The player from Mexico reported that an agent had closed his live chat session and blocked his access after he requested to speak with a supervisor. He had video evidence of the conversation and demanded an audit of his account's server logs, along with further action against the agent for negligence. We reviewed all evidence and correspondence provided by the player and the casino but found insufficient objective proof that the player had achieved winnings or held a balance higher than reported by the casino. Due to the lack of verifiable evidence contradicting the casino's records, the complaint was rejected. The player was informed that the case could not be pursued further based on the information available.
Fundalor Casino MX - Player's account access has been blocked.
Closed
Our verdict
Insufficient evidence from player
Amount: Mex$59,000
Fundalor Casino MX
Safety Index 6.8 Above averageCase summary
Discussion
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1 month ago
Translation
"Taking notes as if I were an auditor." When I legitimately requested to be transferred to a supervisor, the agent acted arrogantly, hiding behind the phrase "with that behavior, I won't be able to follow up with you," even though my communication was strictly written. The agent then closed the session on their own initiative and blocked my access to the live chat, cutting off my communication channels. LEGAL NOTICE: The agent completely ignored the fact that the entire conversation, their refusal to transfer me to a supervisor, and the exact moment they kicked me out of the chat were fully RECORDED ON VIDEO by me. I have digital evidence of their negligence. IMMEDIATE DEMANDS: That the Information Technology (IT) department conduct a thorough audit of the server logs and databases for my account between 3:00 AM and 6:00 AM today. That these logs be compared with the records of the provider Pragmatic Play to reconstruct the exact balance before the system crash. I am freezing the chat recordings of this agent for the application of the corresponding sanctions. If I do not receive a formal response with a tracking ticket number and the start of the audit within 48 hours, I will file the corresponding complaints with the General Directorate of Games and Lotteries of the Ministry of the Interior (SEGOB) for fraud in lottery systems, and with PROFECO (Concilianet) for illegal withholding of funds and misleading advertising regarding their withdrawal policies. I will also make the chat recording public on social media and gaming communities to expose their practices. This all happened in the early hours of this morning; I have numerous screenshots and videos of my screen.
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1 month ago
Important notice:
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If anything seems suspicious, contact us directly.
Stay safe.
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1 month ago
Dear Mariokay,
Thank you very much for submitting your complaint. I am sorry to hear about your negative experience at Fundalor Casino. Unfortunately, we are unable to reach out to the casino simply based on your dissatisfaction with the customer support. While we recognize that timely support is important to your experience, these matters fall outside the scope of complaints we can mediate.
To proceed further, 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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1 month ago
TranslationDear Attila:
I hope you are well and having a great day. I have a second response from Fundalor, in which they consider my claim closed after a thorough investigation. I would like to send it to you so you can see the following observations:
Attachments that I can't open; the link is internal to the casino.
It's the same information, but now supposedly from the providers, I can only open 2 screenshots.
There is no evidence of game history in the slightly more than two hours between maintenance windows, which is where I become a winner.
In the game that won the jackpot in its first evidence marks 84 records, they only send a little over 30, but after the second "maintenance window" and on this occasion they do the same.
They are giving me information that is intended to confuse me, such as the supplier's time zone, intimidating corporate language, by putting an adjective on every action of theirs.
And other points I'd like you to know. Should I send them to you by email?
It was left pending.
Thank you.
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1 month ago
Dear Mariokay, thank you for your response.
In order for me to properly asses the issue, could you please share your game history in a format other than forwarded screenshots? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period.
Thank you in advance for your reply.
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1 month ago
TranslationIrrefutable Evidence of Interface Manipulation (Case ID: Mario Castillo Rojas - ID: 543872):
Dear Attila,
Attached is the conclusive proof demonstrating how the operator Fundalor manipulates and blocks user-facing information in its local database [INDEX]. As can be clearly seen in the screenshot of my account:
I have configured the official search filters by selecting the date of the incident: May 26, 2026 (26/05/2026) and I have executed the action on the SEARCH button.
The casino system, in a completely anomalous and corrupt manner, ignores the filter and injects records corresponding to May 22, 2026 (22/5/2026) into the Thunder Coins XXL game.
This confirms 100% what I've been reporting: the casino has completely manipulated my profile and indexed it to outdated dates to prevent me from downloading the Excel file from the 26th [INDEX]. While they send you supposedly "clean" reports from their Zendesk, they block me from seeing the actual data from the early morning of my winning streak [INDEX].
I firmly maintain my position:
I demand an audit of the running accounting log (Server Logs) of the entire block of all games from 03:30 AM to 05:40 AM on May 26, directly from the central servers of the providers, since the Fundalor interface has been completely altered.
They know very well that providers like Playson, another one I played with, don't have the game history in the game settings like Pragmatic does. Any evidence they send is already of dubious veracity. In the email I sent to your private message, you'll see their final response. I'm not going to give up what I won, especially now that it's accompanied by a mockery of me and a lack of respect for my integrity. They contradict me without any basis, and their denials are the typical behavior of someone who isn't innocent.
I appreciate the help provided and hope we can finish this in the best way for everyone.
Sincerely, Mariokay (ID: 543872)
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3 weeks ago
Dear Mariokay,
Thank you for your detailed responses and for sharing the additional information.
I understand your concerns regarding the records provided by the casino. However, in order for us to continue investigating the case, I need to better understand the basis of your claim.
Could you please explain how you arrived at the disputed amount and provide any evidence showing that there was gameplay activity or a balance that is missing from the records supplied by the casino?
At this stage, we have not seen evidence demonstrating that you are entitled to a higher balance than the one reported by the casino. Without such evidence, we will unfortunately be unable to proceed with the complaint, as we need objective grounds to challenge the casino's findings.
Thank you in advance for your cooperation. I look forward to your reply.
Best regards,
Attila
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3 weeks ago
TranslationDear Attila
Attached is the continuation of the internal history of the gnome game (Lucky's Wild Pub 2). This software evidence conclusively demonstrates how the records have been altered.
The blackout jump: Observe the top rows. The system records continuously until 5:50:18 AM (with a balance of $97.83). The next row jumps anomalously to 6:53:03 AM, after the maintenance. The streak disappears: The casino froze the visual balance at $96.83 upon restarting the system, omitting the critical 3 minutes prior to the 5:53 AM blackout when the Grand Jackpot's 120x, 125x, and 150x multipliers ran on the server.
Specific request for mediation:
Because the platform lacks a transparent "Account Statement" or historical global balance tool, as well as my user's own gaming history, as I have shown in the previous message with the screenshot and in the emails, any date gives me information from May 22nd, since providers like Playson do not allow the user access to the gaming history, I formally dispute these truncated tables and the information they have sent is directly from the casino and not from the providers I initially requested.
We cannot base our investigation on screenshots edited from the Fundalor administration panel. The information I shared with you via email came directly from them, and I have provided clear evidence of this over the past month.
The blackout disguised as a maintenance window, the contradictions in the information and screenshots sent by the casino, and the outright refusal to provide the information I requested regarding the two maintenance windows—I emphasize that the first was announced hours in advance, while the second appeared out of nowhere just as I was winning—I have also sent a screenshot of the second maintenance window. I demand that the casino provide the global transaction log for my ID 543872 covering the full two hours between the two maintenance periods (from 3:30 AM to 5:53 AM). With this history of the games I played, we can see the evidence you requested, because before the Lucky Wild game, I already had a considerable balance from the previous game. That's where the actual record is located, which should have been requested from the international providers, which didn't happen.
This situation has been very draining because the information I've provided has been extremely precise, and most of it was supplied by the casino. If things have become a bit confusing, it's because I'm conducting the analysis and investigation myself. My 20 years of experience in customer service and all related areas allow me to pay close attention to detail. Added to this is the casino's behavior towards me from the very first contact with customer service. Fundalor has truly demonstrated and proven what I'm saying: the margin of error is minimal. If they were mistaken, with the systematic support and certified records from the suppliers, just as I requested from the beginning, the situation would have already been resolved. They could have refuted the claim I'm making.
Finally, when I entered the Thunder Coins XXL game to check the game history in the settings, I accidentally pressed and placed a bet which I did not win and $2 should have been deducted from the balance that is currently reflected, and magically it remained at the same amount of $93.83.
Therefore, my investigation is becoming a waste of time for me, because the casino has no credibility since it hasn't refuted my claims with the evidence initially requested and certified by the suppliers, proving that I'm wrong. It's a waste of time for them because, while my memory isn't that of a teenager anymore, they expect me to forget this. As you mentioned, they haven't responded to your last message; simply saying they're closing the investigation is enough for them. Now, beyond the fact that I legitimately won money, this is a complete defense of myself because they've made a mockery of me in the most basic way, and I will take as long as it takes to achieve the only possible outcome: that they pay me. I await your valuable feedback.
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2 weeks ago
Thank you for your reply.
I have reviewed all the information and evidence provided throughout the complaint. Unfortunately, despite your detailed explanation of the events and concerns regarding the casino's records, we have not received sufficient objective evidence demonstrating that you achieved winnings or held a balance higher than the amount reflected in the casino's records.
We understand that you dispute the completeness and accuracy of the logs provided by the casino. However, without verifiable evidence showing missing gameplay, missing winnings, or a balance discrepancy that contradicts the casino's records, we are not in a position to challenge the casino's findings.
Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.
