The player from Mexico reported a sudden disappearance of his balance at Brazzino Casino, which dropped from $3,950 MXN to $2 MXN without any justifiable reason or unusual betting activity. He requested a detailed transaction and gaming history to address this technical error and demanded an immediate refund of his funds. Despite repeated efforts, the casino failed to provide the requested game logs or respond to the complaint. Consequently, the complaint was marked as unresolved due to the lack of cooperation from the casino. The player was advised to contact the local gaming authority for further assistance.
Brazino777 Casino MX - Player's balance has been confiscated.
Unresolved
Our verdict
No reaction
Black points: 173
Amount: Mex$3,950
Brazino777 Casino MX
Safety Index:HighCase summary
Discussion
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4 months ago
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4 months ago
Dear Ne120414ri, Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to attila.g@casino.guru? Have you stopped playing right after 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. Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Attila
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4 months ago
Translation
"Hello. Unfortunately, I don't have screenshots of my previous balance, as I never imagined something like this would happen. After my complaint, the casino filed a report, but they didn't even bother to notify me of the resolution. According to them, I placed bets of $250 MXN on the Christmas Carol Megaways slot, which is completely false."
I was playing another slot game, and when I switched to Christmas Carol Megaways, my balance suddenly dropped from $3,910 MXN to just $2 MXN. It's important to note that the day before, I won a prize of $12,500 MXN and successfully withdrew it. However, this irregularity occurred the following day after I made a new deposit of $4,700 MXN.
I requested a detailed gaming history with screenshots, as the platform doesn't provide this information in an easily accessible way to the user like other casinos. However, the support staff simply closed the chat and ended the conversation without providing me with the requested evidence.
Attached are screenshots of our last conversation. I request a review of this casino's security and practices, as it is unacceptable for the balance to disappear while playing and the response to simply claim bets the user did not make.
Automatic translation:
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4 months ago
Dear Ne120414ri,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Attila G.
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4 months ago
Hello Ne120414ri,
I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to provide further information and determine if there is anything I can do to assist you.
We would like to invite Brazino777 Casino MX to join the conversation.
Dear Brazino777 Casino MX,
We kindly request that you provide us with the complete game log of the player for an independent review. This is to confirm the assertion that the player may have placed 250 bets in a very short time frame, which allegedly led to the depletion of their balance. This is particularly important, as the player has stated that they did not engage in any significant bets or spins that could have resulted in the loss of their balance.
Please send the player's full game log to me at michal.k@casino.guru, along with any additional information or evidence related to this matter.
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4 months ago
Translation"Thank you so much, Michal. As I mentioned before, I always make sure to check my balance before placing my bets, and nothing like this has ever happened to me before. My balance simply disappeared when I switched games."
It's important to note that I won a jackpot and made several withdrawals the previous day; this leads me to suspect that the site is trying to arbitrarily recover what I legitimately won. If they insist that I placed $250 bets in less than three minutes, I demand that they show my detailed gaming history. Furthermore, they should enable this inquiry option for players, as it's very easy to make funds disappear and claim that the user placed large bets without providing any concrete evidence.
What happened is very serious and calls into question the security they so heavily promote. I registered on Brazino trusting their good reviews and the fact that it was a secure site, but my experience has been terrible. I've attached screenshots of my prize won the day before. I insist: it seems like a maneuver to stop my winning streak by unfairly taking my balance. 
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4 months ago
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.
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3 months ago
Translation"It is clear that the casino acted illegally, demonstrating its lack of honesty towards the players. I request that its security level be reviewed and its operating license significantly reduced. My intention is to prevent more of my fellow citizens from going through the same situation. Their behavior is unacceptable, and they act worse than criminals. I hope that the competent authorities will take action on this matter as soon as possible."
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3 months ago
Dear Ne120414ri,
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 their 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 de la Secretaría de Gobernación (SEGOB) (quejasydenunciasjys@segob.gob.mx) and submit a complaint to them. The Gaming Authority might have more options and tools to help players.
Please let me know if and how they responded at michal.k@casino.guru if you try this option.
I am sorry I could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
