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I played and won 4 rounds of Blackjack where I wagered 4 times with 50 euros each. Unfortunately, I have neither received the stake nor the winnings.

The casino has been unresponsive to the issue for over 20 days. No answer has been received.

Lucky Streak

Round 1

I won the round but didn't receive my winnings

Player ID: 7

Round ID: 51834505

Round 2

I won the round but didn't receive my winnings

Player ID: 36

Round ID: 51835307

Round 3

I won the round but didn't receive my winnings

Player ID: 36

Round ID: 51865280

Vivo Gaming

Round 4

Player ID: 17161239

Round ID: 1705831114007

Table ID: 18

Ich habe 4 Runden Blackjack gespielt und gewonnen. Ich hatte insgesamt 4x 50 euro eingesetzt. Leider habe ich weder Einsatz, noch Gewinn erhalten.

Das Kasino reagiert über 20 Tage nicht, um das Problem zu lösen. Ich erhalte keine Antwort.

Lucky streak

Round 1

I won the round but didn't receive my winnings

player id: 7

Round id: 51834505

Round 2

I won the round but didn't receive my winnings

player id: 36

round id: 51835307

Round 3

I won the round but didn't receive my winnings

player id: 36

round id: 51865280

Vivo Gaming

Round 4

Player id: 17161239

Round id: 1705831114007

Table id: 18

Dear xxcc86,

Thank you very much for submitting your complaint.

I'm sorry to hear about the trouble you've encountered with the online casino regarding the unprocessed winnings from your Blackjack rounds.

To assist you further in resolving this matter, could you kindly provide us with the following details:

• Can you confirm the exact dates when these four rounds of Blackjack took place?
• Were your bets deducted from your active balance and winnings never paid or the entire rounds were cancelled.
• Is there any additional information regarding your account or gameplay history that you believe would be relevant for us to know?

If you have any relevant communication logs or documents related to your interactions with the casino, please don't hesitate to forward them along with your game history to petronela.k@casino.guru for our review.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello,

Rounds 1 and 2 were on January 20th and rounds 3 and 4 on January 21st

The rounds were played to the end and the game showed me as "Round won" but I did not receive the winnings or the credit I had used. There was active credit and no bonus active

Hallo,

Runde 1 und 2 waren am 20.01 und Runde 3 und 4 am 21.01

Die runden wurden zu Ende gespielt und im Spiel mir auch als "Runde gewonnen angezeigt" aber ich habe den Gewinn und mein eingesetztes Guthaben nicht erhalten. Es war aktives Guthaben und kein Bonus aktiv

Hi xxcc86,

• Is there any chance that you could request your full game history from the casino and forward it to me at your earliest convenience?

Thank you.

Dear xxcc86,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.