Casino Complaint Buzzluck - Bonus Round Ended by casino

cappync

King of the Crappy Bonus Round
PABnonaccred
Joined
Sep 21, 2009
Location
Durham, NC
I was in the middle of a Bonus Round on MAGIC SHOW at Buzzluck Casino. During the bonus round, you have to select cards to reveal a prize. While doing this, the casino client froze. When I reopened the casino, I was no longer in the bonus round! I contacted Buzzluck and here is the transcript:


Chat InformationPlease wait for a site operator to respond.

Chat InformationYou are now chatting with 'Jon'

Jon: Hello, how are you today?
Steve MArino: Hi Jon
Steve MArino: I was playing the game called "Magic Show". I was in the middle of the bonus round when the casino client froze.
Steve MArino: I just went back to the game and I am no longer in the bonus round!?
Jon: the game unfortunately had to be ended to allow you to get back into the casino
Steve MArino: What does that mean? I do not get the bonus round?
Jon: like i said the game had to be ended to allow you to get back in
Steve MArino: But I was in the middle of a spin where I would have won something.
Steve MArino: Thats not fair to just end it
Jon: but if it had not been ended you would never have got back in to play it
Steve MArino: So you are telling me i should just go back to playing and act like it did not happen?
Jon: nothing we can do about it now unfortunately


This does not seem fair. They prematurely ended a winning spin.
 

anniemac

Ueber Meister
PABnoaccred
MM
Joined
Jan 30, 2007
Location
Texas, USA
Played a lot of Buzzluck and RTG and have been kicked out, froze up etc. during bonus rounds and never lost a round.

Usually when you log back in and go to the game, it will continue where you left off.

Have you logged back in and checked to see if the game is continuing?

If it is completely gone and you don't notice a difference in your balance, as if you have received the free spin winnings, then I would immediately contact the rep for CW here and let her sort it out.
 

cappync

King of the Crappy Bonus Round
PABnonaccred
Joined
Sep 21, 2009
Location
Durham, NC
Thanks annie.

I was told the bonus round HAD to be ended because the casino had frozen. My balance was the same as before the bonus round. I am in shock that they would end a winning spin.
 

BMWSTACK

Ueber Meister
Joined
Nov 26, 2009
Location
US
Well first off not a great explanation from the rep. It would be great for them to know a little more, and if that individual rep didnt know much, it would be great for him to ask someone else. Actually the rep seems quite lazy with his response. "nothing we can do about it now unfortunately."

With that being said, if you do get knocked out of casino I believe the bonus round picks up where you left off. For example if it was spin # 7 thats where it would pick up from.

So now do you know what spin # you were on. Was it a possibility that you were on the last spin?

If I am not mistaken you can pick up the game history on buzzluck to show the spins, if there is not an option for that in the cashier then you can request it from them directly.

The bonus round did most likely complete, and you probably got credit for whatever you are due. You just obviously want to see that for peace of mind. I would maybe ask if there was some supervisor that can help you. If you cant get an explanation today, then you could always send the rep here a message. You would probably want to explain the situation and give her the game and the approximate time it happened.
 

cappync

King of the Crappy Bonus Round
PABnonaccred
Joined
Sep 21, 2009
Location
Durham, NC
"So now do you know what spin # you were on. Was it a possibility that you were on the last spin?"

I never got to the free spins! I was selecting the cards to find out what I had won.

The rep told me I had to wait until 9am UK time to speak to a manager. I don't know why they cannot simply restart the game from where it left off.
 

BMWSTACK

Ueber Meister
Joined
Nov 26, 2009
Location
US
"So now do you know what spin # you were on. Was it a possibility that you were on the last spin?"

I never got to the free spins! I was selecting the cards to find out what I had won.

The rep told me I had to wait until 9am UK time to speak to a manager. I don't know why they cannot simply restart the game from where it left off.

Normally the game automatically restarts when you go back in there. You did go back into the game correct?

Yes unfortunately it seems that they normally dont have people that can get things handles during US business hours. I would have to assume that they should always had a manaegr on duty. I recall I once had a problem with a game mid day, and I was able to get someone to help. It took about 2 hrs and 4 requests to get the history sent, but I finally got it.
 

cappync

King of the Crappy Bonus Round
PABnonaccred
Joined
Sep 21, 2009
Location
Durham, NC
Normally the game automatically restarts when you go back in there. You did go back into the game correct?

Yes unfortunately it seems that they normally dont have people that can get things handles during US business hours. I would have to assume that they should always had a manaegr on duty. I recall I once had a problem with a game mid day, and I was able to get someone to help. It took about 2 hrs and 4 requests to get the history sent, but I finally got it.

Here is a little clarification:

I spin about 80-100 spins at $0.50. FINALLY I get the bonus...

1. Game freezes
2. I cannot get into casino because I am getting a message saying "already logged in, wait 10 minutes"
3. I wait 30 minutes... still get the same message. I contact Live Chat.
4. Rep tells me that everything is good to go and I can log back in.
5. When I log back in, bonus round is GONE.

My balance was the same as the spin before hitting the bonus round. My problem is that I could have hit for 100x bet or more... but I will never know.
 

Cleveland

Senior Member
Joined
Jun 15, 2011
Location
Texas
Here is a little clarification:

I spin about 80-100 spins at $0.50. FINALLY I get the bonus...

1. Game freezes
2. I cannot get into casino because I am getting a message saying "already logged in, wait 10 minutes"
3. I wait 30 minutes... still get the same message. I contact Live Chat.
4. Rep tells me that everything is good to go and I can log back in.
5. When I log back in, bonus round is GONE.

My balance was the same as the spin before hitting the bonus round. My problem is that I could have hit for 100x bet or more... but I will never know.

Sorry if I missed it but have you contacted their forum rep yet? At this point that would be the way to go. They will be able to sort things out for you and let you know if anything should be paid or will be paid or how things played out or will play out. At this point you're going in circles if you haven't contacted the forum rep. If you have sorry if I missed it.
 

cappync

King of the Crappy Bonus Round
PABnonaccred
Joined
Sep 21, 2009
Location
Durham, NC
Sorry if I missed it but have you contacted their forum rep yet? At this point that would be the way to go. They will be able to sort things out for you and let you know if anything should be paid or will be paid or how things played out or will play out. At this point you're going in circles if you haven't contacted the forum rep. If you have sorry if I missed it.

I have sent a message to the Club World rep. Now I just wait i guess...

I promise to update and let y'all know how this resolves.
 

bonustreak

Senior Member
webmeister
Joined
Nov 18, 2004
Location
Home Office
This is beyond strange in all my yrs of playing if I leave a casino during a bonus round the game play continues once I log back in. If you know the time this happened you need to contact
support at the casino so they can go in to your game log and fix this issue! This is alarming since I at times will say I am going to play till the bonus is triggered, close the casino & come back to play the
bonus later once I am done with work or chores.
 

cpdnd31

Ueber Meister
webmeister
CAG
Joined
Mar 23, 2009
Location
where the taxes are the highest
i wonder if you need to spin it once for the bonus round to trigger again -- there was a casino a long time ago - that i thought i lost my game on-- i got pissed and hit the space bar and it spun it and then i got the bonus round back -- i think that was a rival tho
 

KasinoKing

WebMeister & Slotaholic..
webmeister
PABnonaccred
CAG
MM
Joined
Aug 25, 2004
Location
Bexhill on sea, England
My balance was the same as the spin before hitting the bonus round. My problem is that I could have hit for 100x bet or more... but I will never know.
How do you know that for sure - have you looked at the game history?
Also, when you logged back in, did you try hitting spin on the game again?

KK
 

maphesto

Dormant account
Joined
Jun 5, 2009
Location
Sweden
Also, when you logged back in, did you try hitting spin on the game again?

If this would work I would shut the casino down when hitting bonus round and then log back in and raise my bet. :D

I suggest not to click spin. Let the casino investigate it first.
 

robertslots

Dormant account
Joined
Dec 2, 2012
Location
los angeles ca
yes over a month a ago I had the same kind of problem with the software playing at club world casino the game would freeze up in mid play, the problem

started after some one trigger the random jackpot and the jackpot reset, I had problem with the game freezing up every few spins and had to log out to

the lobby and reinner the game , then hit the bonus round and just before the bonus round started it freezed up again log out to lobby, but this time I

got a error message and was disconnected from the game and could not log back on , when I did get back on and went to the game no bonus round.

before the random jackpot trigger for some one the game was running fine with no problem, I had a hell of a run a round with the live chat , with in a

few minutes I was sent a e-mail saying that the game was ok and there no problem with the game , just seems odd to me, waited a few hours and had

the same problems all over again, I was playing the slot tally ho . after a good complaint to the manager they sent me a free chip for $45.00 in the end it

all work out, but yes I do believe have a few glitches in there system.
 

cappync

King of the Crappy Bonus Round
PABnonaccred
Joined
Sep 21, 2009
Location
Durham, NC
UPDATE!

Thanks all for your replies.

Club World (Buzzluck) sent the issue directly to RTG. Here is thier findings:

" They didn't find anything unusual on the game or account. There was connection loss with the casino client while you were playing. It was very unfortunate that this happened when you had some feature in play.

As per RTG comments the game was completed as it will always do when account was logged out. From the last spin on this particular game you won $1."

I guess, as Kasino King had stated, I am not 100% sure of what my balance was on the spin when I hit the feature. Apparently, i hit for a measly 2x bet and it did credit my account?

In response to this, I would like to apologize to Buzzluck and Club World and also thank them for their excellent customer service. As usual, they are one of the best sites for U.S. players.

Thanks also to Karolina the CW rep and to casinomeister for giving us a forum for this kind of thing.

Good luck all!
 

cappync

King of the Crappy Bonus Round
PABnonaccred
Joined
Sep 21, 2009
Location
Durham, NC
Update 2:

They also credited my account with a free $50 chip, so i cannot even complain about the 2x feature win.

This customer service is why Buzzluck, High Noon, Lucky red and the entire Club World Group is my favorite.

Thanks again.
 

Cleveland

Senior Member
Joined
Jun 15, 2011
Location
Texas
Update 2:

They also credited my account with a free $50 chip, so i cannot even complain about the 2x feature win.

This customer service is why Buzzluck, High Noon, Lucky red and the entire Club World Group is my favorite.

Thanks again.

Nice to see it worked out for you. :thumbsup:
 
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