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Good evening, I encountered an unpleasant incident today: the casino canceled my winnings of 16,000 euros, citing some of their rules. I tried to find out the reason, to which they replied that their team analyzed my game and found a violation, but they did not explain what violations they were. I also do not understand what I could have violated! Please help me figure this out.

Добрый вечер ,Сегодня столкнулся с неприятным событием казино аннулировала мой выграш в размере 16000 евро,ссылаясь на какоето их правила,я пытался узнать вчем причина у них,на что они мне ответили что их команда проанализировала мою игру и нашла там нарушение,но какие нарушение они мне необьясняют,я тоже непонимаю что я мог нарушить!помогите пожалуйста разобратся

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Fast Slots Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello, yes, I have access to my account. I played the Diamond Mole slot. The bets were from 1.2 euros to 4 euros per spin. The current balance was achieved thanks to the bonus.

здравствуйте да доступ к акаунту есть,я играл в слот Diamond mole ставки были начиная с 1,2 евро заканчивая 4 евро за ход,текуший баланс был достигнут блогодаря бонусу.

Thanks for your patience.

• Could you please describe in your own words your game activity in the casino?
• Which games have you played? What was your bet amount level?
• Have you accepted any previous bonuses in the casino?
• Which particular bonus led to your current win?

Looking forward to your reply.

Hello, I played slots, mainly a slot called Diamond Mole. The bets varied, starting with a bet of 1.2 euros and ending with 4 euros on bonus money. This was my first bonus, if I'm not mistaken, it was called a welcome bonus, which gives 200% of the deposit.

здравствуйте я играл в игровые слоты,в основном играл в слот по названием Diamond Mole ставки были разные играл начиная с ставки в 1.2 заканчивая 4 евро на бонусные деньги,ета был мой первый бонус если я неошибаюсь он назывался welcome bonus который дает 200% от депозита

Dear fonarj,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear fonarj,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Fast Slots Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Fast Slots Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel