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I spent a while seeing strange things and my balance wouldn't go up when I won at live blackjack. I started recording, and I have the videos that I'm not getting paid. I contacted live support, and they told me they had made errors and gave me an ID code, but 3 months later, they haven't paid me or responded to my question. I have videos and photos.

Estuve tiempo viendo cosas raras que no subia mi saldo al ganar en el Black jack live. Me puse a grabar y tengo los videos que no me pagan. Contacto con soporte en directo y me dicen que tuvieron errores y le dan codigo id pero 3 meses mas tarde ni me pagan ni me contestan a eso. Tengo videos y fotos

Dear goufcb,

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 if there is anything else, I could do for you regarding your complaint.

Best regards,

Dominika

Dear goufcb,

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 have videos you can watch. Since I didn't pay out on many winning matches, I started recording them. And you can see them. And the chat conversations that acknowledge the glitch.

Tengo videos que se puede ver. Al no pagar muchas partidas ganadas me puse a grabar. Y se puede ver. Y las conversaciones de chat que reconocen el fallo.

Dear goufcb, kindly send the evidence you have to my email address at dominika.l@casino.guru.

Videos and photos sent to your email. The evidence is very clear. I look forward to your help. Thank you 🙏

Videos y fotos enviada a tu mail. Las pruebas son muy claras. Espero su ayuda. Gracias 🙏

Dear goufcb, could you please forward any relevant communication along with your game history in Excel format to dominika.l@casino.guru? Please advise the exact time of the incident.

I don't know how to do that... have you seen the evidence? What do you think? It couldn't be clearer, could it?

eso no lo se Hacer… habeis visto las pruebas? Que os parece. Mas clara no se puede no?

Dear goufcb, kindly request your game history in Excel format from the casino.

You can also check if there is a possibility to access the game history in your casino account and provide screenshots from the time of the incident.

A few days ago, I closed my account because they weren't responding. I've requested their company information 10 times so I could file a complaint with the DGOJ (General Directorate of Legal Affairs), but they haven't responded. I told them I wouldn't log in again until this was resolved. And all this while having a VIP badge, which they told me was a privilege and that my complaints were justified.

hace unos dias cerre la cuenta porque no me contestaban Nada. He pedido sus datos de empresa 10 veces para poder poner una denuncia a la DGOJ y no me contestan. Les dije que no ingressaria mas hasta que no se resolviera eso. Y todo eso teniendo insignia VIP que me decian que era un privilegio y que tenia razon de mis quejas.

Dear goufcb, we regret to inform you that without further evidence, such as game history, we cannot continue with the investigation or request the casino to join the resolution of your complaint. Please understand that our complaint resolution process is structured and requires certain steps to be followed by the players.

One of these key steps is for the player to provide as much supporting evidence as possible to substantiate their claim. This allows us to approach the casino with solid proof of potential unfair practices.

If you can provide additional evidence, such as game history, we would be happy to reopen your case and investigate further.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.