Betlix Casino - Player’s winnings have been withheld.

To the Casino Guru Mediation Team,

I am lodging a formal complaint against Betlix Casino (betlix.com) regarding a missing balance of $500 USD that has been withheld from me for over a month following a technical failure on their platform. 

Timeline of events:

1. One month ago, during a game session, a sudden system error occurred. My balance immediately dropped by $500 USD.

2. I contacted live support right away. The agent, Sheilla, explicitly admitted to the technical fault in writing, stating: "There was a system glitch in the account and error in the game." (See attached screenshot).

3. Because the game crashed unexpectedly, my screen recording was started immediately after the balance drop occurred to document the chat and the immediate aftermath. 

4. For over a month, Betlix has stalled me with generic "please wait for the relevant department" replies.

5. Recently, they credited a token $30 to my account. I explicitly reject this minor credit as a resolution. However, this partial payment serves as a direct, undeniable admission by Betlix that my account was wrongfully impacted by their system failure.

Since the casino's software failed and their own staff admitted to the glitch, they are required by fair gaming rules to restore my full original balance. 

I request that Casino Guru compel Betlix to retrieve the official backend server logs and game round IDs for my account from that date. Their internal data will confirm my true balance prior to the crash. I demand the return of my remaining $470 USD cash balance.

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Hello,

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

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

• Is your player's account accessible to you?
• Is there any record of the balance on your account dropping?
• Have you requested game history records from said period, or do you have access to the relevant records of your balance fluctuations?
• Could you please specify which game you played at the time?
• Was there any active bonus on your account during that time?
• 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