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"Taking notes as if I were an auditor." When I legitimately requested to be transferred to a supervisor, the agent acted arrogantly, hiding behind the phrase "with that behavior, I won't be able to follow up with you," even though my communication was strictly written. The agent then closed the session on their own initiative and blocked my access to the live chat, cutting off my communication channels. LEGAL NOTICE: The agent completely ignored the fact that the entire conversation, their refusal to transfer me to a supervisor, and the exact moment they kicked me out of the chat were fully RECORDED ON VIDEO by me. I have digital evidence of their negligence. IMMEDIATE DEMANDS: That the Information Technology (IT) department conduct a thorough audit of the server logs and databases for my account between 3:00 AM and 6:00 AM today. That these logs be compared with the records of the provider Pragmatic Play to reconstruct the exact balance before the system crash. I am freezing the chat recordings of this agent for the application of the corresponding sanctions. If I do not receive a formal response with a tracking ticket number and the start of the audit within 48 hours, I will file the corresponding complaints with the General Directorate of Games and Lotteries of the Ministry of the Interior (SEGOB) for fraud in lottery systems, and with PROFECO (Concilianet) for illegal withholding of funds and misleading advertising regarding their withdrawal policies. I will also make the chat recording public on social media and gaming communities to expose their practices. This all happened in the early hours of this morning; I have numerous screenshots and videos of my screen.

tomar notas como si fuera un auditor".Ante mi legítima exigencia de ser transferido con un supervisor, el agente mostró una conducta prepotente, escudándose detrás de la frase "con esa conducta no podré darte seguimiento", cuando mi comunicación fue estrictamente escrita. Acto seguido, el agente cerró la sesión por su propia voluntad y bloqueó mi acceso al chat en vivo, cortando mis vías de comunicación.ADVERTENCIA LEGAL: El agente ignoró por completo que toda la conversación, su negativa a transferirme con un superior y el momento exacto en que me expulsó del chat quedó completamente GRABADO EN VIDEO por mi parte. Tengo la evidencia digital de su negligencia.EXIGENCIAS INMEDIATAS:Que el departamento de Tecnología de la Información (TI) realice una auditoría profunda a las bitácoras del servidor (server logs) y bases de datos de mi cuenta entre las 03:00 am y las 06:00 am del día de hoy.Que se comparen dichos logs con los registros del proveedor Pragmatic Play para reconstruir el saldo exacto antes de la caída del sistema.El congelamiento de las grabaciones de chat de este agente para la aplicación de las sanciones correspondientes.De no recibir una respuesta formal con un número de ticket de seguimiento y el inicio de la auditoría en un plazo no mayor a 48 horas, procederé a interponer las denuncias correspondientes ante la Dirección General de Juegos y Sorteos de la Secretaría de Gobernación (SEGOB) por fraude en sistemas de sorteo, y ante la PROFECO (Concilianet) por retención ilegal de fondos y publicidad engañosa respecto a sus políticas de retiro. Asimismo, haré pública la grabación del chat en redes sociales y comunidades de juego para evidenciar sus prácticas. Todo sucedió en la madrugada de hoy cuento con muchas capturas y videos de mi pantalla

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Dear Mariokay,

Thank you very much for submitting your complaint. I am sorry to hear about your negative experience at Fundalor Casino. Unfortunately, we are unable to reach out to the casino simply based on your dissatisfaction with the customer support. While we recognize that timely support is important to your experience, these matters fall outside the scope of complaints we can mediate.

To proceed further, could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to attila.g@casino.guru? Have you stopped playing right after the incident?

Meanwhile, 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. Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Attila