Dear 87014946540s,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem.
I am sorry but the screenshot is not sufficient evidence of your win. According to the casino's Terms and Conditions:
12.2. If any discrepancies are found between the data displayed on your screen and the data available on the Company's server, the latter will be considered actual and final.
Could you please send me a screenshot of your gaming history from the day you achieved this big win? Please include your conversation with the casino stating that the bet was lost..
Could you also kindly request your full gaming history from this day in Excel format from the casino and then forward it to me? My email address is veronika.l@casino.guru.
Have you passed the full KYC verification?
Have you made any successful withdrawals from this casino before?
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 87014946540s,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem.
I am sorry but the screenshot is not sufficient evidence of your win. According to the casino's Terms and Conditions:
12.2. If any discrepancies are found between the data displayed on your screen and the data available on the Company's server, the latter will be considered actual and final.
Could you please send me a screenshot of your gaming history from the day you achieved this big win? Please include your conversation with the casino stating that the bet was lost..
Could you also kindly request your full gaming history from this day in Excel format from the casino and then forward it to me? My email address is veronika.l@casino.guru.
Have you passed the full KYC verification?
Have you made any successful withdrawals from this casino before?
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