The player from Mexico had won a significant prize but was sent back to the casino lobby, and the winnings did not appear in his account. The Complaints Team reviewed the information provided, including the player's claims of a win and the lack of recording in the game history. Despite the player's attempts to resolve the issue, it was concluded that without the winnings being recorded, there was limited action that could be taken. As a result, the complaint was rejected.
Novibet Casino MX - Player’s winnings are missing.
Amount: Mex$30,000
Novibet Casino MX
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Other
REJECTED
Case summary
3 weeks ago
Public
Public
1 month ago
Translation
I was playing and won a big prize. I even recorded my win, but then I was sent back to the casino lobby, and the money didn't show up in my account.
Automatic translation:
Public
Public
1 month ago
Dear Supraaaa,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. The games in the casino are programmed to continue even when the connection between the server of the game provider and you are disconnected. If such an event happens, you can see a different result on your screen than on the casino server. If two different results exist, the correct one is the one on the casino server.
Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Do I understand correctly that you only experienced this once with one specific bet?
- Is this bet and its result recorded in your game history?
Thank you very much in advance for your reply.
Best regards,
Kristina
Public
Public
1 month ago
Translation
I never disconnected at any time. I have a video where I had won the 30,000. I just went out to the lobby and they disappeared.
Automatic translation:
Public
Public
1 month ago
Translation
There is the video where I did not disconnect from the network and the money won just did not appear
Automatic translation:
Public
Public
1 month ago
Thank you for your reply, Supraaaa. Please note that you may not see any error messages while playing, yet an underlying issue might still exist. Could you please get back to my first message and provide the required information?
Public
Public
1 month ago
Translation
It doesn't appear in my betting history, just like the deposit I claimed from them last time didn't appear.
Automatic translation:
Public
Public
1 month ago
Translation
But if what happens is that they don't want to validate that prize, I have the videos and screenshots to send to Profeco.
Automatic translation:
Public
Public
1 month ago
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
Public
Public
1 month ago
Translation
I already sent it to the email, I hope we reach an agreement
Automatic translation:
Public
Public
3 weeks ago
Supraaaa, I reviewed all the information you provided. I apologize, but if the win wasn't recorded in your game history, there is not much we could do. However, you can always contact the game provider or the licensing authority as they have more advanced tools and options to help players in similar situations.
Due to the aforementioned reasons, 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.
