Blueprint Error Game Top Cat at CasinoEuro - Long resolving time

hoff1985

Ueber Meister
mm1
Joined
Jul 15, 2012
Location
Switzerland
Hi Guys,

i reported last thursday or friday an error in the Blueprint Game Top Cat at CasinoEuro. I triggered the bonus round and won 100 EUR. But i coldn't collect. So i entered the round again and it says "open game round" i see the 100 EUR but then it crashes again and it gives me an "unresolvable server error". Reported it to CasinoEuro and they said they have to check with the provider.

Now it's Tuesday and they still say they wait for a reply from the provider. Since yesterday i was able to open the game again and it seems that the open game round has dissapeared, so did my 100 EUR, official response is still they wait for a replay from the provider.

While i get it that this can take a while, shouldn't it possible to get an answer within a few days? Did anyone else had similar experiences?
 

hoff1985

Ueber Meister
mm1
Joined
Jul 15, 2012
Location
Switzerland
Today Wednesday, CasinoEuro is still waiting for an answer from Blueprint Gaming (Provider).

PS: I tried to write to the Rep first, but unfortunately Betsson-Group which is the rep doesn't accept any private messages in the forum (didn't know that accredited casinos are allowed to not take PM's here)
 

spintee

Ueber Meister
webby
mm2
Joined
Mar 21, 2012
Location
Northants
They have to take PM message, there inbox may be full which does not look good

I had this problem once on netent starbust, only time I had 3 wilds expand and no matter what I did it just restarting the game, sometimes it would play out than crash at the last spin and restart, what happend at the end was net ent or the casino restart the game and I was compensated a very small amount, this was at betat or there sister site whch I no longer play as they banned me after complaint on here

I tried different browsers, different computer, but still no good, but if they have reset the game than they no dam well what you had won or should of won
 

hoff1985

Ueber Meister
mm1
Joined
Jul 15, 2012
Location
Switzerland
No the inbox is not full, that would be a different message the message says:


The following errors occurred with your submission

Betsson-Group has chosen not to receive private messages or may not be allowed to receive private messages. Therefore you may not send your message to him/her.

If you are trying to send this message to multiple recipients, remove Betsson-Group from the recipient list and send the message again.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
They don't seem to have a rep at the moment, not sure how they can be accredited with no rep :confused:
 

Lemon

Aaaaah! Lemon fresh :)
Joined
Mar 14, 2017
Location
Skinton-on-sea
It's hard to believe that they won't have a record of what you won and therefore you should get your money. Did you take any screenshots or videos?

Piss-poor that they haven't resolved the issue yet.

I had problems on BGO a few years back with a couple of NetEnt games. If you triggered the feature and waited a while before starting it your session would time-out and when you reloaded the game your feature would be gone. The first time it happened they managed to find out what my total win was and repaid it. The second time it happened they couldn't find anything so they asked NetEnt what the feature average was for that slot and then paid me it, which again was fair enough but still a hassle.
 

hoff1985

Ueber Meister
mm1
Joined
Jul 15, 2012
Location
Switzerland
I'm sure they have. I even submitted the screenshots via chat. What pisses me off is that it takes so long..... So they confirmed that they have sent this on Saturday morning to the Provider, now it's Wednesday and they say "we are still waiting for an answer from the provider". Interestingly the game round was open though for abut 3 days, and the day before yesterday when i opened the game there was no open game round, so they did something but obvisiouly still didn't provide any feedback.

Regarding the other topic: Betsson-Group was definitely the correct rep in the past, is that not valid anymore? And if it still is it would be nice if he changes to settings to receive PM's again.
 

Borgie

Ueber Meister
MM
Joined
Jul 19, 2011
Location
United Kingdom
I'm sure they have. I even submitted the screenshots via chat. What pisses me off is that it takes so long..... So they confirmed that they have sent this on Saturday morning to the Provider, now it's Wednesday and they say "we are still waiting for an answer from the provider". Interestingly the game round was open though for abut 3 days, and the day before yesterday when i opened the game there was no open game round, so they did something but obvisiouly still didn't provide any feedback.

Regarding the other topic: Betsson-Group was definitely the correct rep in the past, is that not valid anymore? And if it still is it would be nice if he changes to settings to receive PM's again.

https://www.casinomeister.com/forums/threads/introduction-new-casino-rep-betsson-group.78730/

They have no rep at present - see above
 

hoff1985

Ueber Meister
mm1
Joined
Jul 15, 2012
Location
Switzerland
Got an update, still no news regarding my win though :)


Thank you for your patience and cooperation.

I'm sending you a little update in your ongoing case with us, the game should now be available for you again if you want to keep playing on it. The gameround that has been reported will no longer disrupts the gameplay so you should be able to keep playing as expected.

We are still working on a final solution regarding the missing winning and we will get back to you once we have another update.

Finally I want to thank you yet again for your patience and understanding. Do not hesitate to contact us again if you have any further questions along the way.
 

hoff1985

Ueber Meister
mm1
Joined
Jul 15, 2012
Location
Switzerland
Asked chat again this morning, answer was the same:

"We are still waiting for a reply from the provider". Tomorrow it's a week since i reported this.
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
Yes, there does seem to have been a disconnect between the old Betsson rep leaving and the new person coming on. She has said in PMs that she's available but clearly that loop hasn't quite closed yet: work in progress.
 

hoff1985

Ueber Meister
mm1
Joined
Jul 15, 2012
Location
Switzerland
Yes, there does seem to have been a disconnect between the old Betsson rep leaving and the new person coming on. She has said in PMs that she's available but clearly that loop hasn't quite closed yet: work in progress.

Thanks Max.

I'm still surprised how it can take a week for a provider to check one single game round, and the Betsson Group as one of the largest casino group can't generate enough pressure that maybe after 3-4 days somebody on the provider site actually looks at the case. I was used to really get great service at all Betsson Group casinos in the past, but that's just sad.
 

hoff1985

Ueber Meister
mm1
Joined
Jul 15, 2012
Location
Switzerland
RESOLVED

I asked chat to contact the Management and see then things starting to move real fast.

A few hours later i received a long answer from Management, the missing win (although it is still not confirmed by the provider) and some on top as a compensation.

Case closed ;-)
 

Betsson-Group

Betsson Customer Support Manager
Joined
Jan 17, 2012
Location
Malta
Hello,

I wanted to take some time to update to this thread even tho this issue was already resolved. We indeed had a problem within my profile after changing the rep here ending up me not being able to either receive nor send PM's but this should be solved now.
My apologies for not being able to help you out in this but going forward you are more than welcome PM me in any similar issues.

Kind regards,
Henna
Affiliate manager
Betsson group
 

lockinlove

Staring into the sun
PABaccred
Joined
Jan 17, 2014
Location
Canada
I asked chat to contact the Management and see then things starting to move real fast.

A few hours later i received a long answer from Management, the missing win (although it is still not confirmed by the provider) and some on top as a compensation.

Case closed ;-)

Glad it got solved. I feel sorry for some of these casino's because the slot provider will actually ignore them sometimes..which is weird because they make their money from the casino's. Try dealing with playtech. I had the same issue as you and slotsmillion tried to get in contact with them but they told them they dont track lost games. Which was an obvious lie. They were too lazy to bother.

Im still quite skeptical about what happened. I triggered the 10x and 15 spins on great blue. Only to be told playtech says they cant track bonus rounds so there is no way to know what I won. the casino gave me $200.

Weird.
 
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