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Hello, I hope you will review my case. Thank you in advance.

While playing Blackjack free bet with a 35 euro bet, I split two aces and without even seeing the timer, I got kicked out and the page reloaded by itself. As a result, I lost 35 euros and a potentially great hand. To me, this seems all orchestrated. I always have WiFi and 5G active and they never crash. It's ironic that this happens when I make the highest bet I've ever placed and have a winning chance. It's strange because it reloaded the page automatically.

I contacted support, but they didn't even write to the department because they didn't know what to say. Am I wrong? Did I just have bad luck and you’re blaming me? It doesn't seem right to me. Thank you for your time.

Salve, spero esaminiate il mio caso, grazie in anticipo.

Blackjack free bet con puntata di 35 euro e due assi divisi e senza neanche vedere il timer mi butta fuori e ricarica la pagina da solo, perdendo così 35 euro e una possibile ottima mano.. assurdo per me è tutto architettato.. ho wifi e 5g attivo sempre non crasha mai e non l'ha mai fatto, guarda caso quando faccio la puntata più alta che abbia mai fatto e ho delle possibilità di vincita mi crasha.è strano perchè mi ha ricaricato la pagina in automatico..

Ho contattato l'assistenza ma per questo non scrive nemmeno al dipartimento perchè non sà cosa dirgli...sbaglio io?! Ho avuto sfiga e mi devi attaccare?? NON mi sembra giusto..grazie del vostro tempo.

Dear brianbiserni01,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you experienced while playing Blackjack.

To better understand your situation and assist you effectively, could you please provide more details on the following points:

• Can you confirm the exact date and time when the issue occurred?
• Were there any error messages displayed on your screen when the page reloaded by itself?
• Have you experienced similar issues with the casino's platform before, or was this the first time?
• Could you provide any screenshots or evidence of your bet and the page reloading, if available?
• When you contacted support, did they provide any reference number or case ID for your inquiry?

Additionally, if you have any relevant communication with the casino, please forward it to petronela.k@casino.guru.

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

This is the email I sent to the email. Hi, I'll show you the plays with time and date, it's never happened to me even though I recently started playing again; there were no errors with codes, the page just automatically reloaded.

I'm also attaching another file with another problem that happened a few moments later... the second file concerns the last bet made (€10 played, 0 won) while the bet relating to the problem already shown is the one with €35 played and 0 won.

I didn't get any codes from support for the complaint; they said there was nothing to say to the specialized department in short..

In the 2nd problem (with 2nd row demonstration) with a 10 euro bet, the cards shown in the dealer were not those visible on the screen (as you can see); I went out to start a clip while the dealer stalled but once he came back he told me that I didn't have enough balance to enter (to play the hand already placed) and I lost those too....

Thank you

Update, they looked into my case and it's my problem.. 🙁

Questa è la mail che ho inviato alla email. Salve, le faccio vedere le giocata con ora e data, non mi è mai successo anche se ho ripreso a giocare da poco; non ci sono stati errori con codici solo ricaricato in automatico la pagina.

le allego anche un altro file con un altro problema successo pochi istanti dopo..il secondo file riguarda l'ultima giocata fatta (10€ giocati 0 vinti) mentre la giocata riguardante il problema già mostrato è quella da 35 euro giocati e 0 vinti.

Non ho avuto codici dall'assistenza per il reclamo; hanno detto che non c'era niente da dire al dipartimento specializzato in breve..

Nel 2°problema (con dimostrazione 2°file) con giocata da 10euro le carte mostrate nel banco non erano quelle visibili nello schermo (come potrete vedere); sono uscito per iniziare una clip mentre il dealer temporeggiava ma una volta rientrato mi diceva che non avevo abbastanza saldo per entrare (per giocare la mano già piazzata) e ho perso anche quelli....

Grazie

Aggiornamento, hanno esaminato il mio caso ed è un problema mio.. 🙁

Hi brianbiserni01,

• Could you please request and forward your game history where the bet details are visible?

Thank you.

Hi brianbiserni01,

I’m very sorry, but the forwarded screenshots of the disputed bet are too blurred for analysis. Could you please try to forward them in a better resolution to petronela.k@casino.guru?

Thank you.

They sent them to me like this.. in fact I can't even see anything..😤 (on purpose I think..)

Me li hanno inviati così..infatti nemmeno io posso vedere qualcosa..😤 (fatto apposta credo..)

Player's additional comments:

Hi, I'll show you the plays with time and date, it's never happened to me even though I recently started playing again; there were no errors with codes, the page just automatically reloaded.

I'm also attaching another file with another problem that happened a few moments later... the second file concerns the last bet made (€10 played, 0 won) while the bet relating to the problem already shown is the one with €35 played and 0 won.

I didn't get any codes from support for the complaint; they said there was nothing to say to the specialized department in short..

In the 2nd problem (with 2nd row demonstration) with a 10 euro bet, the cards shown in the dealer were not those visible on the screen (as you can see); I went out to start a clip while the dealer was stalling but once he came back he told me that I didn't have enough balance to enter (to play the hand already placed) and I lost those too....

A thousand thanks

Player's additional comments:

Salve, le faccio vedere le giocata con ora e data, non mi è mai successo anche se ho ripreso a giocare da poco; non ci sono stati errori con codici solo ricaricato in automatico la pagina.

 le allego anche un altro file con un altro problema successo pochi istanti dopo..il secondo file riguarda l'ultima giocata fatta (10€ giocati 0 vinti) mentre la giocata riguardante il problema già mostrato è quella da 35 euro giocati e 0 vinti. 

Non ho avuto codici dall'assistenza per il reclamo; hanno detto che non c'era niente da dire al dipartimento specializzato in breve..

Nel 2°problema (con dimostrazione 2°file) con giocata da 10euro le carte mostrate nel banco non erano quelle visibili nello schermo (come potrete vedere); sono uscito per iniziare una clip mentre il dealer temporeggiava ma una volta rientrato mi diceva che non avevo abbastanza saldo per entrare (per giocare la mano già piazzata) e ho perso anche quelli....

Grazie mille 

Hi brianbiserni01,

• Let's revisit the blackjack bet. Can you confirm whether the bet of €35 is visible in your game history as lost, or was the money returned to you?
• Could you please provide the exact date and time of the incident?

Thank you.

Thank you very much, brianbiserni01, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you!!😄

Grazie!!😄

Hello brianbiserni01,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

Thank you for contacting us.

I'm sorry to hear of the issues you have been experiencing with this. Unfortunately, due to GDPR and other information handling constraints relevant to your complaint, I am unable to look into this for you here.

I kindly ask that you email support-it@leovegas.com detailing the above and putting: FAO Complaints Team as the subject line - We will then personally ensure that this is investigated further for you.

Thank you and have a great day!

Hello brianbiserni01, 

Could you please confirm whether you have contacted casino support as instructed?

Dear brianbiserni01,

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.

If you give it... 4 years for 35 euros I won't answer no!

Se dai.. 4 anni per 35 euro non rispondo no!.

I'm sorry, but I'm unclear about your response. Did you contact support or not?

Not again, I've done it 5 times. What else should I ask or tell him?

Non di nuovo, l'avrò fatto 5 volte. Cosa devo chiedere o dirgli ancora?

Could you please send the screenshots with dates when you have sent these messages as the casino representative instructed you? Please put them into this complaint so the casino representative could see them. Thanks.

Dear brianbiserni01,

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.