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On Tuesday, November 8 at 2:23 am Tijuana time, I was playing two games of skywind group when I won the accumulated must-win jackpot in the amount of 14091.85 mxn.

The must-win jackpot is a minor progressive jackpot and is activated at a random time and the total amount is awarded to a single player who is betting on participating games, the maximum that can be won is 15 thousand mxn

I won that award and was even recording the screen of my ipad when I was selected.

The casino is denying that I have won and when I tell them that I have the proof they ask me to send it and when contacting customer service they tell me that it did not arrive

I proposed to send them to them from my main email and they accepted but when I send them they take a long time and everything so that they tell me that they had not seen them but now they tell me that in order to help me I have to send my identification on both sides and a sign holding my identification and let it be all legible, I sent them to them and they did not answer until this morning but they sent me the same email asking me for my docs who were there but they did not check them.

El dia martes 8 de noviembre a las 2:23 am hora de tijuana estaba jugando dos juegos de skywind group cuando me gané el acumulado must-win jackpot por la cantidad de 14091.85 mxn.

El must-win jackpot es un acumulado progresivo minor y se activa en un momento aleatorio y la cantidad total es otorgado a un solo jugador que este apostando en juego participantes, el maximo que se puede ganar son 15 mil mxn

Yo me gané ese premio e incluso estaba grabando la pantalla de mi ipad cuando salí seleccionado.

El casino esta negando que haya ganado y cuando les digo que tengo las pruebas me piden que las envie y al al contactar a servicio al cliente me salen con que no les llegó

Les propuse enviarselos desde mi correo principal y aceptaron pero al mandarlos tardan muchisimo y todo para que me digan que no los habian visto pero ahora me dicen que para poderme ayudar tengo que mandar mi identificacion por ambos lados y una sefie sosteniendo mi identificacion y que sea todo legible, se los envie y no contestaron hasta hoy por la mañana pero me enviaron el mismo correo pidiendome mis doc los cuales estaban all pero no los checan.

Dear Eranzap,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

This is a screenshot of the moment i won the jackpot, if you zoom in on the top left side it clearly shows my user name and the amount i won.

I've been having trouble with the kyc because even though I've sent them the documentation they asked for they still haven't accepted it.

They told me last time we spoke that my documentation didn't match with my account so i asked costumer support what it was that didn't match because it doesn't make sense that it wouldn't match unless there was a typo and if that was the case then i would like to proceed by correcting it.

It talked with them through costumer support via web site and through emails so its evident that i am the same person requesting the correction.

Besides all of that it still doesn't explain why the 14092.85 pesos doesn't appear in my account balance even after sending them not only a screenshot but also video of when it occurred.

Here is a screenshot of conversation with customer support representative oscar vargas confirming that they did receive emails from both email addresses containing evidence of the moment i won the skywind jackpot. I'm also sending a screenshot of the specific jackpot with its description. Let me know if you would like me to translate this.

Dear Eranzap,

Have you received your withdrawal from the casino yet?

No, and everytime i talk to them they either change subject o deny the fact that i won. They keep on asking me for proof and i continue to send it to them but never get a response back and when i check back with them the following day they ask me again for the proof and i tell them i sent it the day prior and that the last costumer support agent i spoke with told me to that they will sent a confirmation email as soon they receive it only i never received such an email only promotions then i proceed to telling them that oscar vargas confirmed with me via chat that they did receive all my emails with all the documentation they had requested. And its like this every day, is there any way of getting ahold of game provider so they can confirm my winnings? because i feel like somebody staff level is stealing my money by giving me the runaround.

Could you please advise if these winnings have been recorded in your game history? Sometimes slots show false winning results, for example when the internet connection has been interrupted during the spin.

I would like to recommend that you 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.

Before we contact the casino, could you please forward all the relevant communication between you and the casino together with the video recording from the moment you receive your winnings to kristina.s@casino.guru? Alternatively, you can post it here.

Additionally, if there is any other supporting evidence. please forward it as well. Thank you in advance.

Dear Eranzap,

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.