Codere Casino MX - Spelarens vinst krediterades inte.

OCT 26- I won the must-win jackpot from skywind group while playing in one of their participating games.

I wasn't expecting that so i was very surprised when a small rectangle that had my user name and the total amount of money i won and my reaction was to check my balance but nothing there so i spoke with customer service and they asked me for screen shots, exact time, what game i was playing, the amount of money i had won, and a screen shot of that moment when i won the prize.

I told the that i did not take a screenshot of the moment i won the prize but every thing else i send them

They told me it would take max 3 business days for me to get the money i confirmed with costumer service if that means monday and she said yes and monday came along and nothing in my account, no response to my emails and so i called the and now they told me that i didn't win anything.

Hello marinochetta,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Codere Casino MX. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you have any active bonus at the time of the win? Is the win also visible somewhere in your betting history? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Dear marinochetta,

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.

My account has been verified since October 11, 2022, no bonus had been active, I only had 0.10 mxn left in my balance when the notification about my winning fell, I did not find anything in my betting history since I did not win it itself for the play but it was a progressive jackpot that skywind group has and is awarded to a player who is active in one of its participating games randomly before reaching 15 thousand mxn regardless of the amount you are betting, I was talking with them daily until about 3 days ago and they told me that they had already closed my case and that I did not win anything and their pretext is that I do not have a screenshot of the moment I won but in no place does it say that in order to claim a profit one has the obligation to take a screenshot, I just trusted that the money was going to be in my balance so I left the game to check my balance but it was still the same. I have tried to contact skywind ģroup directly to see if they could provide me with more information about what happened because codere does not solve anything, they only tell you that the incident was escalated to the corresponding area and that you wait for them to answer you by mail. They told me this last time I spoke that they were no longer going to follow up on my incident

Mi cuenta esta verificada desde el 11 de octubre 2022, ningun bono tenia activo solo tenia 0.10 mxn que me quedaba en mi balance cuando me cayó la notificacion sobre mi ganancia, no encontré nada en mi historial de apuestas ya que no me lo gané en si por la jugada sino fue un acumulado progresivo que tiene skywind group y se le otorga a un jugador que este activo en uno de sus juegos participantes de manera aleatoria antes de llegar a los 15 mil mxn sin importar la cantidad que estes apostando, estuve hablando con ellos diariamente hasta hace unos 3 dias y me dijeron que ya cerraron mi caso y que no me gané nada y su pretexto es que no tengo una captura de pantalla del momento que gané pero en ningun lugar dice que para poder reclamar una ganancia uno tiene la obligacion de tomar una captura de pantalla, yo solo me confie en que iba a estar el dinero en mi balance asi que me sali del juego para checar mi balance pero seguia igual. He intentado comunicarme con skywind ģroup directamente para ver si me podrian proporcionar mas informacion sobre lo que sucedio porque codere no soluciona nada solo te dicen que el incidente se escaló al area correspondiente y que te esperes a que te contesten por correo. Me dijeron esta ultima vez que hable que ya no iban a darle seguimiento a mi incidente

Could you please advise what game have you been playing? Did you try to contact the game provider directly to ask them about your log?

Also please understand that if even the provider will claim that you did not win, there is basically nothing that could be done.

The moment i won i was playing el paso gold and yes i did try to contact the game provider but i was unsuccessful and i was hoping maybe you guys knew how to get ahold of skywind group

Dear marinochetta,

Unfortunately if the provider could not help, we can't either. If they do not have any log there of you winning, it basically did not happen.

Is there any thing else we can assist you with?

Dear marinochetta,

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.

The complaint will be now closed for the above mentioned reason.