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Hace mas de 6 meses aproximadamente me encontraba jugando desde mi celular al juego Amazin Link Zeus, en la plataforma Spin Casino.Estaba jugando la apuesta máxima ($50.000 CLP) y me apareció el bonus amazin Link.Se comenzó a jugar el bonus y me salieron un MAYOR ($25.000.000 CLP), un MENOR ($2.500.000 CLP) + otras monedas de menor valor.Antes de que finalizará el bonus "Extrañamente" la plataforma me saca del juego sin poder tener acceso nuevamente.Dada la cantidad que ya iba ganado el bonus (mas de $28.000.000 CLP) intenté contactarme con la plataforma de atención a cliente...quienes le bajaron el perfil y me indicaron que mi caso sería analizado y se solicitarían respaldos al proveedor de software de juegos.Durante 6 meses me comunique casi todos los días, por las distintas plataformas de atención a cliente:Dentro de su mismo portalMailTelefonoLas respuesta que me daban siempre eran que mi caso estaba ya escalado y que aún no tenían respuesta del proveedor.Transcurrido mas de 4 meses de puras respuestas sin solución, decidí ingresar un reclamo formal a la superintendencia de Juegos y Casinos.Me contestaron que no podían hacer nada, ya que no se encontraba dentro de su jurisdicción fiscalizar este tipo de empresas, pero sí determinaron que las empresas señaladas estarían en un ilícito operando de la forma en la que actualmente trabajan.Me indicaron que este caso debía ser analizado por la fiscalía.Realice ingreso a la fiscalía, de quienes obtuve respuesta donde señalaban que la superintendencia era la que debía investigar mi caso......o sea un pasapelota....Nuevamente insistí con la superintendencia correspondiente, quienes hicieron un análisis mas detallado de estas empresas y concluyeron que estaban cometiendo ilícito en su forma de operar en nuestro país.Ante esta situación desgastante y de muy mal gusto intenté comunicarme con el ente fiscalizador que regula esta empresas...denominada Commission, a quienes les envié muchos correos y su respuesta era muy parecida a la de las empresas interpeladas..."solicitaremos información al proveedor de juegos"....lo mismo que venía realizando hace ya mas de 6 meses....insólito.Y para mi sorpresa y después de mucho insistir esta fue la respuesta definitiva de parte del ente regulador externo.Hello Jorge,Thank you for contacting the Kahnawake Gaming Commission (KGC). We have taken the time to thoroughly review your concern and conduct our own investigation in order to respond accordingly.As per your email and from our understanding, you claim that you received a substantial bonus while playing. You extend your claim that you were unable to finish playing the bonus as you were taken out of the game and you were unable to log back in to finish playing. You have requested the KGC to review and address your concerns.We have contacted the operator who confirmed your concerns were escalated to their Technical Team for review and they confirmed that due to a technical issue, the bonus round wasn’t completed and no winnings were recorded. The operator advised us that your wager of CLP 50,000.00 was refunded to your casino account on December 8, 2021 and is still available in your cash balance. The operator has also informed us they are able to manually withdraw these funds and return it to your Bank account ending ***9710. If you would like to proceed, please let us know and we will inform the operator to make sure it is processed as soon as possible. However, your request for your winnings to be returned has been declined as per their Terms and Conditions, which state:2.1. Spin Casino is not liable for any downtime, server disruptions, lagging, or any technical or political disturbance to the game play. We are not liable for any acts or omissions made by Your internet service provider or any third party with whom You have contracted to gain access to the server that hosts the Website. Software and Services are provided 'as is' and Spin Casino makes no warranties or representations, whether express or implied, in relation to the satisfactory quality, fitness for purpose, completeness or accuracy of the Software/Services or infringement of applicable laws and regulations. The entire risk of as to the use, quality and performance of the Software/Services relies on You.2.2 We shall not be liable for computer malfunctions, failure of telecommunications service or Internet connections nor attempts by you to participate in games by methods, means or ways not intended by us. You are solely responsible for any telecommunications devices and services utilized by you to participate at the Spin Casino.Additionally, the operator advised us that a monthly limit was applied to your Jackpot City Casino account on November 30, 2021. They confirmed that you were notified of this limit change and that you agreed to close your Spin Palace account, but your Jackpot City Casino account would remain open. Due to this agreement, your account will remain closed and you can continue to play on your Jackpot City Casino account.Regrettably, after careful review and consideration, we cannot assist any further as the operator’s actions are in line with the terms you agreed upon when you created the account.We thank you again for contacting the Kahnawake Gaming Commission, and trust this has brought clarity to your dispute.Kind Regards,KwetiioCompliance Officer/Dispute ResolutionKahnawake Gaming Commissionwww.gamingcommission.caEmail: [email protected]