Spinsy Casino - Spillerens gevinster konfiskeres på grund af en spilfejl.

Good evening,

On 21/08/2024, I was playing at Spinsy Casino, specifically on the game "Convertus Aurum." I received the bonus free spins and during the free spins, I got two more sets of ten extra spins, totaling 30 spins. When I reached the 18th out of the 30 spins, and with winnings already at €53.50, the game encountered an error and prompted me to reload the game. After two or three attempts, it let me back in, but instead of resuming from the 18/30 spins with €53.50 winnings, the game showed that I was on the 18th out of 20 spins with winnings of €24.80. After completing the spins, the final amount of €33.80 was not credited to my account. I have screenshots showing all the errors and amounts, and the first thing I did was contact the casino. I sent all the necessary details of the incident, but from 21/08/2024 until today, I have not received any resolution nor any official response from them, either via email or the chat.

It should be noted that the minimum disputed amount is €53.50, because for the remaining spins that the game missed, the amount would have been higher as the feature with the wilds covered all the lines in the game.

Can you please help me?

Καλησπερα σας,

Στις 21/08/2024 επαιζα στο καζινο Spinsy και ποιο συγκεκριμενα στο παιχνιδι "Convertus Aurum". Ετυχα τις bonus δωρεαν περιστροφες και μεσα στις δωρεαν περιστροφες ετυχα αλλες δυο φορες απο δεκα spin extra συνολο 30. Οταν εφτασα στο 18ο απο τα 30 σπιν και ενω κερδιζα ηδη 53,50 ευρω το παιχνιδι εβγαλε σφαλμα και με προετρεψε να φορτωσω ξανα το παιχνιδι. Μετα απο δυο τρεις προσπαθειες με εβαλε ξανα αλλα αντι να με συνεχισει απο εκεινο το σημειο που κολλησε δλδ στα 18/30 σπιν και κερδος 53,50 το παιχνιδι ελεγε οτι ημουν στα 18/20 σπιν με κερδος 24,80 και αφου ολοκληρωσε τις περιστροφες δεν πιστωθηκαν στο λογαριασμο μου ουτε τα 33,80 που εβγαλε τελικο ποσο. Εννοειται οτι εχω στιγμιοτυπα οθονης με ολα τα σφαλματα και τα ποσα και το πρωτο πραγμα που εκανα ηταν να επικοινωνησω με το καζινο. Εστειλα ολες τις απαραιτητες λεπτομερειες του συμβαντος αλλα απο τις 21/08/2024 και μεχρι σημερα που σας γραφω δεν εχει επιλυθει και δεν εχω και επισημη απαντηση απο μεριας τους ουτε μεσω email ουτε απο το chat.

Να σημειωθει οτι το ελαχιστο ποσο αμφισβητησης ειναι 53,50 γιατι στις υπολοιπες περιστροφες που μου εχασε το παιχνιδι θα ηταν περισσοτερα καθως το feature με τα wilds επιανε ολες τις γραμμες στο παιχνιδι.

Μπορειτε σας παρακαλω να με βοηθησετε?

Dear DimitrisC, 

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.

Please understand, that without any supporting evidence we can’t proceed further with this case as it would be close to impossible to confront the casino.

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

Regards,

Nick

Good evening Niko and thank you for your reply. I have forwarded all the information to your email regarding the incident. It should also be noted that the game was still available on their site for about 2 days after the incident and I went in to do a test as they told me, maybe they credited them but then they took it down from their site and it is no longer available, so I can no longer check the status of the game.

Καλησπερα Νικο και σε ευχαριστω για την απαντηση. Εχω προωθησει ολες τις πληροφοριες στο email σου σχετικα με το συμβαν. Επισης να σημειωθει οτι το παιχνιδι ενω για κανα 2 μερες μετα το συμβαν ηταν διαθεσιμο ακομα στην σελιδα τους και εμπαινα να κανω δοκιμη οπως μου ειπαν μηπως και τα πιστωσει αλλα μετα το κατεβασαν απο την σελιδα τους και δεν ειναι πλεον διαθεσιμο οποτε δεν μπορω πλεον να ελεγξω το status του παιχνιδιου.

Good evening Niko,

Did you receive the information I sent to your email?

Καλησπέρα Νίκο,

Έχεις λάβει τις πληροφορίες που έστειλα στο email σου?

Dear DimitrisC,

Thank you for providing the emails. I can confirm they have been received. As we will need further information from the casino, I will be passing your complaint to my colleague Michal (michal.k@casino.guru), who will be assisting you moving forward.

Wishing you the best of luck in resolving the matter.

Kind regards,

Nick

Do I need to do something? Thank you very much, I await news from your colleague

Χρειάζεται να κάνω κάτι εγω? Σε ευχαριστώ πολύ περιμένω νεότερα από τον συνάδελφο σου

Hello DimitrisC,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Spinsy Casino to join the conversation.

Dear Spinsy Casino,

Can you please provide more information regarding the player's "lost" winnings? Has there been any explanation from the game provider as to why the winnigs were not credited to the player's balance?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Customer,

Thank you for reaching out.

We would like to inform you that your missing winnings request is currently being checked by the relevant team with the game provider involved. We will let you know as soon as there is an update.

Best regards,

Customer Support

Thank you for your reply,

It's just that the problem has existed since 08/21/2024. Since my first update, has the provider not yet responded to you? I am at your disposal for any information you need and I await your reply.

Thanks in advance,

Dimitris H.

Σας ευχαριστω για την απαντηση,

Απλα το προβλημα υπαρχει απο τις 21/08/2024. Απο την πρωτη μου ενημερωση σε εσας δεν εχει απαντησει ακομα ο παροχος? Ειμαι στην διαθεση σας για οποιανδηποτε πληροφορια χρειαστειτε και αναμενω απαντηση σας.

Ευχαριστω εκ των προτερων,

Δημητρης Χ.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello DimitrisC,

We hope you find this email well!

As we checked the account we can see your winnings (bet id - 543212782981568) was cancelled because the bet was in running for 21 days. Hence, the bet amount of 0.20 EUR was re-credited to your account.

If you have any additional questions, please, do not hesitate to contact us via email support@spinsy.com or via Live Chat.

Best Wishes,

Spinsy Team

What do you mean it was going on for 21 days? Since I won, my winnings should not be credited to my account especially in this case where the mistake - error is not on my part; I am asking for my winnings to be credited in full as I legally deposited money legally placed the bet and never received the winnings. Your response is unacceptable especially after so much time that you did not clarify the problem that arose. Please take the necessary legal actions immediately. As you demand that the players be okay in trading with you, so I demand for every reservation of my rights that my legal profits be credited. Thank you

Τι εννοείτε ήταν σε εξέλιξη για 21 μέρες? Εφόσων κέρδισα δεν πρέπει να πιστωθούν τα κέρδη μου στο λογαριασμό μου ειδικά σε αυτή την περίπτωση που το λάθος - σφάλμα δεν είναι από μεριάς μου? Ζητάω να πιστωθούν τα κέρδη μου στο σύνολο τους καθώς νόμιμα κατέθεσα χρήματα νόμιμα έκανα το ποντάρισμα και δεν έλαβα ποτέ τα κέρδη. Είναι απαράδεκτη η απάντηση σας ειδικά μετά από τόσο διάστημα που δεν διευκρινισατε το πρόβλημα που προέκυψε. Παρακαλώ να προβείτε στις απαραίτητες από το νόμο ενέργειες άμεσα. Όπως έχετε απαίτηση οι παίχτες να είναι εντάξει στις συναλλαγές μαζί σας έτσι απαιτώ για κάθε επιφύλαξη των δικαιωμάτων μου να πιστωθούν τα νόμιμα κέρδη μου. Σας ευχαριστώ

Dear Spinsy Casino,

I am interested in understanding the reasons behind the bet being active for 21 days and how the player may have had an impact on this situation since this affected their winnings.

Hello DimitrisC,

We hope you find this email well!

As we checked we could see the round being open more than 21 days was due to technical issues from providers side. If you could have cleared cache and cookies and re-enter the game. You can see there was 0 winnings and hence, the bet amount of 0.20 EUR was return to your account.

If you have any additional questions, please, do not hesitate to contact us via email support@spinsy.com or via Live Chat.

Best Wishes,

Spinsy Team

Good morning,

Following your guidance on the same day of the event I cleared both cookies and cache (which I also mention in your chat conversations) and on mobile and tried from my computer as well and the winnings were still displayed albeit incorrectly but never credited. Until the day you downloaded the said game from your site I went to see and the profits were there I don't understand what is meant. And I don't know if I care at all that the round was active as you say for 21 days, that's up to you and the provider. I joined made a deposit at your casino played won and never got my winnings as shown in all the screenshots I have provided you. I am asking for your actions so that I can receive my legitimate earnings. Thank you very much

Καλημέρα σας,

Κατόπιν καθοδήγησης σας την ίδια ημέρα του συμβάντος έκανα εκκαθάριση και cookies και cache (το οποίο το αναφέρω και στις συνομιλίες με το chat σας) και στο κινητό και δοκίμασα και από τον υπολογιστή μου και τα κέρδη εμφανιζόταν ακόμα έστω και λανθασμένα αλλά δεν πιστώθηκαν ποτέ. Μέχρι την ημέρα που κατεβάσατε το εν λόγω παιχνίδι από το site σας έμπαινα να δω και τα κέρδη ήταν εκεί δεν καταλαβαίνω τι εννοείται. Και δεν ξέρω αν με ενδιαφέρει κι όλας το ότι ο γύρος ήταν ενεργός όπως λέτε για 21 μέρες, αυτό είναι θέμα δικό σας και του παροχου. Εγώ μπήκα έκανα κατάθεση στο καζίνο σας έπαιξα κέρδισα και δεν πήρα ποτέ τα κέρδη μου όπως φαίνεται σε όλα τα στιγμιότυπα οθόνης που σας έχω παράσχει. Παρακαλώ για τις ενέργειες σας ώστε να λάβω τα νόμιμα κέρδη μου. Σας ευχαριστώ πολυ

Hello DimitrisC,

Thank you for your patience!

We would want to inform you that your bet (ID - 543212782981568) did not win the round and as the bet did not win anything hence, we returned the bet amount - 0.20 EUR. We were only informed by the provider that regarding the round :- 21 days passed hence the round was canceled.

If you have any additional questions, please, do not hesitate to contact us via email support@spinsy.com or via Live Chat.

Best Wishes,

Spinsy Team.

Dear DimitrisC,

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.

Sorry for the delay in replying,

@Spinsy Can you tell me how the round didn't win while it gave me a bonus and took out a final amount of winnings?? So you want to tell me that there is no assurance and assurance for your players from your side and that at any time and moment their profits can be virtual?? I can neither understand your attitude nor your approach to the matter. How can a machine show that it has put me in bonus spins when from the beginning, as you say, the round was lost and I did not win anything. Also as you said the provider replied that 21 days had passed so the round was canceled AGAIN it is not my problem but YOURS as I informed you directly and you have been telling me for over a month that YOUR department has taken care of it and that you have no answer and let me be quiet, so if the round was canceled due to your own delay or miscommunication of your departments you are accountable and responsible to compensate me.

@Michal what procedure can I follow and who should I turn to in order to resolve this issue even legally because apart from being infuriating it is also unacceptable. And it's not so much about the money anymore but now I've taken it personally and I won't let it go. Who protects the players for their winnings if the casinos take such an attitude and with ridiculous excuses "cancel" / "delete" the winnings of the players?

Συγγνώμη για την καθυστέρηση να απαντήσω,

@Spinsy Μπορείτε να μου πείτε πως ο γύρος δεν κέρδισε ενώ με έβαλε bonus και έβγαλε και τελικό ποσό κερδους?? Δηλαδη θέλετε να μου πείτε ότι δεν υπάρχει διαβεβαίωση και διασφάλιση για τους παίχτες σας απ' την μεριά σας και ότι ανά πάσα ώρα και στιγμή τα κέρδη τους μπορεί να είναι εικονικά?? Δεν μπορώ να καταλάβω ούτε την στάση σας ούτε την αντιμετώπιση σας πάνω στο θέμα. Πως γίνεται ένα μηχάνημα να δείχνει ότι με έχει βάλει σε bonus περιστροφές ενώ εξαρχής όπως λέτε ο γύρος ήταν χαμένος και δεν κέρδισε τίποτα. Επίσης όπως είπατε ότι σας απάντησε ο παροχος το ότι πέρασαν 21 μέρες οπότε ακυρώθηκε ο γύρος ΠΑΛΙ δεν είναι δικό μου πρόβλημα αλλά ΔΙΚΟ ΣΑΣ καθώς εγώ σας ενημέρωσα απευθείας και εσείς για πάνω από ένα μήνα μου λέγατε ότι το έχει αναλάβει το αρμόδιο τμήμα ΣΑΣ και ότι δεν έχετε απάντηση και να μείνω ήσυχος, οπότε εάν ακυρώθηκε ο γύρος από δική σας καθυστερήση η κακή συνεννόηση των τμημάτων σας είστε υπόλογοι και υπεύθυνοι να με αποζημιωσετε.

@Michal τι διαδικασία μπορώ να ακολουθήσω και που πρέπει να απευθυνθώ ώστε να βγάλω άκρη με αυτό το ζήτημα ακόμα και νομικά γιατί εκτός από εξοργιστηκο είναι και απαράδεκτο. Και δεν είναι θέμα πλέον τόσο για τα χρήματα αλλά πλέον το έχω πάρει προσωπικά και δεν θα το αφήσω ετσι. Ποιος διαφυλάσσει τους παίχτες για τα κέρδη τους εάν τα καζίνο κρατάνε τέτοια στάση και με γελοίες δικαιολογίες "ακυρώνουν" / "διαγράφουν" τα κέρδη των παιχτών?

Hello DimitrisC,

Once again we hope you find this email well!

As we informed you earlier that your bet (ID - 543212782981568) did not win the round and as the bet did not win anything hence, we returned the bet amount - 0.20 EUR. Later , this amount of 0.20 EUR was used.

We were only informed by the provider that regarding the round :- 21 days passed hence the round was canceled. And as the round was cancelled by the provider. Hence, no further action was taken from our side.

If you have any additional questions, please, do not hesitate to contact us via email: support@spinsy.com or via Live Chat.

Best Wishes,

Spinsy Team.

Dear DimitrisC,

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.

Dear DimitrisC,

While I understand that your lack of response may stem from not being willing to waste your time and energy pursuing this case without a clear perspective of a positive outcome, we found ourselves in a position where there is nothing else that can be done. It is important to note that the situation is not a result of your actions, and it is entirely reasonable for you to expect the games to function correctly.; however, on the other hand, even the best games in the best casinos on the market can occasionally experience issues or glitches. As the issue arose in the "bonus free spins," these, unfortunately, cannot be considered as real money, thus the casino could refund only the real funds of 0.20 EUR, which was the bet placed for that round. I fully understand that from a user experience point of view, this is far from ideal; however, as was explained, due to some unexpected system error or glitch, the round was not properly concluded, thus the winnings were not confirmed as legitimate.

Regrettably, the casino is unable to credit any winnings that are not confirmed by the game provider, making the refund for the bet the only viable course of action available to them. Although I attempted to propose that the casino, in a spirit of goodwill, consider awarding you these winnings despite their unverified status. Regrettably, we could not reach an agreement on this matter. There were apprehensions that such a decision might establish a precedent that could be detrimental to them in the future if they were to deviate from their established rules. I had to acknowledge this concern from a strictly technical perspective.

I understand the outcome of your complaint was not what you expected, but for all the abovementioned reasons the actions taken by the casino team were according to their rules thus we have to close this complaint as rejected.

You are of course entitled to disagree with our conclusion and may reach out to the casino's licensing authority if you believe you are justified in your stance. Please inform me of the authority's decision should you pursue this course of action at michal.k@casino.guru

I am sorry we could not be of more help on this occasion. Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru