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Two of my bets of €30 each were cancelled for technical reasons. This happened 11 days ago. The total of €60 was withheld and no credit was made. All emails are ignored, and I am kept waiting and put off in the chat.

Zwei meiner Wetten a 30€ wurden aus technischen Gründen abgebrochen. Dieses Ereignis ist 11 Tage her. Die insgesamt 60€ wurden einbehalten, eine Gutschrift erfolgte nicht. Sämtliche E-Mails werden ignoriert, im Chat werde ich hingehalten und vertröstet.

Dear nicolejoannedriesen,

Thank you very much for submitting this complaint. I'm sorry to hear about the issue you're facing. To better understand your situation, I’d like to ask a few clarifying questions.

• Could you please confirm if you have any videos that show the bets were canceled for technical reasons? From the screenshots you provided, there doesn’t seem to be any indication of an error, and it appears that the two bets in question were evaluated as losing bets.
• Additionally, could you kindly request the casino to send you the gaming history from the day the error occurred in Excel format, and then forward it to me at veronika.f@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 nicolejoannedriesen,

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.