A player from Germany has trouble receiving her winnings from free spins, which were not credited or recorded in game history. We closed the complaint because the player stopped responding.
QuickWin Casino - Player's winnings not credited or recorded.
Amount: €70
QuickWin Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
My winnings from the free spins on the game Holmes and the Stolen Stones were not credited, and not recorded in the history. The first time it happened, I did not take a screenshot. However, I can prove it for two rounds. For two weeks, the casino has taken no action. Despite multiple inquiries, I have not received a single response from support. Unfortunately, my attachments are not being accepted here.
Automatic translation:
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1 year ago
Dear jeany198200,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Could you please forward the screenshots along with your game history to tomas@casino.guru from the time of the incident? Please highlight the exact time of the incident as well.
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.
Looking forward to hearing from you.
Best regards,
Tomas
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1 year ago
Translation
hello tomas, I send everything by mail.
Kind regards and many thanks
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1 year ago
Thanks for your message.
Do I understand correctly your free spins from the screenshot taken at 10:36 weren't credited? Could you please send me the screenshot of your game history from that time and highlight the bet when in which that happened?
Which incidents have you reported to the casino so far? Have you received any reply from the casino so far? Please send me any relevant reply you received from the casino regarding the issue. Send it to my email at tomas@casino.guru
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1 year ago
Translation
hello tomas, I got a part credited, but asked the casino to check free spins for 40 and 60 cents, because I didn't take screenshots of all of them. on other inserts such as 20 cents or 1 euro everything was well written. I sent you an email, there are screenshots of the free game and the progress. I opened the id for you in the progress where winnings were not credited.
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1 year ago
I checked the screenshots again where a bet was accepted but the result is not shown in the game history. Thank you for the clarification.
Before we confront the casino could you please send me the request to investigate you sent to the casino and any relevant responses you received from them regarding the issue? I'll await your reply.
