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Over the course of 1 month, with regular deposits of 500 leva, giving them another chance due to the casino's high rating, I lost 4000lv without any winnings. The slot machines are absolutely controlled. I think they should at least refund me half the amount, even if it is in the form of a bonus, as this is unacceptable...

Za 1 mesec s redovni depoziti po 500 leva sys izvinenieto da im dam oshte edin shans poradi visokata ocenka na kazinoto izgubuh 4000lv bez nikakvi pechalbi absolutno kontrolirani slotove . Mislq che trqbva da mi vyzstanovqt pone polovinata suma ako iskat i vyv formata na bonus no tova e nedopustimo…

Dear maradencheva21, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. However, I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance. 

If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me at veronika.l@casino.guru if there is anything else I could do for you regarding your complaint.

Best regards, 

Veronika

Dear maradencheva21,

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.