Chat started on 22 May 2021, 11:00 PM (GMT+0) | |
(11:00:04) | *** Visitor 9284296 joined the chat *** |
(11:00:04) | Visitor 9284296: 2486739 |
(11:00:05) | Customer Support: Hi and welcome to Customer Support. |
(11:00:22) | *** Justin joined the chat *** |
(11:00:26) | Justin: Hi there |
(11:00:30) | Justin: How may I assist you today? |
(11:00:39) | Visitor 9284296: Please see ticket number 2486739 |
(11:00:46) | Visitor 9284296: I was asked to go on live chat |
(11:01:28) | Justin: I will do. |
(11:01:54) | Justin: I will review the account for you. In order for me to assist you, could you kindly confirm your full name, date of birth, address, zipcode and phone number please? Please confirm the email address as well |
(11:02:36) | Visitor 9284296: |
(11:03:05) | Visitor 9284296: |
(11:03:19) | Justin: Thanks Azra for the details |
(11:03:22) | Justin: Allow a moment |
(11:06:54) | Visitor 9284296: You still there? |
(11:08:05) | Justin: Thanks for the patience Azra. |
(11:09:34) | Justin: Please elaborate on the nature of the query on the ticket you are referring to? |
(11:09:48) | Visitor 9284296: The details are in the ticket Justin |
(11:09:51) | Visitor 9284296: I was playing the above slot this evening, when I encountered a problem. I was playing at £1 stakes, and suddenly hit a streak of many spins without a win. After about 40 - 80 spins, I realised I was getting the EXACT same result every spin, at a cost of £1 a spin. I have attached the video of this after I noticed the error. Can your please look into this and refund all losing spins, which I think was about £60 worth of £1 spins. |
(11:10:24) | Visitor 9284296: I was then emailed and asked the following..... |
(11:10:26) | Visitor 9284296: Hi, Thank you for contacting casino support. Can you clarify with respect to the stake and the spins? From the content of your email, we understand that you Stake 1 Pound which activated a spin streak of 40-80 spins was this on the 1 Pound bet placed? Also as per your last line in your email could you clarify if you placed 1 Pound stakes to the value of 60 Pounds in total? Kind Regards, Casino Support |
(11:11:05) | Visitor 9284296: I replied to Len with the following..... |
(11:11:07) | Visitor 9284296: Hi Len Thanks for coming back to me. Please responses to your 2 questions below. From the content of your email, we understand that you Stake 1 Pound which activated a spin streak of 40-80 spins was this on the 1 Pound bet placed? Yes £1 stake for all spins. Also as per your last line in your email could you clarify if you placed 1 Pound stakes to the value of 60 Pounds in total? It was at least £60 worth, could have been £70 possibly. I look forward to your reply and receiving the refund. Please let me know once resolved Kind Regards Azra |
(11:11:13) | Visitor 9284296: You have all the information now |
(11:11:19) | Visitor 9284296: Plus this is on email |
(11:12:07) | Visitor 9284296: So...... Yes £1 stake for all spins. It was at least £60 worth, could have been £70 possibly. |
(11:12:25) | Visitor 9284296: I have answered the 2 questions on email and chat - what happens next please |
(11:12:59) | Justin: Thanks for the clarification. |
(11:15:16) | Justin: The email will be looked into and you will receive the feedback form the relevant team |
(11:15:31) | Justin: This can take some time to be reviewed and resolved. |
(11:15:31) | Visitor 9284296: It wont be |
(11:15:43) | Visitor 9284296: in the last email, I was asked to go on live chat |
(11:15:55) | Visitor 9284296: Are you guys confused or trying to confuse me? |
(11:16:11) | Visitor 9284296: Sorry but I have emailed the info and then asked to go on live chat |
(11:16:19) | Visitor 9284296: am I wasting my time |
(11:16:31) | Justin: Allow a moment I will assist with referring to the correct team |
(11:16:39) | Visitor 9284296: why am I being told to go on live chat, seriously |
(11:16:43) | Visitor 9284296: ]confused.com |
(11:17:11) | Visitor 9284296: you can appreicate my fustration Justin as I am going round in circles |
(11:17:28) | Justin: I can understand Azra. |
(11:17:35) | Visitor 9284296: so what happens next |
(11:17:39) | Visitor 9284296: its a simple query |
(11:17:39) | Justin: allow me a moment thanks |
(11:17:44) | Visitor 9284296: sure!! |
(11:17:57) | Visitor 9284296: is there any point being on chat |
(11:18:16) | Visitor 9284296: I can reply back on the email and say that I went on chat and told to wait an email reply LOL |
(11:20:09) | Justin: sorry to keep you. Was this incident on the last play? |
(11:21:12) | Visitor 9284296: all the info is on the email and ticket. This occured on Tuesday 18 May |
(11:21:26) | Visitor 9284296: You can see my transaction history |
(11:21:33) | Visitor 9284296: it was on Dolphin Pearl 10 |
(11:21:41) | Justin: The time of the bet? |
(11:21:43) | Visitor 9284296: are you the right person to deal with this |
(11:21:56) | Visitor 9284296: they were multiple bets over a period of 20 minutes |
(11:22:00) | Visitor 9284296: read the info |
(11:22:10) | Justin: I am not able to open the attachment on the email |
(11:22:10) | Visitor 9284296: they were about 70 spins |
(11:22:13) | Visitor 9284296: not just one# |
(11:22:19) | Visitor 9284296: it was a video |
(11:23:02) | Justin: You said that a bet triggered a streak. so it was in a bonus round play? |
(11:23:44) | Justin: The reason you were asked to come to chat is to get all the details of the play issue to have it sent to the relevant team Azra |
(11:24:05) | Visitor 9284296: there was at least 70 spins at £1 where the same spin appeared but was being debited £1 each time. I have referred to it as a streak, but I am simply saying it was continuous |
(11:25:04) | Justin: Are you playing on mobile or desktop? |
(11:25:37) | Visitor 9284296: I was playing on desktop |
(11:26:13) | Visitor 9284296: is ther?e any other info you need or all sorted |
(11:26:36) | Justin: Thanks , allow a moment please. |
(11:26:37) | Visitor 9284296: Please refund me to £70 please, thanks |
(11:26:45) | Visitor 9284296: I cant stay on for much longer now |
(11:28:11) | Visitor 9284296: It was on Dolphin Pearl 10, 18/5 spinning for at least 70 spins at £1 with the same loosing symbols appearing on each spin, please refund £70. You will see the transaction history for all the spins including time for each spin. |
(11:28:20) | Visitor 9284296: I don't know what else you need? |
(11:30:10) | Justin: Yes have you tried using another browser? |
(11:30:19) | Visitor 9284296: You do not understand anything |
(11:30:29) | Visitor 9284296: Please arrange for the team to contact me directly |
(11:30:38) | Visitor 9284296: the issue occured on TUESDAY 18 MAY |
(11:30:39) | Visitor 9284296: not now |
(11:30:45) | Justin: I am following questions that is required by the relevant team, |
(11:30:49) | Visitor 9284296: I must have written this 4 times above |
(11:31:03) | Visitor 9284296: I dont have an issue with the broswer |
(11:31:11) | Visitor 9284296: I need my refund of £70 |
(11:31:19) | Visitor 9284296: any other questions |
(11:31:42) | Visitor 9284296: I need to log off - please pass to the right team to deal with this |
(11:31:49) | Visitor 9284296: Hello? |
(11:32:01) | Visitor 9284296: please acknowledge my above request |
(11:33:06) | Visitor 9284296: hello? |
(11:33:56) | Justin: Thanks ofr your patience Azra |
(11:33:58) | Visitor 9284296: Will email again as not getting anywhere - you don't seem to understand the issue |
(11:34:06) | Justin: Thats all the information for now. |
(11:34:14) | Justin: I have sent this off to the relevant team. |
(11:34:19) | Visitor 9284296: Thank you |
(11:34:53) | Justin: You are welcome. Sorry for the inconvenience. |
(11:34:57) | Justin: May I assist you with anything else today? |
(11:35:42) | *** Visitor 9284296 has rated the chat Bad *** |
(11:35:42) | *** Visitor 9284296 has commented: terrible - no idea of my query and asking non relevant questions *** |
(11:35:42) | *** Visitor 9284296 left the chat *** |