Thank you, anmaria87, for your emails and screenshots. For now, I would say it is not necessary to share them. But feel free to share them with us. No problem.
Dear RomanCasino team,
Thank you for your response. However, I am afraid it did not clarify the situation sufficiently or at all.
I would like to repeat the unanswered questions I asked 2 weeks ago.
"Can you be more specific regarding the error in the game in question and possibly support your claims with any statement from the provider, example screenshots and a part of the user's game logs where it is clearly visible?
If needed or if it suits you better, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru)."
Also, a few more questions arose in the meantime.
Did the user play only one game (Power of Zeus) during the entire time? Were there any other winnings or winnings from other games? If so, what happened with winnings from other games?
If there was a technical glitch, should the player not be refunded with bets placed at the time of a technical error? Unfortunately, it is still not completely clear what exactly happened in the game and why everything should be confiscated.
Can you please also provide me with the user's complete game logs and a detailed clarification of the technical error and if possible, show it on particular examples/cases in the player's game logs or the requested screenshots (if possible)?
Please note if there is no further or sufficient information/details/evidence supporting the casino's claims and decision, we will not be able to close the case in favour of the casino, and we will be forced to think about closing it as 'unresolved'.
Thank you.
Thank you, anmaria87, for your emails and screenshots. For now, I would say it is not necessary to share them. But feel free to share them with us. No problem.
Dear RomanCasino team,
Thank you for your response. However, I am afraid it did not clarify the situation sufficiently or at all.
I would like to repeat the unanswered questions I asked 2 weeks ago.
"Can you be more specific regarding the error in the game in question and possibly support your claims with any statement from the provider, example screenshots and a part of the user's game logs where it is clearly visible?
If needed or if it suits you better, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru)."
Also, a few more questions arose in the meantime.
Did the user play only one game (Power of Zeus) during the entire time? Were there any other winnings or winnings from other games? If so, what happened with winnings from other games?
If there was a technical glitch, should the player not be refunded with bets placed at the time of a technical error? Unfortunately, it is still not completely clear what exactly happened in the game and why everything should be confiscated.
Can you please also provide me with the user's complete game logs and a detailed clarification of the technical error and if possible, show it on particular examples/cases in the player's game logs or the requested screenshots (if possible)?
Please note if there is no further or sufficient information/details/evidence supporting the casino's claims and decision, we will not be able to close the case in favour of the casino, and we will be forced to think about closing it as 'unresolved'.
Thank you.