The player from Greece encountered an issue at Spinsy Casino where a game error occurred during free spins, resulting in a loss of €53.50 in winnings. Despite providing screenshots and contacting the casino for resolution, he had not received any response or acknowledgement of the issue since August 21, 2024. The Complaints Team investigated the matter but concluded that as the issue arose in the "bonus free spins," in the game itself, these unfortunately cannot be considered as real money. The roud where the bonus funds were "won" was not properly concluded, thus the winnings were not confirmed as legitimate. The casino was unable to credit any winnings not confirmed by the game provider, resulting in only the bet amount of €0.20 being refunded. The casino's actions were deemed according to their rules, thus the complaint was closed as rejected, with the player advised to contact the casino's licensing authority if he disagreed with this outcome.
Spinsy Casino - Player's winnings are confiscated due to a game error.
Amount: €53
Spinsy Casino
Safety Index:HighOther
REJECTED
Case summary
Good evening,
On 21/08/2024, I was playing at Spinsy Casino, specifically on the game "Convertus Aurum." I received the bonus free spins and during the free spins, I got two more sets of ten extra spins, totaling 30 spins. When I reached the 18th out of the 30 spins, and with winnings already at €53.50, the game encountered an error and prompted me to reload the game. After two or three attempts, it let me back in, but instead of resuming from the 18/30 spins with €53.50 winnings, the game showed that I was on the 18th out of 20 spins with winnings of €24.80. After completing the spins, the final amount of €33.80 was not credited to my account. I have screenshots showing all the errors and amounts, and the first thing I did was contact the casino. I sent all the necessary details of the incident, but from 21/08/2024 until today, I have not received any resolution nor any official response from them, either via email or the chat.
It should be noted that the minimum disputed amount is €53.50, because for the remaining spins that the game missed, the amount would have been higher as the feature with the wilds covered all the lines in the game.
Can you please help me?
Dear DimitrisC,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history in Excel format to nikolas.b@casino.guru? Please advise the exact time of the incident.
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, 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.
Regards,
Nick
Good evening Niko and thank you for your reply. I have forwarded all the information to your email regarding the incident. It should also be noted that the game was still available on their site for about 2 days after the incident and I went in to do a test as they told me, maybe they credited them but then they took it down from their site and it is no longer available, so I can no longer check the status of the game.
Good evening Niko,
Did you receive the information I sent to your email?
Dear DimitrisC,
Thank you for providing the emails. I can confirm they have been received. As we will need further information from the casino, I will be passing your complaint to my colleague Michal (michal.k@casino.guru), who will be assisting you moving forward.
Wishing you the best of luck in resolving the matter.
Kind regards,
Nick
Do I need to do something? Thank you very much, I await news from your colleague
Hello DimitrisC,
I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite Spinsy Casino to join the conversation.
Dear Spinsy Casino,
Can you please provide more information regarding the player's "lost" winnings? Has there been any explanation from the game provider as to why the winnigs were not credited to the player's balance?
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear Customer,
Thank you for reaching out.
We would like to inform you that your missing winnings request is currently being checked by the relevant team with the game provider involved. We will let you know as soon as there is an update.
Best regards,
Customer Support
Thank you for your reply,
It's just that the problem has existed since 08/21/2024. Since my first update, has the provider not yet responded to you? I am at your disposal for any information you need and I await your reply.
Thanks in advance,
Dimitris H.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Hello DimitrisC,
We hope you find this email well!
As we checked the account we can see your winnings (bet id - 543212782981568) was cancelled because the bet was in running for 21 days. Hence, the bet amount of 0.20 EUR was re-credited to your account.
If you have any additional questions, please, do not hesitate to contact us via email support@spinsy.com or via Live Chat.
Best Wishes,
Spinsy Team
What do you mean it was going on for 21 days? Since I won, my winnings should not be credited to my account especially in this case where the mistake - error is not on my part; I am asking for my winnings to be credited in full as I legally deposited money legally placed the bet and never received the winnings. Your response is unacceptable especially after so much time that you did not clarify the problem that arose. Please take the necessary legal actions immediately. As you demand that the players be okay in trading with you, so I demand for every reservation of my rights that my legal profits be credited. Thank you
Dear Spinsy Casino,
I am interested in understanding the reasons behind the bet being active for 21 days and how the player may have had an impact on this situation since this affected their winnings.
Hello DimitrisC,
We hope you find this email well!
As we checked we could see the round being open more than 21 days was due to technical issues from providers side. If you could have cleared cache and cookies and re-enter the game. You can see there was 0 winnings and hence, the bet amount of 0.20 EUR was return to your account.
If you have any additional questions, please, do not hesitate to contact us via email support@spinsy.com or via Live Chat.
Best Wishes,
Spinsy Team
Good morning,
Following your guidance on the same day of the event I cleared both cookies and cache (which I also mention in your chat conversations) and on mobile and tried from my computer as well and the winnings were still displayed albeit incorrectly but never credited. Until the day you downloaded the said game from your site I went to see and the profits were there I don't understand what is meant. And I don't know if I care at all that the round was active as you say for 21 days, that's up to you and the provider. I joined made a deposit at your casino played won and never got my winnings as shown in all the screenshots I have provided you. I am asking for your actions so that I can receive my legitimate earnings. Thank you very much
Hello DimitrisC,
Thank you for your patience!
We would want to inform you that your bet (ID - 543212782981568) did not win the round and as the bet did not win anything hence, we returned the bet amount - 0.20 EUR. We were only informed by the provider that regarding the round :- 21 days passed hence the round was canceled.
If you have any additional questions, please, do not hesitate to contact us via email support@spinsy.com or via Live Chat.
Best Wishes,
Spinsy Team.
Dear DimitrisC,
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.
Sorry for the delay in replying,
@Spinsy Can you tell me how the round didn't win while it gave me a bonus and took out a final amount of winnings?? So you want to tell me that there is no assurance and assurance for your players from your side and that at any time and moment their profits can be virtual?? I can neither understand your attitude nor your approach to the matter. How can a machine show that it has put me in bonus spins when from the beginning, as you say, the round was lost and I did not win anything. Also as you said the provider replied that 21 days had passed so the round was canceled AGAIN it is not my problem but YOURS as I informed you directly and you have been telling me for over a month that YOUR department has taken care of it and that you have no answer and let me be quiet, so if the round was canceled due to your own delay or miscommunication of your departments you are accountable and responsible to compensate me.
@Michal what procedure can I follow and who should I turn to in order to resolve this issue even legally because apart from being infuriating it is also unacceptable. And it's not so much about the money anymore but now I've taken it personally and I won't let it go. Who protects the players for their winnings if the casinos take such an attitude and with ridiculous excuses "cancel" / "delete" the winnings of the players?
Hello DimitrisC,
Once again we hope you find this email well!
As we informed you earlier that your bet (ID - 543212782981568) did not win the round and as the bet did not win anything hence, we returned the bet amount - 0.20 EUR. Later , this amount of 0.20 EUR was used.
We were only informed by the provider that regarding the round :- 21 days passed hence the round was canceled. And as the round was cancelled by the provider. Hence, no further action was taken from our side.
If you have any additional questions, please, do not hesitate to contact us via email: support@spinsy.com or via Live Chat.
Best Wishes,
Spinsy Team.
Dear DimitrisC,
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.
Dear DimitrisC,
While I understand that your lack of response may stem from not being willing to waste your time and energy pursuing this case without a clear perspective of a positive outcome, we found ourselves in a position where there is nothing else that can be done. It is important to note that the situation is not a result of your actions, and it is entirely reasonable for you to expect the games to function correctly.; however, on the other hand, even the best games in the best casinos on the market can occasionally experience issues or glitches. As the issue arose in the "bonus free spins," these, unfortunately, cannot be considered as real money, thus the casino could refund only the real funds of 0.20 EUR, which was the bet placed for that round. I fully understand that from a user experience point of view, this is far from ideal; however, as was explained, due to some unexpected system error or glitch, the round was not properly concluded, thus the winnings were not confirmed as legitimate.
Regrettably, the casino is unable to credit any winnings that are not confirmed by the game provider, making the refund for the bet the only viable course of action available to them. Although I attempted to propose that the casino, in a spirit of goodwill, consider awarding you these winnings despite their unverified status. Regrettably, we could not reach an agreement on this matter. There were apprehensions that such a decision might establish a precedent that could be detrimental to them in the future if they were to deviate from their established rules. I had to acknowledge this concern from a strictly technical perspective.
I understand the outcome of your complaint was not what you expected, but for all the abovementioned reasons the actions taken by the casino team were according to their rules thus we have to close this complaint as rejected.
You are of course entitled to disagree with our conclusion and may reach out to the casino's licensing authority if you believe you are justified in your stance. Please inform me of the authority's decision should you pursue this course of action at michal.k@casino.guru
I am sorry we could not be of more help on this occasion. Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.
Best regards,
Michal
Casino Guru
