Bet77 Casino - Player's winnings have not been credited.

Dear mpterraboa,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. The games in the casino are programmed to continue even when the game crashes or the connection between the server of the game provider and you are disconnected. If such an event happens, you can see a different result on your screen than on the casino server. If two different results exist, the correct one is the one on the casino server.

Could you please clarify which winnings have been recorded in your game history? Please post it here or forward it to me.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

The Prize recorded on a screen , which I did not record, was 178,000 BRL. After contacting the casino support, they sent me a spreadsheet with a prize of only 178 BRL, at the same time.

 The list of the biggest winners of the day shows my ID, but with fractional values totaling 53,750 BRL.

 Did you receive the first screenshots that I sent in my initial complaint contact?

I am sending you the screenshots of the spreadsheet with the time of the bet, saying that the prize was in the Jackpot, the ID of the bet and the initial dialogue with support ( in portuguese, sorry).

It is important to note that the prize claimed is 178,000 BRL, which I could not register correctly in the original message sent to you.

If you need any other information, I am at your disposal.

The screenshot was sent by email due to file size.

Thank you very much.

Sincerely

MiguelAlves P*** Junior

Thank you for your reply, mpterraboa. I am afraid that if the winnings have not been recorded in your game history, you probably didn't see the correct win result on your screen. As I explained earlier, this sometimes happens and the correct result is always recorded by the game provider.

If there is any other evidence that could help us proceed with this case, please forward it to me, otherwise, I will be forced to close this complaint. Thank you for your understanding.

Dear mpterraboa,

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.