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Good morning! Day 3/8 / I played on the twin machine with a bet of 2.50 reais I won more than 8 times the big win. The machine was out of control I had to leave the game and when I came back I only had 10 free spins and all my money was gone and when I went to complain they had the nerve to say that I won nothing, that is, they underestimated my intelligence because how was I going to ask for something that I didn’t win if everything is recorded? And it is not the first time that there are problems with the machines and they do nothing only this time I decided to report it because I was robbed. They didn’t have the slightest consideration because I’ve already given them more than 12,000 profits in just one day

Bom dia!Dia 3/8/ joguei na máquina twin com aposta 2,50 reais ganhei mais de 8 vezes a grande Vitória.A máquina ficou descontrolada tive q sair do jogo e quando voltei só tinha 10 giros grátis e todo meu dinheiro tinha sumido e quando fui reclamar tiveram a cara de pau de falar q não ganhei nada ou seja substimaram minha inteligência pq como eu ia pedir algo q não ganhei se tudo fica gravado?E não é a primeira vez q tem problemas com as máquinas e eles nada fazem só q dessa vez resolvi denunciar pois fui roubada. Eles não tiveram a menor consideração pois já dei lucros a eles de mais de 12 mil em apenas um dia

Dear Cristiane,

Thank you for submitting your complaint. I’m very sorry to hear about your bad experience. Please, could you forward any  screenshots, video or ideally, your game history, to my email address petronela.k@casino.guru? Have you tried to communicate this issue with the casino? Please forward any relevant communication too.

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

Good morning! Unfortunately I did not take a print of the screen because it did not cross my mind that it would be stolen. I believe that it would not be possible to take it out due to the happiness in the circle. The first thing I did was to enter the chat to complain only that it was removed from there and directed to part of the email. And I only managed to enter the chat the next day and the attendant said I didn't win. I sent several emails with all the details in the hope that I would return my money

Bom dia!Infelizmente não tirei print da tela pois não passou pela minha cabeça que seria roubada. Acredito que também não daria para tirar devido a felocidade em rodava.A primeira coisa que fiz foi entrar no chat para reclamar só que retirada de lá e direcionada para parte de email. E só consegui entrar no chat no dia seguinte e atendente disse que não ganhei. Mandei vários email com todos os detalhes na esperança que devolvesse meu dinheiro

Cristiane, could you please forward your game history?

They are acting in bad faith because they even deleted my history. Second thing I did was try to print my history, to use as evidence. The only proof I have is the emails from the rounds purchases. They are liars once I made a deposit of 180 reais and in less than 20 minutes the money ended up in the minimum bet I went to complain they said that the 80 reais had not been well deposit is successful. I went to the chat and asked for my deposit balance and sent the print. Then they said it was not they who answered it was automatic email

TEles estão agindo de má fé pois até o meu histórico eles apagaram. Segunda providência que tomei foi tentar tirar print do meu histórico,para usar como prova. A única prova que tenho são os email das compras da rodadas.Eles são mentirosos uma vez fiz um depósito de 180 reais e em menos de 20 minu-tos o dinheiro acabou na aposta mínima fui reclamar eles disseram que os 80 reais não tinha sido bem sucedido o depósito. Fui no chat e pedi meu saldo de depósito e mandei o print. Aí eles disseram que não foi eles que responderam q foi email automático

Dear Cristiane,

Could you please forward your cashier history (deposits/withdrawals)? Thank you very much.

Dear Cristiane,

Thank you for forwarding cashier and game histories. Could you please advise if this is your whole game history?

Good morning! There are more history, I took the print only from day 3

Bom dia!Existem mais histórico,eu tirei o print só do dia 3

Dear Cristiane,

Please understand, that it is very difficult for us to proceed with this case without any supporting evidence. We would like to help you, but lack of evidence makes it impossible at this moment. Please, if you’ll come across any kind of proof, do not hesitate to contact us and we can reopen this complaint anytime. However, I will reject it now. Thank you for your understanding.