SpinBet Casino - Player’s winnings are uncredited due to a technical issue.

Casino Name: SpinBetGame Provider / Title: Playson – 3 Pots Riches Extra: Hold and WinBet Size: $0.20 (Raw Cash)Total Disputed Amount: To be calculated by the server logs (Uncredited/Corrupted Bonus Feature)Detailed Description of the Issue:I am filing a formal dispute against SpinBet regarding a critical technical malfunction, software disconnect, and subsequent wallet synchronization error on the Playson slot game "3 Pots Riches Extra: Hold and Win."While playing with raw cash at a $0.20 bet, my spin successfully triggered an enhanced, rare Triple-Feature Hold and Win Bonus Game. As clearly visible on the background layout of my screenshot, this simultaneously activated all three feature modifiers on the reels: the Green Pot (Double x2 feature), the Red Pot (Mystery MAJOR feature), and the Blue Pot (Collect 78x feature).Precisely at the moment this high-value feature round was loading and animating, the game suffered a severe connection timeout. The software completely corrupted mid-transition before the bonus spins could actually execute on my screen. I have documented this ongoing system failure with three chronological screenshots:Screenshot 1 (The Crash State): Shows the game frozen on the bonus transition screen with the active feature modifiers highlighted and a loading/buffering clock icon stuck in the center of the reels.Screenshot 2 (The Connection Error): Shows the explicit black system dialogue box stating "Connection lost. Click anywhere on the screen to reconnect."Screenshot 3 (The System Lockout): Shows my current state across all mobile and desktop devices. The game loading bar successfully downloads assets to 99% and permanently stalls indefinitely, locking me out of the game entirely.The Core Dispute:I contacted SpinBet Live Chat Support to report the crash and lockout. The agent summarily closed my ticket, stating that my session was marked as "finished appropriately" on their backend dashboard with a $0.00 return.To any technical mediator, the 99% permanent stall proves this is inaccurate. When a connection drops during a major feature transition, the game server often forcefully terminates or attempts to auto-complete the round on paper. However, because of the live buffer, an API wallet handshake failure occurred. The financial data packet containing the calculated payout from this triple-feature round completely failed to sync over to my SpinBet player account ledger, resulting in a false $0.00 balance update.SpinBet is using a surface-level "Completed" status log to dismiss a clear server-to-wallet data communication error. I request that CasinoGuru mediators contact SpinBet management to have a senior technical compliance manager pull the raw data logs directly from Playson to audit, simulate, and manually credit my account with the rightful payout from this blocked feature round.

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

Hey. I've emailed you. Waiting on your response.

Thank you for your response. Unfortunately, I have not received any emails from you. Could you please let me know which email address you used? Additionally, have you sent the information to attila.g@casino.guru?

Thank you for your patience and cooperation.

I'll resend the email if it will help

Hello StutterBoxTM,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear StutterBoxTM,

Thank you for providing the additional information and screenshots.

We understand that you experienced a connection issue while playing 3 Pots Riches Extra: Hold and Win. However, a connection error on the player's side does not necessarily mean that the game round failed on the provider's server, as the round may still be completed and settled server-side.

Most importantly, the game history you provided does not show the winnings you are claiming. The relevant entries are recorded as completed with either a $0.00 or $0.06 payout. While your screenshots confirm that a connection issue occurred, they do not establish that a specific amount was won and should have been credited.

Without evidence contradicting the recorded game results, we have no grounds to conclude that the game history is incorrect or that the casino owes the disputed winnings.

For these reasons, we are unable to proceed further with the complaint, and it will be rejected due to insufficient evidence.

Thank you for your understanding. I am sorry we could not assist you further in this case.

Best regards,

Attila