MXWin Casino - Player's winnings have been incorrectly credited.

Good evening, I'm sorry but I have an issue. Last night, I was playing on an online casino called 29mxwin. The game I was playing was "El Fabuloso Faraon". I won some free spins and while playing them, suddenly the game showed an error and booted me out. When I logged back in and resumed, I concluded the free spins which showed that I had won 668.40 pesos. However, when the regular game appeared, they only credited me with 66.84 pesos. I alerted them to this, but they insist that there's no record of my gameplay, nor any record of this particular winning amount. What should I do in this situation? I have taken screenshots, which clearly show that I had won 668.40 pesos. They haven't credited it, instead they simply wished me better luck next time.

Dear Jmike,

Thank you very much for submitting this complaint. I'm really sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please write here the exact address of the casino?

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 veronika.l@casino.guru? Have you stopped playing right after the incident?

Meanwhile, please check our article explaining "How slot machines are 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

I already sent you the email with the screenshots and the casino address

Thank you for your email. Could you please request the casino to send you your entire gaming history from El Fabuloso Faraon including the winnings from the free spins?

Ok, in fact, everything was in the screenshots

Dear Jmike, have you requested the gaming history from the casino?

In the screenshots you sent me, the balance in your account was 668 pesos. Is this amount still visible in your account?

In fact, they never gave me the balance, it only appeared in the screenshots and they never reported the error and I requested the history but they told me that they cannot provide it since it is something internal to them.

Can you please specify what is the current active balance in your account?

The account is at zero right now

If you gambled away all the money in your account, I am afraid there is nothing we can do to assist you. Due to this reason, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.