The player from Austria encountered a technical issue while playing the slot game Fire in the Hole xBomb, which resulted in interrupted free spins with a displayed win of 3861x. Casino Win2Day credited only €2.58 and considered the case closed. The player disagreed with the decision. We determined that the casino was not responsible for the technical issue and recommended the player contact the game provider directly. The complaint was rejected due to the player's lack of response.
Win2day Casino - Player disputes game interruption and win calculation.
Amount: €772
Win2day Casino
Safety Index:Very highSafety Index
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9.8
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 months ago
Public
Public
6 months ago
Translation
Hello,
I hope you can assist me.
I hit free spins on the slot Fire in the hole xBomb (No Limit City), which displayed that I had won 3861x the bet.
Unfortunately, the game did not end due to a sudden technical error.
You can see the replay here:
https://fan.nolimitcity.com/replay/ukibamuzusagisopubaradamupurutudaikedadakipahitoyurehara
Win2Day returned to me €2.58 of game credit and considers the case closed.
I do not agree with this decision.
Thank you for your efforts.
Automatic translation:
Public
Public
6 months ago
Hello f5cfwmt2b7,
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.
Regards,
Nick
Public
Public
5 months ago
Translation
Hello,
I already sent you an email 3 days ago with all the screenshots and recordings.
Unfortunately I have no way to export the list as Excel.
Automatic translation:
Public
Public
5 months ago
Dear f5cfwmt2b7,
The casino is not responsible for such technical issues as they only offer the games to play from the providers. We have currently received other complaints regarding the same issue but in a different casino so it is not related directly to Win2day. I would recommend you to contact the game provider of the game directly to resolve this matter as the casino has no other information as your betting log.
Is there anything else we could assist you with?
