The player from Mexico reports that an agent closed his live chat session and blocked his access after he requested to speak with a supervisor. He has video evidence of the conversation and is demanding an audit of his account's server logs, along with further action against the agent for negligence.
Fundalor Casino MX - Player's account access has been blocked.
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6d 23h 18m 40s
Fundalor Casino MX
Safety Index:Above averageCase summary
Discussion
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13 hours 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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41 minutes ago
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41 minutes 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
