Question Bet365 - Playtech bonus round stuck - reasonable to take this long?

[threerandomwords345]

Hello,

I have always had good experiences with Bet365, I'm possibly just being impatient with this... I'm just wondering if I'm right to expect a quicker solution...

Over 24 hours ago I had been saving tokens in the Playtech slot series Kingdom's rise.
(Used to trigger bonuses at AVG bet size).

I had collected a lot of tokens at up to £3 a spin, so I activated (bought with tokens) one of the features...

The game loaded but didn't activate the purchased feature... I completed all trouble shooting, cookies, different browser etc.
The problem must be server side...

Now this stuck / broken bonus round is also preventing me from playing any Playtech slots... When I load it says I have a shop feature waiting and redirects...

I was in the middle of wagering for the Tuesday free spins promotion as well...

I contacted customer support, and included multiple screenshots and a detailed explanation... This was at 4am tuesday approximately... They told me it may take 48-72 hrs or longer...

I asked them several times throughout the day if they could please expedite the process so it's solved sometime that day...

Well it's now over 24hrs so I lost the chance to finish the previous promotion, and I imagine I won't hear anything for days...

Shouldn't issues like this be dealt with quickly?. I imagine it's probably a 2 minute job to fix...

Is there a way to get the issue solved quickly? In the old days the VIP manager or operations team would solve it immediately, however I'm not sure what I can do, I also doubt I'll see any compensation for the missed promotion either...

Im sure if the relevant operations team or manager was aware of the issue they would see that it's a priority issue, however maybe I'm impatient and shouldn't expect issues dealt with so quickly?

Sorry for the long post, thanks for thoughts.

 

[threerandomwords345]

To be fair I don't know how long other casinos take on similar issues, I'm sure bet365 are one of the best still, however going back a few years I would have expected such issues to be solved right away,

I'm not sure why but it seems casinos across the board have taken away the ability for support to solve issues on the spot?

...now they just seem to forward requests to another department who may or may not get back to you within 7 days.

Sorry this is not meant as a moan, I'm really just wondering if this is the new normal?.
In a land based casino if there was a problem it would be sorted right away...

I understand the UKGC done everything they could to ruin online gaming, however I'm not sure why we can't still expect the level of service previously offered?.

Am I being unreasonable, are my observations correct, if so does anyone know why they don't have customer support that are allowed to and can solve issues right away?.

Thanks for any input and apologies for the rant!

 

[L&L-Jan]

We don't offer playtech so can't share expertise there, but in general i would say 3 days for a solution.

 

[CongoGB]

I'm assuming they'll have to contact the provider who will then do the fix themselves, so yeah, 2-3 days is reasonable.

Unlucky in your situation, but I think it's wrong to assume it's an immediate fix possible by bet365 themselves.

 

[threerandomwords345]

We don't offer playtech so can't share expertise there, but in general i would say 3 days for a solution.

Don't get me wrong, I'm sure bet365 support are one of the best around.

It does seem the front line support across the board no longer solve as many issues on the spot as they used to.

It was mentioned they don't have access to the relevant tools, if it needs to go to the provider I understand, however I did think casinos had access to a control panel and could fix issues themselves, such as resetting a stuck game round, and so on. Perhaps this is not the case.

Going back some years, I remember several casinos would solve the problems instantly if possible... They would ask you to wait whilst they contact the relevant team in real time...

I say give the front line support the tools and training they need to solve many issues right away. .

I apologise for the rant, thanks for the replies, unfortunately it seems another day has passed with no sign of a resolution.

Perhaps it's Playtech and not bet365, in which case if anyone works at Playtech please sort this out .

I can only hope!

Thanks

 

[OliverCooper]

We don't offer playtech so can't share expertise there, but in general i would say 3 days for a solution.

Agree. It can be allow 3-5 days I think but not more

 

[threerandomwords345]

Unfortunately still not heard anything, and all Playtech games are still not accessible as a result. Coming up on 5 days now.

 

[threerandomwords345]

From what I gather the issue was sent to Playtech.

I do feel, as players, we are being taken for granted more and more, Playtech revenue was up 33% in 2022 to about 1.7$ BILLION DOLLARS (Dr Evil emoji ?!).

Yet 5+ days and counting so far and no one has even looked at the issue.

Also the amount of work and time it takes to chase these things up, submitting detailed reports, screenshots, followups, hours of precious time,

Land based casinos are looking more appealing by the day, is Las Vegas still there?

 

[OceansAbyss]

From my experience , when a game round is frozen and therefore cannot be completed, it can take a long time for the problem to be solved. I don’t think which casino you play at will make much difference as the game provider will be the ones providing the fix and they don’t have a quick turnaround for issues such as this (it seems). I have had it happen to me a few times, and on all occasions it took over a week to resolve. On one occasion (with Buzz Bingo) I was stuck in a bonus round for weeks and eventually gave up chasing them with emails - it just became too much effort. Frustrating how they can get away with it.

 

[threerandomwords345]

Hello, I can confirm the issue was fixed after nearly two weeks...

Their recent response has really added insult to injury.... I have been told throughout my time corresponding with them that my issue and the inconvenience caused was taken seriously, and after the issue is fixed they will look at suitable compensation.

(The issue also involved me being unable to finish a promotion I was already wagering for).

Now I emailed asking about compensation and GET THIS:

In reply they imposed a series of "adjustments" to my account... including no longer being eligible for any promotions or loyalty bet credits... And these "sanctions" may remain for an undisclosed amount of time.

I am furious, after all the hassle they do this...
Now I understand asking for freebets or goodwill on a regular basis could be a responsible gaming red flag....

HOWEVER.... This is clearly an issue of customer service and the inconvenience for an error on their side which greatly inconvenienced me....

Talk about a slap in the face and misusing "responsible gaming" as an excuse for poor customer service.

What a kick in the teeth, it essentially feels like "oh .. you want compensation for your time and inconvenience? How about we restrict your account instead for you daring to ask for a fair resolution.

Furious.... What do I do, I thought bet365 were decent but this is just too much...

 

[threerandomwords345]

Maybe it's just me, am I wrong to find their response unacceptable?.

Ultimately, after weeks of being unable to complete my game... hours of time taken to document the problem and follow up, all due to an issue on their side...

And then for it to be finally resolved, and rather than an apology and a token gesture... Instead I am punished by having all promotions removed and restrictions added, so they have somehow done the exact opposite of what they should have done.

I would appreciate it if someone can confirm this is ridiculous? (There are no responsible gaming issues on the account what so ever, it's entirely due to the above issue.

Thanks

 

[OceansAbyss]

Maybe it's just me, am I wrong to find their response unacceptable?.

Ultimately, after weeks of being unable to complete my game... hours of time taken to document the problem and follow up, all due to an issue on their side...

And then for it to be finally resolved, and rather than an apology and a token gesture... Instead I am punished by having all promotions removed and restrictions added, so they have somehow done the exact opposite of what they should have done.

I would appreciate it if someone can confirm this is ridiculous? (There are no responsible gaming issues on the account what so ever, it's entirely due to the above issue.

Thanks

I mean based on the information you’ve given it does sound ridiculous. Unfortunately Bet365 nor any casino are obliged to give you offers/promotions , or even obliged to take your custom. Just find a different casino to play at if they can’t appreciate you as a customer. Do they have any reason otherwise to restrict you? Have you been repeatedly taking offers without engaging in play outside of offers?

On a side note, I’d recommend Winomania casino if you’re looking for somewhere new to play. They reward their loyal players with offers throughout the week and although they have a limited slot/provider selection they do run max rtp for most if not all slots. A fair few netent on there.