Chile’s Superintendencia de Casinos de Juego (SCJ) has filed charges against Casino del Mar, the operator of the Casino Municipal de Viña del Mar, following its refusal to pay a customer’s jackpot
The prize was a CLP3.816bn ($3.8m) jackpot displayed on one of its slot machines in November 2025.
The regulator’s action focuses on two alleged breaches concerning the incident. First, the SCJ claims that the operator processed and responded to the customer’s complaint “in an inaccurate, incomplete and insufficient manner”.
Second, it questions whether the company ensured that gaming machine No. 25316 was operating in perfect condition during November 2025.
The case dates back to November 11, 2025, when Lilian Tumani was playing at the casino’s Salón Open. According to previous reports, the machine’s displayed jackpot prompted the customer to notify casino staff. She initially received congratulations from a supervisor, but was subsequently informed that the amount would not be paid because of a technical problem with the machine.
Casino del Mar maintained that the result was associated with a software error and therefore did not represent a valid win. Tumani, however, disputed the explanation and continued to demand payment.
The customer also pursued the matter through formal complaints and legal proceedings. In February 2026, she had sought judicial measures to obtain evidence from the operator, including surveillance footage from the day of the incident, technical information about the machine and records of its maintenance.
The SCJ's latest decision adds a regulatory dimension to the dispute, which has so far centred on whether the displayed jackpot constituted a legitimate win or resulted from a technical malfunction.
The operator cited a technical report from manufacturer Konami Gaming, which it said identified a defect in the machine
