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I got a hand of 2 explorers with 3 jokers (books) on the same line and with a bet of €2 in the BOOK OF DEAD Slot. According to the rules this is a prize of 5000 times the amount bet. Only €1000 of prize was registered. I am claiming with a screenshot of said move and they do not want to pay me the remaining €9,000

Conseguí una jugada de 2 exploradores con 3 comodines(libros) en una misma línea y con una apuesta de 2€ en la Slot BOOK OF DEAD . Según las reglas esto es un premio de 5000 veces la cantidad apostada. Solo se registraron 1000€ de premio. Estoy reclamando con una captura de pantalla de dicha jugada y no me quieren pagar los 9000€ que faltan

Dear Sgallosuizo_11,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to petronela.k@casino.guru? Unfortunately, I haven't received any screenshots when you submitted the complaint.

Please understand, that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Lastly, could you please advise if you communicated this issue with casino already?

Looking forward to hearing from you. Thank you in advance for your reply.

Best regards,

Petronela

this is the screenshot of the play with the exact date and time of the play

esta es la captura de pantalla de la jugada con la fecha y la hora exacta de la jugada

Have you communicated this issue directly with the casino? If there's any relevant communication, please forward it to petronela.k@casino.guru along with your game history.

Screenshot forwarded by the player:

Thank you very much, Sgallosuizo_11, for your email. Could you please advise when you received the abovementioned email? It seems as the casino acknowledged the problem and is working on resolving it.

I received that email on 3/10/2023 and yesterday 3/13/2023 I received another one that I am attaching to you in which the casino decides not to pay my prize

Ese correo lo recibí el 10/3/2023 y ayer día 13/3/2023 recibí otro que os adjunto en el que el casino decide no pagar mi premio

I'm sorry to hear that, Sgallosuizo_11. Unfortunately, the casino's explanation is satisfactory. If your actual bet per line was 20 cents then the payout is correct. Please understand that payouts are calculated automatically by the system, not manually, by the casino. Therefore, it is much unlikely, that a mistake occurs. Sometimes it's just too difficult to work out for players themselves, how much the correct win should be and that's where misunderstandings happen.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear Sgallosuizo_11,

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 apologize for not being able to provide more assistance in resolving this case. Please feel free to reach out to us if you encounter any problems with other casinos in the future. However, due to the reasons mentioned above, I must reject this complaint. Thank you for your understanding.