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Dear Casino Guru Team,

I hope this message finds you well. I am reaching out to seek assistance and clarification regarding my recent experience on the PokerStars platform.

I have conducted a detailed analysis of my results and the results of other players on PokerStars' casino games. During this process, I've noticed certain discrepancies which raise questions about the fairness and transparency of the games offered on the platform.

I would like to share my findings with your team to gain your insight and guidance on this matter. I am willing to provide my entire gameplay history, including screenshots that compare betting results of different amounts, as well as the performance of other participants in the same games.

I sincerely hope you can understand the seriousness of this situation and provide some clarity on it. I would greatly appreciate it if you could respond to this message as soon as possible to further discuss my concerns.

I await your prompt response and thank you in advance for your attention to this matter.

Best regards, C. Hidalgo

PS: I am unable to upload my game history, could you please contact me via email for its delivery?

Estimado equipo de Casino Guru,

Espero que este correo les encuentre bien. Me dirijo a ustedes en busca de asistencia y aclaración con respecto a mi experiencia reciente en la plataforma de PokerStars.

He llevado a cabo un análisis detallado de mis resultados y los de otros jugadores en los juegos de casino de PokerStars. Durante este proceso, he observado ciertas discrepancias que plantean interrogantes sobre la equidad y transparencia de los juegos ofrecidos en la plataforma.

Me gustaría compartir mis hallazgos con su equipo para obtener su perspectiva y orientación sobre este asunto. Estoy dispuesto a proporcionar todo mi historial de juego, incluyendo capturas de pantalla que comparan los resultados de apuestas de diferentes montos, así como el rendimiento de otros participantes en las mismas partidas.

Espero sinceramente que puedan entender la gravedad de esta situación y proporcionar alguna claridad al respecto. Les agradecería mucho si pudieran responder a este correo lo antes posible para discutir más a fondo mis inquietudes.

Quedo a la espera de su pronta respuesta y agradezco de antemano su atención a este asunto.

Atentamente, C. Hidalgo

PD: No me deja subir mi historial de juego, por favor contacten conmigo por correo para enviarlo

Dear Lorkazz,

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. My email address is kristina.s@casino.guru. However, please be aware that if we don’t have strong enough evidence proving that something unfair is going on, there is nothing we can do.

Thank you for your understanding.

Best regards,

Kristina

Dear Lorkazz,

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.