SOLVED winz stole my bought bonus games with no return of money

[davidporsta1097]

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)

[acroman08]

any chance you can provide evidence supporting your claims? I am not saying that you are lying but it is for the better to have posting a complaint like this.

winz.io has a forum representative here(winz.io) who was online yesterday, I'll them a PM informing them about this thread, perhaps they can give more information about your issue. just to be clear, just because I sent them a PM doesn't mean that they will suddenly go on this thread and fix the issue.

[davidporsta1097]

any chance you can provide evidence supporting your claims? I am not saying that you are lying but it is for the better to have posting a complaint like this.

winz.io has a forum representative here(winz.io) who was online yesterday, I'll them a PM informing them about this thread, perhaps they can give more information about your issue. just to be clear, just because I sent them a PM doesn't mean that they will suddenly go on this thread and fix the issue.

What kind of evidence do you need?

I try to contact live support, but they tell me it is closed, with no funds return.

[acroman08]

What kind of evidence do you need?

I try to contact live support, but they tell me it is closed, with no funds return.

how about the screenshots of all the conversations you've had with their support? also, I don't know if it will show on your betting history but if possible you should also show the transaction of the bonuses you bought while playing on their slot games.

[davidporsta1097]

What kind of evidence do you need?

I try to contact live support, but they tell me it is closed, with no funds return.

how about the screenshots of all the conversations you've had with their support? also, I don't know if it will show on your betting history but if possible you should also show the transaction of the bonuses you bought while playing on their slot games.

I have the email reply from the support team, but it is not english.


Everything I described here all true, the bought bonus games are in my game history, I can provide it.

[holydarkness]

What kind of evidence do you need?

I try to contact live support, but they tell me it is closed, with no funds return.

how about the screenshots of all the conversations you've had with their support? also, I don't know if it will show on your betting history but if possible you should also show the transaction of the bonuses you bought while playing on their slot games.

I have the email reply from the support team, but it is not english.


Everything I described here all true, the bought bonus games are in my game history, I can provide it.

Don't worry much about language barrier. Google helps us a lot with its Lens app. I'll "translate" it for you if you upload them here while quoting for visibility at the same time.

Meanwhile, though it's probably too early to bring the big gun... yahoo62278, paging you to bring this to your attention, just in case we need you to do us a favor by reaching the owner, suppose their rep doesn't pop in here within the next couple of days?

[davidporsta1097]

Let me show this in the public (translated in english)

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


Is it really fair to closed it without playing the bonus rounds until end?

I paid 1000 USD, and only won the standard amount. There was no spin round for the slots.

[yahoo62278]

What kind of evidence do you need?

I try to contact live support, but they tell me it is closed, with no funds return.

how about the screenshots of all the conversations you've had with their support? also, I don't know if it will show on your betting history but if possible you should also show the transaction of the bonuses you bought while playing on their slot games.

I have the email reply from the support team, but it is not english.


Everything I described here all true, the bought bonus games are in my game history, I can provide it.

Don't worry much about language barrier. Google helps us a lot with its Lens app. I'll "translate" it for you if you upload them here while quoting for visibility at the same time.

Meanwhile, though it's probably too early to bring the big gun... yahoo62278, paging you to bring this to your attention, just in case we need you to do us a favor by reaching the owner, suppose their rep doesn't pop in here within the next couple of days?

I was going to reply here and let the OP know I would have the owner take a look but it looks like support has already answered him.

Not sure why they would close the bonus rounds, seems like the rounds would play at some point. Also not sure why you would play the same provider for $500 a pop if you were already experiencing issues? Did you do some regular spins and it worked fine? Did you try a different browser?

[davidporsta1097]

Different browser not working and it is not important anymore in this case.


The fact is, winz has stolen my game rounds and not willing to return my money.


2 high value bonus rounds. And only gave me the standard winning.

What kind of evidence do you need?

I try to contact live support, but they tell me it is closed, with no funds return.

how about the screenshots of all the conversations you've had with their support? also, I don't know if it will show on your betting history but if possible you should also show the transaction of the bonuses you bought while playing on their slot games.

I have the email reply from the support team, but it is not english.


Everything I described here all true, the bought bonus games are in my game history, I can provide it.

Don't worry much about language barrier. Google helps us a lot with its Lens app. I'll "translate" it for you if you upload them here while quoting for visibility at the same time.

Meanwhile, though it's probably too early to bring the big gun... yahoo62278, paging you to bring this to your attention, just in case we need you to do us a favor by reaching the owner, suppose their rep doesn't pop in here within the next couple of days?

I was going to reply here and let the OP know I would have the owner take a look but it looks like support has already answered him.

Not sure why they would close the bonus rounds, seems like the rounds would play at some point. Also not sure why you would play the same provider for $500 a pop if you were already experiencing issues? Did you do some regular spins and it worked fine? Did you try a different browser?

If winz tell me, that the bonus rounds were auto played until end, I would be fine and take the situation that I lost a lot, but unfortunately, winz decide just to close it without return any money

[moderator's note: consecutive posts merged]

[acroman08]

Hi, I just got a reply from their forum representative after sending them a PM a week ago and they mentioned that they will investigate your case with their support team and will give you an answer once they get more information about your issue. so just a heads up, you might either get a reply directly from them to your email or they might give their answer here(I am not really sure).

[davidporsta1097]

They are lying, they won't answer

[winz.io]

I sincerely apologize for the delay in getting back to you and for the inconvenience caused by your experience with the bonus buy rounds in Bonanza Billion and Penny Pelican.

After reviewing your case, I can confirm that the stuck bonus rounds were closed unexpectedly. As a result, we have now compensated the amount directly to your account. Please check your balance, and let us know if you need any further assistance.

[acroman08]

I sincerely apologize for the delay in getting back to you and for the inconvenience caused by your experience with the bonus buy rounds in Bonanza Billion and Penny Pelican.

After reviewing your case, I can confirm that the stuck bonus rounds were closed unexpectedly. As a result, we have now compensated the amount directly to your account. Please check your balance, and let us know if you need any further assistance.

this is great to hear!

@OP would you mind confirming that they have refunded the money directly to your account? and if the issue has been resolved, would you mind editing the thread of the title and add "resolved" on it.

[PX-Z]

I sincerely apologize for the delay in getting back to you and for the inconvenience caused by your experience with the bonus buy rounds in Bonanza Billion and Penny Pelican.

After reviewing your case, I can confirm that the stuck bonus rounds were closed unexpectedly. As a result, we have now compensated the amount directly to your account. Please check your balance, and let us know if you need any further assistance.

That's a rare scam complaint to resolve nowadays that I can see/read on this board. If this is just an honest mistake from the winz then complaining about any unfair treatment toward any casino is not bad at all, thus this community here serves its purpose.

[Mahdirakib]

~snip~

Although it took a bit long time to resolve the issue, but I wasn't expecting such a positive outcome. I had seen similar complaints against another casino in the past, and the casino was continuously saying that the bonus round has been completed properly. BTW, the OP had lost his hope to see a positive outcome here.
@acroman08, thank you for helping OP by informing Winz.io team about this accusation.

[yahoo62278]

Winz.io owner has always been responsive and professional when they have dealt with me. Look at this section, how many accusations do you see against them? Not many because they have been operating legit since they launched. They might be slow at times, but it takes time to investigate.

[davidporsta1097]

I sincerely apologize for the delay in getting back to you and for the inconvenience caused by your experience with the bonus buy rounds in Bonanza Billion and Penny Pelican.

After reviewing your case, I can confirm that the stuck bonus rounds were closed unexpectedly. As a result, we have now compensated the amount directly to your account. Please check your balance, and let us know if you need any further assistance.

Hello, I confirm my funds are back to my balance, and thank you for the 50 free spins, it's nice to have a little fun after this situation although I was disappointed.

I'm happy the desicion was reversed, without this post I would lost my money.

Thank you to everyone who replied this post. I consider it as happy end

[xLays]

I sincerely apologize for the delay in getting back to you and for the inconvenience caused by your experience with the bonus buy rounds in Bonanza Billion and Penny Pelican.

After reviewing your case, I can confirm that the stuck bonus rounds were closed unexpectedly. As a result, we have now compensated the amount directly to your account. Please check your balance, and let us know if you need any further assistance.

Hello, I confirm my funds are back to my balance, and thank you for the 50 free spins, it's nice to have a little fun after this situation although I was disappointed.

I'm happy the desicion was reversed, without this post I would lost my money.

Thank you to everyone who replied this post. I consider it as happy end

The same thing happened to me on Stake.com, but with different slot game (Lucky Penny) and it took two days before they refunded my bonus buy amount. And the difference is they didnt give me any compensation. lol

Anyway, good to see they refunded your bonus buy amount and gave some compensation. Since it’s already resolved, you can edit the thread title to [Resolved] and lock the thread.

[DegenDiceAddict2lambo]

I had problems like this , weeks of chat solved it Goodluck