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Bad experience. In 20 years I've been to some horrible casinos, but this one surpassed them all. I made a deposit of 100 reais because I found the 200% bonus on the first deposit and another 100 FS interesting. So far so good, I followed all the verification processes. The display of the games is terrible, I chose a slot and every 3 spins it started spinning non-stop and an error message appeared, I lost the free spins and bonuses, which eventually appeared, when I restarted. It was a hellish nightmare, I tried another slot, the same one, the same one. I bitterly regretted having put my money into this awful casino. I went into chat and the guy asked me to send him a screenshot of the error, I sent it and after more than half an hour there was NOTHING, no reply. I didn't even play the 100FS because it would have been another pointless torture. What a disappointment, I only got into this ROUBADA because the casino GURU indicated 🤦🏻‍♀️ it wasn't a bad experience, it was TERRIBLE.

Péssima experiência. Em 20 anos já passei por cassinos horríveis, mas esse superou todos. Fiz um depósito de 100 reais pq achei interessante o bônus de 200% no primeiro depósito e mais 100 FS. Até aí ok, segui todos os processos de verificação. A visualização dos jogos é péssima, escolhi uma slot e a cada 3 giros ela começava a girar sem parar e aparecia uma mensagem de erro, perdia os giros grátis e bônus, que eventualmente apareciam, quando reiniciava. Foi um pesadelo infernal, tentei outra slot, igual, outra igual tb. Me arrependi amargamente de ter colocado meu dinheiro nesse cassino horroroso. Entrei na chat e o rapaz pediu pra enviar uma captura de tela do erro, enviei e depois de mais de meia hora NADA, nenhuma resposta. Nem joguei os 100FS pq seria outra tortura inútil. Que decepção, só entrei nessa ROUBADA pq o cassino GURU indicou 🤦🏻‍♀️ não foi uma má experiência, foi TERRÍVEL.

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Dear gesiscreide,

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

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

• Did this issue occur only once and only with a specific type of game (slots)?
• Were you able to access other types of games without experiencing similar issues?
• Do you have any video recordings or screenshots of the incident?
• Have you tried clearing your browser cache or switching devices before resuming play?

Thank you very much in advance for your reply.

Best regards,

Petra

Dear gesiscreide,

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.

Answering your questions:

1- The same problem occurred several times, better said, the whole time I played to use the balance. Only slots.

2- I wasn't interested in trying other games. I don't like other games.

3- I don't have a video, I have a screenshot of the interrupted game and the error message.

4- I've cleared the cache, but what would it mean to change devices? Would it be buying another cell phone? I don't own a PC or tablet.

Respondendo as perguntas:

1• O mesmo problema ocorreu várias vezes, melhor dizendo, o tempo todo em que joguei pra usar o saldo. Somente slot, caça níqueis.

2• Não me interessei por tentar outros jogos. Não gosto de outros jogos.

3• Não tenho vídeo, tenho captura de tela do jogo interrompido e a mensagem de erro.

4• Limpei o cache, mas o que seria trocar de dispositivo? Seria comprar outro celular? Não possuo pc ou tablet.

Thank you for your reply and for providing the previous details, gesiscreide.

• Has this particular game and its result appeared in your game history?
• Did you receive any instructions for troubleshooting from the casino's support team?
• Can you confirm whether the casino has not responded to your screenshot submission?

Could you please send me any evidence or attempts to communicate with the casino? You can forward all documents to petra.h@casino.guru or post your screenshots directly in this thread.

Thank you again for your cooperation.

I got no response from the casino and simply stopped playing there, never again. I'm going to close this complaint because I have more to do than debate little things on the internet. My complaint was a WARNING to players to avoid the casino in question, if they don't want to avoid it, they've been warned.

Não obtive resposta nenhuma do cassino e simplesmente parei de jogar lá, pra nunca mais. Vou encerrar essa reclamação pq tenho mais o que fazer do que ficar debatendo coisinhas na internet. Minha reclamação foi um AVISO direcionado aos jogadores, pra evitar o cassino em questão, se não quiserem evitar, foram avisados.

Dear gesiscreide,

Thank you for the information.

We understand and respect your decision not to continue pursuing this complaint. It is entirely your choice whether to proceed further.

At the same time, please understand that in order for us to properly investigate and potentially resolve a complaint, we need to gather as much relevant information and evidence as possible. Without sufficient details, we are unfortunately unable to proceed further with the case.

If you have any additional evidence or documentation that could support your claims, please feel free to post it directly in the thread or send it to my email at petra.h@casino.guru.

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

Dear gesiscreide,

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