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I made a deposit of R$170.00 to get a bonus of 270 spins. After playing all the spins without any problems, the total winnings were added to my balance as normal. As soon as I started a game of pragmatic BIG BASS BONANZA 1000, I noticed that my balance was being reduced very quickly, even with winnings and throughout the game every 1 minute an error message appeared which I left an image of in the complaint. When I reloaded the page it took me a while to realize that my winnings were not being added to my account. This happened over and over again. I have proof! Chat is unavailable and I have no interest in continuing to play on this site, because who's to say they won't do it again? And I don't know how much they've taken from me. I couldn't add the images. They're not big enough.

Fiz um depósito no valor de R$170,00 para obter um bônus de 270 rodadas. Após jogar todas as rodadas sem nenhum problema, os ganhos totais foram adicionados ao meu saldo normalmente. Logo ao iniciar um jogo da pragmatic BIG BASS BONANZA 1000, Notei que meu saldo estava sendo reduzido muito rapidamente, mesmo com ganhos e ao longo do jogo a cada 1 minuto surgia uma mensagem de erro a qual eu deixei uma imagem na reclamação. Ao recarregar a página eu demorei a perceber que meus ganhos não estavam sendo adicionados a minha conta. Isso várias e várias vezes. Tenho provas! O Chat está indisponível e não tenho nenhum interesse em continuar jogando neste site, pois quem garante que eles não farão novamente? Além de não saber quanto me foi subtraído por eles. Não consegui adicionar as imagens. O tamanho não é suficiente.

Dear sirlenybritto3,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. The games in the casino are programmed to continue even when the connection between the server of the game provider and you is disconnected. If such an event happens, you can see a different result on your screen than on the casino server. If two different results exist, the correct one is the one on the casino server. 

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

• Do I understand correctly that you only experienced this problem with one specific game?  
• Do you happen to have a video recording or screenshots showing this incident? Could you please forward it to my email katarina.d@casino.guru?
• Did the situation somehow influence your real money balance? Is the last bet recorded in your game history? 

Thank you very much in advance for your reply. 

Best regards, 

Katarina

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Good morning! Thank you for answering my question. It wasn't a specific game, but a provider (PRAGMATIC PLAY). I've played 2 games from this same provider and they both had the same situation several times. I have screenshots of what happened, and I only realized this balance issue much later because my balance only decreased as I played. Yes, it did affect my balance because the winnings were shown and soon after loading the page they disappeared. I can see the bet in the history. I've sent the images to the e-mail address above.

Bom dia! Obrigada por responder minha pergunta. Não foi em um jogo específico e sim em um provedor (PRAGMATIC PLAY). Joguei 2 jogos desse mesmo provedor e os 2 apresentaram a mesma situação por diversas vezes. Tenho prints do ocorrido, e eu só percebi essa questão do saldo muito depois pois meu saldo só diminuía conforme eu ia jogando. Sim influenciou meu saldo pois os ganhos eram mostrados e logo após carregar a página eles sumiam. No histórico eu consigo ver a aposta. Mandei as imagens para o e-mail informado acima.

Dear sirlenybritto3,

thank you for your reply and your email.

Could you please forward all communications you have had with this casino regarding this matter to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear sirlenybritto3,

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.

I've already sent

Já enviei

Dear sirlenybritto3,

thank you for your message.

Are you able to log in to your account, please?

Have you communicated this issue with casino support? What was their reaction, please?

If you have any communication with the support saved, kindly forward it to me. My email is katarina.d@casino.guru.

Looking forward to your reply,

Katarina

Dear sirlenybritto3,

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.

Yes, I can log in. I notified the casino via e-mail, but it's been over 3 weeks and I've had no reply. When I speak to support, they simply ask me to wait for a reply to the e-mail. They do nothing!

Consigo sim fazer login. Notifiquei o casino via e-mail, porém já se passaram mais de 3 semanas e não obtive resposta. Simplesmente quando eu falo com o suporte me pedem para aguardar a resposta do e-mail. Nada fazem!

Dear sirlenybritto3,

thank you for your reply.

Could you please forward the screenshot from your message to my email katarina.d@casino.guru? It has arrived blurry and unreadable.

Have you requested a game provider's report to investigate this incident, please?

Looking forward to your reply,

Katarina

Dear sirlenybritto3,

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.

I didn't request a report from the game provider because I didn't know how to do it. I sent a new e-mail with the screenshot

Não solicitei relatório do provedor do jogo pq não sabia de tal procedimento e como fazê-lo. Mandei um novo e-mail com a capitara de tela

Dear sirlenybritto3,

thank you for your message and email.

Could you please contact the casino and request a game provider report examining your gameplay from that specific date?

Could you please provide your game history from that date as well? Kindly forward it in excel format to my email katarina.d@casino.guru. You can either find this in your profile or request it from casino support.

Looking forward to your reply,

Katarina

Dear sirlenybritto3,

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,
Katarina
Casino.Guru

We’ve reopened this complaint at the request of sirlenybritto3. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear sirlenybritto3,

kindly forward the game provider's report to my email katarina.d@casino.guru.

Looking forward to your reply,

Katarina

Dear sirlenybritto3,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require 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,

Katarina

Casino.Guru