Casiny Casino - Player has winnings discrepancy in casino game.

Playing Le fisherman with the anti bet on, $0.6 nzd spins, spun in a feature and it went quiet well total winnings should have been around $60.00 nzd but when the feature finished and it went to the pages where it totals winnings it only paid out $11 nzd. Have had multiple coms with help desk but no resolution yet.

Here is the link to the feature replay

https://replay.hacksawgaming.com/?roundid=17001052313154&partner=5554&language=en-us&channel=mobile

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Dear ForestBump,

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

Please note that games in online casinos are programmed to continue running even if the connection between your device and the game provider’s server is interrupted. In such cases, the result displayed on your screen might differ from the one registered on the server. However, if two different outcomes exist, the valid result is always the one recorded on the casino’s server.

To better understand the situation and assist you further, could you please answer the following questions?

• Do I understand correctly that this issue occurred only once and with one specific game?
• Do you have any other video recordings or screenshots of the incident?
• Has this particular bet and its result appeared in your game history inthe Casino account?

Thank you very much in advance for your reply.

Best regards,

Petra

Hi, yes it does appear in the game history as a feature result, and I havnt noticed it on any other game, and I dont have any other vid or screenshot. The replay shows the win and the total at the end not matching

Thank you for your reply and for providing the previous details, ForestBump.

• Have you experienced similar issues with this game or any other games in the past?
• Could you provide me with the game history?
• Could you provide any additional evidence/communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Hi, have emailed you just now, thanks

Hi, ive just revived this reply from casiny, the game is blatantly not right so I dont beleave they have even looked into it.

Hi Mark,

Thank you for your patience! We have received news from the game provider regarding the round in question. They have confirmed, based on their internal investigation, that the game was carried out correctly and is fully legitimate.

For your reference, you may review the round replay here:

https://replay.hacksawgaming.com/?roundid=17001052313154&partner=5554&forceenv=&forcestatic=

Please let us know if you require further assistance.

Casiny Customer Support Team

Kind Regards,

Vanessa

​Your Support Team

​Your gaming experience, elevated with 24/7 support. Whenever you need us, we are here for you.

​

Dear ForestBump

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear ForestBump,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Casiny Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Casiny Casino,

Please provide detailed information regarding the player’s issue, specifically the discrepancy between the feature replay result and the final credited payout. In particular, we would like clarification on why the replayed feature appears to show a higher win amount than the amount actually credited to the player’s balance, and whether this difference is expected behaviour according to the game rules, game logs, or provider validation.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear ForestBump,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Samuel