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Last Monday, June 2nd around 11 pm, the casino started having problems with errors in balances, affecting the true balances without knowing what the true amount was, as of June 4th at 11 pm, they tell me that they have already solved the problem but my account is at 0, they did not respect my balance before they had their problems and even so I played with another deposit, I won and I wanted to withdraw but they canceled or held the withdrawal for 2 hours or more when it usually took 3 minutes, they do not want to let me withdraw and they have not been able to give me a reason for my true balance, they only put it at 0.

El pasado lunes 2 de junio al rededor de las 11 p.m. empezó a tener problemas el casino con errores en balances, afectando los verdaderos balances sin saber cuál era la verdadera cantidad del mismo, a la fecha 4 de junio 11p.m. me dicen que ya resolvieron el problema pero mi cuenta esta en 0, no me respetaron mi balance antes de que tuvieran sus problemas y aún así yo jugué con otro depósito, gane y quise retirar pero me cancelaban o me retenían el retiro por 2 horas o más cuando usualmente tardaba 3 minutos, no me quieren dejar retirar y tampoco me han podido dar razón de mi verdadero balance, solo me lo ponen en 0.

Dear Danielmc,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and assist you effectively, could you please provide answers to the following questions:

• What specific errors were displayed regarding your balance on June 2nd?
• Did you receive any communication from the casino regarding the issue with balances?
• What was your balance prior to the errors occurring? Do you have any evidence confirming that you had a balance in your account that suddenly disappeared?

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

Best regards,

Veronika

First the rollover didn't change, so I couldn't withdraw my balance, I attach evidence of my balance before the problems, I had around 6 thousand to 7 thousand

, now with the problems I don't know what the total was, since it showed me profits that did not correspond to my bets, but they also didn't respect my profits that I already had and the supposed solution was that I was going to make a balance adjustment but they left me at a complete 0, after that they also didn't let me make withdrawals since I had already deposited a new balance and won but they canceled those withdrawals , in their chat they just wash their hands with copy and paste messages and they don't answer my questions. In the second image the 5200 withdrawal says failed but they canceled it and they had me waiting for around 45 minutes for a response which they never gave me.

Primero el rollover no cambiaba, así que no podía retirar mi saldo, adjunto evidencia de mi saldo antes de los problemas, tenía al rededor de 6mil a 7mil

, ya con los problemas desconozco cuál era el total, ya que me reflejaba ganancias que no eran correspondientes a mis apuestas, pero tampoco me respetaron mis ganancias que ya tenía y la supuesta solución era que iba a hacer ajuste de balances pero me dejaron en completos 0, posterior a eso tampoco me dejaron hacer retiros siendo a qué yo ya había depositado nuevo balance y gane pero me cancelaban esos retiros , en su chat solamente se lavan las manos con mensajes de copiar y pegar y no me responde lo que yo les pregunto, en la segunda imagen el retiro de 5200 dice fallido pero ellos me lo cancelaron y me tuvieron al rededor de 45 minutos esperando respuesta la cual nunca me dieron.

Thank you for providing the information and screenshots. However, based on what we have reviewed so far, it’s still unclear whether the balance correction was made unjustly or if it was justified.

From the screenshots, it appears you were playing with a bonus and have not yet completed the required wagering conditions. Please note that if the bonus wagering requirements are not met within the specified time, the entire bonus balance may be forfeited.

Additionally, the transaction history shows several transactions that were cancelled by you, which could also affect your balance.

If you have any further evidence or information that could support your claim, please share it with us. Without additional proof, unfortunately, we won’t be able to continue the investigation into your case.

Thank you for your understanding.

Dear Danielmc,

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.