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I won 400 free spins in a beta tournament, when I spun 350 I had already paid 298 reais, suddenly the rest disappeared and the 298 also disappeared. I've sent several emails to support and not one has been answered.

Eu ganhei 400 giros grátis em um torneio da betano, quando eu girei 350 ja tinha pago 298 reais, derrepente o restante desapareceu e os 298 também sumiu. Ja mandei vários email pra o suporte e nem um foi respondido.

Dear FERNANDO777, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you didn't have the opportunity to play with 50 free spins? Also, did your whole balance disappear without further explanation?

If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru (or you can post it here).

Looking forward to hearing from you.

Best regards, 

Kristina

The casino does not respond to my messages.

And I know more people who are having the same problem.

O cassino não responde as minhas mensagens.

E eu conheço mais pessoas que esta com o mesmo problema.

Thank you for your reply, FERNANDO777. I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Dear FERNANDO777,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.