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Good evening, my name is Katerina and for over a year I have deposited more than 3,000 euros without winning even once in any casino game! Whenever I deposit, there are no wins, and I believe that something has been altered in my account. For instance, if I deposit 10 euros, I do not even reach 10 euros and 50 cents! I have never received any loyalty bonus despite so many deposits, and this is not normal! I understand that these are games of chance and I'm not playing to get my money back, but there should be some returns, and I have been forced to look into filing a complaint because I am sure something is going on! I am sending a photo of just the last 6 months because I'm not allowed to include the whole year!

Καλησπερα ονομάζομαι Κατερίνα και εδώ και ένα χρόνο έχω καταθέσει πάνω από 3.000 ευρώ χωρίς να έχω κερδίσει σε κανένα παιχνίδι καζίνο καμία φορά !!οποτε και να καταθέσω δεν υπάρχει καμιά νίκη και πιστεύω ότι κάτι έχουν πειράξει στον λογαριασμο μου !δηλαδη αν καταθέσω 10 ευρώ δεν έχω φτάσει 10 ευρώ και 50 λεπτά !δεν έχω λάβει ποτέ κανένα μπόνους αφοσίωσης με τόσες καταθέσεις και δεν είναι φυσιολογικό !γνωριζω είναι είναι τυχαιρο παίγνιο και δεν παίζω για να πάρω πισω τα χρήματα μου αλλά δεν γίνεται να μην υπάρχουν επιστροφές και έχω αναγκαστεί να ψαχτώ να κάνω καταγγελία γιατί είμαι σίγουρη ότι κάτι γίνεται !!σας στέλνω μια φωτό μόνο για τους 6 τελευταίους μήνες διότι δεν με αφήνει όλο τον χρόνο !!

Dear Carrleo,

Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.

If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.

Best regards,

Nick

Dear Carrleo,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.