I played in the poker house in the Casanova slot and began to notice that regardless of whether I was winning or losing, it was still decreasing, I looked at the game’s logbook and indeed the machine automatically reduced my game balance all the time, I had no bonuses, I played on my own. I contacted the casino support team, they accepted my application and have been responding for more than a month that they are waiting for an answer from the game developers! The exact amount is difficult to say since I did not immediately notice it.

Играл в покердоме в слоте Казанова и стал замечать что независимо от того выигрываю или проигрываю все равно уменьшался ,я посмотрел журнал игры и действительно автомат мне все время уменьшал мой игровой баланс , никаких бонусов у меня не было , играл на свои . Я обратился в службу поддержки казино , они приняли мое заявление и уже более месяца отвечают что ждут ответа от разработчиков игры ! Точную сумму сложно сказать так как я это не сразу заметил . 

Dear Pmaxxxim,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We will contact the casino and ask for their explanation and assistance, but, before we do so, please could you confirm that you haven’t receive any response from the casino yet? Was there any development or update from the game provider? I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Bets regards,

Petronela 

Each time to my requests, they reply that they are waiting for a response from the developer, it lasts for about 1.5 months

Каждый раз на мои обращения , они отвечают что ждут ответ отразработчика это продолжается где то 1,5 месяца

Thank you very much Pmaxxxim for providing all the necessary information. I will transfer now your complaint to my colleague Juli 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.

Helo Pmaxxxim, 
Would you be so kind and send us a screenshot of your conversation or forward to us the email from Pokerdom Casino support, please? Is it possible for you to see your game history? Screenshot of it could be helpful. If you do not have this option, you can try to ask the Pokerdom Casino support to send it to you. 

Good afternoon !

Добрый день ! 

Hi Pmaxxxim, 
Thank you for providing us with the information we requested. We will now try to get in touch with the casino and find more information case. 

Hello! To find out what happened, I need to know your login on Pokerdom.

Dear Pmaxxxim, 
Please, could you answer and send us your login details on Pokerdom? 
Thank you very much in advance for your reply.
 

Hello! I submitted your request to our casino department. Today, during the day, an amount of compensation will be credited to your account. We apologize for such a long answer, however, it is not always possible to quickly contact the providers. Thank you for your understanding, enjoy the game!

Hi Pmaxxxim, 
Please, update us when funds are received.

Hello Pmaxxxim, 
Please, update us. Has your complaint been resolved? 

We got the evidence from the casino that an amount of compensation was credited to the player's account. Since the player does not answer, we believe the complaint has been successfully resolved and we will now close it as ‘resolved’ in our system.