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Technical error in the Jackpot Bells game – Withdrawal of 7 unexecuted spins (266 MXN) – Novibet.mx

Dear Casino.Guru team,

I am writing to you to file a formal complaint against Novibet.mx for a technical error that occurred in the Jackpot Bells game.

Description of what happened:

On March 24, 2026, I attempted to make 8 spins in the Jackpot Bells game, each with the minimum value of 38 Mexican pesos.

However, only one spin was successfully registered and executed. The remaining 7 spins were charged to my balance, but they were not completed due to a technical glitch: the game would automatically kick me out and the page would refresh, forcing me to try again each time.

I have attached three screenshots as evidence:

First image (Casino History): Clearly shows the 8 plays cashed out for a total of 304 MXN (8 × 38).

Second image (Jackpot Bells game history): Only one successful spin is recorded, corresponding to March 24, 2026.

Third image: Details the data of the only turn that was executed correctly.

This means that I was improperly charged for 7 spins totaling 266 Mexican pesos (7 × 38), without the corresponding spins being carried out.

On March 25, 2026, I contacted Novibet's customer service and sent them the same evidence, but to date I have not received a satisfactory resolution or the corresponding refund.

I kindly request that you review this case and proceed with the full refund of the 266 MXN affected by the technical error.

I am available to provide any additional information you may need (including more screenshots, approximate time of the incident, etc.).

Thank you very much in advance for your attention and for your help in the mediation.

Sincerely,

Miguel

Date of incident: March 24, 2026

Date of contact with support: March 25, 2026

Error técnico en el juego Jackpot Bells – Cobro de 7 giros no ejecutados (266 MXN) – Novibet.mx

Estimado equipo de Casino.Guru,

Me dirijo a ustedes para presentar una queja formal contra Novibet.mx por un error técnico ocurrido en el juego Jackpot Bells.

Descripción de lo sucedido:

El día 24 de marzo de 2026 intenté realizar 8 giros en el juego Jackpot Bells, cada uno con el valor mínimo de 38 pesos mexicanos.

Sin embargo, solo se registró y ejecutó correctamente un giro. Los 7 giros restantes fueron cobrados de mi saldo, pero no se completaron debido a un fallo técnico: el juego me expulsaba automáticamente y la página se actualizaba, obligándome a intentarlo de nuevo cada vez.

Adjunto tres capturas de pantalla como evidencia:

Primera imagen (Historial del casino): Muestra claramente las 8 jugadas cobradas por un total de 304 MXN (8 × 38).

Segunda imagen (Historial del juego Jackpot Bells): Solo aparece registrado un giro exitoso correspondiente al día 24 de marzo de 2026.

Tercera imagen: Detalla los datos del único giro que sí se ejecutó correctamente.

Esto significa que se me cobraron indebidamente 7 giros por un total de 266 pesos mexicanos (7 × 38), sin que se realizaran las tiradas correspondientes.

El día 25 de marzo de 2026 contacté al servicio al cliente de Novibet y les envié las mismas evidencias, pero hasta la fecha no he recibido una resolución satisfactoria ni el reembolso correspondiente.

Les solicito amablemente que revisen este caso y procedan con el reembolso completo de los 266 MXN afectados por el error técnico.

Quedo a su disposición para proporcionar cualquier información adicional que necesiten (incluyendo más capturas, hora aproximada del incidente, etc.).

Muchas gracias de antemano por su atención y por su ayuda en la mediación.

Atentamente,

Miguel

Fecha del incidente: 24 de marzo de 2026

Fecha de contacto con soporte: 25 de marzo de 2026

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Dear Mglchetta87,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem.

Thank you for the detailed explanation and for providing the screenshots — they are very helpful. I can see from the casino history that multiple bets were deducted, while the game history appears to show only one completed spin. To better understand what may have happened and how we can assist you, I would like to clarify a few points:

• Did you try accessing the game from a different device or browser after the issue occurred?
• Could you please provide your full casino transaction history for that day, including balance before and after the session?
• Have you received any official response from the casino explaining what happened with those 7 spins?
• Were the deducted spins later possibly replayed or refunded automatically (sometimes delayed game rounds are processed later)?

If it is more convenient for you, you may forward all relevant communication and evidence directly to petronela.k@casino.guru.

Based on similar cases, situations like this often require verification from the game provider’s server logs to determine whether the spins were completed, canceled, or rolled back.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Did you try accessing the game from a different device or browser after the problem occurred? Answer: Yes, I even had the same problem with the same game on Codere, and I contacted customer support and they refunded my money the next day.

Could you please provide your complete transaction history at the casino for that day, including your balance before and after the session? I will attach screenshots.

Have you received any official response from the casino explaining what happened with those 7 spins? I'll attach screenshots.

Was it possible for the discounted spins to be replayed or automatically refunded (sometimes delayed game rounds are processed later)? After reviewing the game again, no pending plays were found.

¿Intentaste acceder al juego desde un dispositivo o navegador diferente después de que ocurriera el problema? Respuesta: si, incluso tuve el mismo problema con el mismo juego en codere y hable con atención al cliente y al siguiente día me reembolsaron mi dinero.

¿Podría facilitarnos su historial completo de transacciones en el casino de ese día, incluyendo el saldo antes y después de la sesión? Anexare las capturas.

¿Has recibido alguna respuesta oficial del casino explicando qué sucedió con esos 7 giros? Anexare capturas

¿Fue posible que los giros descontados se volvieran a jugar o se reembolsaran automáticamente (a veces las rondas de juego retrasadas se procesan más tarde)? Tras revisar de nuevo el juego no se presentaron ningúna jugada pendiente por realizar.

Hi Mglchetta87,

Thank you for your reply and for providing the additional information — I really appreciate your cooperation.

To better understand what may have happened, I would like to clarify a few more details:

• In the screenshots you provided, I can see only a partial game history. Could you please explain why I do not see the round with ID 65389580340 there?
• Would it be possible for you to request the full game history (GH) for that session directly from the casino and share it with us? This is often crucial when verifying whether the spins were completed on the provider’s side.
• Could you also confirm what your balance was before you initiated the 8 spins?

Thank you.

Dear Mglchetta87,

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.