The player from Mexico reported a technical error in the Jackpot Bells game on Novibet.mx, where he was charged for 7 unexecuted spins totaling 266 MXN but only one spin was completed. Despite contacting customer support with evidence, he did not receive a satisfactory resolution or refund. The player provided partial transaction and game history but did not respond to requests for full game history and additional details necessary for further investigation. As a result, the complaint was closed due to the lack of response, with the player retaining the option to reopen it later.
Novibet Casino MX - Player requests refund for unexecuted spins.
Closed
Our verdict
Player stopped responding
Amount: Mex$266
Novibet Casino MX
Safety Index 7.1 Above averageCase summary
Discussion
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2 months ago
Translation
Technical error in the Jackpot Bells game – Withdrawal of 7 unexecuted spins (266 MXN) – Novibet.mx
Dear Casino.Guru team,
I am writing to you to file a formal complaint against Novibet.mx for a technical error that occurred in the Jackpot Bells game.
Description of what happened:
On March 24, 2026, I attempted to make 8 spins in the Jackpot Bells game, each with the minimum value of 38 Mexican pesos.
However, only one spin was successfully registered and executed. The remaining 7 spins were charged to my balance, but they were not completed due to a technical glitch: the game would automatically kick me out and the page would refresh, forcing me to try again each time.
I have attached three screenshots as evidence:
First image (Casino History): Clearly shows the 8 plays cashed out for a total of 304 MXN (8 × 38).
Second image (Jackpot Bells game history): Only one successful spin is recorded, corresponding to March 24, 2026.
Third image: Details the data of the only turn that was executed correctly.
This means that I was improperly charged for 7 spins totaling 266 Mexican pesos (7 × 38), without the corresponding spins being carried out.
On March 25, 2026, I contacted Novibet's customer service and sent them the same evidence, but to date I have not received a satisfactory resolution or the corresponding refund.
I kindly request that you review this case and proceed with the full refund of the 266 MXN affected by the technical error.
I am available to provide any additional information you may need (including more screenshots, approximate time of the incident, etc.).
Thank you very much in advance for your attention and for your help in the mediation.
Sincerely,
Miguel
Date of incident: March 24, 2026
Date of contact with support: March 25, 2026
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2 months ago
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2 months ago
Dear Mglchetta87,
Thank you very much for submitting your complaint. I’m sorry to hear about the problem.
Thank you for the detailed explanation and for providing the screenshots — they are very helpful. I can see from the casino history that multiple bets were deducted, while the game history appears to show only one completed spin. To better understand what may have happened and how we can assist you, I would like to clarify a few points:
- Did you try accessing the game from a different device or browser after the issue occurred?
- Could you please provide your full casino transaction history for that day, including balance before and after the session?
- Have you received any official response from the casino explaining what happened with those 7 spins?
- Were the deducted spins later possibly replayed or refunded automatically (sometimes delayed game rounds are processed later)?
If it is more convenient for you, you may forward all relevant communication and evidence directly to petronela.k@casino.guru.
Based on similar cases, situations like this often require verification from the game provider’s server logs to determine whether the spins were completed, canceled, or rolled back.
Your cooperation in providing these details will help us investigate and work towards a resolution.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
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2 months ago
TranslationDid you try accessing the game from a different device or browser after the problem occurred? Answer: Yes, I even had the same problem with the same game on Codere, and I contacted customer support and they refunded my money the next day.
Could you please provide your complete transaction history at the casino for that day, including your balance before and after the session? I will attach screenshots.
Have you received any official response from the casino explaining what happened with those 7 spins? I'll attach screenshots.
Was it possible for the discounted spins to be replayed or automatically refunded (sometimes delayed game rounds are processed later)? After reviewing the game again, no pending plays were found.
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1 month ago
Hi Mglchetta87,
Thank you for your reply and for providing the additional information — I really appreciate your cooperation.
To better understand what may have happened, I would like to clarify a few more details:
- In the screenshots you provided, I can see only a partial game history. Could you please explain why I do not see the round with ID 65389580340 there?
- Would it be possible for you to request the full game history (GH) for that session directly from the casino and share it with us? This is often crucial when verifying whether the spins were completed on the provider’s side.
- Could you also confirm what your balance was before you initiated the 8 spins?
Thank you.
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1 month ago
Dear Mglchetta87,
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.
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1 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Petronela
Casino.Guru
