Casigo whitehat (jonnyjackpot sister site) game malfunction

hhhelllo

Not really here
PABnonaccred
MM
Joined
May 31, 2015
Location
canada
Well after 9 days of absolutely nothing from customer support, I am a little pissed. I was playing a game for the first time which is lara jones 2 from spearhead a provider located in spain. Was down to a couple euros left when I hit 3 scatters the bonus game at 1 euro bet. Game crashed... not a big deal? Well no bonus to be seen. I made another 1 euro spin to see if it would retrigger it... nope.

casino history show my last 2 bets as 1 euro lost
Game history only shows the last 1 euro spin like if everything dissapeared with I hit the bonus...

support tells me to wait...but everytime its like nobody knows what I am talking about and after another explanation... the good old please kindly wait

what am I supppose to do here? Is it normal to wait 9 days for a game result? How come game history doesnt match casino history and they are both wrong

If I contact the game provider myself, I am pretty sure they won’t even respond... why am I not suprise about this lack of support? Always the same kindly wait... niiiiiiiiice.



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Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
Well this sucks. I have notified the casino rep - who hasn't been around for some time - hopefully he can address this if he is still available.
 

hhhelllo

Not really here
PABnonaccred
MM
Joined
May 31, 2015
Location
canada
Thanks for amswering David. 11 days and counting now.

Wesley just emailed me. And asked me to wait :)
 

hhhelllo

Not really here
PABnonaccred
MM
Joined
May 31, 2015
Location
canada
So 2 weeks have passed now... I don’t get it honestly. 2 weeks for a game provider to give the result of a bonus round. It takes a minute to send an email, another one to answer... an hour later we are done with it. I am obviously not bashing David here but I can’t imagine doing buisness this way at work. After 2 weeks to solve any kind of issue, I would be asked what the hell am I doing followed by a good luck with your future endeavours.

Do they have access to their own backend? As a casino, how do you deal with the fact that companies renting you a product offers this kind of delays when an issue happens?
Once again, thanks for your help.
 

colinsunderland

On a Break
Joined
Jan 28, 2016
Location
uk
Hi There guys - I am indeed around :)

Let me have a look at this and get someone to respond to you with some answers, Im terribly sorry this experience has been sub par.

Will try resolve this as soon as possible.

Thanks
Dave
Any idea why I still can't withdraw using Skrill, even though I deposit using it? It's only been ongoing since before Christmas, so maybe there hasn't been enough time to look at it :)
 

David G

I-Gaming Industry Representative
Joined
Mar 29, 2019
Location
London
Any idea why I still can't withdraw using Skrill, even though I deposit using it? It's only been ongoing since before Christmas, so maybe there hasn't been enough time to look at it :)
Hi Colin - unfortunately we arent able to process withdrawals using the Skrill method - its only available for us as a deposit method in canada. However it does look like you use another method on your account, so Ive advised one of our hosts to contact you directly in order to trouble shoot this. Any further issues, please shout
 

colinsunderland

On a Break
Joined
Jan 28, 2016
Location
uk
Hi Colin - unfortunately we arent able to process withdrawals using the Skrill method - its only available for us as a deposit method in canada. However it does look like you use another method on your account, so Ive advised one of our hosts to contact you directly in order to trouble shoot this. Any further issues, please shout
Well as I'm in the UK why would Canada have anything to do with me?
 

hhhelllo

Not really here
PABnonaccred
MM
Joined
May 31, 2015
Location
canada
After more than a month and a result from bonus round that was impossible to me when it was given by support by email, I explained my point of view and how I felt in this long process to @David G .
I won’t go into too much details since it’s not relevant. What I can say though is that I would hire David as my employee if I runned an online casino. He could have kept going with the usual never ending wait in these situations when game providers are involded. He didn’t. To be honest I am happy that the provider did exactly that. Fail miserably. It gave me the chance to experience someone that takes the heat when suppposed to, someone that can project good relations on the long term and have good ethics. Without a doubt, casigo/jonny/whitehat group, fair and square. ?

Thanks David
 
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