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I've been playing over $200,000 Argentine pesos, and not a single machine has paid out. It's impossible in any casino that if you play that amount, the machines will pay out something. I requested to close my account more than a week ago because I don't want anything more to do with this casino, but they're giving me the runaround and won't close my account. I want a refund of my money and for my account to be closed.

Vengo jugando más de $200.000 pesos argentinos y nunca me pago ninguna máquina. Imposible en cualquier casino si jugas esa cantidad algo pagan las maquinas. Pedí hace más de una semana el cierre de mi cuenta porque no quiero saber más nada con este casino y me dan mil vueltas y no me cierran la cuenta. Quiero el reintegro de mi dinero y que cierren mi cuenta

Dear Octa3813, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. However, 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. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do.

Regarding the account closure request, would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru. 

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Octa3813,

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.