Spinsy Casino - Player's winnings are denied despite evidence.

Game was supposed to activate the feature when six coins landed but feature did not activate now casino is saying there are no winnings associated with the complaint I think they're not under what I'm saying I have screenshots of the winning spin and all details associated with it however I'm getting automated responses from support I need your help

Dear odinbuck2,

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 videos, possibly your game history with the exact time of the incident, along with any relevant communication to veronika.f@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,

Veronika

I have forwarded the information requested to the above email address if you require anything else please don't hesitate to ask

Thank you for your emails.

Could you please clarify which specific feature was supposed to activate during the disputed game round?

If you're referring to the Hold & Win feature, I reviewed the game information and found the following condition:

Five or more scattered BONUS symbols and at least one COLLECT symbol trigger the HOLD & WIN FEATURE.

In the screenshot you provided, there is no visible COLLECT symbol. Based on this, it appears the feature may not have been triggered in that particular round. I would appreciate it if you could confirm this or provide additional details to clarify.

Dear odinbuck2,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.