The player from Italy is dissatisfied with the casino’s RTP (Return to Player). We rejected the complaint because the player didn't respond to our messages and questions.
So I deposited more than € 5,000 into my account and lost everything, not even a win. I want my money back
Dear Giovanni,
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 the 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,
Kristina
As if losing € 5,000 isn't enough, I asked for a refund on my deposits and they told me I don't have to play anymore
Thank you for your reply, Giovanni. Sometimes you win, sometimes you lose, that is how online casinos work. If you have any evidence that this casino has rigged games, please forward it to me, otherwise, I will be forced to reject this complaint. Thank you for understanding.