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Dear cotamurillod94,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve encountered.

Please note that games in online casinos are programmed to continue running even if the connection between your device and the game provider’s server is interrupted. In such cases, the result displayed on your screen might differ from the one registered on the server. However, if two different outcomes exist, the valid result is always the one recorded on the casino’s server.

To better understand the situation and assist you further, could you please answer the following questions?

• Do I understand correctly that this issue occurred only once and with one specific game?
• Do you have any other evidence that would support your case?
• Could you provide me with your betting history?

Thank you very much in advance for your reply.

Best regards,

Petra

Yes, I didn't upload the other tests because the page wouldn't let me, but I'm attaching them here. Thanks...

The problem only occurred when I activated the two speed beams... I didn't have automation activated...

I made a spin, lost, activated the EX. I made that higher spin, won, spun again, won again, spun again and won, but this third time everything was frozen. It started malfunctioning from the first win; it began to freeze. But it clearly said I won; I saw the little angels appear and everything. But when I thought to record the screen as proof in case something happened, I only managed to record the very end, when it was already frozen. When I exited the app and went back in, I no longer had my money, nor what I had won. And according to the system, I made all the subsequent spins until I ran out of money, but it's absurd because they were all made within milliseconds of each other, and it says X0.00 when I supposedly had the EX activated. And besides, it's strange that none of the spins gave me a prize, right? But as far as they're concerned, I made those spins. I find it very unfair, which is why I'm bringing this up. I could file a dispute with the bank and at least recover my deposit from that occasion, but I was hoping the casino would handle my case better and at least tell me if I won anything, or whatever, and that they would be the ones to return my deposit. But blaming me like that seemed very rude and unfair, especially since the evidence was right there.

Si, de hecho no subi las otras pruebas por que ya no me dejó la pagina pero lasadjunto aqui mismo gracias...

La falla solo ocurrió cuando activé´ Los dos rayitos de velocidad... No tenia activado la automatizaci´´on ...

Hice una tirada, perdi, acitvé los EX. hice esa tirada mas alta, gané, volvi a tirar, gané volvi a tirar y gané pero esta tercera ocasion ya estaba todo trabado, empezo a fallar dese la primera victoria se empezaba a trabar, pero claramente decia que gané vi los angelitos que salen y todo pero cuando se me ocurrió grabar la pantalla como prueba por si acaso pasaba algo, solo alcancé a grabar lo ultimo, cuando ya estaba trabado y cuando me salgo dela app y vuelvo a entrar y ya no tengo ni mi dinero tampoco. ni lo que habia ganado. y segun el sistema yo hice todas las tiradas siguientes hasta agotar mi dinero pero es absurdo porque todas estan tiradas con milisegundos de diferencia y dice X0.00 cuando se supone que tenia activadas las EX y aparte que raro que ninguna tirada me haya dado un premio no? pero para ellos yo hice esas tiradas. Me parece muy injusto por eso expongo el caso, yo pudiera hacer una disputa con el banco y aunque sea recuperar el deposito de esa ocasi´´on ,pero tenia la esperanza que el casino actuara mejor con mi caso y por lo menos me dijera que si gané algo o nosé, que sean ellos los que me devolvieran el deposito, pero culparme asi me pareció muy grosero e injusto. sobre todo que estaban alli las pruebas.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear cotamurillod94,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Petra