Non-Bonus Complaint So frustrated, need information and clarification

Hi everyone,
I am playing with a very popular casino and I like that particular casino very much.
My issue is driving me crazy and I can't seem to get a straight answer.
I was playing the game Dragons Myth and having a great run so I increased my bet to $20 a spin.
Then I won the feature Yah! It played for a few spins the I won a bonus symbol that gives you a stuck wild and 3 extra spins, next spin I won another bonus symbol! Another stuck wild and 3 more spins again! I had 11 spins remaining when the screen froze and I could no longer continue.
I rang and spoke to a rep who assured me that they can reload and the feature and monkey won would be credited to my account.
After a few emails and a few phone calls in turns out they had to contact the game maker to fix the error but again was assured that the game maker may have to play through the feature but all money won would be mine. I was even directed to their t and c page on the website that said interrupted play could be continued etc.
I heard back last night that the game was reloaded and ready to go but when I went to the game the feature was gone and no money was credited.
After more emailing and live chatting I was told I was payed outage to check play check, I did and no record of the feature was there, the casino said he had told his superior and that they would get back to me.
When the superior got back to me I was told i hadn't been paid but here is $20 bonus for your troubles!
What happened to the feature? What happened to the money? They said I didnmt win any but I know I did before the game froze, what happened to it?
Does the game maker completely wipe the game? I was told they don't but it appears they have.
Has anyone had anything like this happen before?
What can I do?

Unfortunately, not knowing the casino, I can't suggest the rep to speak to here (assuming they're accredited), but you can find them under the i-rep tab > https://www.casinomeister.com/forums/members/?key=staff_members

I would say they are definitely in the wrong here to just pay you $20 bonus which if you were betting at $20 a spin is kind of insulting. I have had issues with Microgaming/NetEnt before where the games would freeze and I would have to reload but even if its in the middle of a free spin round it would always pick up right where I left it.

My only time where I had an issue with bonus money not being credited after a bonus round was the game Great Blue on playtech where the game kept on freezing and it took me about 6 'open and closing' of the game to finish the bonus round and the amount I won was not credited so I spoke to livechat who contacted the game provider and about a week later I was recredited about $12 (which was roughly the amount I won during free spin) back to my account.

When things like these happens you will need evidence on your side and taking a screenshot of your screen will be about all you can provide so I recommend doing that whenever you think an issue that you will have to deal with customer service arises. Your playlog as you said did not record the free spin round so that is kind of a worry in my opinion.

I think you have a case here and best to take advice from more experienced members but I think you can PAB and hopefully get the outcome you want.

I tracked down a rep and sent a PM, I didn't name the casino because I am hoping I can get some answers ( and my winnings)
Can I pm you the casino name to see if I emailed the right person?

I have a screen shot of when the game froze and all the emails and the last live chat. Luckily I thought to do that at least. !

Mummyof3 said:

I tracked down a rep and sent a PM, I didn't name the casino because I am hoping I can get some answers ( and my winnings)
Can I pm you the casino name to see if I emailed the right person?

Click to expand...

The casino property is listed to the right of the rep - clicking their page will not only allow you to send msgs but see their profile to dbl check their casino property. Gl!

ps - no good reason to not name the casino - you haven't said anything aside from your version of events as from your perspective.

I have emailed the operations director, let's see where this goes from here.

Mummyof3 said:

Hi everyone,
I am playing with a very popular casino and I like that particular casino very much.
My issue is driving me crazy and I can't seem to get a straight answer.
I was playing the game Dragons Myth and having a great run so I increased my bet to $20 a spin.
Then I won the feature Yah! It played for a few spins the I won a bonus symbol that gives you a stuck wild and 3 extra spins, next spin I won another bonus symbol! Another stuck wild and 3 more spins again! I had 11 spins remaining when the screen froze and I could no longer continue.

Click to expand...

Do you remember exactly or approximately the amount you had already accumulated at that point?

I rang and spoke to a rep who assured me that they can reload and the feature and monkey won would be credited to my account.

Click to expand...

This normally is the case, but doesn't always work, as you have experienced..In this case it's a mix of operator's integrity and their deciscion may also be weighed on what info the gameprovider in question supplies them with..

Still, i can imagine, that despite our amazing technological progress, it would be a bit of a stretch to credit an actual monkey to your account! The little bugger may have caused this technical failure, trying to get into your balance!

When the superior got back to me I was told i hadn't been paid but here is $20 bonus for your troubles!
What happened to the feature? What happened to the money? They said I didnmt win any but I know I did before the game froze, what happened to it?
Does the game maker completely wipe the game? I was told they don't but it appears they have.
Has anyone had anything like this happen before?
What can I do?

Click to expand...

Joking aside, i did have similar issues, which were always resolved in my favor, but in most of those cases the Casino had to trust me on my word, as the information wasn't retrievable...

Whatever the case, depending on your answer to my question (how much you had accumulated up to that point) 20,- may indeed seem like a bit of a meager solution. Saying that, while i also have played that game, and noticed most of the features on that machine can easily pay out less then 10x bet...

Good luck though, hope all is resolved in an appropriate manner

I have just recieved another email saying that they are contacting the game maker again. Hopefully this works out well, the reps I have had dealings with have been nice and I believe they are trying to resolve this for me. The Casino is one of the highest ranking Casinos on this site so I'm sure they're not dodgy. Fair's fair though, I made the bet, I win the feature, then through no fault on my behalf there was an error. I deserve the prize I won.

Monkey I re read my post twice looking for spelling errors! Obviously a case of not enough coffee. Although a Monkey would be super cool!

Mummyof3 said:

I have just recieved another email saying that they are contacting the game maker again. Hopefully this works out well, the reps I have had dealings with have been nice and I believe they are trying to resolve this for me. The Casino is one of the highest ranking Casinos on this site so I'm sure they're not dodgy. Fair's fair though, I made the bet, I win the feature, then through no fault on my behalf there was an error. I deserve the prize I won.

Monkey I re read my post twice looking for spelling errors! Obviously a case of not enough coffee. Although a Monkey would be super cool!

Click to expand...

A little joke never hurts

But on my question, can you recall the winnings up to the error?

I have screen shots and what I remember all written down at home, I'm at work right now but will post the info when I get home

Just a quick update, I have had some correspondence with various members of the casino staff.
I have been doing some research and have discovered that this situation happens with this particular software provider with some regularity.
I am confident that there will be a positive outcome for me.
The limited information I managed to track down indicates the wins I saw accumulate before the feature died, I am going to keep this info to myself until I get a response from the casino and can compare my info and the info they provide. It'll be interesting to see if it matches up.

Slightly off topic for a sec, if I may. I am gathering my RTP stats, I have had consistant game play since joining the casino in question. Since I lodged my complaint, literally after the very first phone call my luck had a massive turn for the worst! A complete and unbelievable nose dive.
Has anyone lodged a complaint and had their RTP change very dramatically?
Is their a way I can compare the RTP from before and after the complaint was made?
I can't shake the feeling that it's terribly coincidental timing. Am I being paranoid? Perhaps I'll be looking for Aliens to confirm my conspiracy theories next......

Mummyof3 said:

Just a quick update, I have had some correspondence with various members of the casino staff.
I have been doing some research and have discovered that this situation happens with this particular software provider with some regularity.
I am confident that there will be a positive outcome for me.
The limited information I managed to track down indicates the wins I saw accumulate before the feature died, I am going to keep this info to myself until I get a response from the casino and can compare my info and the info they provide. It'll be interesting to see if it matches up.

Slightly off topic for a sec, if I may. I am gathering my RTP stats, I have had consistant game play since joining the casino in question. Since I lodged my complaint, literally after the very first phone call my luck had a massive turn for the worst! A complete and unbelievable nose dive.
Has anyone lodged a complaint and had their RTP change very dramatically?
Is their a way I can compare the RTP from before and after the complaint was made?
I can't shake the feeling that it's terribly coincidental timing. Am I being paranoid? Perhaps I'll be looking for Aliens to confirm my conspiracy theories next......

Click to expand...

It is not possible for them to change your RTP just like that as its all random and controlled by software providers servers. Unless we are talking RTG casino then it is possible to modify but not possible to say > heck lets put this player to lose everything

PaaskeDKnowUK said:

It is not possible for them to change your RTP just like that as its all random and controlled by software providers servers. Unless we are talking RTG casino then it is possible to modify but not possible to say > heck lets put this player to lose everything

Click to expand...

Even though I'm quoting the same case over and over I still have to do it. The claim that it's not possible to adjust games RTP or even payouts is incorrect. Perhaps true for some casinos, but not for all.

A reputable casino called Paf.com has, in the past, adjusted games part of their bonus promotions. The case I'm referring to are the NetEnt scratchcards. They had a promo where you could gain up to 10? free scratchcards. Well as it happens, the possible win (not guaranteed, of course) for every card was 2€ and no more. I'd say it was just a bad luck if it was my 10 cards, but we talked about this in an another forum and there were multiple players, all with 10 games each, and the possible win was 2€ for each and no more. Coincidence? I think not. Paf admit that the cards had a '' problem '' in them but said it was an issue beyond their control. I find it hard to believe the issue just HAPPENED to affect the cards part of the promo ..

After witnessing the above event when I see stuff like this happen (contact livechat about how much wager I have left and suddenly I can't win even a 3x bet with hundreds of spins for example) always makes me so suspicious ..

On topic: What's with the OP refusing to tell the casino name? What do you think the issue will be for you to tell us the casino name? Why write about a problem at a casino but you won't even tell us it's name? Casinos don't like negative attention. If anything, making it publicly known might encourage them to work and fix your problem faster.

First of all I'd like to thank everyone for taking the time to read my post and especially to those of you who have offered advice.
My original intention when writing the post was to see if anyone had heard of an issue like mine.
I was advised to contact the rep, and did so.
The casino rep has been corresponding with me and I believe is genuinely trying to help solve this issue.
I don't mean to give off the impression that I am refusing to name the casino, I believe them when they say it's a software provider problem and they will sort it out for me.
I appreciate that mistakes are made and am happy to work with the casino as they correct the error.
I don't want to tarnish the reputation of a casino that admitted the error and is working to correct it.

distrance said:

Even though I'm quoting the same case over and over I still have to do it. The claim that it's not possible to adjust games RTP or even payouts is incorrect. Perhaps true for some casinos, but not for all.

A reputable casino called Paf.com has, in the past, adjusted games part of their bonus promotions. The case I'm referring to are the NetEnt scratchcards. They had a promo where you could gain up to 10? free scratchcards. Well as it happens, the possible win (not guaranteed, of course) for every card was 2€ and no more. I'd say it was just a bad luck if it was my 10 cards, but we talked about this in an another forum and there were multiple players, all with 10 games each, and the possible win was 2€ for each and no more. Coincidence? I think not. Paf admit that the cards had a '' problem '' in them but said it was an issue beyond their control. I find it hard to believe the issue just HAPPENED to affect the cards part of the promo ..

After witnessing the above event when I see stuff like this happen (contact livechat about how much wager I have left and suddenly I can't win even a 3x bet with hundreds of spins for example) always makes me so suspicious ..

On topic: What's with the OP refusing to tell the casino name? What do you think the issue will be for you to tell us the casino name? Why write about a problem at a casino but you won't even tell us it's name? Casinos don't like negative attention. If anything, making it publicly known might encourage them to work and fix your problem faster.

Click to expand...

Thanks but I am sorry to say you are incorrect in your statement. The case with scratch cards would be because Net Entertainment had made "special" scratchcards for that promotion (which of course then would be misleading) BUT has nothing to do with general RTP etc. Casinos and I repeat CASINOS has no way possibility to change the rtp. It is already set and can not be altered by anyone else than the software provider if we are talking about Net Entertainment, Microgaming etc.

With you own can win over 3x bet then again I am sorry but that is just the nice luck of gambling. I won over £20,000 on a lucky jackpot then had some nice spells at different casinos. Then now last 3 weeks they have ripped me apart taken over 10K. Again that is just pure luck and not because a Casino decides to turn down for RTP for a player as again they have no control over. In the end the Casino will always win they would not need to change RTP they are the winner every time and will always be like that.

I already mentioned a bit about RTG software where casinos can modify the overall RTP.

I think you should do your own research and have a look around and you will find the same I know. I have after all been a gambler for over 20 years and know what I am talking about

PS also you requesting the casino name. Try look in rules here at Casinomeister. Clearly states OP should try have this resolved in all different instances. And try contact REP etc. Which OP (Mummyof3) has done perfectly. And I feel she shows great example here for lot of members and even new coming members showing how its done. :notworthy
Also rules are not to use a new thread for own agenda which like you say maybe they will work or fix problem quicker. Sorry but that is not how it works. If there was a technical glitch etc. Then software provider would need plenty of time to solve this and also Casino is not the part to blame either

STILL frustrated and waiting for answers.......

Ok,
So I heard back from the casino rep saying that "we've gotten to the bottom of this!, the game played out, you were payed out, technical error, sorry about that etc, etc"
The software provider provided game play information that isn't available to view on the casino website with the rest of my gaming history. Yah! I think to my self.

Until I open the attachment that is supposed to hold all the answers......

The attachment is the missing game play data, it does show the feature being won and the first few spins and the wins off those spins ( that were slightly different than I had remembered but am willing to give them the benefit of the doubt) then the second bonus and 3 extra free spins are won and ....... Nothing.
The information stops there.
The screen shot I took when the game froze has 2 wild symbols lined up with a blue dragon ( which should have a pay of 20 and since I was playing a $20 spin that should be 20x20 ? Not sure if the bonus feature has a multiplier as I can't find the info anywhere). And the extra bonus symbol was yet to be "shot in to place to become a fixed wild.
There was no payout for that spin and no record of further spins or money won.
Back to square 1.
I have emailed them again and provided the screen shots, they are contacting the software provider and i am still increasingly impatiently waiting to hear back from them.
Also FYI before this 'glitch' my RTP was 98.3%, immediately after the 'glitch' my RTP plumeted to 69.7%.

Mummyof3 said:

Ok,
So I heard back from the casino rep saying that "we've gotten to the bottom of this!, the game played out, you were payed out, technical error, sorry about that etc, etc"
The software provider provided game play information that isn't available to view on the casino website with the rest of my gaming history. Yah! I think to my self.

Until I open the attachment that is supposed to hold all the answers......

The attachment is the missing game play data, it does show the feature being won and the first few spins and the wins off those spins ( that were slightly different than I had remembered but am willing to give them the benefit of the doubt) then the second bonus and 3 extra free spins are won and ....... Nothing.
The information stops there.
The screen shot I took when the game froze has 2 wild symbols lined up with a blue dragon ( which should have a pay of 20 and since I was playing a $20 spin that should be 20x20 ? Not sure if the bonus feature has a multiplier as I can't find the info anywhere). And the extra bonus symbol was yet to be "shot in to place to become a fixed wild.
There was no payout for that spin and no record of further spins or money won.
Back to square 1.
I have emailed them again and provided the screen shots, they are contacting the software provider and i am still increasingly impatiently waiting to hear back from them.
Also FYI before this 'glitch' my RTP was 98.3%, immediately after the 'glitch' my RTP plumeted to 69.7%.

Click to expand...

Cases like this could take several weeks and sorry you will need to have patience.

I had my own case against Microgaming where I was cheated from a BIG win and only ended up with a ridiculous compensation which the Casino paid me and I accepted in the end after fighting for many weeks.

Remember in the end the Casino or Software Provider will win. We have no chance of checking what goes on behind. And as alway they can cash in on a technical error or glitch.

I have my thread here somewhere at Casinomeister from that time. And it was really never resolved proper only because at that time I was desperate for money and took the bailout Slot at that time was Fearless Frederick. I will try find the thread and add to here.

But I wish you good luck in this I hope you get it resolved or at least given a proper compensation.

UPDATE: found the link for my case that time https://www.casinomeister.com/forums/threads/slot-error-casino-share-microgaming.31667/