Dolfwin Casino - Player’s winnings from bonus spins are not resolved.

Hello I was playing a bonus round when I encountered a technical error. After initial start of free spins, I initially received 8 free spins, then once started playing free spins bonus received a second set of free spins. Total free spins awarded 16 spins, on second spin I received a technical error. Contacted support who offered me $10 which the first set of spins had already won more than that. I checked the logs and there were no transactions on my log regarding the free spins but I had screen printed the error at 10:13 but log entries are missing. Casino should have provided free spins which would have been played after contacting provider. And provided the winnings they did not. The last communication I received was they were going to contact the relevant department, nothing received since 24th of Feb.

Dear SusieQ,

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

Am I correct in understanding that you see no records of the free spin winnings in your gaming history?

Do you have any screenshots or videos showing the winnings you accumulated with the free spins you successfully used?

Have you tried playing this game after the error with your free spins occurred?

Please forward me the communication between you and the casino customer support regarding the technical glitch at [email protected].

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.

Looking forward to hearing from you. Thank you in advance for your reply.

Best regards,

Veronika

Dear SusieQ,

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.

1. The gaming history is not available it should be but for some reason was not.

2. I have provided my screenshots, have you received them??

3. I retried the game several times and received the technical error repeatedly. Played the same game at another casino will forward how the error should have been replayed.

Thank you

Thank you for your response and for sharing additional details.

From the screenshot you provided, I can confirm that 8 free spins were awarded. However, I do not see any records indicating the additional free spins you mentioned. If these spins are not reflected in your gaming history or anywhere in your casino account, we may face difficulties in requesting a resolution from the casino.

To clarify, was any balance unjustly deducted from your account due to this issue? Any additional details could help us better assess the situation.

Dear SusieQ,

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.

This is what you should expect to see with a casino that encounters an error during gameplay:

Bet details:

External Round ID: mk1-piwdlq4j-oshcasino_2502181422130200005

Timestamp (UTC): 18.02.2025 14:22:13

Bet amount: 1 CAD

Win amount: 88.45 CAD

Please log in to the game now your balance should be updated, and the winnings should be credited.

I encountered the same error, same game at a different casino, they should have unstuck the game impacted and completed the round to provide my actual winnings, what they have done at Dolfwin is offer me 10 as a bonus. this is why there is no details on my account to see the outcome of the rounds.. I cannot provide proof of the second set of spins awarded during the free spin play as my bet details are also not there at the casino, but they should be, there should be multiple log entries to support this but no entry at the time the spins were played. It seems they have removed all reference to the free spins, and I have to ask why they would do that as it entirely against regulations for then to alter logs of game play. Thank you

Dear SusieQ,

Thank you for your responses and for providing more details about the issue.

Unfortunately, we are unable to proceed with the investigation of your complaint due to the lack of sufficient evidence. As mediators, we require clear documentation, such as game history logs or transaction data, to move forward with a fair investigation. Since no supporting evidence has been provided, and without a full gaming history or further documentation from the casino, we are unable to continue with this case. As a result, we will be rejecting the complaint at this time.

We appreciate your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards

Veronika