Tower.bet Casino - Die Gewinne des Spielers wurden aufgrund eines Softwarefehlers nicht gutgeschrieben.

Hey, I'm having a problem with faulty software. On October 22, 2026, I had one free spin scatter round each in Book of Dead and Legacy of Dead at a €1 stake in the casino, and they didn't finish. When I tried to end them a short time later, both bonus rounds had disappeared. I contacted support to resolve the issue, but they were quite rude and ultimately blocked from contacting support. That same evening, I triggered another bonus round in Book of Dead to check the next morning if it had disappeared again. It had, and this time I took a screenshot and sent it to the casino as proof. Again, the casino refused to believe me until I identified the three problematic rounds in the game history and sent them the round IDs (the screenshot shows that the rounds didn't finish; it says "playing" on the left). The casino then said they would contact the provider to resolve the issue. After a considerable wait, I was informed that the provider had canceled the rounds, meaning my winnings are gone. Upon further inquiry, the casino claims the rounds were canceled and the winnings added to my balance, which is definitely not true. I find this procedure unacceptable. In the past, when I've had problems with bonus rounds from this provider at other casinos, my winnings were always subsequently credited to my account. Why would the provider refuse this time? I request your assistance and will gladly send all relevant evidence.

He, ich habe ein Problem mit fehlerhafter Software, am 22.10.2026 hatte ich im Casino je eine offene Free Spin Scatter Runde auf 1€ Einsatz, in Book of Dead und Legacy of Dead welche nicht beendet wurden. Also ich diese kurze Zeit später beenden wollte, waren beide Bonusrunden verschwunden. Ich habe daraufhin den Support kontaktiert, um mein Problem zu klären, wurde aber ziemlich rüde abgewimmelt und letztendlich sogar für den Support gesperrt. Ich habe dann am gleichen Abend nochmals eine Bonusrunde in Book of Dead ausgelöst, um am nächsten Morgen zu prüfen, ob diese auch wieder verschwunden ist. Dies war der Fall und ich habe es dieses Mal gescreenshotet und dem Casino zugeschickt als Beweis. Auch dieses Mal wollte mir das Casino keinen Glauben schenken, bis ich die 3 fraglichen Runden im Spielverlauf heraussuchen konnte und die Runden ID ans Casino geschickt habe (auf dem Screenshot sieht man auch, dass die Runden nicht beendet wurden, es steht links "playing"). Das Casino wollte daraufhin den Anbieter kontaktieren um das Problem zu klären. Mir wurde nach längerer Wartezeit mitgeteilt, dass der Anbieter die Runden storniert hätte, meine Gewinne sind also weg. Auf weitere Nachfrage sagt das Casino, die Runden wären storniert worden und die Gewinne wären meiner Balance hinzugefügt worden, was aber definitiv nicht stimmt. Ich finde das Vorgehen nicht in Ordnung, wenn es in der Vergangenheit in anderen Casinos Probleme mit den Bonusrunden dieses Anbieters gab, wurden mir die Gewinne immer nachträglich zugeführt, warum sollte der Anbieter also dieses Mal ablehnen. Ich bitte um Unterstützung und sende gerne alle Beweise zu.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me the screenshots of the three affected rounds, including their round IDs and any visible winnings or round status?
• Could you please clarify how you calculated the disputed amount of €150? Does this represent winnings already displayed during the interrupted rounds, or an estimated amount?
• Were the €1 stakes for the three affected rounds actually deducted from your real-money balance? If so, were they subsequently refunded? If possible, please provide the relevant game or transaction history showing these deductions and any refunds.
• Please forward the relevant communication with the casino, particularly its explanation that the provider canceled the rounds and that the winnings were credited to your balance, to veronika.f@casino.guru. If available, please also include the relevant game or balance history showing the affected rounds and any subsequent adjustments.

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

Best regards

Veronika

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear LouAnn123,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

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Thank you in advance for your time and feedback.

Best regards,

Veronika