I have contacted Bellerock support and their rep here about a thing that happened during a free spin session on Alaskan Fishing. The casino was Jackpot City and it was over one week ago.
I had about 5 free spins left when I also hit the bonus game. During free spins all wins are doubled.
The bonus game gave me 780 coins:
2 small fish at 60 coins each
2 medium fish at 150 coins each
1 big fish at 360 coins.
These 780 coins weren`t doubled.
When the last 5 free spins was over I had a total win of 979 coins.
I immediately asked live chat about it(as usual when comes to technical issues it took a long time between his answers). He was trying to help and promised to get more information from Microgaming and I was promised an answer in email.
At this point in the conversation I made sure he had got all info, I didn`t want to write it again. He said he was going to forward all info.
After a while I received an email from playersupport@bellerockentertainment.com where they wanted all info again.
I sent them all info again. The day after I emailed them and asked why I didn`t hear from them. I received no answer.
I asked their rep here to look in to it.
I received no answer from him either.
Today, a long time after all happened I emailed them again to receive answer.
I also tried to remind their rep here.
An hour ago I received answer from playersupport, the answer was in swedish. Translated and shorted:
We apologize..we have recieved an audit from your game and we attached it to this email.
The thing in the email is just the same info I can see in my account at Jackpot City.
No answer to the question about the "non doubled" win during freespin.
As a matter of fact, the session audit doesn`t even tell that it was a bonus game during free spins.
My questions:
1. Can Microgaming/Jackpot City at all see every single spin of the free spins and that I hit the bonus game?
2. Does the sentence "all wins are doubled during free spins" mean that the bonus game money is doubled as well?
My own answer to this is: of course , otherwise they have to change the text on the paytable. I want your opinion here.
3. If Microgaming/Jackpot City can`t see what is happening during free spins, does that mean that they think it didn`t happen?
4. Can I reach their rep here in another way that PM?
The issue here is important. Sometimes I play Alaskan Fishing with bigger bets and then it`s suddenly 97.9$ instead of these 9.79$..
I want some opinions here before I answer the email from playersupport.
/maphesto
I had about 5 free spins left when I also hit the bonus game. During free spins all wins are doubled.
The bonus game gave me 780 coins:
2 small fish at 60 coins each
2 medium fish at 150 coins each
1 big fish at 360 coins.
These 780 coins weren`t doubled.
When the last 5 free spins was over I had a total win of 979 coins.
I immediately asked live chat about it(as usual when comes to technical issues it took a long time between his answers). He was trying to help and promised to get more information from Microgaming and I was promised an answer in email.
At this point in the conversation I made sure he had got all info, I didn`t want to write it again. He said he was going to forward all info.
After a while I received an email from playersupport@bellerockentertainment.com where they wanted all info again.
I sent them all info again. The day after I emailed them and asked why I didn`t hear from them. I received no answer.
I asked their rep here to look in to it.
I received no answer from him either.
Today, a long time after all happened I emailed them again to receive answer.
I also tried to remind their rep here.
An hour ago I received answer from playersupport, the answer was in swedish. Translated and shorted:
We apologize..we have recieved an audit from your game and we attached it to this email.
The thing in the email is just the same info I can see in my account at Jackpot City.
No answer to the question about the "non doubled" win during freespin.
As a matter of fact, the session audit doesn`t even tell that it was a bonus game during free spins.
My questions:
1. Can Microgaming/Jackpot City at all see every single spin of the free spins and that I hit the bonus game?
2. Does the sentence "all wins are doubled during free spins" mean that the bonus game money is doubled as well?
My own answer to this is: of course , otherwise they have to change the text on the paytable. I want your opinion here.
3. If Microgaming/Jackpot City can`t see what is happening during free spins, does that mean that they think it didn`t happen?
4. Can I reach their rep here in another way that PM?
The issue here is important. Sometimes I play Alaskan Fishing with bigger bets and then it`s suddenly 97.9$ instead of these 9.79$..
I want some opinions here before I answer the email from playersupport.
/maphesto