Win2day Casino - Gewinne des Spielers werden nicht ausgezahlt.

I was winning in the Take-off game and then the game stopped while I was winning and I had to start over several times. Each time I couldn't continue because I had bet at least 1000 times the amount the first time and the winnings weren't paid out.

Beim Spiel Take-off war ich am Gewinnen und dann hat das Spiel während des Spiels beim Gewinnen abgebrochen und konnte mehrmals neu anfangen jedesmal ging nicht weiter weil ich beim ersten Mal mind. X1000 fache von Einsatz hatte den Gewinn nicht ausbezahlt..

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident, along with any relevant communication to veronika.f@casino.guru?

Have your bets been deducted from your gaming history even though the game froze and you did not receive your winnings?

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.

Best regards,

Veronika

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Hello Veronika, unfortunately after the game restarted I took a screenshot, or rather a few, and no video, also because I was playing on my cell phone. And the first time, when I was very far into the countdown, I didn't think to take a screenshot, but I would certainly have won 1000 times my winnings in that time, but it was still over 100 times, which is why I claimed €500, even though I certainly would have won more! But Win2day hasn't even refunded me the amount and only paid out the upper amount of €7.48. I also didn't get the lower game with a €5 stake and this was already at 100 times!! You will get the screenshots again and what's more, the casino was not prepared to solve my problem; just because I complained by email, instead of apologizing, they blocked my account! I've lost over €12,000 in this casino alone in the last two years, and now I've seen from your comments that it's very difficult to win at this casino, which is also the reason for my high loss! I also had some free lottery games and credit on my account, but because I'm blocked, I can't use them either! I'd be happy to show you all the deposits via bank statements. You'll also receive the email I sent to Win2day and the screenshots...

With the request for processing because this was absolutely not a fair approach by Win2day.

Many thanks in advance

Best regards

[name hidden by Casino Guru]

Hallo Veronika, leider habe ich nach dem das Spiel wieder neu gestartet hat einen Screenshot gemacht bzw. einige und kein Video wie auch weil ich mit meiner Handy gespielt hatte..und beim ersten Mal bei dem ich sehr weit mit dem Countdown war habe ich auch nicht dran gedacht einen Screenshot zu vorzunehmen aber ich hätte sicherlich in der Zeit den 1000fachen an Gewinn erzielt dennoch war das schon uber100 fache deshalb habe ich auch die Forderung von 500€ angegeben obwohl ich sicherlich noch mehr Gewinn erzielt hätte! Dennoch HHat mir Win2day nicht mal den Betrag vergütet und nur den oberen Betrag 7,48€ ausbezahlt, den unteren Spiel mit 5€ Einsatz habe ich ebenfalls nicht bekommen und dies war schon auf 100 fache!! Sie bekommen nochmals die Screenshots und außerdem war das Casino nicht bereit mein Problem zu lösen nur weil ich mich per Mail reklamiert hatte anstatt zu entschuldigen haben Sie mein Konto gesperrt! Habe in den letzten zwei Jahren nur in diesem Casino über 12000€ verspielt und jetzt habe ich bei euren Kommentaren auch gesehen das es sehr schwer sei in diesem Casino zu gewinnen was auch der Grund für mein hohes Verlust resultiert! Zudem hatte ich noch einige freie Lotto spielen und auch Guthaben auf mein Konto dadurch das ich gesperrt bin kann ich diese auch nicht nutzen!! Kann gerne Ihnen die ganzen Einzahlungen per Kontoauszüge zeigen. Sie bekommen gleich auch das Mail wo ich an Win2day versendet habe und die Screenshots...

Mit der Bitte um Bearbeitung weil dies absolut kein Gerechte Vorgehensweise war vom Win2day.

Herzlichen Dank im voraus

Liebe Grüße

[name hidden by Casino Guru]

Thank you for your reply and for providing us with more details. I would like to clarify a few important points regarding technical issues during gameplay.

If a game is interrupted or disconnected for any reason, the round itself is always finalized on the casino’s server in the background. This means that even if the game freezes on your device, the outcome is still recorded and available in your game history. Disconnections may occur due to various reasons, including issues on the player’s side (internet stability, device performance, or other technical factors), and are not necessarily caused by the casino.

Please also note that we cannot proceed with complaints based on "potential winnings." We can only review and act upon confirmed outcomes that are recorded in the official game history.

To continue with your case, we kindly ask you to provide a screenshot of your game history from your casino account that shows the exact rounds in question. This will allow us to verify whether there were any discrepancies between what you experienced and what was officially recorded.

Without this type of evidence, we unfortunately won’t be able to move forward with your complaint and will have to reject it.

I hope you understand our position, and I’ll be waiting for your update.

Dear y56z-ble1977_ebu,

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.