WinSpirit Casino - Player faces unresolved issue with bonus winnings.

I have two problems with the same provider, PlaySpin, and the Casino Win Spirit in the previous month on separate games, both with an outcome that is unjust and cannot be substituted.

First being WinSpirit Support Ticket #2275245,

playing Thunder coins.

After winning the free spins, I noticed that in the 1-3 rounds, some of the bonus coins, mainly 2 x mini bonuses totalling $375, were not added to accumulative coins.

I contacted support and notified them of the details and asked if they could provide screenshots of the bonus rounds so that I could verify that I was correct.

After over 3 weeks and more than 30 emails back and forth with them, and having to repeatedly ask for updates with the support team, placing the blame on the provider for the delay.

After initially saying they could not provide screenshots, they have now come back with the screenshots but, funny enough, missed the 1 screenshot that I was mainly requesting, but managed to get the screenshot from either side of the round in question.

After multiple emails again, WinSpirit have come back saying that the provider can’t provide screenshots of all rounds due to technical limitations. See attached screenshot of their email.

I am perplexed as to how they can provide all rounds with the exception of 1 round that holds the information.

Dear consolidatedpm,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with WinSpirit Casino.

• Do I understand correctly you believe the result of the game rounds should have been different, but despite the casino investigating the issue with the game provider, the casino didn't reach the same conclusion?

Please understand that we are unable to confront the casino regarding technical glitches without sufficient evidence, and we understand the result of the game round is determined on the servers of the game provider. If the round was already investigated by the game provider, there is no room for our intervention.

• Did you have another problem regarding the casino in mind since you mentioned having two problems?

Thank you very much in advance for your reply.

Best regards,

Tomas

What I’m disputing is the fact that screenshots of nine of the 10 rounds of bonus spins have been provided to me yet they are saying they are unable to provide the screenshot of one round.

This round happens to be the round where the coins totalling $375 were not included in their winnings.

All I’m asking for is the final screenshot of the bonus round. This is fundamental in determining an outcome.

I find it very suspect that the round that is in question is the only round that a screenshot cannot be provided

Please see attached provided screenshots with the game in question missing.

Thanks for your replies.

I went over the evidence you provided and these are my observations:

Bet 7.50 AUD ; bonus rounds - 12 ;Winning amount: 1230 AUD

The rounds where no additional win is achieved are also included in the log. If there is an error or missing rounds, it's not apparent from the screenshots you provided.

Please let me know if there is any other information I might have overlooked otherwise the complaint will be closed due to insufficient evidence.

Thank you very much, consolidatedpm, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello consolidatedpm,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Please explain how it is possible that only the one screenshot (the most important one) is missing from your report.

Dear consolidatedpm,

We completely understand that the recent issues with the games have caused inconvenience, and we’re truly sorry you’ve faced such an issue with us.

As promised, we take full responsibility for reviewing the concerns you’ve shared, and providing you with detailed feedback is a top priority. Transparency and clarity are essential to us, so here is the detailed feedback on your bonus round in the Thunder Coins Hold and Win game.

This game has two types of bonus symbols: coins and strike bonuses (blue coins). There are two ways to trigger the bonus game:

1. When at least one coin appears on each reel.
2. When the Pile of Gold Feature is activated, which can happen when a bonus symbol appears on any reel.

In your bonus round, you had two bonus symbols that activated the Pile of Gold Feature. You had a mini jackpot symbol and a bonus symbol with a win of 37.5 AUD. The mini jackpot win totaled 187.5 AUD, making your total win for that spin 225 AUD. Then, you had two strike bonus symbols in the middle reel, which collect the wins from other bonus symbols. Along with those, you received bonus symbols with wins of 15 and 37.5 AUD, bringing your total to 277.5 AUD. During the next spin, no bonus symbols appeared, so the win remained the same, and the bonus game started.

During the bonus game, you had three respins, which can be updated if you land a coin during them. As a result of the Pile of Gold Feature activation, you began the bonus game with the strike coins, starting with a balance of 277.5 AUD.

The total win, including the guaranteed bonus game and the Pile of Gold Feature, is 1230 AUD. As mentioned earlier, no malfunction was detected, and the win was calculated correctly.

In addition to the details already provided, our support team has also shared relevant screenshots along with clear explanations to help clarify the situation. We hope this information has been helpful in addressing your concerns.

If you have any further questions or need additional assistance, please don’t hesitate to reach out — we’re here to help.

Dear casino representative,

Could you please explain that missing screenshot?

Dear Matej,

We’ve responded to you privately with full details, including official screenshots received from the game provider that confirm the correct outcome of the game round.

We kindly ask you to review the materials sent in the private message, as they clearly clarify the situation.

Please feel free to get back to us if anything remains unclear — we’re always open to further discussion.

Dear consolidatedpm,

I have reviewed all the information provided by the casino, along with their detailed explanations, and I believe there was no malfunction in the game and that the winnings were triggered correctly.

The supporting evidence from the casino shows every round, and there are no mistakes in the calculations.

Dear consolidatedpm,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Matej
Casino.Guru