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Hello on 5/29/2021 / I won a prize of 40,000 pesos, the amistrador told me that in 72 business hours I will pay it. I arrive that day and he tells me that the person who had to support the prize cannot find it. He proposes a payment plan of 5000 pesos every 2 days that I do not comply with that deal to date, they only gave me 12000 in 3 times. I proposed that he spend some money on me every day, he told me that if you see Nor does he comply with that deal and on top of that, for him to pay me every time that he wants, I have to be calling support

Hola el día 29/5/2021/ gane un premio de 40000 pesos el amistrador me dijo q en 72hs hábiles me lo iva a pagar.llego ese día y me dice q la persona q tenia q respaldar el premio.no lo puede encontrar. El me propone un plan de pago 5000 pesos cada 2 días q no cumpleo ese trato al día de la fecha solo me dieron 12000 en 3 veces.yo le propuse q me pase algo de plata todo los días el me dijo q si a la ves tampoco cumple con ese trato y encima para q me pague cada ves q el quiere tengo q estar llamando a soporte

Dear Hugo,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

Did you receive any explanation why your winnings have been split into installments? Which payment method you have opted for? Have you accumulated your winnings with or without an active bonus?

Could you please forward any relevant communication between you and the casino? My email address is petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Additional comments from the player:

"Hello, because of the casino manager, he says that he has no money, I will not stay another one that they pay me in drops, but even so and everything they are not fulfilling what was promised."

"Hello, I would like to know if they told you when they are going to pay me the rest of my money. Thank you"

"Hello I want to collect all the money together that I need because they are not complying with the deal."

Additional comments from the player:

"Hola por el amistrador de casino dice q no tiene plata no me quedo otra q me paguen de a a cuentas gotas.pero así y todo no están cumpliendo con lo prometido."

"Hola quisiera saber si le dijieron cuando me van a pagar el resto de mi plata.gracias"

"Hola quiero cobrar toda la plata junta q me falta porque no están cumpliendo con el trato."

Thank you very much, Hugo, for your reply. Could you please advise if you have received any payments already?

Dear Hugo,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.