Fundalor Casino MX - 플레이어의 계정이 설명 없이 폐쇄되었습니다.

Weeks ago, I received an email from them accusing me of bonus abuse. I responded by saying it was false and asked them to carefully check my history. They would find that I sometimes played without any bonuses and there were times I stopped playing for several weeks due to a lack of funds. I continued playing without opting for the offers they constantly send to my email, and played smaller amounts without bonuses since my gaming is purely recreational. Last week, I was awarded 50 free spins, and I had a pending withdrawal for the specified amount. Before all of this, I requested a change of account for deposits and withdrawals as my current bank is more convenient. After the free spins were credited, I logged out normally without using them and proceeded with other activities. A couple of hours later, I tried to log into my account and saw "ACCOUNT BLOCKED" with my pending withdrawal and the unused spins. It doesn't seem fair for them to keep my $400 deposit when I did not violate any rules. I sent two or three emails asking them to review my history to see that I sometimes play without bonuses and only use the bonuses that arrive in my email. Alternatively, they could at least return my deposit. I dislike casinos that get upset when someone wins a few bucks and then do whatever they want based on their own criteria. Thank you, Casino Guru.

Semanas atras recibi un correo por parte de ellos acusandome de abuso de bonos a lo cual yo les conteste que era falso que checaran bien mi historial y encontrarian que jugaba en ocasiones sin bono de por medio y a veces paraba de jugar por varias semanas debido a mi escasez de recursos, total que segui jugando intentando no tomar las ofertas que siempre me mandan a mi correo y jugando menores cantidades sin bono ya que mi juego es meramente recreativo, y la semana pasada me otorgaron 50 giros gratis y yo tenia un retiro pendiente por la cantidad mencionada, pero antes de todo esto solicite un cambio de cuenta para depositos y retiros ya que me es mas comodo el banco actual, despues de la acreditación de los giros gratis, cerre sesión normalmente sin jugarlos y me dispuse a realizar otras labores, un par de horas despues intento ingresar a mi cuenta y ya me aparece "CUENTA BLOQUEADA" con mi retiro pendiente y los giros sin jugar, no me parece justo que se queden con mi deposito de $400 si no incurri en alguna falta, les mande dos o tres correos pidiendoles revisar mi historial para que vieran que juego sin bonos en ocasiones y uso solo los bonos que llegan a mi correo. O en su defecto me regresen mi deposito al menos, no me gustan los casinos que se enojan porque les gana alguien unos cuantos pesos y a su criterio hacen lo que quieren. Gracias Casino Gurú.

Dear gordomorales,

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 please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to your casino account?
• Have you received any explanation from the casino regarding the blocked account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello Kristina, I only play slots and I have my favorite games that I normally play, I did the KYC verification immediately, I don't remember since when, 2 or 3 years ago, and I had never had this type of problem, my gaming routine has never changed since I joined the casino. Until about three or four weeks ago when they sent me the warning email, I answered them, and I continued playing without any problem with the same game pattern as always, sometimes with a bonus, sometimes without a bonus, whatever my pocket allows me, and without warning they blocked me, they also did not answer my emails. Thank you, I just want to get my deposit back and goodbye Fundalor.

Hola Kristina, juego solo tragamonedas y tengo mis juegos favoritos en los que normalmente juego, la verificación KYC la realice de inmediato no recuerdo desde cuándo hace 2 o 3 años y jamás había tenido este tipo de problemas mi rutina de juego nunca a cambiado desde que me uni al casino. Hasta hace unas tres o cuatro semanas que me enviaron el correo de advertencia les contesté, y seguí jugando sin problema con el mismo patrón de juego de siempre a veces con bono a veces sin bono, lo que mi bolsillo me permite, y sin previo aviso me bloquearon tampoco respondieron mis correos. Gracias, solo quiero recuperar mi depósito y adiós Fundalor.

Thank you very much for your reply, gordomorales. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Good morning Kristina, I have already forwarded the necessary and only emails that were sent to me and I responded promptly.

Buen día Kristina, ya le reenvie los correos necesarios y unicos que me enviaron y respondi con prontitud.

Thank you very much, gordomorales, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you gordomorales for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Fundalor Casino MX for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

They are not going to respond, because they do not have the arguments. I don't care if they keep my money anymore, now I understand why they have so few active Mexican players. There are many other honest casinos to choose from, not rats like Fundalor.mx. I appreciate your attention and support Casino Guru Team. And fellow players, be careful with this casino.

No van a responder, porque no tienen los argumentos, que se queden con mi dinero ya no me importa, ahora entiendo el porque tienen tan pocos jugadores Mexicanos activos. Hay muchos otros casinos honestos de donde escoger, no ratas como Fundalor.mx. Agradezco su atención y apoyo Casino Guru Team. Y compañeros jugadores tengan cuidado con este casino.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Dirección General de Juegos y Sorteos Mexico (https://eur05.safelinks.protection.outlook.com/GetUrlReputation) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter Cole