Win2day Casino - Spelaren bestrider spelavbrott och vinstberäkning.

Hello,

I hope you can assist me.

I hit free spins on the slot Fire in the hole xBomb (No Limit City), which displayed that I had won 3861x the bet.

Unfortunately, the game did not end due to a sudden technical error.

You can see the replay here:

https://fan.nolimitcity.com/replay/ukibamuzusagisopubaradamupurutudaikedadakipahitoyurehara

Win2Day returned to me €2.58 of game credit and considers the case closed.

I do not agree with this decision.

Thank you for your efforts.

Hallo,

ich hoffe Sie können mir helfen.

Ich habe beim Slot Fire in the hole xBomb (No Limit City)Freispiele erreicht, welche mir bereits 3861x als Gewinn gezeigt haben.

Leider wurde das Spiel aufgrund eines plötzlichen technischen Fehlers nicht beendet.

Das Replay kann man hier sehen:

https://fan.nolimitcity.com/replay/ukibamuzusagisopubaradamupurutudaikedadakipahitoyurehara

Win2Day hat mit 2,58€ in Spielguthaben zurückgegeben und sieht den Fall damit als erledigt an.

Ich bin damit nicht einverstanden.

Vielen Dank für Ihre Bemühungen.

Hello f5cfwmt2b7,

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.

Regards,

Nick

Hello,

I already sent you an email 3 days ago with all the screenshots and recordings.

Unfortunately I have no way to export the list as Excel.

Hallo,

ich habe Ihnen bereits vor 3 Tagen eine Email mit allen Screenshots und Aufzeichnungen gesendet.

Leider habe ich keine Möglichkeit die Liste als Excel zu exportieren.

Dear f5cfwmt2b7,

The casino is not responsible for such technical issues as they only offer the games to play from the providers. We have currently received other complaints regarding the same issue but in a different casino so it is not related directly to Win2day. I would recommend you to contact the game provider of the game directly to resolve this matter as the casino has no other information as your betting log.

Is there anything else we could assist you with?

Dear f5cfwmt2b7,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.