Winz Casino - プレイヤーのボーナスゲームは支払いなしで終了しました。

Hello,

I want to explain my following situation in details:

last week I bought a bonus game in slot game Bonanza Billion from Bgaming, the game was stucked and show me blackscreen.

Good, later I bought an another slot game Penny Pelican from same provider Bgaming, stucked again.

I think was a bad internet connection or whatever, so try to play it after 2 days, the bonus games are closed.

I checked my history and I only won the standard amount(The amount you get once the bonus game starts.)

TIME   GAME NAME   BET SUM   WIN

19 Feb 2025, 20:18

Penny Pelican

525 USD

35 USD

19 Feb 2025, 20:15

Bonanza Billion

500 USD

15 USD

The result is, I bought bonus game for 2x500 USD, and only get the standard amount at the beginning.

I have talk to support, support explain that the bonus games are closed with no money return. They said there was a win conduction  (The bonus rounds were not played, they simply closed the bonus game)

Dear porsta1097,

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

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

• Could you please share screenshots of your game history from the incident?
• Could you please share your discussion with the casino when you tried to resolve the issue?
• Share screenshots here or send the information 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

Game history, official reply from winz.io:

We have reviewed your situation, thank you for your patience.

The provider has checked and came to the following conclusion: bets were placed without any problems, but the game round was not completed by you. As a result, both rounds were automatically closed by the system after 24 hours.

If you have any further questions, please contact our support team.

Thank you for your understanding!

Best regards,

Winz.io Team

Thanks for your reply

Have you informed the casino about the technical issue immediately after you encountered the black screen difficulties?

Have you asked the casino to refund you the bets for which you didn't receive the free spins? With what result?

Hello, I have not informed the casino about the technicial issue because at the beginning I thought my internet connection is bad.

Their final decision is closed the bonus rounds with no return of money or free spins.

Their words is, the winnings are already conducted. (The 35 and 15 USD). but this is the money we get once we bought the bonus round.

Today I received an email from the support again, I got my funds back and free spins. I consider it as solved.

Dear porsta1097,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Tomas

Casino.Guru