The player from Greece encounters 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, she has not received any response or acknowledgment of the issue since August 21, 2024.
Spinsy Casino - Player's winnings are confiscated due to a game error.
Amount: €53
Spinsy Casino
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Case opened
Current status
Waiting for Casino Guru to reply
4d 19h 41m 38s
Case summary
2 days ago
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1 week ago
Translation
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?
Automatic translation:
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1 week ago
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
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1 week ago
Translation
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.
Edited
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5 days ago
Translation
Good evening Niko,
Did you receive the information I sent to your email?
Automatic translation:
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2 days ago
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
Casino Guru is examining the case
Michal is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
