Hi Radka,
I greatly appreciate your kindness and apologize again for the delay in replying; I lost track of the thread.
I wanted to clarify that I was able to make quite a few withdrawals, and quite quickly at that. The VIP Manager also contacted me frequently, and overall, my experience was good.
However, I placed a winning bet that should have generated a prize of €26,800, but that prize was not added to my balance. When I complained, they told me they had reviewed the round several times and had even contacted the game provider to investigate what happened.
I have several pieces of evidence related to that round. I have the round ID, screenshots of the next play—which I was also doing in repetitive mode 🔂—where the same bet can be identified, a comment made in the chat, and screenshots of the balance after the play.
I don't have a screenshot of the moment immediately before the result, but I believe the round ID and the rest of the evidence should allow us to objectively identify and verify what happened. Furthermore, I understand that the casino and/or the provider should have the official records for that round.
I wouldn't want to get into a conflict with this casino, because as I mentioned before, I was able to make good withdrawals and overall my experience with them was positive.
But I don't think that should affect this particular issue. If the official evidence and records confirm that the bet was a winner and that the corresponding prize was €26,800, I believe it should have been credited to my account.
For my part, I am willing to provide all the evidence I have so that you can assess the case as objectively as possible.
Finally, I'd like to ask what information I should keep private before posting the evidence on the forum and what I can share publicly. I don't want to accidentally expose any sensitive data from my account. If any of the evidence contains information that shouldn't be made public, I'd be happy to send it to you privately.
Thank you again for your help,
Adrian
