WinSpirit Casino - Player's winnings from a feature are delayed.

Won the feature it never started. This was the 2nd time this happened with this casino. As you can see in the photo I got the feature but it never began. So $63.50 plus any winnings from the feature.

Dear Ulikim,

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

• Could you please forward your game history to tomas@casino.guru? Please highlight the exact time of the incident.
• Have you contacted casino support and asked for assistance?
• Have you asked the bet to be refunded or, the result from the game round investigated?
• Have you provided detailed information regarding the game round, the time of the incident to the casino to investigate?

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 it's difficult to accept a single static screenshot as evidence of uncredited 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,

Tomas

Hi thanks for the response I have email correspondence from the casino and a screen shot of the game. I didn’t know about game history till after the fact. Do you have an email account I can forward the email I have between the casino and I. Tia Trev

Dear Ulikim,

You can share the evidence with me? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here.

I have sent emails to you Tomas

Here is another game I won free spins on that didn’t play the feature.

I am sorry for the late reply, but from either screenshot, it's not evident the game rounds should have resulted in a win.

Please let me know if I overlooked any information, otherwise, the complaint will be closed.

Both games have three symbols which obviously should start the feature. If you look at the pay tables it will show what is required for their respective feature. I have sent some more email correspondence as well. Thanks but I can see where this going.

Thanks for your reply.

Could you please specify the name of the second game? I am unable to find it just based on the picture. Please let me know.

Lucky Potion

Thank you very much, Ulikim, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.

Hey I’m done wasting my/your time nothing is going to happen. I just won’t play online anymore.

Thank you for bringing this issue to our attention.

We have conducted an in-depth review of your case and also reached out to the game provider to ensure a thorough investigation. As a result, we can confirm that the Lucky Potion is now functioning properly on mobile devices.

You should be able to resume your interrupted round and complete the bonus without any further issues.

Should you have any additional questions or require assistance, please do not hesitate to contact us — our Live Chat is available 24/7 and ready to help.

Greetings all,

I am sorry for the delay.

Ulikim, from now on, I will assist you with the case.

Dear WinSpirit Casino Team,

Thank you for your response and the update.

Do I understand correctly that the player can continue from the point where he did not receive the feature, and it should work now? Or, how can he reach it?

Is that also valid for the first case and the game "Fruit Combinator", in which he experienced a similar issue?

Will he get the mistakenly unstarted features properly now? Or how can he get it now, retrospectively?

Thank you.

Dear Ulikim,

Thank you for your patience while we thoroughly investigated this case. Following an in-depth review, we have decided to issue a compensation for the problematic round. The amount has already been credited to your account.

If you have any further questions, feel free to reply here or contact our support team directly — they’re always happy to help.

Yeah thanks I received this. I got $63 which was meant to be the starting point of the feature.

Greetings all,

Thank you both for your replies and updates, guys. What great news!

Thank you, Ulikim, for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Thank you, WinSpirit Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru