The player from Spain is dissatisfied with the casino’s RTP (Return to Player). We rejected the complaint because the player didn't respond to our messages and questions.
Virtual roulettes are not random, they have software that shamelessly takes your money. That's cheating. If I as an individual went to a casino and cheated, I would go to prison, but they don't do anything to the casino mafias.
Dear Carlos,
Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.
If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.
Best regards,
Petronela