado pelo software na tabela foi o 16 e acabou por pagar ao 16 e nao ao numero 26.

De imediato apareceu uma mensagem do suporte que o erro iria ser corrigido mas nada. Entrei em contato com o suporte do jogo e recebi a indicação que sim existiria um erro e que o valor seria creditado na minha conta no entanto após mais de 40 horas esses valor ainda não se encontra creditado e o meu casino não o assume também. Embora eu possua uma boa relação com o casino em questão estou chateado com toda esta situação pois no dia a seguir perdi no mesmo jogo mais de 2400 euros e isso ninguem se preocupa.

Sendo assim quero que me seja devolvido o meu dinheiro que eu ia vencer pois eu apostei nessa jogada mais uma compensação por o tempo de espera que fiquei sem esse dinheiro . Tudo no valor de 500 euros. Caso contrário irei exigir a devolução do dinheiro perdido nesse jogo no dia de ontem pois considero isto um autentico SCAM . Estarei disponivel para levar isto até as ultimas consequencias.Junto em anexo provas tiradas no momento exacto do problema.

Dear Jorge,

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 understand the whole situation completely. Was the issue game provider or casino related? How long after the error did you contact the casino and when did they promise some kind of compensation?

Please note that it might take longer to fix issues like this as more player could have experienced the same issue so the casino has to find every single log of that to pay out all the losses due to error.

Also please send through any relevant proof or communication with the casino to nikolas.b@casino.guru. Thank you in advance for your reply.

Best regards,

Nick

Situation resolved! I appreciate that the complaint is closed.

Casino Loki as always had a spectacular attitude and managed to resolve with those who made a mistake ( The Provider )

Thanks

Situação resolvida! Agradeço que a reclamação seja fechada.

O Casino Loki como sempre teve uma atitude espectacular e conseguiu resolver junto de quem errou ( O Provider )

Obrigado

Dear Jorge,

Thank you very much for letting us know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble in the future, we will gladly try to help you.

Best regards,

Nick

Casino.guru