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I am writing to you to clearly and thoroughly explain an issue I have experienced with an online gaming platform, and for which, after multiple attempts at resolution, I have not obtained any effective solution.

The incident occurred when I placed a bet on roulette for a total amount of €28. Within that bet, I placed a €3 bet directly on the number 9. In that spin, the result was indeed the number 9, which implies, according to the standard rules of roulette (paying 35 to 1 on straight-up bets), that I should have received a prize of €108 (€3 x 36, including the return of the bet).

However, the system only credited me with €10, an amount that is completely inconsistent with the result and the terms of the game. I believe this constitutes a clear error in the settlement of the bet.

Following this incident, I contacted the platform's customer service via email. To date, I have sent over 20 emails over the course of more than a week. However, the responses I have received have always been generic and automated, failing to address the specific problem or offer a genuine review of the case or a solution.

This situation leaves me feeling clearly helpless as a user, since not only has the possible payment error not been corrected, but I have also not been provided with a technical or justification explanation of what happened.

Therefore, I request:

A detailed review of the play in question.

Verification of the result and calculation of the prize.

A clear and well-founded explanation.

The adjustment of the correct amount in case the error is confirmed.

I am attaching this explanation as part of my request for help, with the aim of having the case evaluated and being guided on the steps to follow for its resolution.

I remain at your disposal to provide any additional information that may be necessary.

Me dirijo a ustedes con el fin de exponer de forma clara y detallada una incidencia que he sufrido con una plataforma de juego online, y para la cual, tras múltiples intentos de resolución, no he obtenido ninguna solución efectiva.

El incidente ocurrió al realizar una apuesta en la ruleta por un importe total de 28 €. Dentro de esa jugada, aposté 3 € directamente al número 9. En dicha tirada, el resultado fue efectivamente el número 9, lo que implica, según las reglas estándar de la ruleta (pago de 35 a 1 en apuestas a número pleno), que debería haber recibido un premio de 108 € (3 € x 36, incluyendo la devolución de la apuesta).

Sin embargo, el sistema únicamente me abonó 10 €, una cantidad que no corresponde en absoluto con el resultado obtenido ni con las condiciones del juego. Considero que esto constituye un error evidente en la liquidación de la apuesta.

A raíz de lo sucedido, inicié contacto con el servicio de atención al cliente de la plataforma mediante correo electrónico. Hasta la fecha, he enviado más de 20 correos a lo largo de más de una semana. No obstante, las respuestas recibidas han sido siempre genéricas y automatizadas, sin abordar el problema concreto ni ofrecer una revisión real del caso o una solución.

Esta situación me genera una clara indefensión como usuario, ya que no solo no se ha corregido el posible error en el pago, sino que tampoco se me ha proporcionado una explicación técnica o justificativa de lo ocurrido.

Por todo ello, solicito:

La revisión detallada de la jugada en cuestión.

La verificación del resultado y del cálculo del premio.

Una explicación clara y fundamentada.

La regularización del importe correcto en caso de confirmarse el error.

Adjunto esta explicación como parte de mi solicitud de ayuda, con el objetivo de que se pueda evaluar el caso y orientarme sobre los pasos a seguir para su resolución.

Quedo a su disposición para aportar cualquier información adicional que sea necesaria.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinanga Casino.

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

• Is there any evidence about what your bet placement was during the affected bets?
• Have you provided sufficient information and evidence to the casino for investigation already? What responses have you received?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas