The player from the UK had won 29 pounds on the Big Bass Splash game, but the funds were not credited to her account. The winnings were not recorded in the game history and the player didn't have any proof of the win. We had suggested that the player contact the game provider or the licensing authority for further investigation, as they might have had a different game history recorded. Due to lack of evidence, we couldn't proceed with the complaint and it had been rejected.
MyStake Casino - Player's winnings not credited to account.
Amount: £29
MyStake Casino
Safety Index:HighSafety Index
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8.6
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
11 months ago
Public
Public
11 months ago
I was playing big bass splash and won 29 pounds this has not been credited to my account. The game stalled for a few seconds and my winnings were gone. I did not use any free spins or bonuses
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11 months ago
Dear miltonjane09,
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.
Could you please clarify if the winnings have been recorded in your game history? Do you have any proof that you won these funds?
Thank you very much in advance for your reply.
Best regards,
Kristina
Public
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11 months ago
The winnings is not recorded in the transactions section. No i do not have proof.
The game jumped and the winnings did not go onto my balance even after placing another bet
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11 months ago
Thank you for your reply, miltonjane09. I am sorry, but if this result has not been recorded in your game history you most likely saw an incorrect result on your screen when you were playing.
If there is no record of the gameplay you described or any other proof that you did win this amount, I am afraid that we can't proceed with this complaint.
I can only recommend that you contact the game provider to see if they can perhaps have recorded a different game history. You can also contact the licensing authority, as both of these establishments have more options and tools to investigate and help in cases like this.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
