A Question About Game Errors

[AlexJamesSmith]

Hey all,

So this is something that happened around 8 months ago, and while it's all done and dusted now (well, I just closed my account), I can't help but feel like I was somewhat 'cheated' by the casino.

I won't mention the casino, as I'm not expecting any kind of resolution - just curious to hear others' thoughts.

So I had a balance in my account of £100, and went to play Monopoly Big Event mega spins (£30 each.)

For those who know the game, I landed the green sticky-bonus symbol one(Basically, when you start the mega spins, a wheel thing spins, and you can either land multipliers, or sticky bonus symbols)

Anyway, on the first mega spin, of give, I hit a decent win and two sticky bonus symbols - so i'm almost certainly going to land the main bonus feature. Next spin, another decent win - total winnings now about £60. 3 spins remaining, and I get a game error.

Restart the game, error still persists. Clear cache, cookies etc etc - long story short, there's nothing I can do to get the game working again, so CS put it to the tech team to deal with.

Few days later, I hear back saying the game was voided, and I was returned by £30 stake. The thing is - I'd already WON £60 in the slot. And it was very, very likely I'd have won more, given that landing a bonus round was a very likely occurrence.

I get that slots have the "malfunction voids all play" disclaimer thing - but surely in situations like this, the casino - or the game operator - will be able to see the outcome?

Am I right in thinking this is unfair? Or is this "common"?

 

[SpinUk]

Had this issue at kaboo recently - you need to ask them to contact the provider who will have the game record played out. Note it takes ages and they were hesitant about doing it but I was fobbed off similarly like you initally. Ask them and see what they say. Obviously its less time consuming/more lucrative to just return your stake.

 

[AlexJamesSmith]

Had this issue at kaboo recently - you need to ask them to contact the provider who will have the game record played out. Note it takes ages and they were hesitant about doing it but I was fobbed off similarly like you initally. Ask them and see what they say. Obviously its less time consuming/more lucrative to just return your stake.

Yep, that was the first thing I asked! I just got a fobbed-off kind of reply, and they said 'this is our final decision' etc etc.

 

[SpinUk]

I’d personally ask to see their gaming log from WMS/whoever the provider is for that game to back it up. Could have been worth £100s

 

[AlexJamesSmith]

I’d personally ask to see their gaming log from WMS/whoever the provider is for that game to back it up. Could have been worth £100s

I got so hacked off with their lack of response, I ended up self excluding from their site. Would that make a difference? They'
re UKGC licensed, so perhaps I could go through a dispute thingy. I'll have to take a look into it, thanks for your help!