RushBet Casino MX - Player’s free spins were confiscated.

Hello, I was playing at Rusbeth Casino, and I received 12 free spins in the Red Hot BBQ game. However, somehow, when I got them, they were taken away, and I couldn't play them. The proof is in my account. I received two messages stating that I won something like 37. I didn't even get to play them since they were taken away. This is robbery. Scammers.

Dear Omartrevino94,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with RushBet Casino MX.

Please allow me to ask you a few questions, so I can better understand the situation. 

• How have you been informed your free spins were credited to you?
• Have you participated in any promotion offered by the casino? Which one?
• Have you contacted casino support regarding the issue? WIth what result?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Sure, look, I was playing at night, everything was going well, I usually deposit and play at that casino because I like it, I've been playing for a while, something like that had never happened to me before, but I was disappointed because I played the Chiles Abaneros game and I got 12 free games, suddenly it kicks me out of the system when it resets, it didn't give them to me, I have the proof and well, I feel like they looked at them so as not to pay if I won since there were 12 free spins.

At that moment I sent a message to the casino, which they never answered me, and it seems unfair to me because one plays and they suddenly hit the deposit and don't hurt to pay the free plays.

I haven't played ProMotion, all I want is an explanation. I'm very disappointed.

Thanks for your patience.

I understand technical difficulties will always be frustrating.

Could you please explain where the win of around Mex$37 was recorded?

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.

If the results of your spins were recorded and winnings credited, we might not be able to achieve a better outcome for you.

I'll wait for your reply.

Hi, I didn't understand.

Look, man, I got 12 pesos that were never given because you yourselves took them out of the account which I never won and no winnings were suffered, which is why you take them out and I get them back in and you say that the winnings were 37 pesos, which is fraud since they didn't even win, those 12 games never happened and you can corroborate it by checking the minutes, the time that supposedly 37 were won and those 12 games were never played remains in the minute that they fall to me, you take them from me and don't give them to me, you send me a message that my winnings were 37, what I said no because they were never played, I have the proof.

Look, this is the proof.

If you look at the same minute that they give them, they end because they were never played since they took me out of the game and they didn't give them to me.

Well, the truth is, I'm going to follow up on my case and file a complaint since they are good at receiving deposits and they don't want to pay winnings. I never thought that would happen to me with you since I've always played at this casino, I even recommended it. It's really bad. If you can't resolve my issue, I'll continue with my case by filing a complaint.

Thanks for your patience.

You wrote:

you send me a message that my winnings were 37, what I said no because they were never played, I have the proof.

Could you please share this communication either publicly here as a screenshot, or send it to my email at tomas@casino.guru?

Thanks in advance for your reply.

Hello, how is my case going? Casino Guru

Dear Omartrevino94,

In my previous posts, I requested evidence from you, which it seems you haven't provided yet. If we aren't able to determine the facts of the case, we can't proceed.

So far you indicated the casino determined you won Mex$37 from the spins you attempted to complete.

From the screenshot above I can't conclude the result of the game round, only that the bet amount was Mex$2.

If there is any proof the amount of Mex$37 isn't a valid win amount in this situation, please provide it otherwise we'll close the complaint due to lack of evidence.

I'll await your reply.

Dear Omartrevino94,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.