You didn't only want to be kept in the loop Shane, you wanted a guarantee that it will never happen again as you voiced on numerous occasions to both me and my staff. In the loop - you were kept, on almost daily basis, up until Wednesday. A guarantee on the other hand, isn't something I'll issue lightly until I know everything there is to know about the case. Finally, you didn't want to wait a week for us to do our job so you blasted us on the forums.
Exactly! As a new player and one that contemplated for a long time to try your casino the last thing I expected was this to have happened! I would totally agree I wanted to know that it would not happen again. Obviously there was no way I was going to risk depositing until I knew the problem or whatever you call it was fixed or confirmed as not a problem. As you have now cleared up Igor, and as your staff already had previously, that it had not affected my wagering on this day! That I have no problem with as can be seen by my replies to Daniel!
How am I supposed to know that the issue was a problem or not? I just wanted it looked into and sorted so I could play at your casino! I was not kept in the loop on a daily basis at all! I am the one that initiated contact every single time! Everytime I was told contact would be made it never was!
Of course I was prepared to wait, but not when I was already feeling like I had been given the run around! For the record I tried closing my account a few days previous and I would have wrote a review then afterwards, however I was persuaded not too by Daniel saying he would speak to IT to chase it up! I never heard anything after that! I believe two days later after not hearing anything I then came back to your CS and requested my account be closed and was told I had to do this myself using the responsible betting part of my account, of which I refused! as stated in this thread. That said funny how the information I wanted to know came as soon as I put this post!
Fine, it's your prerogative to do so, it mine to defend it and voice what I felt was factually misrepresented.
We on one hand learned how to improve the validation process and fixed the UI, you on the other hand had a "piss poor customer experience" which once happened, we could do nothing but reward you for, which was done.
It is also mine prerogative to defend myself, especially when a large business like yours is launching a full blown attack on me saying all sorts - of which tbh annoyed me to hell! Never have I accused your casino of being fraud, all I stated is your casino had piss poor customer service- by my definition I meant it in terms of being told one thing and CS doing another.
In the meantime, while writing above MG confirmed the spins - and i can say irrefutably that our data is 100% correct - so my guarantee is this:
1. Your wagering was 614.24 with 100% accuracy. Not 814 as your screenshot claims.
2. You only arrived at 77% of your bonus wagering. That is correct in your screenshot.
3. There is no scenario that exists in this reality where a system would show you 814.24 wagered but also calculate 77% correctly, as it uses the wagered figure to calculate the percentage. Percentage depends on it.
4. Mathematically, what you claim is impossible to have occurred, which leaves the option of you mistaking the font perhaps.
I can 100% guarantee that this (mistaking the font) will never occur again, now that we fixed the font size and I can also 100% guarantee that system flaw didn't happen to begin with.
This I am happy for you that it was, according to you correct! I Never doubted it would not be correct! I wanted assurances that it would be checked, and assurances made that if I was to deposit then it would not affect my wagering if bonuses where taken! I was not to know that the wagering was correct from what I could see on my screen, as can be said for your support who also thought the same!
I do apologise that we took a week to get all of our data in line, unfortunately that is the time this case has taken to facilitate, and i wish i could explain this to you in a more amicable environment and offer compensation and invitation to try again. But alas.
Apology accepted! I also apologies if you feel my post was an attack against your casino, it was not, and was not intended to be! It mealy was highlighting my experience! As I had done in this post from the start, I would have always updated it with relevant information as it came in! As I did when I put the update on the OP!
