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Dear, I was playing blackjack with an amount of 15 euros remaining in the account (the amount wagered at the time of the problem was not included in the 15 euros), due to a technical problem with the game I had to exit and re-enter the game. Upon returning, the funds had disappeared. It has been two weeks since I asked for a refund but I have not received any news.

Gentile, stavo giocando a blackjack con un ammontare di 15 euro rimanenti sul conto(la somma puntata al momento del problema non era inclusa nei 15 euro) , per un problema tecnico del gioco sono dovuta uscire e rientrare nel gioco. Al rientro i fondi erano spariti. Sono due settimane che ho chiesto il rimborso ma non ho avuto nessuna notizia.

Dear real919,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history along with any relevant communication to petronela.k@casino.guru?

Please understand, that without any supporting evidence we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

Dear real919,

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 rejecting 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.