WinSpirit Casino - Player's claim for free spins is delayed.

After having a problem arise we’re free spins were not awarded when they should have been and providing winspirit with the video.

It took more then 2 weeks later they have come back saying that the game in question should not have triggered the free rounds.

i then played the demo version on playson website and triggered the free games with an almost identical game play. 

after sending a screenshot in to winspirit support to show them the claim has still been denied.

Dear consolidatedpm,

Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.

If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.

Best regards,

Nick

Hi, I’m well aware that you can and do most of the time loose when playing slots online.

what I can’t understand is why when a games own paylines and conditions of bonus spin awards are met how they can deny that they should have been awarded.

Dear consolidatedpm,

Please note that the games are provided by external game providers and are not directly controlled by the casino. Additionally, as we have not received any betting history from you for further review, we are unable to proceed with resolving this matter.

If there is anything else we can assist you with, please let us know.

Regards,

Nick

Can you please advise on the betting history you i require as I have asked for details from the casino of all the rounds whilst playing this particular game and they have denied the request

Dear consolidatedpm,

Isn't it possible to download it directly from within your casino account or the game directly? - some games have built in betting history.

Awaiting your response.

Regards,

Nick

Apparently not with this game nor this casino I have requested this on previous occasions, I do know that other games have this ability but this provider does not that I can find anywhere

Dear consolidatedpm,

Thank you for bringing this situation to our attention.

After careful investigation, we can confirm that the issue was caused by a display error, which has been verified by the provider. We apologize for any confusion or inconvenience this may have caused. We have taken all necessary steps to prevent this from happening again.

To express our sincere apologies, we have already credited a bonus to your account.

If you have any further questions or need assistance, please do not hesitate to contact our support team — we are always here to help.

I’m sorry, but this is incorrect. Please see the multiple messages received.

-first I was told that the combination of coins on the video is not a combination that should trigger the bonus round.

-then I was told it was a glitch on my side that caused sticky symbols on the screen.

on the previous days play there were multiple times that a collection coin and one bonus coin occurred that should have resulted in a win, this was explained to Luna your VIP manager that I asked her to look into.

But apparently I had to give her an exact time of every game play as a log of the previous days play could not be provided.

You put so much onus on the customer that basically if your not screen recording every game play it’s almost impossible to give you the required information to get things looked into.



Dear ConsolidatedPM,

Thank you for your patience.

After reviewing the casino’s explanation, we find it to be consistent and reasonable. Furthermore, as there is no additional evidence available from the betting history or other sources, we are unable to take any further steps regarding this matter.

If you remain dissatisfied with the explanation provided by the casino, we recommend reaching out directly to the game provider for further clarification.

Regrettably, given the circumstances, there is nothing more we can do in this case. Therefore, we will be proceeding to close the complaint for the reasons outlined above.

Thank you for your understanding.

Best regards,

Nick