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The notation of RTP and the actual RTP were different. I admitted that fact, but presented the period during which the RTP was changed without any explanation, and even though the RTP differed by more than 5%, it was compensated by PNG for 2%. Only equivalent.

One point that the company is not responsible.

Even if I ask for a detailed explanation, it doesn't say that this matter is over.

RTPの表記と実際のRTPが違った。その事実は認めたが、RTPが変更されていた期間をなんの説明もなく提示し、RTPは5%以上差があったのにもかかわらず、補償したのはPNG社に出させた2%相当のみ。

自社に責任はないの一点張り。

詳しい説明を求めても、この件はもう終わったと言ってとりあってくれません。

Dear kepiciodeltoro,

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).

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. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.

Best regards,

Petronela

Dear kepiciodeltoro,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.