Novibet Casino MX - 플레이어의 상금이 사라졌습니다.

I was playing and won a big prize. I even recorded my win, but then I was sent back to the casino lobby, and the money didn't show up in my account.

estaba jugando y gane un premio grande hasta grabé como gane y me regreso al lobby del casino y no me aparecía el dinero en mi cuenta

Dear Supraaaa,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. The games in the casino are programmed to continue even when the connection between the server of the game provider and you are disconnected. If such an event happens, you can see a different result on your screen than on the casino server. If two different results exist, the correct one is the one on the casino server.

Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that you only experienced this once with one specific bet? 
• Is this bet and its result recorded in your game history?

Thank you very much in advance for your reply.

Best regards,

Kristina

I never disconnected at any time. I have a video where I had won the 30,000. I just went out to the lobby and they disappeared.

No me desconecte en ningún momento tengo vídeo donde tenía los 30000 ganados solo salí al lobby y desaparecieron

There is the video where I did not disconnect from the network and the money won just did not appear

ahí está el vídeo donde no me desconecte de la red y solo no apareció el dinero ganado

Thank you for your reply, Supraaaa. Please note that you may not see any error messages while playing, yet an underlying issue might still exist. Could you please get back to my first message and provide the required information?

It doesn't appear in my betting history, just like the deposit I claimed from them last time didn't appear.

No me aparece en el historial de apuestas al igual que no me aparecía el depósito que les reclamé la ves pasada

But if what happens is that they don't want to validate that prize, I have the videos and screenshots to send to Profeco.

Pero si lo que pasa es que no me quieren hacer válido ese premio tengo los vídeos y capturas para pasarnos a la Profeco

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.

I already sent it to the email, I hope we reach an agreement

ya lo envíe al correo espero lleguemos a un acuerdo

Supraaaa, I reviewed all the information you provided. I apologize, but if the win wasn't recorded in your game history, there is not much we could do. However, you can always contact the game provider or the licensing authority as they have more advanced tools and options to help players in similar situations.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.