Novibet Casino MX - Player’s winnings are missing.

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.

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

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.

There is the video where I did not disconnect from the network and the money won just did not appear

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?

It doesn't appear in my betting history, just like the deposit I claimed from them last time didn't appear.

But if what happens is that they don't want to validate that prize, I have the videos and screenshots to send to Profeco.

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.