HomeComplaintsHighway Casino - Player's free spin winnings were not credited.

Highway Casino - Player's free spin winnings were not credited.

Amount: $100

Highway Casino
Safety Index:Above average
Submitted: 08 Jun 2024 | Case closed : 23 Jun 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

5 months ago

The player from Sweden had won $30 from free spins before the game crashed. Upon returning, the free spins and the winnings were not restored. Despite contacting support, the issue remained unresolved, and the player was frustrated with the response. We requested proof of the free spins and any recordings or screenshots of the incident. Due to no response from the player, the complaint was rejected as we were unable to investigate further.

Public
Public
5 months ago

I wone free spins/scatter in a game then the game crasched after 3 spins i had 15 already won around 30us and when i came back to game the freespins where gone and not money whre collected from it



Username : c***@lindviken.se

Email : C***@lindviken.se



as I can see ypou have only $30 free welcome bonus


no free spines bonus


Adalynn


it where a bonus game in the game a scatter


catter Symbols

Scatter symbols can appear anywhere on the reels. Scatter symbols for this game include:


Bonus Round

3 = BONUS ROUND (max payout = € 250.00)


ok. From my side all is good. you can make deposit and play again


Adalynn


but i had a bonus game that i won


and when i went back it where no bonus game i the money i won in the game where not collected


This is how cashout from a no-deposit bonus works: after you complete the wagering requirement of the bonus, at least one deposit is required before you can request a cashout. Please take into consideration, that a minimum amount to withdraw is $100. In case the maximum cashout of your bonus is lower than that, the difference should be covered with your deposit (e.g. the maximum cashout of $60 means that at least $40 deposit is needed). After that, the deposit has to be wagered once (meaning that you need to place bets for the same amount that you deposited). Please also note that the minimum amount for a cashout may vary depending on the chosen withdrawal method, and may require a higher deposit respectively.


Adalynn


i do not want a cashout


i want the money i won i can contiue playing


and on feeling any trust in your casino


atm


if things i won


are not collected


please kindly note that you cant have two active bonus


Adalynn


wth


wtg


wtf


is a part of the game i played


can i please talk to someone else


all games have scatter/freespins element


s


this f***ing the worst experience i ever had


do you understand the problem and its not a bonus


its part of the game


I apologize for the long wait; I just need a few more minutes to check your request.


Adalynn

Edited by a Casino Guru admin
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5 months ago

Dear cvvrrr,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. The games in the casino are programmed to continue even when the connection between the server of the game provider and you are disconnected. If such an event happens, you can see a different result on your screen than on the casino server. If two different results exist, the correct one is the one on the casino server.

Please allow me to ask you a few questions, so I can understand the whole situation completely.

  • Do you have any proof that you received and played with the free spin bonus?
  • Do you save any video recordings or screenshots showing this incident?
  • Is this game session recorded in your game history?

Thank you very much in advance for your reply.

Best regards,

Kristina

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5 months ago

Dear cvvrrr,

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.

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5 months ago

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.

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