Cloud Quest bug/malfunction; Playngo ignores support call

[elrudo]

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.

 

[goatwack]

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

 

[Tourettesguy]

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...

 

[elrudo]

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.

 

[interlog]

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!!!

 

[Tengil]

But a win of 4,24 (or 4,28) should be impossible on that bet. So they have some more to explain.

 

[Deeplay]

But a win of 4,24 (or 4,28) should be impossible on that bet. So they have some more to explain.

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.

 

[Jono777]

25FS 'comp' for losing 12.5K seems fair enough

 

[petro]

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

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

 

[Nate]

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.

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.

Nate

 

[petro]

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.

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

 

[interlog]

25FS 'comp' for losing 12.5K seems fair enough

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

 

[Jono777]

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

Fair enough

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.

 

[interlog]

Fair enough

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.

What bonuses, because other than the welcome bonus, they don't have any other bonuses (other than VIP bonuses if you qualify)

 

[Jono777]

What bonuses, because other than the welcome bonus, they don't have any other bonuses (other than VIP bonuses if you qualify)

Poor choice of words mate!

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.