WinSpirit Casino - Player faces unresolved issue with bonus winnings.

I have two problems with the same provider, PlaySpin, and the Casino Win Spirit in the previous month on separate games, both with an outcome that is unjust and cannot be substituted.

First being WinSpirit Support Ticket #2275245,

playing Thunder coins.

After winning the free spins, I noticed that in the 1-3 rounds, some of the bonus coins, mainly 2 x mini bonuses totalling $375, were not added to accumulative coins.

I contacted support and notified them of the details and asked if they could provide screenshots of the bonus rounds so that I could verify that I was correct.

After over 3 weeks and more than 30 emails back and forth with them, and having to repeatedly ask for updates with the support team, placing the blame on the provider for the delay.

After initially saying they could not provide screenshots, they have now come back with the screenshots but, funny enough, missed the 1 screenshot that I was mainly requesting, but managed to get the screenshot from either side of the round in question.

After multiple emails again, WinSpirit have come back saying that the provider can’t provide screenshots of all rounds due to technical limitations. See attached screenshot of their email.

I am perplexed as to how they can provide all rounds with the exception of 1 round that holds the information.

Dear consolidatedpm,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with WinSpirit Casino.

• Do I understand correctly you believe the result of the game rounds should have been different, but despite the casino investigating the issue with the game provider, the casino didn't reach the same conclusion?

Please understand that we are unable to confront the casino regarding technical glitches without sufficient evidence, and we understand the result of the game round is determined on the servers of the game provider. If the round was already investigated by the game provider, there is no room for our intervention.

• Did you have another problem regarding the casino in mind since you mentioned having two problems?

Thank you very much in advance for your reply.

Best regards,

Tomas