National Casino - 再修正によりプレイヤーの資金が差し引かれました。

A few days ago, the casino performed a re-correction on my account, deducting around 85000 CLP. When I noticed this, I made a consultation, and the support team told me that due to technical problems with the game provider, they performed the aforementioned action. This struck me as odd since I played various games from different providers (not just one) during that day. Personally, I believe that the casino is fraudulent as it's very difficult to gain profits and when a profit is made that isn't of a very high value, like in this case, these issues occur. I've contacted the team several times and they've always responded with the same excuse of technical problems with the game provider. I won't be playing at this casino anymore and I hope that other players, seeing my complaint, will exercise caution when playing at this casino.

Hace unos días el casino realizó una recorrección del dinero de mi cuenta, eliminando de esta alrededor de 85000 CLP, al percartarme de esta situación hice la consulta respectiva, y el equipo de soporte me indicó que por problemas técnicos del proveedor del juego realizaron lo anterior. Me parece muy extraño ya que durante un día jugué distintos juegos de varios proveedores (no sólo 1). Personalmente creo que el casino es fraudulento ya que es muy complicado obtener ganancias y al obtener una ganancia que no es de muy alto valor, como en este caso, ocurren estos problemas. Me comuniqué varias veces con el equipo y siempre me contestaron con la misma excusa de problemas técnicos con el proveedor del juego. No jugaré más en este casino y espero que otros jugadores al ver mi queja tengan precaución al jugar en este casino.

Hello fakosanastasios2,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history in Excel format to nikolas.b@casino.guru? Please advise the exact time of the incident.

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Dear alonsofrancisco,

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.

Dear: Last week I sent information to your email, the casino responded to me several times that there was a technical problem with the games and that is why they took away the winnings I obtained. In the end I gave up on the casino's technical support and will no longer use the platform. Greetings

Estimado: Envié la semana pasada información a su correo, desde el casino me contestaron varias veces que hubo un problema técnico con los juegos y por eso me quitaron las ganancias obtenidas. Al final desistí con el soporte técnico del casino y no utilizaré más la plataforma,. Saludos

Dear alonsofrancisco,

Can you please advise which game did you play? Is it possible to forward the betting history from the date of the issue?

Dear alonsofrancisco,

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.

Dear: I have forwarded the email.

Regarding the games, shipping list

Cleopatra Gems - Mascot

Bingo Soccer - Belatra

Gatesd of Olympus 1000 - Pragmatic Play

Bonus Deuces Wild - Platipus

88 Bingo 88 - Belatra

Just a Bingo - Belatra

Kind regards

Estimado: He reenviado el correo.

Respecto a los juegos, envío listado

Cleopatra Gems - Mascot

Bingo Soccer - Belatra

Gatesd of Olympus 1000 - Pragmatic Play

Bonus Deuces Wild - Platipus

88 Bingo 88 - Belatra

Just a Bingo - Belatra

Saludos Cordiales

Hello alonsofrancisco,

Did the casino specify which exact provider had this issue? Was it only on 20.5. that the issue occurred?

The casino did not specify the exact provider.

Greetings

El casino no especificó el proveedor exacto.

Saludos

Yes, it was only the 20.5 that was the problem, I had no problems before.

Sí, fue sólo el 20.5 el problema, no había tenido problemas anteriormente.

Hello alonsofrancisco,

As it would be great to see an official statement from the game provider to verify the casino's claim as it was really a provider issue, the casino is not responsible for the balance correction. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello alonsofrancisco,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite National Casino to join the conversation.

Dear National Casino,

Could you please furnish us with more information regarding the technical problems with the game provider, as well as the reason behind the confiscation of the player's winnings?

If the information can't be shared publicly, please forward it to me including supporting evidence at michal.k@casino.guru

Hello, we apologize for the inconvenience caused. The provider reported technical problems with their system, which caused some users to be credited with incorrect winnings, including this case. These situations were not related to fraud but were caused by problems with the provider's system. We promptly corrected the accrual errors and recognized them as technical defects. Please contact our support team for further information or assistance. Thank you for your understanding and patience.

Dear alonsofrancisco,

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.

Dear: You can close the complaint, I am not interested in continuing to dwell on this matter. Greetings

Estimados: Pueden cerrar la queja, no me interesa seguir dándole vueltas a este asunto. Saludos

Dear alonsofrancisco,

I understand your lack of interest in spending any of your time and energy on this complaint.

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.