Casino Complaint Coral Casino - Free Spins Feature;Winnings Not Credited

Hi all,

I was playing the slot 'A Night Out' via Coral casino, I entered free spins mode @ £1.00 a spin. I was awarded 3 free spins @ x10 multiplier. Ok I thought, so I won £30.75 in total from the free spins however after the feature had played out the winnings were not credited to my balance, and in the game history it shows no signs of the winnings paid from that spin.

I contacted Coral straight away who said that they will look into it & get back to me, this was Friday last week. I chased them up myself on the Saturday & this is what they responded with:


Thank you for contacting the Coral Customer Support team. We apologise for the delay in replying to your query.

Further to your communication regarding having been kicked out of a A Night Out game session, we require you to provide more information about this experience for our technical team to investigate this further.

Please can you confirm:
- The time and date this experience happened, especially the specific time so as to identify the exact game session to investigate
- The amount you stakes at the start of the game session which subsequently kicked you out just before the bonus feature
- What indicators or signs appeared during the game session to notify you a bonus feature, if any, was coming up
- Which mobile device, if any, you were using at the time including what version of operating system it is running on
- Which desktop or laptop computer, if any, you were using at the time including what version of operating system it is running on
- Which internet browser you were viewing the website through and what version, or if you were using the Coral Mobile App or Coral Download software
- Version of Adobe Flash Player you have installed.
- Version of Java you have installed.
- Confirm that you gone through clearing out your browser data.

I then responded with the above information to a point, as I did not have a screenshot as evidence (which makes me think it's my word against there's)

They have since not responded at all even though I have sent them 3 further emails asking for a response.

For me it is not about the money, I can live without £30.00. However, what worries me is if I play again & it's a bigger win, the same thing happens, also to just ignore a customer is outrageous. I should add I have over 2,000 comp points which means I have wagered £20,000 GBP on their site & regularly deposit, I am not just trying to 'make something up'

Is there anywhere I can go from here without the screenshot evidence!?

Thank you

Well I have observed a recent trend in some casinos whereby strange things occur like mentioned here, without any rhyme or reason and the casino basically sticks two fingers up and says 'prove it'.

They are fully aware that you (mostly) have no way of documenting your session; maybe it is just a precaution on their part but I always thought the best business models have generally given the players the benefit of the doubt. Perhaps this kind of practice has always gone on with the less reputable casinos, I'm fairly new to the industry so I wouldn't know.

I too had my balance disappear completely with £2 or so to go recently whilst playing at a particular casino, I was annoyed but could not be arsed to jump through hoops to prove it. I have learned to just stick to a healthy 5 or 6 reputable joints and prefer to place my trust in them.

I'd suggest you kiss the funds goodbye unfortunately

CORAL !! - asking such basic and also so many pointless and some unanswerable questions!!

Included from your OP,

Which internet browser you were viewing the website through and what version, or if you were using the Coral Mobile App or Coral Download software
- Version of Adobe Flash Player you have installed.
- Version of Java you have installed.
- Confirm that you gone through clearing out your browser data.

What kind of BS rubbish is this?

They'll be asking what a 'Lucky 15' or an 'Accumulator' is next

Think as said above its going to be one of those situations which just ain't worth the headache, on the other hand won't Playtech the slot provider have logs their end??

Thanks for the replies....

I have since had the following reply since posting on casinomeister (maybe a coincidence)

Dear *********

Sorry for the delayed response.

Please be advised that our technical department have picked this query up and are currently investigating. Once we hear back we will be in touch with how to resolve this problem.

Should you require any further assistance on this or any other matter, please do not hesitate to contact our Customer Support Team on 0800 44 00 11 or Live Chat (available Monday-Sunday 7:00am – 12:00am).

Kind Regards,

Jo

Coral Customer Support


I shall wait to hear what they say, bearing in mind I have had a similar reply when I initially raised the claim nearly a week ago! Seems they have a lot of 'investigating' to do over @ Coral!!

Obviously I've still yet to receive a reply, it's either they are not taking my claim seriously or perhaps this thing does happen but it is hidden due to 'no proof'?....

.....either way, I'm not gaining any confidence from Coral here. Very poor customer service on this particular situation. I have seen other companies have 'reps' on the forum, do Coral have one?

Thank you

goatwack said:

Well I have observed a recent trend in some casinos whereby strange things occur like mentioned here, without any rhyme or reason and the casino basically sticks two fingers up and says 'prove it'.

They are fully aware that you (mostly) have no way of documenting your session; maybe it is just a precaution on their part but I always thought the best business models have generally given the players the benefit of the doubt. Perhaps this kind of practice has always gone on with the less reputable casinos, I'm fairly new to the industry so I wouldn't know.

I too had my balance disappear completely with £2 or so to go recently whilst playing at a particular casino, I was annoyed but could not be arsed to jump through hoops to prove it. I have learned to just stick to a healthy 5 or 6 reputable joints and prefer to place my trust in them.

I'd suggest you kiss the funds goodbye unfortunately

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while i agree with this answer, its not entirelly true, there are ways to prove it, in the account screen if that site has one, and your play logs should clearly show the win and spins,as well as many many players are now video-streaming their play online as proof for when something does go wrong. Yes its a lot of hassle but 9 times out of 10 when something does go wrong you need that video shot. If the stall tactics continue i would submit a PAB with Max especially if Coral is not blacklisted or rogue.

Daniel L said:

Obviously I've still yet to receive a reply, it's either they are not taking my claim seriously or perhaps this thing does happen but it is hidden due to 'no proof'?....

.....either way, I'm not gaining any confidence from Coral here. Very poor customer service on this particular situation.

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Software malfunction cases always involve casino employees and software provider's employees who only work at Monday to Friday at normal hours. Software provider's end is usually the bottle neck in these cases, it often takes up to 10 business days until casino receives answer from there, sometimes longer. Playtech being Playtech, I wouldn't surprised if it would take longer.

Those Playtech employees are not going to use their time to write daily status reports for every customer. Spamming the normal customer service with status requests is just going to result to no reply or "it's under work" reply. It has been only 5 business days, so I would recommend that you just wait and choose to not to get stressed over this.

Finn, thanks for your reply.

Had Coral explained like yourself then this would be fine.

Good points raised by the members here...

I do agree that the 'wait' and when it seems like the casino is ignoring you can be mega frustrating.

Hopefully it will all be sorted Monday

Unfortunately I've still not heard nothing but as suggested I am waiting & not bugging customer service, could anyone advice what to do if I don't hear nothing back & when by. The error occurred on 10th April.

Thank you

I would chase them up if I had heard nothing by now.

You could pm the rep https://www.casinomeister.com/forums/members/30655/ and ask him to look into it as its an accredited casino.

He has not been online for a week put if you pm him he will probably be on with in the next few days. He is helpful and might get to the bottom of it for you.

Thank you Paul, very useful. I have sent him a PM.

Unfortunately another working week passes by & no response from Coral or the rep on here.

Take Paul's advice above, but take it to the 'next level' bombard them with emails, phone them constantly (not particularly on CM but via the details on the 'contact us' part of the website)

Always a last resort but becoming a nuisance can work from time to time and it would be their own fault for lack of reasoning.

This just happened again, same machine, same site. However this time I managed to capture a screenshot which matches the time I was playing the game in my account history with Coral, so let's see what they have to say now. My account history even shows the couple of minutes delay inbetween 'normal' spins whilst I was in free spins mode.

Daniel L said:

This just happened again, same machine, same site. However this time I managed to capture a screenshot which matches the time I was playing the game in my account history with Coral, so let's see what they have to say now. My account history even shows the couple of minutes delay inbetween 'normal' spins whilst I was in free spins mode.

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Why would you continue to play there with both the lack of support and the game errors?? yet you decide to play there again and now stuck with another problem. If I was you I would leave them so many better sites out there. Even a site like Paddy Power or even StanJames if ur just playing slots stick to the high accredited ones here at CM.

PaaskeDKnowUK said:

Why would you continue to play there with both the lack of support and the game errors?? yet you decide to play there again and now stuck with another problem. If I was you I would leave them so many better sites out there. Even a site like Paddy Power or even StanJames if ur just playing slots stick to the high accredited ones here at CM.

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Yes I thought someone would say that, I also do sports betting & so had funds on the site. I was playing just 20p a spin to see if my error was indeed a general bug with the game, having successfully found that out im hoping that they'll be some kind of resolution now.

To add, Coral are very reputable here is the UK, they have shops allover the place. I trust them with my funds just think they've been a bit slow to react to what now seems to be a bug of some kind.

Daniel L said:

To add, Coral are very reputable here is the UK, they have shops allover the place. I trust them with my funds just think they've been a bit slow to react to what now seems to be a bug of some kind.

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Totally agree with you in that. It can't get worse than Ladbrokes really can it

Did you get booted after the win screen, but before it was credited? You know how it doesn't add to your balance until after a count up. Or did you get booted after some spins before that win screen came up?

That should be stored on the playtech servers, and they are not noted for being speedy. No matter which playtech casino.

I have had the issue of a game being stuck before bonus round finishes, and had had to replay game after a boot, and it won't and you can't play anything else because you have pending bonus round. Not at Coral, but playtech. Since it froze before the bonus round played out, it wasn't showing, and tech support could not promise to be successful unsticking it, and it did take a bit of time. They were successful, but even despite screenshots but they did tell me if Playtech couldn't sort it, the bet would be simply be returned, they couldn't give me even minimum that would have been won (was not a free spins, min was maybe 10x bet or so).

They did achieve success in my case. Much as I enjoy the games with Playtech, I do not think the platform is player oriented, or maybe even casino operated.

Reputable businesses cannot be happy about having to deal this way with their players.

A week is more than enough time for a CM rep to at least respond to say they are looking into it, You should report that to CM at least. Sometimes someone leaves a position and the new person needs to take over an account, or there can be some kind of fail with email delivery of a pm.

PaaskeDKnowUK said:

Totally agree with you in that. It can't get worse than Ladbrokes really can it

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Totally, totally agree, surely, nothing, ever! could be worse than Ladbrokes (Betway group comes close)

Laddies of old=great, nowadays its a shoddy cowboy joint managed by 'those fat fish things' (best description I can manage ) in the Netent Evolution game

So, I just had a long chat with a Coral advisor via the phone.

Basically, they have said that because I am playing via iPhone 5s using 'safari' mode, bugs like this will happen. I am not to use Safari to play games & they have sent another OCC? to the technical team which will be looked into.

Another concern is, why am I allowed to play via 'Safari' If errors like this occur, I don't see them mentioning this on site - it's never happened with any other slot. I did express my concerns with the slot itself & maybe it's just a bug with that, I have played with Safari on numerous sites, this is the year 2015.

I am not holding my breath for the 9th April winnings or my potential winnings yesterday.

Jasminebed said:

Did you get booted after the win screen, but before it was credited? You know how it doesn't add to your balance until after a count up. Or did you get booted after some spins before that win screen came up?

That should be stored on the playtech servers, and they are not noted for being speedy. No matter which playtech casino.

I have had the issue of a game being stuck before bonus round finishes, and had had to replay game after a boot, and it won't and you can't play anything else because you have pending bonus round. Not at Coral, but playtech. Since it froze before the bonus round played out, it wasn't showing, and tech support could not promise to be successful unsticking it, and it did take a bit of time. They were successful, but even despite screenshots but they did tell me if Playtech couldn't sort it, the bet would be simply be returned, they couldn't give me even minimum that would have been won (was not a free spins, min was maybe 10x bet or so).

They did achieve success in my case. Much as I enjoy the games with Playtech, I do not think the platform is player oriented, or maybe even casino operated.

Reputable businesses cannot be happy about having to deal this way with their players.

A week is more than enough time for a CM rep to at least respond to say they are looking into it, You should report that to CM at least. Sometimes someone leaves a position and the new person needs to take over an account, or there can be some kind of fail with email delivery of a pm.

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First time, it just never credited my balance. Yesterday I had some spins remaining when I was removed from the game, Re-loaded & desire had disappeared.

What do you mean by reporting to CM? Thanks for your post!

Coral game dispute

Hi Daniel,

First please let me apologise for the delay in getting to this tread. As there'd been no PM to my account and its been a particularly busy period, I hadn't had a chance to come on Casinomeister and have a run through the forum in general. Secondly please let me apologise for the delay you've had in getting a reply from our Customer Support Department. While our agents have massively improved the level of service and reduced response times, game queries have to be taken directly with the game provider, in this case Playtech, who can be very slow in answering issues like this. It's far from ideal but unfortunately necessary as we don't have access to the detailed logs that would prove your case. I completely understand that providing the list of information that you were asked for again is a pain however these are the details that we've been asked to provide by Playtech in order for them to trace down bugs.

If you PM me on your username and details I can follow up for you here and see if we can get this resolved sooner. I understand that you've had further problems with the game since the initial incident so again I'll raise this with our Account Manager at Playtech to see if we can investigate and resolve these.

Thanks to all the other posters for your helpful advice. If there's ever an issue in future please PM me as we have a mail alert setup which means we can follow up straight away.

Thanks

Anthony

Thank you for your reply, I have sent a PM.