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On the 7th of this month of January, I was playing on 5gringos after making a deposit of R$ 50.00. I was betting R$ 2.00 per round on the Wild Luck Clover game. Suddenly, the game awarded me a FREE SPINS bonus with 7 rounds. However, when I tried to play these rounds, the game got stuck on the screen. I tried to spin and kept getting a message to contact support. So, I contacted their chat support and was told that they would forward my complaint to the appropriate department. However, I'm still waiting for their response to this date. Each day, I try to play the rounds but the game remains stuck.

No dia 7 desse mês de janeiro estava eu jogando no 5gringos após realizar um depósito de R$ 50,00, quando no jogo Wild Luck Clover, fazendo apostas no jogo no valor de R$ 2,00 por rondas, de repente o jogo me concede o FREE SPINS de bônus com 7 rodadas, mas ao tentar executar essas rodadas o jogo ficou travado ali mesmo no ecrã eu tentava girar e aparecia uma mensagem de ligar para o apoio. Contudo entrei no chat suporte deles e me disseram que mandariam a reclamação para o departamento correto, porém estou até hoje aguardando e nada, tento todos os dias executar as rodadas e continua travado.

Dear Cassiloko08,

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. Do I understand correctly that you are not able to continue playing this game at all? Can you play any other game? Has this issue somehow influenced your real money balance?

Thank you very much in advance for your reply.

Best regards,

Kristina

Goodnight.

Yes, other games I can play there, but as I won the FREE SPINS game bonus 7 rounds of Wild Luck Clover I could have increased my balance, as I was betting 2.00 reais per round and in the bonus round usually the winning multipliers are That's the biggest problem, the game doesn't execute this bonus, it stands there asking support for help, I go into the casino's chat and they just fool me with a conversation that they sent the request to the responsible department, but it's been more than a week since I've been in the game and it's the same, in relation to the balance I had, it didn't change, I went to other games, but in the others I lost my entire balance. You said there about real balance, but all the time I was only using real balance, the bonus I say is the one that when you are in the game and you win free drawer spins worth according to normal bets.

Boa noite.

Sim outros jogos eu consigo jogar lá, mas como eu ganhei o bônus do jogo FREE SPINS 7 rodadas do Wild Luck Clover poderia ter aumentado meu saldo, pois estava apostando 2,00 reais por ronda e na rodada de bônus geralmente os multiplicadores de ganhos são maiores aí que está o problema o jogo não executa esse bônus fica lá parado pedindo ajuda ao apoio, entro no chat do cassino e só me enrolam com uma conversa que mandaram a solicitação para o departamento responsável, contudo tem mais de semana que entro no jogo e está na mesma, em relação ao saldo que eu tinha não alterou fui pra outro jogos, mas no outros eu perdi todo saldo. Você disse aí do saldo real, mas todo o tempo eu estava usando somente saldo real o bônus que eu digo é aquele que quando você está dentro do jogo e ganha rodadas grátis de sacarter no valor de acordo com as apostas normais.

Thank you very much for your reply, Cassiloko08. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Cassiloko08,

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.