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Hello good morning!! I hope you are all doing well... The reason I am writing to you is because I have a problem with a slot machine at this betting house (GALACTIC RICHES), which while I was playing I won 5 re-spins and suddenly a message appeared that says: "AUTHENTICATION FAILED, NO LOGIN TICKET". I left the slot machine and logged back in. The same message appeared, I logged out, deleted cookies, cleared history and logged in again. I reported the problem and after more than a week I received an email saying that the problem had been resolved, so immediately (haha happily true) I logged in and it remains exactly the same. I reported it again and they told me they would check it again. More than 7 days have passed and there is no response.

What is done in these cases?

Hola buenos días!! Espero que se encuentren muy bien... El motivo por el cual les escribo es porque en esta casa de apuestas tengo un problema con un slot (GALACTIC RICHES), el cual al estar jugando gane 5 re-giros y de repente me apareció una leyenda que dice lo siguiente: "AUNTENTICACION FALLIDA,NO HAY TICKET DE INICIO DE SESIÓN". Me sali del slot, y volvi a ingresar me apareció la misma leyenda, cerre sesion, borre cookies, limpie historial e ingrese de nuevo. Lo reporte el problema y después de mas de 1 semana recibi un correo donde decia que el problema había sido resuelto, entonces inmediatamente (jaja felizmente verdad) ingrese y sigue exactamente igual lo volvi a reportar y me dijeron que lo checarian de nuevo han pasado mas de 7 dias y no hay respuesta.

Que se hace en estos casos??

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand the situation and help you resolve this issue, could you please clarify a few details?

• Have you tried accessing the slot machine from a different device or browser?
• Could you provide the exact date and time when you experienced the problem?
• Have you received any follow-up communication from the casino since your last report?
• Can you see the progress of your game in the gaming history?

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

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Thank you for your patience, and stay safe.

Hello, good afternoon. I hadn't tried logging in with another browser or device. I did it today, and it won't load. I have the history for that day and the last day it logged. (I'm attaching the photos.) I don't know if you have an email where I can send you the video showing the game not loading. Thanks, I'll be on the lookout.

Hola buenas tardes, no habia intentando meterme en otro navegador ni dispositivo. Hoy lo hice y no carga y tengo el historial de ese dia y cuando fue el último dia que se registró. (te adjunto las fotos) nose si tengas un correo donde te pueda enviar el video donde se ve que no carga el juego gracias estoy al pendiente

Thank you for your response. You can send the video to me at veronika.f@casino.guru.

Could you also please confirm the following:

• Were any of your stakes unjustly deducted from your account due to a game malfunction?
• Are there any winnings that you believe were not credited to your account?

Thank you in advance for the clarification.

Hi Vero, I've already sent you the email with the video.

I also added an extra piece of information: the slot machine is no longer listed as a game; it's been removed, and I'm attaching proof. I'm keeping an eye on that.

Hola vero, ya te he enviado el correo con el video.

También te agregue un dato extra y esque el slot ya no esta lista de juegos lo quitaron adjunto evidencia. Cual cosa estoy al pendiente.

Thank you for your email and for providing additional information.

I completely understand how frustrating it must feel to lose the opportunity to finish your free spins, especially after looking forward to the potential winnings. Unfortunately, since no real-money balance was unfairly deducted from your account before the game crashed, we are unable to request compensation from the casino.

Please note that free spins only hold potential winnings, and casinos are not obligated to pay these out if the game cannot be resumed. Sometimes, these technical issues are caused by the game provider rather than the casino, which means the casino has limited control over fixing the problem. In this case, it seems the issue was significant enough that the game was removed from the platform entirely.

I truly understand this is disappointing news, and I’m sorry we cannot do more in this situation. For these reasons, we will now close this complaint as rejected. Thank you for your understanding, and please remember that you’re always welcome to reach out if you experience any issues with this or any other casino in the future.

Best regards

Veronika