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Yesterday at 19.34 I entered the crazy time room as I usually do a difficult game always without a paused connection but I still play my bets are very low type 0.50brl maximum 2.50brl happened that I went to fax my bet and suddenly 2 bets of 500brl and 1 of 125brl and 2 of 0.50brl I tried to undo it but the command didn't work and I ran out of my money was a robbery. I tried to contact the game's help chat but I couldn't because they only help in English what I understood was for contacting allslots to get help in portuguese means that players do not have any kind of assistance even with an anomalous bet because my game statement shows the absurdity committed. I contacted allslots the only thing they asked for send an email to support support this wue never solves anything and they said I have to wait for a reply in 72 hours another absurd.If we make a deposit for example and it takes time to enter them in 2 minutes s solve the problem i feel injured because such bets would never have done and i didn’t just make my money back because it was taken in bad faith.Please help me

Ontem as 19.34 entrei na sala do crazy time como faco habitualmente um jogo dificil sempre sem ligacao pausado mas jogo mesmo assim minhas apostas sao muito baixa tipo 0.50brl no maximo 2.50brl aconteceu que fui faxer a minha aposta e derepente apateceu 2 apostas de 500brl e 1 de 125brl e 2 de 0.50brl tentei anular mas o comando nao funcionou e fiquei sem o meu dinheiro foi um assalto viu.tentei contato como chat de ajuda do jogo mas nao consegui pois eles so dao ajuda em ingles o que eu entendi era pra entrar em contato com o allslots pra obter uma ajuda em portugues quer dizer que jogadores nao tem nenhum tipo de assistencia mesmo mediante a uma aposta anomala pois o meu extrato de jogo evidencia o absurdo cometido.entrei em contato com allslots a unica coisa que pediram pra mandar um email pra o suporte suporte esse wue nunca resolve nada e disseram que tenho que esperar uma resposta em 72 horas outro absurdo.Se agente faz um deposito por exemplo e demora ora entrar eles em 2 minutos resolvem o problema me sinto lesada pois apostas dessas nunca teria feito e nao fiz so queto meu dinheiro devolta pois foi levado na ma fe.Por favor me ajudem

Dear Simone,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots videos, or your game history along with any relevant communication to petronela.k@casino.guru and advise if this were an isolated case or it has happened in the past?

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

Dear Simone,

Thank you very much for forwarding the relevant communication. Could you please forward your game history from 4th of December 2020 (22,30 – 22,35)? Are those bets of the amount of 1,125 R$ visible in your history?

Thank you very much, Simone, for providing all the necessary information via email. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Simone.

I checked all the files you sent us, but truly I don't think that we will be able to help you in this case.

Based on the casino statement, there was a disconnection. Before that, maybe you hit the max bet button or bet more than you wanted. It does not look like somebody else did this. The problem is that the game round wasn't manipulated anyhow and you had a fair chance to win.

For you or us, it is impossible to prove that something was wrong. In case of winning, you would not contact the casino that you didn't want to do this action, I guess, and that's the problem. I can recommend you to contact the regulator, and in case the website has technical problems (which may also be caused by your internet connection, in such case we recommend you: do not play and wait.)

Simone, please submit your complaint here: https://www.mga.org.mt/support/online-gaming-support/

Simone, could you please confirm that you submitted the complaint to the regulator?

We are closing the complaint as "unresolved". We hope Simone submitted the complaint to the regulator.

The casino or Simone can contact us anytime regarding this case with an official answer from the regulator, and we will close the complaint accordingly.