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For the last few weeks I have deposited over BGN 7,000, and I had several profits, but really the last 8 days are shocking:

The first two days for a deposit of BGN 700, with a bet between BGN 1-2 no scatter game put me in a bonus game, these are over 1000 spins, then I switched to other games but the result is the same, deposit and only below, one the only time I reached the limit of 150 sq.m and with a bet on a spin between 1-2 BGN, but of course I did not withdraw the money because I was already inside 230 BGN for 20 minutes. 3 nights ago I asked for the 5th time to deactivate my account, but they told me that I had to fill out an application and send them an ID card again. I'm sick and I don't have a printer at home. By law, they do not have the right to deny me account deletion and even more so to require an ID card provided that I have verified all documents. By law, the return on the site should be over 85%, but they are hardly over 30-40

За последните няколко седмици съм депозирал над 7000 лв, като имах няколко печалби, но наистина последните 8 дни са потресаващи:

Първите два дни за 700 лв депозит, при залог между 1-2 лв нито една скатерна игра не ме вкара в бонус игра,това са над 1000 завъртания, след това преминах на други игри но резултатът е същия, депозит и само на долу, един единствен път съм стигнал границата от 150 кв и то при залог на врътка между 1-2 лв, но естествено не изтеглих парите защото вече бях вътре 230лв за 20 мин. Преди 3 вечери помолих за 5-ти път профилът ми да бъде деактивиран, но те ми казаха,че трябва да попълня заявление и отново да им пратя снимка на лична карта. Аз съм болен,а вкъщи нямам принтер. По закон,нямат право да ми откажат триене на акаунта и още повече да ми изискват лична карта при положение че съм верифицирал всички документи. То по закон и възвращаемостта на сайта трябва да е над 85%, но при тях едва ли е над 30-40

Dear Валери,

Thank you very much for submitting your complaint. 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.

However, please do not hesitate to contact me if you have proof that requests to block your account have been ignored. You could send any relevant communication along with supporting evidence to petronela.k@casino.guru.

Best regards,

Petronela

Thank you very much, Валери, for your reply. Could you please forward emails that you have sent to casino as well? Did you specify in those requests for how long you wish your account to be closed and clearly state the reason why? 

Dear Валери,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.