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I won €247,500.00 at the casino, and I've been trying to get paid for about a month now. I tried to resolve the situation directly with the casino, but my account ended up being closed/deleted, and they didn’t pay me. I have proof of the winnings, my account balance, and all my attempts to contact them. 

Ganhei €247.500,00 no casino e estou há cerca de um mês a tentar receber o valor. Tentei resolver a situação diretamente com o casino, mas a minha conta acabou por ser encerrada/apagada e não me pagaram. Tenho provas do ganho, do saldo e de todas as tentativas de contacto. 

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Can you see the winning spin of €247,500.00 recorded in your gaming history?
• Do you have any other evidence showing the win apart from the screenshot you uploaded with your complaint? Unfortunately, this screenshot alone is not sufficient evidence to confirm that these winnings were accumulated on your account, as it does not contain any information that would allow us to link it to your casino account.
• When exactly was your account closed? Did you receive any emails from the casino informing you of the reason why they decided to close your account?

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

Best regards,

Veronika

Right now, I can’t access my account or my game history because the casino has closed my account. For that reason, I can’t directly view the winning bet of €247,500.00 in my history.

However, I do have the screenshot of the win that I’ve already sent you, as well as other evidence I have that can help demonstrate what happened. Since the account was closed, I am currently unable to obtain new records directly through the platform.

The account was closed after I began complaining and trying to resolve the issue regarding the payment of €247,500.00. I currently do not have access to the account to check the exact date through the platform.

As for the reason for the closure, I was not provided with a clear and satisfactory explanation that would resolve the payment issue.

Neste momento não consigo aceder à minha conta nem ao histórico de jogos, uma vez que o casino encerrou a minha conta. Por esse motivo, não consigo consultar diretamente a jogada vencedora de €247.500,00 no histórico.

Tenho, contudo, a captura de ecrã da vitória que já vos enviei, bem como outros elementos que possuo e que podem ajudar a demonstrar o ocorrido. Como a conta foi encerrada, não tenho possibilidade de obter atualmente novos registos diretamente através da plataforma.

A conta foi encerrada depois de eu começar a reclamar e tentar resolver a situação relativamente ao pagamento dos €247.500,00. Não tenho atualmente acesso à conta para consultar a data exata através da plataforma.

Quanto ao motivo do encerramento, não me foi apresentada uma justificação clara e satisfatória que resolvesse a questão do pagamento.

Hello,

I am willing to reduce the amount I am claiming because I want to resolve this situation as quickly as possible and reach an agreement with the casino.

Although the initial amount in question was €247,500, I am willing to negotiate, and depending on the terms offered by the casino, I might consider a settlement in the following amounts:

• €200,000

• €150,000

• €100,000

• €80,000

My goal at this point is not to prolong the dispute, but to find a reasonable solution and receive an amount that will allow me to resolve the situation once and for all.

I ask Casino Guru, if possible, to try to convey this willingness to the casino and find out what the best offer they would be willing to make to resolve the case quickly.

Olá,

Estou disposta a reduzir o valor que estou a reclamar, porque quero resolver esta situação o mais rapidamente possível e chegar a um acordo com o casino.

Apesar de o valor inicialmente em causa ser de 247.500 €, estou disposta a negociar e, dependendo das condições apresentadas pelo casino, poderia considerar um acordo nos seguintes valores:

• 200.000 €

• 150.000 €

• 100.000 €

• 80.000 €

O meu objetivo neste momento não é prolongar o conflito, mas encontrar uma solução razoável e receber um valor que permita encerrar definitivamente a situação.

Peço ao Casino Guru que, se possível, tente apresentar esta disponibilidade ao casino e perceber qual seria a melhor proposta que estariam dispostos a fazer para resolver o caso rapidamente.

The screenshot you attached to your complaint is not sufficient for us to confirm that the win originated from your account or that the winnings were actually credited to your balance. There is no information in the screenshot that would directly link it to your personal casino account, so we cannot consider this single image sufficient evidence to ask the casino to pay out the winnings to you.

Please note that without a record of the win in your gaming history or other evidence, such as an email confirming a withdrawal request that you submitted before your account was closed, we are unable to assist you further.

If you have any additional evidence regarding the closure of your account or your communication with the casino's customer support concerning the winnings you are trying to withdraw, please forward it to me at [email protected].

Dear User2344,

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.