Fundalor Casino MX - Ο παίκτης αναφέρει καθυστερημένα κέρδη και τεχνικά ζητήματα.

Hello. Something strange is happening at this casino. I've been playing the crazy time or mega wheel game several times and I've seen strange things, for example it crashes and out of nowhere the video image starts to look pixelated, and as if they didn't let you see what result is falling, out of nowhere it appears in a result that has nothing to do with it, and I have the video captures. On top of that, the other day, or to be more precise, last week I wrote to them because I entered like $7,000 throughout the week and I didn't win a single peso, literally, not a single one. That was in the slots, and then I asked them why that was happening, I'm supposed to be a VIP according to them or at least that's what they told me in an email I received like 3 weeks ago. Among the features they described in their email was that in the activity they have called "cashback" that is awarded every Monday, an activity that is indicated as a promotional legend when entering the application, is that on Monday they return 5% of all losses, if you did not win anything, to which they explained to me a long time ago that it is by determining the weekly losses, and in the email where they explained to me that I was already VIP, they indicated to me that instead of receiving 5% cashback, I would be receiving 7% cashback, and they told me that through the application chat. So I sent them an email telling them that I didn't know the reason why I wasn't getting anything that week, but I told them that I at least expected that the cashback would fairly reflect 7% of my losses that week, to which they responded very rudely that no, I was not selected for cashback that week, because my earnings only appeared to be 400 (or something like that) and that I had to have deposited at least 2500 (approximately, I don't remember what the amount they told me was, but I have the screenshots that I will share with you in a moment). And they told me that I didn't have to be rude to any of the employees, to which I accept that they are right, that was my mistake and I accept it, I was a little upset, because it seemed absurd to me that they wouldn't let me win anything that week, then they told me that if I continued they would ban me and delete my account, and in the end I did get cash back but it was only 68 pesos, it made me very angry, other weeks I had received up to 200. Cashback for having deposited much lower amounts, in some cases it didn't even reach 1000 pesos per week, and in those cases I received 40 or 50 pesos, to which if I do the math they are not even amounts consistent with what they say they return to you. So well, now I no longer win anything on slots where I used to win many times, and to top it off the live games like crazy time and the mega wheel have strange behavior when I'm betting. And the good thing is that I have the evidence of everything I'm saying here.

Hola. Algo extraño pasa en éste casino. Van varias veces que estoy en el juego de crazy time o el de mega wheel y he visto cosas extrañas, por ejemplo se traba y de la nada empieza a verse la imagen del vídeo como pixelada, y como si no dejaran que se vea bien que resultado está cayendo, de la nada aparece en un resultado que nada tiene que ver, y tengo las capturas de vídeo. Encima también el otro día, o para ser más precisa, la semana pasada les escribí porque ingrese como $7,000 a lo largo de la semana y no me lleve ni un sólo peso, literal, ni uno solo. Eso fue en las tragamonedas, y entonces les pregunté porqué estaba pasando eso, se supone que yo según ellos soy VIP o al menos eso me dijeron en un correo que recibí hace como 3 semanas. Entre las características que describían en su correo estaba la de que en la actividad que tienen llamada "cashback" que se otorga todos los lunes, actividad wue indica como leyenda promocional al ingresar a la aplicación, es que el día lunes ellos regresan un 5% de todas las pérdidas, si no ganaste nada, a lo cual hace tiempo me explicaron que es determinando las pérdidas semanales, y en el correo donde me explicaron que yo ya era VIP me indicaron que en lugar de recibir el 5% de cashback, iba a estar recibiendo el 7% de cashback,y eso es me lo dijeron atraves del chat de la aplicación. Entonces yo les envié un correo diciéndoles que desconocía la razón de porque no me estaba llevando nada esa semana, pero les indiqué que al menos esperaba que en el cashback se viera reflejado de manera justa el 7% de mis pérdidas de esa semana, a lo cuál me respondieron de manera muy grosera que no, que yo no estaba seleccionada para el cashback esa semana, que porque mis ingresos sólo aparecían de 400 (o algo asi) y que yo tenía que haber depositado al menos 2500 (aproximadamente,no recuerdo cual era la cantidad que me indicaron, pero tengo las capturas que voy a compartir en un momento con ustedes). Y me dijeron que yo no tenía porque ser grosera con nadie de los empleados, a lo cual acepto que tienen razón, ese fue mi error y lo acepto, yo estaba algo molesta, porque me pareció absurdo que no me dejaran ganar nada esa semana, entonces me dijeron que si seguía me iban a bannear y eliminar mi cuenta, y al final si me tocó cash back pero sólo fueron 68 pesos, me dió mucho coraje, otras semanas había recibido hasta 200 de. Cashback por haber ingresado cantidades muchísimo más bajas, en algunos casos no llegaba ni a los 1000 pesos por semana, y en esos casos recibía de 40 o 50 pesos, a lo cual si hago cuentas ni siquiera son cantidades coherentes a lo que dicen que según te regresan. Entonces bueno, ahora ya no gano nada en tragamonedas en las que antes llegué a ganar muchísimas veces, y para colmo los juegos en vivo como crazy time y la mega wheel tienen conductas extrañas cuando estoy apostando. Y lo bueno es que tengo la evidencia de todo lo que estoy diciendo aquí .

Dear rinkgloj,

Thank you very much for submitting your complaint.

I’m sorry to hear about your experience with the casino, from the technical issues in live games to concerns about your cashback eligibility. I understand how frustrating this must be, and I appreciate you taking the time to explain everything in detail. I’d like to ask a few more questions to clarify the situation so we can look into it properly.

First, regarding the technical issues you encountered while playing Crazy Time and Mega Wheel, video lag, pixelation, and sudden changes in results can sometimes be caused by an unstable internet connection.

• Have you noticed similar problems on other live casino games, or is it just with these specific games?
• Also, did you try switching networks or testing your internet speed at the time?

Regarding your losses, I’d like to clarify how casino payouts work. Slots operate based on RTP (Return to Player), which means that over a long period, the game is designed to return a certain percentage of wagers back to players, but this does not guarantee wins in short-term sessions. Even with a high RTP, there can be unlucky streaks where a player doesn't win at all. However, if you feel there was something irregular with how the games played out, we’d be happy to take a deeper look.

As for the cashback issue, could you provide us with the following details?

• Your deposit and withdrawal history for the past few weeks (screenshots would be very helpful). My email address is petronela.k@casino.guru.
• Your bonus history.

The more information we have, the better we can assess whether the cashback was calculated correctly. If something seems off, we’ll do our best to push for a fair resolution.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Hello, I will attach the information you are asking me for.

Hola, si adjuntare la información que me piden

Hi rinkgloj,

Thank you for your response. It seems like we still haven't received the additional information that I requested earlier. Could you please try sending over the screenshots of your deposit and withdrawal history, as well as your bonus history, to petronela.k@casino.guru? These will help us investigate your complaint more thoroughly.

Once we receive those details, we'll move forward with looking into the issues you've raised, particularly the cashback discrepancies and technical problems you've encountered.

Thank you.

Hello, I already sent you the information you asked for.

Hola, ya les envié los datos que me pide

Dear rinkgloj,

Thank you for your response. I appreciate your cooperation in providing the requested information.

In order to further investigate the RTP and assess whether any irregularities occurred, I would kindly ask you to forward your game history as well. This is essential for us to verify any possible discrepancies with the games you played, especially regarding the results you experienced.

Regarding the freezing of live games, I understand how frustrating that can be. However, it’s quite difficult for us to investigate issues like freezing or technical glitches after the fact, as they are typically caused by factors outside the casino's control (such as internet speed or device performance). My advice would be to stop playing immediately whenever such issues arise and report them to the casino’s support team right away. This way, they can investigate and potentially rectify the situation in real time.

Once we have all the necessary details, we’ll do our best to address the issues and push for a fair resolution.

Thank you once again for your patience and cooperation.

Dear rinkgloj,

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.