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I won a prize and it wasn't credited to me

Gane un premio y no me lo abonaron

Dear fabriciofigueroa2019,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. I’m afraid I will need more information regarding your problem. Please could you elaborate? Could you kindly specify what prize you won?

I will be waiting for your reply patiently. 

Best regards, 

Veronika

I won a prize of $140,000 ars in the game Joker jewels, when one day passed he did not pay me the prize, then another day passed and he told me that he would pass my cbu and he told me that I no longer had any money in my account, that there was no money prize, I make the complaint with spporte and they tell me that a withdrawal of $140,000 was made, so I showed that to the cashier and she made me two deposits, one of $78,000 and another of $32,000 and she told me that then she would give me the rest and she would never do it again. did

gane un premio de $140.000 ars en el juego Joker jewels cuando paso un día no me abono el premio luego paso otro día y me dijo que le pasará mi cbu le pasó y me dice que ya no tenía dinero en mi cuenta, que no figuraba ningun premio, hago la queja con spporte y me dice que sí se realizo una extracción de $140.000 asi que le mostré eso a la cajera y me hizo dos depositos uno de $78.000 y otro de $32.000 y me dijoque luego me pasaba el resto y nunca mas lo hizo

Thank you for the explanation. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to veronika.l@casino.guru? Have you stopped playing right after the incident?

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.

Dear fabriciofigueroa2019,

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.