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I had a profit of $717,000 which I made a withdrawal of 600,000 and since I know that the shot is not made, I stopped playing now I went into my account and I appear with 900 pesos, I informed the casino but they did not give me any solution

Yo tenia una ganancia de $717.000 el cual realize un retiro de 600.000 y como se que no se realiza altiro deje de jugar ahora me metí a mi cuenta y aparezco con 900 pesos le informe al casino pero no me dan ninguna solución

Dear Nicolvergara,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that your winnings disappeared from the casino account?

Have you accumulated your winnings with or without an active bonus?

Also, do I understand correctly that you have not received any explanation from the casino regarding this issue?

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

Best regards,

Kristina

I won the money without bonuses last night, as soon as I saw what happened, I contacted the casino, which tells me that I have a withdrawal of 600,000 CL and that the rest of the money I played, which is not the case, I attach a screenshot of the conversation

I beg if you can please help me

El dinero lo gane sin bonos anoche a penas vi lo sucedido me comunique con el casino el cual me dice que tengo un retiro de 600.000 CL y que el resto del dinero lo jugué cosa que no es así adjunto pantallaso de la comversacion

Le suplico si por favor me pueden ayudar

Help please tell me that they are not going to do anything they do not want to tell me who supervises them

Ayuda por favor me dicen que ellos no van hacer nada no me quieren decir quien los supervisa

Thank you for your reply, Nicolvergara. Could you please forward me a screenshot of your withdrawal/cashier history?

Also, do I understand correctly that you believe that someone else played in your casino account? Would you be so kind as to forward me your full game history? My email address is kristina.s@casino.guru.

Additionally, if there is any other relevant communication between you and the casino, please forward it to my email address, or post it here.

Dear Nicolvergara,

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.

Unfortunately, we’re forced to close 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.