The player from Austria encountered issues with the Take-off game, where the game stopped during winning sessions, forcing him to restart multiple times. He consistently faced higher bets to continue, and his winnings had not been paid out. The Complaints Team requested supporting evidence, including screenshots and game history, to investigate the issue. However, due to the player's lack of response to follow-up requests, the complaint was rejected.
Win2day Casino - Player’s winnings are not paid out.
Closed
Our verdict
Player stopped responding
Amount: €500
Win2day Casino
Safety Index:Very highCase summary
Discussion
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6 months ago
Translation
I was winning in the Take-off game and then the game stopped while I was winning and I had to start over several times. Each time I couldn't continue because I had bet at least 1000 times the amount the first time and the winnings weren't paid out.
Automatic translation:
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6 months ago
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 veronika.f@casino.guru?
Have your bets been deducted from your gaming history even though the game froze and you did not receive your winnings?
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
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6 months ago
TranslationHello Veronika, unfortunately after the game restarted I took a screenshot, or rather a few, and no video, also because I was playing on my cell phone. And the first time, when I was very far into the countdown, I didn't think to take a screenshot, but I would certainly have won 1000 times my winnings in that time, but it was still over 100 times, which is why I claimed €500, even though I certainly would have won more! But Win2day hasn't even refunded me the amount and only paid out the upper amount of €7.48. I also didn't get the lower game with a €5 stake and this was already at 100 times!! You will get the screenshots again and what's more, the casino was not prepared to solve my problem; just because I complained by email, instead of apologizing, they blocked my account! I've lost over €12,000 in this casino alone in the last two years, and now I've seen from your comments that it's very difficult to win at this casino, which is also the reason for my high loss! I also had some free lottery games and credit on my account, but because I'm blocked, I can't use them either! I'd be happy to show you all the deposits via bank statements. You'll also receive the email I sent to Win2day and the screenshots...
With the request for processing because this was absolutely not a fair approach by Win2day.
Many thanks in advance
Best regards
[name hidden by Casino Guru]
Edited by a Casino Guru admin
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6 months ago
Thank you for your reply and for providing us with more details. I would like to clarify a few important points regarding technical issues during gameplay.
If a game is interrupted or disconnected for any reason, the round itself is always finalized on the casino’s server in the background. This means that even if the game freezes on your device, the outcome is still recorded and available in your game history. Disconnections may occur due to various reasons, including issues on the player’s side (internet stability, device performance, or other technical factors), and are not necessarily caused by the casino.
Please also note that we cannot proceed with complaints based on "potential winnings." We can only review and act upon confirmed outcomes that are recorded in the official game history.
To continue with your case, we kindly ask you to provide a screenshot of your game history from your casino account that shows the exact rounds in question. This will allow us to verify whether there were any discrepancies between what you experienced and what was officially recorded.
Without this type of evidence, we unfortunately won’t be able to move forward with your complaint and will have to reject it.
I hope you understand our position, and I’ll be waiting for your update.
