The player from Mexico encountered an issue with a game malfunction in Fortune Gems, where he believed he had hit a super mega prize but instead lost his remaining funds of $40. After reporting the situation with a screen recording, he received unhelpful and mocking responses from customer service. The Complaints Team was unable to proceed with the investigation due to the player's lack of response to requests for supporting evidence, which led to the rejection of the complaint.
MXWin Casino - Player claims winnings were confiscated due to game malfunction.
Closed
Our verdict
Player stopped responding
Amount: Mex$200
MXWin Casino
Safety Index:Below averageCase summary
Discussion
Public
Public
10 months ago
Translation
I had a small amount of money in my account, I won't deny that. I was playing Fortune Gems, and it seemed like I hit a super mega prize but then it froze and kicked me out of the system. Instead of winning, it took the last 40 I had. Since I thought I was going to get a good prize, I started screen recording. I sent that video as a report to check what the problem was, and the guy, instead of helping me, seemed to mock me.
He said:
- Did you lose your money?
- And I was like, yes, I've realized that, and I want to know why instead of giving me a prize, it even took what I had bet from my account.
- The guy responds, you've lost your money, better luck next time.
Okay, it wasn't a lot of money, but they don't even provide good service. It's fine if they take your money but not so blatantly. They should help resolve in-game issues politely. After all, one doesn't withdraw the money because they just create obstacles. They should provide good service so, at the very least, there is a good gaming experience.
My opinion: https://www.27mxwin.com/m/home
MXWIN IS A VERY BAD OPTION if you're looking for a reliable app where you can have fun for a while and place bets.
In the end, I think it wasn't a prize but a game malfunction, but since they don't care about the user, they just closed my complaint.
Automatic translation:
Public
Public
10 months ago
Dear TJbuitre,
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 [email protected]? 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,
Veronika
