Winzie Casino - Player's bonus winnings disappeared due to technical error.

I was playing on Winzie on the 25th of January. The game is called Pirate Gold. I received a bonus and won 284.85 euros. Once the bonus was complete, I received an alert about a technical error and was instructed to restart the game. When I did, my balance remained the same and the bonus I had won had disappeared. I checked my game history and there was no record of any bonus. I wrote to the live chat and they asked me to check the Pirate Gold game history. There, my bonus was listed under the 'latest Wins' section. A replay of the bonus round and a link to it were also present. I submitted this information to chat and they said they would escalate it to the relevant department. I have contacted Winzie every day for feedback about the money that I rightfully won and wish to collect. However, they only reply that I will receive a response via email as soon as they have more information.

Dear Emmanot,

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

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

• Do I understand correctly the win is recorded in the replay function of the game you played, but not in your gaming history?
• Could you please share the record of the win here?
• Post screenshots here or share the video evidence to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello!

• It is true that it was saved in the replay function but not in the game history on Winzie, here is the link:

https://replay.pragmaticplay.net/SBBcfkiQQs

Here is the screenshot.

Thanks for providing the evidence.

Could you please send me the relevant responses you received from the casino regarding the issue? My email is tomas@casino.guru

In most cases where the bet is not accepted the player is not in a position where he risks his funds. Therefore any result of the game round might not be valid, and the result of the round will not reflect on the player's balance.

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.

Dear Emmanot,

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.

Hello!

the situation is resolved and I have now been paid for the bonus I was never paid.

Dear Emmanot,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru