Fundalor Casino MX - El acceso a la cuenta del jugador ha sido bloqueado.

"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

Dear Attila:

I hope you are well and having a great day. I have a second response from Fundalor, in which they consider my claim closed after a thorough investigation. I would like to send it to you so you can see the following observations:

Attachments that I can't open; the link is internal to the casino.

It's the same information, but now supposedly from the providers, I can only open 2 screenshots.

There is no evidence of game history in the slightly more than two hours between maintenance windows, which is where I become a winner.

In the game that won the jackpot in its first evidence marks 84 records, they only send a little over 30, but after the second "maintenance window" and on this occasion they do the same.

They are giving me information that is intended to confuse me, such as the supplier's time zone, intimidating corporate language, by putting an adjective on every action of theirs.

And other points I'd like you to know. Should I send them to you by email?

It was left pending.

Thank you.

Estimado Atila:

Deseo que te encuentres bien y estés teniendo un excelente día, tengo una segunda respuesta por parte del Fundalor, en donde por parte de ellos dan por cerrado mi reclamo después de una investigación exhaustiva. Me gustaría hacértela llegar y puedas ver las siguientes observaciones:

Archivos adjuntos que no puedo abrir la liga es interna del casino

Es la misma información pero ahora supuestamente por parte de los proveedores solo 2 capturas puedo abrir.

No hay evidencia del historial de juegos en las poco más de dos horas entre ventanas de mantenimiento que es donde me convierto en ganador.

En el juego que ganó el premio mayor en su primer evidencia marca 84 registros solo envían poco más de 30 pero posterior a la segunda "ventana de mantenimiento" y en esta ocasión hacen lo mismo.

Me están dando información que pretende generar confusión en mi, como el uso horario del proveedor, lenguaje corporativo intimidatorio, por el hecho de ponerle el adjetivo a cada acción de ellos.

Y otros puntos que me gustaría que conocieras. Te lo hago llegar por correo?

Quedó al pendiente.

Gracias.

Dear Mariokay, thank you for your response.

In order for me to properly asses the issue, could you please share your game history in a format other than forwarded screenshots? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period.

Thank you in advance for your reply.

Irrefutable Evidence of Interface Manipulation (Case ID: Mario Castillo Rojas - ID: 543872):

Dear Attila,

Attached is the conclusive proof demonstrating how the operator Fundalor manipulates and blocks user-facing information in its local database [INDEX]. As can be clearly seen in the screenshot of my account:

I have configured the official search filters by selecting the date of the incident: May 26, 2026 (26/05/2026) and I have executed the action on the SEARCH button.

The casino system, in a completely anomalous and corrupt manner, ignores the filter and injects records corresponding to May 22, 2026 (22/5/2026) into the Thunder Coins XXL game.

This confirms 100% what I've been reporting: the casino has completely manipulated my profile and indexed it to outdated dates to prevent me from downloading the Excel file from the 26th [INDEX]. While they send you supposedly "clean" reports from their Zendesk, they block me from seeing the actual data from the early morning of my winning streak [INDEX].

I firmly maintain my position:

I demand an audit of the running accounting log (Server Logs) of the entire block of all games from 03:30 AM to 05:40 AM on May 26, directly from the central servers of the providers, since the Fundalor interface has been completely altered.

They know very well that providers like Playson, another one I played with, don't have the game history in the game settings like Pragmatic does. Any evidence they send is already of dubious veracity. In the email I sent to your private message, you'll see their final response. I'm not going to give up what I won, especially now that it's accompanied by a mockery of me and a lack of respect for my integrity. They contradict me without any basis, and their denials are the typical behavior of someone who isn't innocent.

I appreciate the help provided and hope we can finish this in the best way for everyone.

Sincerely, Mariokay (ID: 543872)

Evidencia Irrefutable de Manipulación de la Interfaz (Caso ID: Mario Castillo Rojas - ID: 543872):

Estimado Atila,

Adjunto la prueba reina que demuestra cómo el operador Fundalor manipula y bloquea la información de cara al usuario en su base de datos local [INDEX].Como se puede apreciar con total claridad en la captura de pantalla de mi cuenta:

He configurado los filtros de búsqueda oficiales seleccionando la fecha del incidente: 26 de mayo de 2026 (26 / 05 / 2026) y he ejecutado la acción en el botón BUSCAR.

El sistema del casino, de forma totalmente anómala y corrupta, ignora el filtro e inyecta registros correspondientes al 22 de mayo de 2026 (22/5/2026) en el juego Thunder Coins XXL.

Esto confirma al 100% lo que he venido denunciando: el casino tiene mi perfil completamente manipulado e indexado a fechas extemporáneas para impedir que yo pueda descargar el archivo Excel del día 26 [INDEX]. Mientras ellos le envían a usted supuestos reportes "limpios" desde su Zendesk, a mí me bloquean la visualización real de la madrugada de mi racha ganadora [INDEX].

Mantengo firmemente mi postura:

Exijo la auditoría de la bitácora contable corrida (Server Logs) del bloque completo de todos los juegos de las 03:30 AM a las 05:40 AM del 26 de mayo, directo de los servidores centrales de los proveedores, ya que la interfaz de Fundalor está totalmente alterada.

Bien saben que proveedores como Playson que fue otro que jugué no tiene el historial en la configuración del juego como Pragmatic, toda evidencia que ellos envién ya está en dudosa veracidad. En el correo que le envié a su privado podrá ver la respuesta definitiva por parte de ellos, no voy a desistir de lo que gane y ahora más que va acompañado de una burla a mi persona y falta de respeto a mi integridad, porque sin sustento alguno me contradicen y sus negativas son el típico comportamiento de un acusado no inocente.

Agradezco la ayuda prestada y podamos terminar esto de la mejor manera para todos.

Atentamente,Mariokay (ID: 543872)

Dear Mariokay,

Thank you for your detailed responses and for sharing the additional information.

I understand your concerns regarding the records provided by the casino. However, in order for us to continue investigating the case, I need to better understand the basis of your claim.

Could you please explain how you arrived at the disputed amount and provide any evidence showing that there was gameplay activity or a balance that is missing from the records supplied by the casino?

At this stage, we have not seen evidence demonstrating that you are entitled to a higher balance than the one reported by the casino. Without such evidence, we will unfortunately be unable to proceed with the complaint, as we need objective grounds to challenge the casino's findings.

Thank you in advance for your cooperation. I look forward to your reply.

Best regards,

Attila