A Question About Game Errors

AlexJamesSmith

Dormant account
Joined
Oct 10, 2016
Location
Brighton, United Kingdom
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"?
 
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SpinUk

Meister Member
PABnonaccred
MM
Joined
Oct 10, 2012
Location
London
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

Dormant account
Joined
Oct 10, 2016
Location
Brighton, United Kingdom
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

Meister Member
PABnonaccred
MM
Joined
Oct 10, 2012
Location
London
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

Dormant account
Joined
Oct 10, 2016
Location
Brighton, United Kingdom
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!
 
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