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Game froze - the sun play casino

Discussion in 'Online Casinos' started by chaos, Aug 15, 2016.

Tags:
    Aug 15, 2016
  1. chaos

    chaos Dormant account

    Occupation:
    na
    Location:
    uk
    Hi, i hope someone can give me their opinion on this situation -
    I was playing Dragon Emperor on sun play casino, i have never played this game before but i understand there are 2 bonus's available, scatters from left to right for free spins and 3 dragons on the last reel for a reshuffle of the reels, anyway i hit both bonuses at the same time, 4 scatters left to right and 3 dragons on the last reel, i was only playing 60p a spin so i won £6 for activating the bonus - at that point the game froze so i wasn't credited my £6 nor did i get to play my free spins or the reshuffle. I changed browsers 3 times - still frozen.
    I contacted live support and after the usual clear files out and such like they conceded there was a problem and was told to leave it with them for a day or two, a week later (yesterday) i received an email telling me my game had been closed and i had been credited £6. I contacted support again telling them i wasn't happy with the outcome as i had only been credited for activating the bonus and received zero for my spins and reshuffle and that i had no way to check what had happened, i was offered a £10 good will bonus which i refused and informed them i would be seeking advice ..... so here i am lol, i have played online slots for years and never had this happen so i am not sure if anything can be done other than share my experience - feeling a lil ripped off :mad:
     
  2. Aug 15, 2016
  3. Simmo!

    Simmo! Moderator Staff Member

    Occupation:
    Web Dev.
    Location:
    England
    The casino will have a term somewhere about malfunctions voiding pays so the best you can hope for is their goodwill gesture I suspect. I've had this before and it's crap but it does happen on the odd occasion unfortunately.

    Most game developers have a catch in their game that resumes... the result of the spin would have been known before the first reel landed so in theory, the game should be able to pick up from where that spin started but that is down to the game developer or platform to handle and wouldn't be something that the casino could influence.
     
  4. Aug 15, 2016
  5. chaos

    chaos Dormant account

    Occupation:
    na
    Location:
    uk
    Thanks for the reply Simmo!
    Yeah its crap, even more so when u just have to take their word for it that u won zero. Ah well - moving on :)
     
  6. Aug 16, 2016
  7. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    Simmo is right, Malfunction voids all pays, I bet you my bottom dollar that they did not bother contacting the provider, If they did than who is to say they thay was not lying to you?

    Can you find your games history? I doubt it will show much as if it did than without a doubt it would of credited you, I just looked at the site and I belive the sun news paper owns it, Tell them your going to your local news paper and ring up the bbc whachdog, Unless you get all logs, Worth a try, Tell them that your a season gambler and know how the game plays,
     
  8. Aug 16, 2016
  9. LOOKAWAY

    LOOKAWAY Senior Wember PABnonaccred

    Location:
    England
    I played that slot this morning, I reckon the slot freaked out on you as the reshuffle could off awarded the feature again unless the wild real landed on reel 3

    I would take this further considering above and the fact the wild can land on the last reel again and can do that more than once if a pay is not achieved by it, so you could off got two 4 scatter triggers paying 20 times bet and 20 free games instead off just 10 free games for a 4 scatter trigger or wild landing on fourth reel awarding a further 7 free games totaling 17 free games, take into account 3 scatters pay just 7 free games.

    The question is can this slot pay the feature twice via a reshuffle and does it malfunction because it can't.

    Ask them that or the game developer as this is an Aristocrat slot that loads up by Next gen gaming.

    I think we need to know how this reshuffle works when you hit feature at the same time.

    It does say on the slot free games feature can be re-triggered and free games feature can be triggered by the reshuffle feature.
     
  10. Aug 16, 2016
  11. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    That bit I highlighted, You will be surprised what games company owns who, All theses small providers now days have the back up by big providers, including lay outs and sounds,

    Its on another level, 90% of the cash ends up in one pocket, let it be any provider / casino

    Lets say your the only one thats got gold, it will soon be distributed, Thing is you always got a share in whats sold, but look how many burned fingers want abit
     
  12. Aug 16, 2016
  13. chaos

    chaos Dormant account

    Occupation:
    na
    Location:
    uk
    Thanks for the replies, i have just checked gaming history it says on 13th (a week after i played the game) that i staked £0.00 and was paid out £6, i dont think i can go as far back as the week before, i will check it out in more detail later when im home
     
  14. Aug 16, 2016
  15. chaos

    chaos Dormant account

    Occupation:
    na
    Location:
    uk
    Lookagain, there are a few vids on youtube there must be one with the same bonus hit as mine, i will be checking them out tonight. I did wonder myself if it freaked out because i hit both features together, i took a screen shot of it as i had a feeling i was gonna get ripped off
     
  16. Aug 16, 2016
  17. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    You do not take a screen shot as you think your gona get ripped?, But I may eat my words here as I started taking screen shot of all transaction etc as its starting to get messy,

    Exaple you go to live help and ask where is bonus? what bonus they ask? The fuking one I just took and didnt pay it, Hang on I just look, 10 hrs later yes sorry that was the wrong promo sent to you lol, Do not read to books now days, just ask the 1st the lines of chat to some one and they will tell you the rest
     
  18. Aug 16, 2016
  19. chaos

    chaos Dormant account

    Occupation:
    na
    Location:
    uk
    I took the screen shot 2 days later when they reported it to their 'tech team' just incase they came back and said - no we cant see u hit a bonus, as it turns out it didnt matter if i did or didnt as i wasnt getting paid lol.
     

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