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Cloud Quest bug/malfunction; Playngo ignores support call

Discussion in 'Casino Complaints - Non-Bonus Issues' started by elrudo, Oct 24, 2016.

    Oct 24, 2016
  1. elrudo

    elrudo Experienced Member

    Location:
    Netherlands
    About a month and a half ago when Playing Cloud Quest , despite unlocking the BONUS letters, I did not get the bonus game.
    (A copy of the game sheet is attached to this thread )

    Playngo has ignored the support calls and reminders about this incident, both through my provider and directly.

    I played Cloud Quest through Videoslots. VS support has been fast and professional.
    Not much they can do when Playngo just does not follow up on this at all.
     

    Attached Files:

  2. Oct 24, 2016
  3. goatwack

    goatwack enthused hangman CAG

    Occupation:
    Turns Tricks
    Location:
    Londonia
    That's really unprofessional from PnG but also VS, so I sympathize.

    Not really up to the player to have to call the software provider, it's down to the casino to resolve the problem and establish communications with PlaynGo. If that's not possible then they shouldn't host their games on their site!!

    Would love to have a direct number for Netent though :eek:
     
  4. Oct 24, 2016
  5. Tourettesguy

    Tourettesguy Troll - PITA

    Occupation:
    provate
    Location:
    Sweden
    Big Time Gaming igorne too, their Dragon Born slot autoatically changed the bet many times half a year ago to €5/spin(which is not even possible to choose or €10) I was betting 40cent-€2 when this happen (many times)...played away many €100 before I noticed it. First I doubt myself that I made someting wrong or accidentally changed bet before I realized there was a malfunction. Both VideoSlot and BTG confirmed the malfunction but did I get compensated in any way? No... It trashed many big balances sessions on the climb.... Will I be able to cashout a big win when there is a malfuncion? No...
     
  6. Oct 31, 2016
  7. elrudo

    elrudo Experienced Member

    Location:
    Netherlands
    Last week I received an unexpected update from Videoslots support.

    The 'missing win' had been added to my account, for an amount of EUR 4,24.
    28/10/16 15:21:35 GMT Activated bonus 4.24

    Now that is an odd and low amount for a bonus game that is very rare and had triggered at an 2 EURO spin, so I had requested to look into the reported issue once more.

    After some more corresponce, this is the last I heard from Videoslots support:

    Our technical department together with the game provider has double checked everything now.
    Like you saw on the PDF file we sent to you, you won €27.2 originally and we have paid the €4.28 to you which was from the bonus game that didn't launch.
    It is on the provider's end that the game did not work proreply and they are working on to fix it.

    We have already compansated 25 free spins for inconvenience and added the missing part of the win. Unfortunately there is nothing more that we can do anymore.


    Considering that I have played and lost about 5K euro on Playngo games this year and 7.7K EURO on Videoslots, I think I deserve a better explanation than 'sorry the game did not work properly'.

    Quite disappointing.
     
  8. Nov 2, 2016
  9. interlog

    interlog Senior Member MM webmeister

    Occupation:
    Manager
    Location:
    London
    Having played Cloud Quest quite often, I have seen some pretty poor bonus rounds. If you're unlucky enough to trigger the lowest amount of spins it can be good night Vienna very quickly. I even once had a zero win off a bonus round!!!
     
  10. Nov 2, 2016
  11. Tengil

    Tengil Senior Member

    Occupation:
    -
    Location:
    Finland
    But a win of 4,24 (or 4,28) should be impossible on that bet. So they have some more to explain.
     
  12. Nov 2, 2016
  13. Deeplay

    Deeplay New World Order CAG mm1 webmeister

    Occupation:
    Works For Self
    Location:
    The biG Eu
    Yes it is possible. I have 2 similar results the past 2 months. One bonus round paid almost nothing - each time it was when i triggered the lowest amount of FS which in this game if you get the lowest amount you know pretty much your doomed.
     
  14. Nov 2, 2016
  15. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    25FS 'comp' for losing 12.5K seems fair enough :rolleyes:
     
  16. Nov 2, 2016
  17. petro

    petro Dormant account, per user request PABnoaccred2 PABaccred

    Occupation:
    N/A
    Location:
    Narnia
    I checked and it's not possible to win that amount from the bonus game on a $2 bet: The Quest Continues!

    Cloud Quest bug/malfunction; Playngo ignores support call: cloud quest.jpg,Nov 2, 2016
     
  18. Nov 2, 2016
  19. Nate

    Nate Ueber Meister CAG webmeister

    Occupation:
    Monster
    Location:
    Cyberspace
    Sorry to say, but this is typical of Videoslots. They have a GREAT setup BUT these guys DO NOT know how to look after players. This is the reason why I have a deposit limit there too.

    What a joke for all that trouble.:rolleyes:

    Nate
     
  20. Nov 2, 2016
  21. petro

    petro Dormant account, per user request PABnoaccred2 PABaccred

    Occupation:
    N/A
    Location:
    Narnia
    I'm thinking about starting a thread about that myself. They do not reimburse me if something goes wrong. And something almost always goes wrong at VS.
    e.g. rewards not activating.


    Rated 9/10 pffffffftt :what:
     
  22. Nov 2, 2016
  23. interlog

    interlog Senior Member MM webmeister

    Occupation:
    Manager
    Location:
    London
    He lost 7.5K on VS of which 5K on Play 'n Go - well that is how I read the post. He would have had shed loads of cashback and race money earned in the process which is the way VS comps their players.

    Besides, Kenny would have looked after him too, of that I am sure :cool:
     
  24. Nov 2, 2016
  25. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    Fair enough :thumbsup:

    For the record, Just in case anyone misunderstood me, I have nothing at all against Video Slots and think they're a very well run casino. just not my cup of tea when it comes to their bonus structure etc.
     
  26. Nov 2, 2016
  27. interlog

    interlog Senior Member MM webmeister

    Occupation:
    Manager
    Location:
    London
    What bonuses, because other than the welcome bonus, they don't have any other bonuses (other than VIP bonuses if you qualify) :eek:
     
  28. Nov 2, 2016
  29. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    Poor choice of words mate! :oops:

    I meant their loyalty system such as the race promos, cash back, in game rewards and so on.

    Can never compete with the big guns and even on a good lengthy session which has carried over several days cash back has been <£5.

    As I say think they're one of the best and their game catalog simply cannot be disputed, I just prefer a deposit match up front that's all :)

    If the day ever comes where they offer depositing players the choice of how they're rewarded (existing system Vs instant deposit matches or maybe something totally new) then I guarantee they will see a lot more of me and my gaming allowance. :thumbsup:
     

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