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WinStar Casino - £1,000 missing win from my account

Complaint Info
Disputed casino Reels Royale
Reason Missing Funds
Amount £ 1000
Mark08888 United Kingdom Message
Posted on December 12, 2018

The following details were sent to Winstar on 24/11 including the screenshot attached. I have just been told that Winstar cannot find any log of my win which is unacceptable. I have responded asking for this to be escalated further as after two weeks of “investigations” I have been told the same thing I was told within minutes of lodging the complaint, that there is no log of the session. I also have attached a screenshot of my browser history.

Hello Martin,

As discussed please find attached the details:

I started with £20.23 balance after the bonus was manually added and I played £1.20 spins on the “big money reel” monopoly slot. The majority of the money missing was won around 16.00pm GMT at which I won £1000 on the bonus feature by getting 4 lots of monopoly cash on the reels. I then went on to play £1.20 for around 30 spins before changing to £4 per spin and I was down to around £900 before winning £120 on the bonus feature again at approx 16:15pm but this time when I span the bonus the free spin feature was awarded and during this feature I was reawarded spins 3 times if I recall correctly and the end amount was approximately £120. I have a screenshot which I took before winning the £120. Please see attached. I am very concerned that you have no log of this play as had I not of taken the screenshot I would effectively have no proof at all of winning the amount.

Please let me know if there is anything else I can do to confirm this.




Mark08888 United Kingdom Message
Posted on December 12, 2018

Further to the above, when I next logged in my balance had returned to £20.23 and there was no log of the spins however from my browser history and screenshot it is clear that I was playing during this time. If I was not being truthful my balance would have changed to reflect any losses or gains I had incurred. The entire session played was not recorded for some reason therefore this I s is clearly a software error.

Posted on December 12, 2018

Hi Mark,

Our Customer Service team escalated this issue to our engineers again so they can double-check internally and externally with the game provider. I have been told that they let you know yesterday about this escalation.

Due to the intensive analysis it needs to be performed on the servers and game logs it might take time but rest assured a team is currently working on this investigation. Our Customer Service team will get back to you as soon as they have an update.


Mark08888 United Kingdom Message
Posted on December 12, 2018

Thanks for your response, I have received this update from your team which is very courteous however I have raised the complaint on askgamblers following the initial response of:

Thank you for your email.

We apologize for the delayed answer and the issues you have experienced.

Please, note that our Technical Team stated that they did not find a successful game round played on 2018-11-24 for the game Monopoly Big Reel by you.

Should you have further questions, please do not hesitate to contact us again.

We wish you the best of luck with our games.

This response is very dismissive of the fact that there is a clear error here and also very insensitive to say “we wish you the best of luck with our games”.

Clearly, there is no one on this planet that would be satisfied with this response.

I look forward to hearing your findings.



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