Good afternoon,

I have a complaint regarding poor service and deceit towards the users of this platform. I received an email notifying me that I had won a lottery, but when I checked my bonuses, there was nothing. I made the necessary complaint and received another email informing me of their mistake, stating that it was no longer available. As a user, I feel they are toying with people's hopes. I'll attempt to take legal action against them because they are providing false advertising.

Buenas tardes,

tengo una queja por mal servicio y enga?o para los usuarios de esta plataforma, resulta que me llega un correo donde gano lotería y voy a mirar mis bonos y no tengo nada, hago el reclamo pertinente y nuevamente me envían un correo donde me dicen que se habían equivocado y que no estaba disponible, como usuario siento que juegan que las ilusiones de las personas e intentaré demandar esta información porque entregan publicidad enga?osa.

Dear jhonatan890311,

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. Could you kindly confirm whether you took part in any promotional offers or competitions that could qualify you for a lottery win? Have you been actively playing in this casino lately?

It's crucial to grasp that merely receiving a promotional email does not automatically entitle you to any winnings unless you participated in a relevant competition or can provide supporting evidence to substantiate your claim. While I acknowledge that it's far from ideal to receive an unexpected email about a win, unfortunately, there is limited recourse available to compel the casino to honor an abstract win.

Thank you in advance for your reply and understanding.

Best regards,

Petronela 

Dear jhonatan890311,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.