I entered the live casino in lightning roulette with my balance after making a couple of plays I decide to exit with a balance of 15.10 euros but they have not been returned to me what should I do? all this a little while ago on 10/01/2023 I also sent an email to assistance but nothing

sono entrato su casino live in lightning roulette con il mio saldo dopo aver fatto un paio di giocate decido di uscire con un saldo pari a 15.10 euro ma non mi sono stati restituiti cosa devo fare? tutto questo poco fa in data 10/01/2023 ho anche mandato una mail all'assistenza ma nulla

Dear filippoferrara1998,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. However, I want to inform you that we cannot make a case solely based on what you are describing. Could you please advise if you’ve contacted the game provider about the issue? Can you access your game log from the relevant time period?

If you have more information that would help our case, please forward it to me. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.

Best regards,

Tomas

yes, I contacted the eurobet customer service number and I was told that they would reappear shortly but still nothing, yes, I can access the gaming account if needed, I send the gaming account number

si ho contattato il numero del servizio clienti eurobet e mi è stato detto che a breve sarebbero ricomparsi ma ancora nulla ,si riesco ad accedere al conto gioco se serve mando il numero del conto di gioco

Dear filippoferrara1998,

Could you please forward relevant communication between you and the casino to [email protected]?

By 'game log' I am referring to a list of all the bets taking place that serves as a recording of your gaming activity. Can you access it, or request it from the casino? Are the bets made in the lightning roulette recorded there?

I'll look forward to your reply.

Dear filippoferrara1998,

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.