WinSpirit Casino - Player's issue remains unresolved after 25 days.

 i have a issue with my account, while betting on evolution i place a $300 bet then it was cancelled, after few seconds my balance went down from $1300 to $100 then came back to $400, after i report to evolution and gave me 48 hrs to resolve the issue, after 48 hrs of investigation they passed the resolution to this casino since then ive been waiting for 25 days now still they dont give me an answer on my case

Dear pat3xio,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve been facing with your account and the delayed resolution of your case.

To assist you better, could you please provide a bit more information regarding the situation:

• When your balance fluctuated, did you receive any notifications or error messages from the casino that explained what happened?
• Have you had any communication with the casino since Evolution passed the case to them? If so, what was their response, and did they give any indication of when the issue might be resolved?
• Have you experienced similar issues in the past with this casino, or is this the first time something like this has happened?

If you have any emails, screenshots, or other relevant communications that could help us understand your case better, please forward them to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

my balance was $1300 then i placed a $300 bet on baccarat, then i got message that it was rejected then mu balance went to $100 then went to $400, right away i message evolution and they told me that my bet was rejected and gave me a ticket number, i communicate with the casino and they told me they are waiting for evolution on their investigation, i communicate with evolution after 48 hrs and they told me they already have a resolution and they already passed to the winspirit casino, i constantly communicate with the casino support but they keep on telling me they are waiting for evolution gaming, they only have 1 answer they are waiting for evolution gaming thats it.

this is my 1st time it happen to me, i played lots of casino and it never happen to me like this, i keep on communicating with evolution and ask them what is their resolution, they are telling me that they passed the resolution to the casino and it was been resolve long time already, but the casino are keep on saying they are waiting for evolution gaming responce

Hi pat3xio!

We sincerely apologize for the long wait time and the situation in the Lightning Baccarat game. We are truly very sorry that this happened. We would like to inform you all that our specialists refunded rates in the time period of 07/23/2024, 07:05:15-07:05:40 UTC of 900 CAD. Also please note that in total 4 bets of 300 CAD were returned to you, one of the bets of 300 CAD was returned automatically, the other three 3x300=900 CAD were returned by our specialists.

Once again we apologize for the temporary inconvenience caused. If you have any questions or concerns, do not hesitate to contact us.

thank you so much, it was resolve already because of you guys, you did a great job..

again thank you

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, pat3xio, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru