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Today I tried to enter the casino and the page won't even open. I don't know what happened, but I want my money back.

Hoje tentei entrar no casino e nao me abre sequer a pagina nao sei o que aconteceu, mas quero o meu dinheiro de volta.

Dear Rubendfgfg,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

To better understand the situation and assist you effectively, could you please provide answers to the following questions?

• What device and browser are you using to access the casino website?
• Are you receiving any error messages when attempting to open the website? If so, what does it say?
• Have you tried clearing your browser’s cache or using a different device or browser?
• Did you attempt to contact customer support at the casino? If yes, what was their response?

You can forward any relevant communication and supporting evidence to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Which device and browser are you using to access the casino website? Microsoft Edge

Are you getting any error messages when you try to open the site? If so, what does it say?No I'm not getting any errors

Have you tried clearing your browser cache or using a different device or browser?Yes

Have you tried contacting the casino's customer support? If so, what was the response?No response

Qual dispositivo e navegador você está usando para acessar o site do cassino? Microsoft Edge

Você está recebendo alguma mensagem de erro ao tentar abrir o site? Se sim, o que ela diz?Nao nao estou a receber nenhum erro

Você já tentou limpar o cache do seu navegador ou usar um dispositivo ou navegador diferente?Sim

Você tentou entrar em contato com o suporte ao cliente do cassino? Se sim, qual foi a resposta?Nao obtive resposta

Thank you for your reply, Rubendfgfg.

Just to clarify — when you try to access the casino website using Microsoft Edge, what exactly happens on the screen?

Since there’s no error message, does the page stay blank, does it keep loading indefinitely, or does it redirect you somewhere else?

Also, could you please let us know:

• Have you tried using a mobile device or connecting through a different internet network (for example, mobile data instead of Wi-Fi)?

This will help us better understand whether the issue is technical, location-based, or something else entirely.

Looking forward to your response.

Dear Rubendfgfg,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru