WinSpirit Casino - Player’s winnings not paid after disconnection.

Hello thank you so much for getting back to me. Sorry for taking so long to reply I've been dealing with winspirit on a separate issue that I'm also hoping you can help me with because it involves winning a lot of money. When it comes to asking for bet history I have emails showing that they said their system is not capable of getting me this information which I think is wrong. I really need it for a situation in where I was paying mega lucky ball fire blaze. I was playing that game I made a bet the BET was accepted and the game started, at that point connection was lost on my phone and when it refreshed the game was still playing and it said I needed to wait for next game even though the money was taken out of my balance. the game hit a bonus a very big bonus but I was not paid any of the winnings from that winning game. this actually happened two times where I made the bet the BET was accepted the game started and then the connection was lost both times money was withdrawn from my balance and no winnings were won, this happend the same day. I contacted help support and they showed no history of this happening and I asked for my bet history because they would be able to see that the money was withdrawn out of my balance. I believe they should be able to see anytime money goes in or out of your balance and this would have proven that my bet was accepted. The money did however go back into my balance later on that day but that is not what I wanted. the games that I bet on were very big winners because the bonus was hit so I was out a lot of money that I should have been entitled to. I repeatedly asked for bet history or withdrawal history from my balance but was told that they were unable to do so because of the capabilities of their system. I have emails and screenshots of all of our conversations but nothing was resolved I was never given the winnings that I should have received. And just today I was playing a game I won $50 when I exited the game the winnings weren't showing I would again went in to help support and ask them about it and they said record show no such thing thank goodness I took screenshots of the game history clearly showing I won this money and was immediately told that they'd have to escalate this to the games Department. I also have the conversation history and screenshots. In regards to my original post I was able to play the games that they said I wasn't allowed to play and when I asked for bad history they said they weren't able to because of the capabilities of their system. Can you help me on what I can do I'm most upset about the two games in which I should have won a lot of money and I'm really hoping that you can help me out somehow

Dear Kezlor

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly the 2 bets don't seem to be recorded in your bet history?
• Based on what information are you asserting the bets were accepted in both situations?
• Was the amount of bet returned on these 2 occasions? What were the circumstances and how were they recorded?
• Are the 2 rounds identifiable by a game round number or other identifier?
• Please share the supporting evidence in the form of screenshots and your communication with the casino or send the information via email at tomas@caisno.guru

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Tomas

Hello Tomas

thanks for your help on this

your questions are answered below

Do I understand correctly the 2 bets don't seem to be recorded in your bet history? I can't see my history from the game it was blank I have attached my first help request and a screen shot. help would not send me my full history with the game when I asked

Based on what information are you asserting the bets were accepted in both situations? after I made my bet the screen had a pop up saying bets accepted

Was the amount of bet returned on these 2 occasions? What were the circumstances and how were they recorded? yes the money was returned later that day to my balance I believe but not 100% I asked for history from my balance of money coming in and out and was told that wasn't possible. I will attach all of the emails back and forth. there is a lot of them and they never reply with my email that i send or my reply for some reason, but I will copy them and paste into a word document so they are all in order and you can see the run around that I have been getting. I will have the real emails too if you would like them.

Are the 2 rounds identifiable by a game round number or other identifier? no but I have the exact time for one game and a small time frame for the second one.

Please share the supporting evidence in the form of screenshots and your communication with the casino or send the information via email at tomas@caisno.guru I'm going to email you all the screen shots and emails.

please note for the second complaint I will send you screen shots of the game history my chat and emails this isuue is very easy to see that they had an error and will do nothing about it and the lies they are trying to tell. this is for the game Hawaiian night and a no pay of just over $50

again thanks for your help

Dear Kezlor,

We are deeply sorry to hear about your experience. And we would like to clarify some information regarding your request. Our support team has provided you with a history of your bets in the game, asking you to identify specific rounds for further verification.

However, you stopped responding and we were unable to complete the investigation. Please contact our support team for further clarification. Because without your cooperation, we will not be able to help you.

Thanks to both parties for the reply.

Dear Kezlor,

Please let me know if this opportunity will bring you closer to a successful resolution of your complaint. Kindly let us know how the investigation progresses.

I did reply asking for my balance history as the bets were not on that list but the money for the bets was taken out of my balance and then returned later that day. Send me my balance history and I will show you where this happened. Tomas I have all the email history and some more information that I tried to send to your email you provided but it was sent back stating the email did not get received maybe because of size or incorrect email. The email I sent to was tomas@caisno.guru. let me know if that's the correct email if not what is the correct email and I will send again

Or if there is a way to attach files a can add all the documents I have on here.

Thanks again for your help

tomas@casino.guru is the correct email. Please send any supporting evidence there.

Ok I tried to send to that address and I got a message that it wasn't received. Is there a restriction on size or file type?

Dear Kezlor,

I am not sure about the precise file size limit.

Try either

A) compress the files (using WinZip/ Winrar) and try sending the files

B) upload the file to a file repository (such as Dropbox/Onedrive) and share the link to the folder with me either here or to my email.

Dear Kezlor,

Thank you for your cooperation. We appreciate you giving our support team more information about your case. At present, we are in communication with the provider with the aim of promptly resolving your concern.

Our support team will keep you informed about new updates on your case. Additionally, please do not hesitate to contact our support team at any time.

Thank you for understanding!

Thanks Tomas for the info about sending a link for a shared folder i will do that.

Winspirit This what I sent your team last week.

I have done some looking and the bet made around 4:40pm MST (10:40pm utc) was for $110 this game will be easy to find from the game provider because the mega ball bonus was hit at that time and they don't hit often so you can ask them what game had a mega ball bonus card hit during that time I think it was the Grand max x700 bonus card that was hit. The second bet was around 7:05pm july 16th MST (1:05am July 17th UTC) and the amount of the bet was $220 same thing this game will be easy to find from the game provider because the mega ball was hit at that time and they don't hit often so you can ask them what game had a mega ball bonus card hit during that time and this time the MEGA bonus card max X2500 was hit. As for what my balance was before and after I don't have that information. I bet on every player card (8 cards) and all 3 bonus cards for the games mentioned above, and All 8 players cards were showing and the numbers that were shown on the cards turned red when the corresponding ball was drawn. You do not get to see the players cards or numbers hit unless you bet on them and your bet is accepted. If you don't bet on the players cards you only get to see the bonus cards and it says relax and enjoy the show. I have attached a screen shots showing what I mean when you don't make a bet. So I made the bets , bets were accepted and the game started and I could see my cards and my numbers being hit MEANING I WAS PLAYING THE GAME BEFORE THE GLITCH. for the bet of $220 You can see from the game history I was playing every game in consecutive order starting at 2024-05-17 00:57:30 and ending at 2024-05-17 01:02:18 I wouldn't just stop, I had a lot of money in my balance and kept playing. I believe it was the next game that hit the bonus. For the first bet I believe it was the next game after 2024-05-16 22:44:15. Below are screen shots of the games from the history that you sent, that I believe the next games after the ones below are the ones that hit the bonus that I didn't get my wins from.

And this was the response that I got that had nothing to do with what I sent.....

image

Hi Ryan,

Hope you are doing well!

We sincerely apologize for the delay in our response. We understand that it may have caused inconvenience, and I regret any frustration it may have caused.

We are reaching out due to your recent request about the issue with Mega Fire Blaze Lucky Ball Live.

Please be so kind to find details of the round that was sent to us for checking by you.

image

image

If you have any further questions, concerns, or suggestions, please do not hesitate to contact us through email or chat. We are working 24/7

Dear Kezlor,

Thank you for providing your feedback. We genuinely regret that our support team misinterpreted your message. We have already credited you with a bonus as an apology for the wait.

Furthermore, we appreciate you providing the details of your case. We have already taken them into work and are in touch with the provider. As soon as we receive the necessary information, our support team will reach out to you.

Thanks both parties for your reply.

Dear WinSpirit Casino,

We'll wait for the investigation from the game provider to conclude. Please inform us about the result. We understand the process might take some time. Since it's an issue that depends on the result of a third party, I'll set the timer to 14 days. Kindly provide an update within this time.

Thanks for your continuous assistance.

Dear Kezlor,

Thank you for your patience while we investigated the issue you reported. We have double-checked the game sessions with the game provider as per your request, and sent you the results of playtech sessions on your email. Furthermore, we reviewed the session you mentioned. All rounds were correctly played, and the winnings were credited to your account as per the game rules.

However, you wrote that the bets were returned to you and the winnings were not paid out due to a glitch. Thus, we have requested a re-verification from the provider and at this stage your case is again under consideration.

As soon as we receive updates on your case. Our support team will notify you of the results of the check. If you have any further questions or need additional assistance, please feel free to reach out.

Dear WinSpirit Casino,

Thank you for your cooperation in this matter.

Dear Kezlor,

Have you been updated regarding the winnings from the bets? Have these been accounted for yet?

I appreciate your input.

No they didn't check the games with the mega ball bonus that I asked for and have not shown me my balance history durning that Time. The balance history is what with proove what I am talking its about it's the only thing that will provewhat i am saying. The games I asked to see were the games that the mega ball bonuses hit during my bets the bet history shows this. right when they stop showing i played is when these issues happened and its those games that it happened on, and if you were to look at my betting history algorithm you would also see that I would have bet on those games I don't just join a game and not play or o ly play one round especially when I have a big balance as I did.

Daer WinSpirit Casino,

• Were the correct game rounds checked by the game provider?
• Could you please update us on the result of the investigation?

I appreciate your cooperation on this matter.

Hello I received the same history as before and this was my reply

Hello Olivia

This is still showing me what the game provider has in it's history and wont show or prove what I am trying to explain. Can you get the games history not my history. I want to see what the games outcomes for the times I have listed I want to see the games that had the mega ball bonus hit and then if you can cross reference this with winsprits balance history for my account. If I can have winsptits balance history not the game providers, then you can see money removed from my account and then later returned. This is the information that is needed please.

Dear Tomas,

We have emailed you with the results of our investigation with the provider. Our investigation has also been confirmed by the attached screenshots. Kindly peruse your inbox. If you have any questions, please let us know!

This is very unsatisfactory as I know what happened and know what I witnessed. Why can't you send me winspirits balance history for my account and not what the game provider has as you will see the balance go down and then later returned during the times I listed. You will also see that mega ball bonus games were played even tho you have told me you can't share the providers games history durning that Time because of confidential reasons. I know what happened but can't prove it unless I took a video of me playing which is unfortunate that's the only way to prove when issues happen. So many time I have been told by your support people that things didn't happen until I send a screen shot then all of the sudden you believe what I am saying. Who does a online casino not have the capability to see everything that happens. This was the reply I got from support.

This is Olivia from WinSpirit. I hope this email finds you well 🙌

We apologize for the delay in our investigation. After a thorough review in collaboration with the game provider, we can confirm that the rounds were played correctly within specified timeframe.

Both our balance statement and the provider's records show that the sessions were played correctly within the specified timeframes (To see the the balance chances please refer to the document provided prior). The bets are accurately recorded, with no bets returning to the balance. Our internal investigation and the provider's analysis have verified the correctness of the bets made.

Regarding your request for a complete game history, including bets you did not place, the provider is unable to fulfill this due to confidentiality policies.

If you have any further questions, please feel free to reach out.

Best regards,

Thanks for the feedback and the provided evidence. I'll go over the evidence from both parties and give our conclusion as soon as possible.

Thanks for your patience.

Dear Kezlor,

the evidence from the casino points out that the bets you identified as problematic weren't winning bets for you nor did it seem balance increased due to the cancelation of bets.

Unfortunately, we can't argue against the evidence provided by the game provider in this situation without evidence that contradicts these records.

I apologize for the disappointing result of your complaint. Please let me know if there are any circumstances I might not have considered, otherwise the complaint will be closed.

Hello Thomas I can't express to you how upset and helpless that this has made me feel I have now sent you videos and screenshots of issues that prove that there are problems with wind spirit system that there is no protection for me as a consumer and the only way for anyone playing an online casino to protect themselves is to take videos this is absolutely absurd how are there not protocols and things in place when dealing with people's money and safety please let me know that you've received everything that I have sent you now. You have no idea what it feels like to be a gold VIP member and spent the money I have spent to then bring up issues that in comparison are very small to the amount of money that they have received from me. I have email screenshots and videos and I should never have to actually have these things you are assured that playing these sites are safe but you are not protected and will be called a liar and being accused of false saying there are issues when they're absolutely was and there is nothing you can do unless you have concrete video evidence it's absurd. Please let me know that you've received the things I've sent you thank you

I would also like to say every that everyone involved here has no idea what it is like to go through this to have no Avenues to go through to have no access to the information that you need and to be called a liar. You have no idea how hard and frustrating it is trying to grab screenshots every time something happens and being two seconds too late because of how fast things move on these games and being unable to capture what you need to capture because you absolutely have to prove yourself if you don't you are just told you were wrong that the game provider is said that this didn't happen over and over and over again they have to learn how to take videos of your sessions to be able to figure out how to trim the videos just to be able to send it because the files are too large just to have to do that how is this not Criminal how are there not systems in place to protect the consumer and where does a person go when they know what they are telling you is absolutely true and factual but then are told that it is not and it didn't happen I'm very thankful for you Casino Guru people because at least there is someone that is the least looking into it's just unfortunate that you are fed the same incorrect information that the consumer is fit fed and then need to make a decision based on that incorrect information leaving the consumer in the same position he was at the beginning helpless and wronged

Hello Tomas I have sent more stuff for you to review and I sent you a link to a one drive folder with everything.

Thanks

Hello Tomas I keep getting this error. Please let me know if you received anything like the link to all the files.

Delivery has failed to these recipients or groups:

tomas@caisno.guru (tomas@caisno.guru)

Your message wasn't delivered. Despite repeated attempts to deliver your message, the recipient's email system refused to accept a connection from your email system.

Contact the recipient by some other means (by phone, for example) and ask them to tell their email admin that it appears that their email system is refusing connections from your email server. Give them the error details shown below. It's likely that the recipient's email admin is the only one who can fix this problem.

For Email Admins

No connection could be made because the target computer actively refused it. This usually results from trying to connect to a service that is inactive on the remote host - that is, one with no server application running. For more information and tips to fix this issue see this article: https://go.microsoft.com/fwlink/?LinkId=389361

Hello Tomas there is no way to email your address of tomas@caisno.guru and I'm not sure why I will now try from my goggle account Nd see if that works

Ok says email address doesn't exist can you please me an email and at least see if I can receive something from you? Also here is a link hopefully it works for you

[removed by Casino.Guru admin]

I deeply apologize.

I seem to have provided you with my email with a typo on one occasion, which I have overlooked. Later I provided the correct email, which is

tomas@casino.guru

the typo was misspelling the word "casino"

I failed to notice my earlier mistake till now. Please send me the evidence again to the correct email.

I'll look at the evidence as soon as possible.

Ok I have you some emails and a link to a drive folder

Thanks for supplying the evidence and for providing the communication between you and the casino.

I observed a few inconsistencies. for example due to the game inaccurately not into account your decision to 'call' resulting in 'auto-fold' in a Hold'em Poker game or the balance of your account readjusting without apparent reason.

In similar situations, it's up to the servers of the game on how the result of your inputs is taken into account. I understand that this kind of issue doesn't instill confidence, however, the situation itself is not enough for us to consider the actions of the casino as unfair and the results of their investigation as invalid. If the issue happens to you repeatedly due to your inputs not being taken into account, it appears to be due to the error of the games, and not the casino.

Consequently, we have no reason to disregard the casino records in previous instances you described it happened.

I'll await your reply.

Hello Thomas Thanks for reviewing could I ask you to maybe look into the share file again that I sent just because I've added all the instances where my bet was accepted the game is played my hands are won and no winnings are given and money is removed from my account. This has happened over 48 times now and in different games not just three card poker but Casino hold them and now Baccarat, there's a video it would be the newest video that was added it's shows the exact same thing, bets are down and and is won money is disappeared. I also have a video I believe it's on there where the bets were made and it's just disappears there's no there's no hand one or anything and the money is taken from my account and never returned and all instances. I will go in there and rename the ones I'd like you to look at and rename them as Casino Guru please review. I'm a little confused that the exact same situation happened 48 times and in different games how my case can't be considered because the exact same thing happened in this case, the unfortunate thing is I just didn't have a video so it's a little upsetting that I can't prove it even tho that it happens over and over and over again. I know what happened and this is exact same thing that happened so it should be obvious that this is a known problem that happens with their games, and why from the information that I've provided, and that my betting history in the way I play games show that if you compare my playing history its obvious i i would have played the next rounds. If you were to see the next rounds that came after my last document bets that they provided you would also see that these games were in fact bonus mega ball hit rounds, and how would i know that if i didnt bet and paly them? I played the games that are in question and still no one simply believes that I'm telling the truth and it's beyond upsetting. let me know what your thoughts are. maybe have a look at all the other instances, I do have hours and hours of videos of each of the games that I posted the screenshots of this happening. I just don't know why nobody's on my side in this instance. Can maybe you recommend a lawyer or a litigator that is from the country that winSpirit gets their license from because I'm having a lot of trouble finding anything or getting help from anyone or any responses from ones I tried looking up. I'm not too sure who to reach out to in a legal aspect and I'm wondering if you could just recommend or suggest or tell me and give some sort of Direction on where to go because it doesn't seem like there's going to be anything that you're going to do for me at this point. One more thing is there any way you can request my balance history from winspirit from their platform because I know they have the game providers balance history but wondering if somehow you can request the balance history from winspirit during the times I requested, as I know for a fact that my balance did in fact go down and then later on was restored and there should absolutely be record of that somewhere. it's really the only thing that I can think of that would show what I am saying actually happened because I know what I saw and I know what my balance was and then I saw it change but only on the winspirit platform. Thanks for all your help. Please check the one drive file later today just give me some time to go through it and make it easy for what to look at as there is a lot in there.

I have updated the files please have a look. One thi g that I think should happen is if we could get a balance history from both the game providers and winspirit to see what they have record of and cross reference with what i have had happen to me. This will show us if their record of this is happening or not and if they don't it proves that they don't have accurate history of what actually happens.

Thanks again for your help

I reviewed the latest 2 files and I understand your frustration. I also apologize for the delayed response.

After internal discussion, we unfortunately can't uphold the case. We acknowledge there seem to be ongoing issues, but we can't hold the casino accountable for the issues overall.

Please note the casino is in this group of events relying on the servers of the game provider.

The errors you encounter, you should always report like you've done but we also recommend that you stop playing the game to prevent further frustration caused by them.

I understand this is disappointing.

Have you asked the casino to investigate the recent game rounds in which the outcome differs from your expectations and the balance wasn't immediately returned to you? With what result?

Dear Kezlor,

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.

The balance wasn't returned to me at all the money was completely taken off of my balance and never returned as well as I was not paid my winnings in which I bet on it happened over 53 times the casino tells me that the game provider is investigating and it's been over a month since I first let them know about the issue. Thomas are you telling me that the casinos are not responsible for the games that they host on their site. Also are you able to tell me someone that I can contact that can help me with litigation and let me know what my rights are because I am out quite a bit of money and I would like some support in that.

One note is that the casino has completely removed evolution games from their site because this is an ongoing issue with all people playing their games. It doesn't seem fair that I was able to video improve that bets can be made and not recognized in the system or in your history and that I am out those two bonus games and which I first started this complaint on.

I appreciate your response, Kezlor. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you Kezlor for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask WinSpirit Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

Thank you for your help Peter and Thomas but I'm really hoping one of you guys can please help me with someone to contact in the legal department because literally my money was stolen from me and never returned and someone should be held accountable for this don't you think so I would really like a contact of someone that can tell me what my rights are in this situation

Dear Kezlor,

Thank you for sharing your thoughts with us. We are in touch with the provider throughout the month and are studying your case in detail. Nevertheless, the identification and processing of 53 transactions necessitates a significant amount of time for both us and the provider.

We are working diligently to resolve the matter, but we require additional time to ensure a thorough evaluation. Rest assured, we are making every effort to expedite the process and will keep you updated on any further developments.

We appreciate your understanding and patience in this matter. Please do not hesitate to reach out if you have any questions or concerns.

Dear Kezlor,

We're genuinely sorry for the challenges you've faced. We greatly appreciate your patience while we investigate the issue with your bets.

We wanted to let you know that the game provider has completed their review and identified all the bets that were not credited to your account due to technical difficulties on their end. As a result, a refund has been credited back to your real money balance.

Please check your email for a file with the details of all the bets that have been affected.If you have any further questions or concerns, please don’t hesitate to reach out. We appreciate your understanding and are here to assist you in any way we can.

Thank you for the positive news WinSpirit Casino representative.

Dear Kezlor, let us know if your issue has been resolved or if you require any further assistance. Thank you in advance!

Yes it's true the new issues I brought up here are being resolved and but I had asked if wind spirit would finally take my original complaints of Mega Ball seriously because obviously it does happen where you make a bet it is accepted and you're not paid you're winning so when Spirit are you finally going to take my complaints seriously and get me my winnings paid to me for the bonus rounds that I brought up at the beginning of this thread?

And regards to the new issues I brought up I have asked my VIP manager for more information on the form that she sent me showing me what I the resolution was and for what games it's not clear whether the bets I made if the winnings were actually paid out to me or if I was just paid with the original that was with no winnies if that could be made clear it would be much appreciated

Hello Peter I'm not sure if you were able to look at the videos that I shared a file with Thomas but I have heard back from when spirit and it looks like they won't be paying me anything for the winning hands that I did bet on that the money was placed on the table and accepted and money removed from my account they are paying me zero winnings for the 53 hands that I won and bet on please direct me on what I should do now because if you watch the videos it's very clear the bets were made accepted and balance was reduced.

Dear Kezlor,

Thank you for getting in touch. After investigating, the game provider found that the problem was due to a technical issue on its side. Since the bets were not accepted, there was no outcome—neither a win nor a loss. Additionally, the same technical issue prevented your bets from being automatically returned to your account.

At the same time, we are pleased to inform you that they have reviewed everything and the affected bets have been refunded to your account. We sincerely apologize for any inconvenience this may have caused.

If you have any further questions or concerns, please don’t hesitate to reach out.

Thank you for the positive news WinSpirit Casino representative.

Dear Kezlor, let us know if your issue has been resolved or if you require any further assistance. Thank you in advance!

Dear Kezlor,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.

We’ve reopened this complaint at the request of Kezlor. We received the following message:

I regret to inform you that my initial complaint has not been resolved or acknowledged. Furthermore, I would like to seek your opinion on the proposed resolution. Imagine if you were in a casino, placed a bet, and won the hand, only to be denied your winnings because the casino does not recognize it as a valid bet. This has occurred over 53 times. I believe that simply refunding my bet amount does not constitute a satisfactory resolution. I am entitled to the winnings and deserve appropriate compensation for the repeated errors and inconveniences. Kindly provide your insights on this matter, and I request that this case be reopened as my previous responses to the form appear to have been unsent.

Thank you for your attention to this matter.

Dear WinSpirit Casino representative, would it be possible to provide any statement from the game provider about the issue? I'd like to review it to learn more about what happened to the bets. You can forward any information to my email. (peter.c@casino.guru) Thank you in advance!

Dear Peter,

We have emailed you with the details of our investigation. Kindly peruse your inbox. If you have any questions, please let us know!

Thank you for providing me with the information WinSpirit Casino representative.

Dear Kezlor, the casino has provided me with a report from the gaming provider where your bets have not been accepted due to a technical issue on the side of the provider. Due to that reason, the casino can't reinstate any winnings and can only refund your initial bets. As that has happened I consider this matter resolved and will close the complaint accordingly. Thank you for your cooperation, and please do not 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,

Peter