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Game Malfunction: How would you proceed?

Discussion in 'Online Casinos' started by bruinsdude, Aug 21, 2015.

    Aug 21, 2015
  1. bruinsdude

    bruinsdude Senior Member MM

    Occupation:
    Marketing
    Location:
    Canada
    So I am mid-evening (ok maybe the wee hours of the morn' here lol ) playing at an accredited casino.

    My balance is around $75, and I am playing Gemix. I am mid spin, and have already amassed Supercharged mode, and 6 hearts and 6 moons and a bunch of blues fall into line, and BAM Unable to connect to server.

    After about 15 minutes of panicked solution seeking, I figure out it is all the Play N Go games that seem to be down for this particular casino. I get error messages ranging from We are sorry, but there is no connection to the server. If you were in the middle of playing a game, your current progress is stored and your game can be continued once you have connected again, to Unable to start game.

    Now I try live chat, and they are for some reason offline for the first time I have ever seen.

    Not really sure if I should play any non-play-n-go games I can play with my remaining $75 or will that mess with the $100 I have coming to me once the round of Gemix resumes?? AM I stuck here waiting, or should I be good to go to play my remaining balance and still keep my unfinished round active?

    Too wired to go to bed, and not playing would be boring as hell. Anyone awake and able to help my indecisive @$$ make a move....lol
     
  2. Aug 21, 2015
  3. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    Occupation:
    House-Husband and Casino Advisor
    Location:
    Bexhill on sea, England
    It should make absolutely no difference whether you play other games or not.
    However, if it were me I would definitely NOT do anything on my account until the problem is resolved.
    My advice is play somewhere else or do something else (like sleep!) until the game comes back up.

    KK
     
    1 person likes this.
  4. Aug 21, 2015
  5. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    If you decide to play and using a bonus DO NOT 0 out, Could really mess up things,

    I would leave it also and get some sleep, That I do not get much of, Got in gone 12am last night, had a spin, got to sleep about 3am, Its not just gone 8am and wide a wake,
     
    1 person likes this.
  6. Aug 21, 2015
  7. Mr Wild

    Mr Wild Experienced Member

    Occupation:
    Online Casino
    Location:
    Malta
    As previous posters said, best is to stop playing. It will then be easier for the casino to find and resolve the issue.
     
  8. Aug 21, 2015
  9. bruinsdude

    bruinsdude Senior Member MM

    Occupation:
    Marketing
    Location:
    Canada
    FREAKING OUT HERE

    Ok I just woke up to my Gemix level being reset to world 1, my big win wiped away clean, like it never happened.

    Gemix is a long term progressively advancing game. My world bonus was taken away also. I am losing my $hit here!!!
     
  10. Aug 21, 2015
  11. bruinsdude

    bruinsdude Senior Member MM

    Occupation:
    Marketing
    Location:
    Canada
    I just had to send an email to customer support. They have no clue as to how a game round can simply be wiped away, and all historical game progress along with it, they tell me to just play and move on. Must I really absorb a loss here without compensation? I had clearly won a nice amount, not sure why they felt the need to reset my progress to nothing, ripping me off for my winnings PLUS the accumulated world bonus.

    They said if I send an email they will open a ticket..... I heard that before from this same casino and never heard back at all on my past issue... I have little faith at this point....FFS

    Starting to wonder what recourse I have here...
     
  12. Aug 21, 2015
  13. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    Occupation:
    House-Husband and Casino Advisor
    Location:
    Bexhill on sea, England
    I would follow the CM complaints procedure: Contact the rep - and if they don't put it right - Pitch-A-Bitch.
    You said they were accredited - so you have absolutely nothing to lose!
    Don't be cheated out of what is rightfully yours.

    KK
     
    3 people like this.
  14. Aug 21, 2015
  15. bruinsdude

    bruinsdude Senior Member MM

    Occupation:
    Marketing
    Location:
    Canada
    Solid advice KK, have emailed the rep through here, and customer service has the issue in the system, however they see no urgency in resolution, asking me to wait an indefinite period of time for them to investigate, refusing me to be allowed to speak to a supervisor on the matter of not being allowed to play in the interim. They do not want me to play from my available balance, so my money is simply locked for the unforeseen future. This is not the first time Gemix has malfunctioned, and the last time Play N Go took weeks to even respond to the casino, not looking forward to the long wait on this.
    I see no circumstances where re-setting someone's in game progress including flushing away a win, and the sizeable world bonus that was about to be unlocked would be appropriate. They have placed me back to zero on the Play n Go server it seems, or at least that is what is being said.
     
  16. Aug 23, 2015
  17. bruinsdude

    bruinsdude Senior Member MM

    Occupation:
    Marketing
    Location:
    Canada
    Ok, so still no progress or fix, however their staff finally allowed me to continue playing on the unused balance on the account rather that having to sit on it and wait for Play n Go to assist.
    5 spins in on DOA, I hit a bonus, and subsequent wildline win for $1800.00. #instantkarma :)
     
    9 people like this.
  18. Aug 24, 2015
  19. Betspin-Magnus

    Betspin-Magnus Dormant account

    Occupation:
    Casino Manager
    Location:
    Malta
    Hi,

    just to give you all an update so you do not think we are ignoring the issue. I have been taking this issue to PMs for now and we are investigating.

    Magnus
    Betspin
     
    4 people like this.
  20. Aug 25, 2015
  21. bruinsdude

    bruinsdude Senior Member MM

    Occupation:
    Marketing
    Location:
    Canada
    RESOLUTION: SUCCESS

    Am truly amazed at the kindness and how quickly the Betspin rep Magnus got things done.

    For every shortcoming this casino has, they always seem to be able to correct and improve upon any bad situation. Two steps forward for every one step back.

    My level and progress was unable to be restored, however they were able to track down a Play n Go rep and find out what my winnings actually were on the lost game round, and graciously paid me my $83, when they could have simply cried malfunction.

    If they were to add a couple of payment providers, I reckon Betspin has a shot at Casino of the Year this year.

    Well done Betspin, yet another satisfied customer!
     
    5 people like this.
  22. Aug 25, 2015
  23. Przecinek

    Przecinek Dormant account

    Occupation:
    CSA
    Location:
    Respect-land
    That's a pretty reasurring story, will keep an eye on Betspin from now on :)
    I'm guessing they had to contact developer's / server owners directly to get this resolved. Getting your big win wiped out midway is everyone's nightmare lol
     
  24. Aug 30, 2015
  25. Alfran

    Alfran Experienced Member

    Occupation:
    travel agent
    Location:
    athens
    i'm glad to see you are still pretty stuck on playing Gemix... so am I. We might be the only 2 but its sooooooo addictive!
     

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