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I am writing to formally lodge a serious complaint regarding what I have strong reasons to believe is the misappropriation of players’ funds within the Betcabana online gaming platform. I have collected credible evidence supporting my suspicions that winnings are not being credited accurately, particularly in the Blackjack (BJ) game.

In April of this year, I observed multiple instances where my winnings were not correctly reflected in my account balance. On several occasions, the credited amount was less than what I had rightfully won, and in some cases, my winnings failed to appear altogether. Importantly, this issue only occurs when winning, not when losing, which raises significant concerns about the fairness and integrity of the game.

Once I identified these discrepancies, I began recording my gameplay sessions. I now possess clear video evidence of the issue as it occurred. I promptly reported these incidents, including the supporting recordings, to the Head of Technical Operations in Guyana. At that time, I was informed that the matter had been forwarded to the relevant department for review. Despite this, months have passed without any meaningful resolution, reimbursement, or satisfactory response.

Recently, upon returning to the BJ game, I discovered that the same issue persists. I have since submitted additional recordings documenting these discrepancies. As of today, my complaint remains unresolved, and my funds have not been returned.

Furthermore, my independent inquiries have revealed that I am not the only player affected by this issue. Several other players have shared similar experiences, some with their own supporting evidence, yet their repeated complaints have likewise gone unanswered. This suggests a broader systemic problem that warrants urgent investigation.

Given the seriousness of this matter, and the significant time that has already elapsed without resolution, I must stress that I am prepared to escalate this issue to the highest possible level—including regulatory bodies and legal authorities—should this matter continue to be neglected. I am determined to pursue justice, not only for myself but also on behalf of other affected players.

I am unable to add my supporting evidence because the files are too large. Please reach out should you request to see the evidence.

Thanks for your time

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betcabana Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you contacted the casino regarding any particular issue?
• Which game have you played?
• Could you please share evidence of your claims and communication between you and the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello and thanks for your reply.

The answers to your questions are below:

1) Yes, I have made contact with the casino and I visited the local head office and spoke to the head of the technical department about the issue.

2) The problem occurs when Im playing the Black Jack game.

3) Below you will see images showing when I first started talking to the head of the technical department about the matter back in April to of recent.

I will have the videos sent to your email.

Thanks for the information provided via email and your explanation.

• When was the last time you were in contact with the casino regarding the issue?
• When was the last time you played Blackjack in the casino, and when was the last time the errors occurred?
• When did you record the videos you sent to me?

Please let me know.

Hello and thanks for your response.

1)I was in contact with the head technician 2 days ago.

He called me to say that he sent my claims to higher ups and they said they didn't see any problem and he wants to know if I can come in to review the videos again and have a discussion, of which I haven't responded to.

2)the last time I played Black Jack when the problem occured was on the 30th of September.

3) The videos I sent you were recorded on the 26th and the 30th of September. Each time was the same issue.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Ok.

Thanks

Hello John31,

I'm sorry to hear you're having trouble with this game. Do you have game logs from those sessions?

Yes, I do have game logs but the game logs dont show the mistakes, it only shows my deposits and some of my play time.

I will have to browse the logs throughly and take some screenshots to send to you.

Could you please send the full log? I want to compare the rounds mentioned and determine the frequency of this error. I assume it only occurred in specific rounds and not every time, am I right?

Did you notice any other factors when this happened?

Dear John31,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Matej
Casino.Guru