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I suffer routinely with 1win that does not pay me my high value bets everything is fine when I start the bet the money leaves the game account and the place to take the bet turns yellow but every time the bet reaches a high value of my wish and I try to get my money it shows this error the game and Luckyjet the candle reached 988x and I was trying to withdraw from 600x I already have a dispute within the application itself with the amount of 2244 reais that presented the same problem my account id it's number 17***148 p***.com@gmail.com help me please

eu sofro corriqueiramente com a 1win que não me paga minhas apostas de alto valor está tudo certo quando eu início a aposta o dinheiro sai da conta do jogo e o lugar de pegar a aposta fica amarelo porém toda vez que a aposta atinge um alto valor do meu desejo e eu tento pegar meu dinheiro ele apresenta esse erro o jogo e Luckyjet a vela atingiu 988x e eu estava tentando sacar desde os 600x já tenho uma disputa dentro do próprio aplicativo com o valor de 2244 reais que apresentou o mesmo problema minha conta id é número 17***148 p***.com@gmail.com me ajudem por favor

Dear pedro753murilocom,

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 you are experiencing this issue with one specific game?

Do you happen to have a video recording showing this issue? Could you please forward it to me?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

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 have a video I have prints I have proof of everything that happened this last time my profit was 17 thousand reais when we spend hours and hours betting losing just to test and get the exact time to reach a value like that and go through this terrible embarrassment. It's the first time they've done this to someone else. I'll send the video by email, as well as screenshots of the error and conversations I've had with the attendants.

tenho vídeo tenho prints tenho provas de todo acontecido dessa última vez meu lucro era de 17 mil reais quando a gente passa horas e horas apostando perdendo só para testar e conseguir a hora exata de atingir um valor desse e passa por esse constrangimento terrível não e a primeira vez eles já fizeram isso com outra pessoa mandarei o vídeo no e-mail assim como prints de erro e de conversas que tive com atendentes já passei vários dias reclamando e eles jogam de um para outro atendimento.

Thank you for your reply, pedro753murilocom. Could you please advise if your winnings have been recorded in your game history? Please, forward me your game history and mark all bets that you believe were credited incorrectly.

I can provide my game id but my history suddenly disappeared as if it never existed I opened two disputes in the app itself and I may be passing the tracking code here

eu consigo fornecer meu id de jogo mais meu histórico de repente sumiu como se nunca houvesse existido eu abri duas disputas no próprio app e posso estar passando o código de acompanhamento aqui

Could you please prove that your whole game history is missing?

I certainly can, but I have much better proof since the history can be manipulated by them. I have a print of the conversation with the attendant reporting that there was an error and even creating a ticket to make my refund, but it's been more than 30 days and I also have a video I made during the bet that proves their mistake in the Luckyjet game app

com certeza posso porém tenho uma prova muito melhor já que o histórico pode ser manipulado por eles mesmo tenho print da conversa com o atendente relatando que houve um erro e inclusive criando um ticket para realizar meu reembolso porém já faz mais de 30 dias e tenho também um vídeo que eu fiz durante a aposta que prova o erro deles no aplicativo jogo Luckyjet

Please, provide the required information otherwise we will not be able to proceed with this complaint.

Dear pedro753murilocom,

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.