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Good afternoon, I need help. I was playing 4 Scarab Coins on Playson with a 300 CLP bet. I won approximately 210,000 CLP, leaving me with a balance of approximately 277,000 CLP. When I left the game to withdraw my winnings, the winnings disappeared, leaving me with a balance of approximately 67,000 CLP. I contacted support, and they told me it was due to a bonus I had. However, I showed them my transaction history since that bonus was lost before the win, and a new deposit of 25,000 CLP was made, which is what I used to win. I will attach evidence that the bonus balance was at 0 when I won the approximately 210,000 CLP. I also attached evidence that minutes before, the bonus balance still showed as 0. They told me to write to them via email, but I haven't received any response. I will also attach the live chat conversation.

buenas tardes necesito ayuda, me encontraba jugando en 4 scarab coins de playson con apuesta de 300clp, obtuve una ganancia de 210.000 clp aproximadamente, quedando en salgo 277.000 clp aprox, al momento de salirme del juego para retirar mi dinero desapareció el dinero de la ganancia quedando el saldo que tenía que era de 67.000clp aprox, me contacté al soporte y me dijieron que era por un bono que tenía, sin embargo le mostré el historial ya que ese bono se perdió antes de la ganancia, y se hizo un nuevo depósito de un monto de 25.000 clp con el cual fue el que gané, adjuntaré evidencia de que el saldo del bono estaba en 0 al momento de ganar los 210.000 clp aprox, también adjunté evidencia que minutos muchos más antes seguía apareciendo saldo de bono 0 me hicieron escribir a través de correo y sin embargo no e tenido ninguna respuesta adjuntaré también conversación con el chat en vivo

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Dear lorenaza6731,

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 more details by answering the following questions:

• When exactly did you experience this issue with your winnings disappearing?
• Have you checked all messages or notifications from the casino regarding your account balance?
• Can you please share any other evidence and documents you mentioned, including your Bonus history and conversations with support?

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

Best regards,

Petra