Hello, I really need to vent about my experience with getminted casino. I hope the following rant will discourage others from playing here as they have malfuctioning games and no respect for their customers.
This is not a bonus issue though I did deposit for one initially. Just before Chirstmas they emailed me about a bonus on Christmas Eve.
I deposited for this bonus and encountered my first problem
Bonus not Credited and I had to undergo a 10 minute phonecall to get the "automatic bonus".
Now the fun began. I loaded up craps made a couple of wagers and then looked at the bonus page to make sure craps was clearing it. As I did this I noticed my account balance was now 200 less than it should have been, I assumed my wagers were just trapped in the casino game still.
However as I placed a 2nd bet it became very apparent that the craps game was defective as the amount I won was actually removed from my balance instead of credited. The craps session left me out of pocked by roughly 450.
Now I emailed support immediately note the Date Dec 24th.
Reply within 2 hours
I emailed again immeditaley to tell them that this was wrong. I had definately witnessed money being taken from my balance after the final wager. I also asked them to email me the game logs for the session
Another response
I was never emailed the game logs, and getminted had still not contacted me about the matter before Jan 3rd. At which point I contacted them again pointing out that their christmas staffing problems were no longer washing with me. 30 hours later I recieved a response saying
Of course no response by their promised deadline so on Jan 8th I had to email them again.
Finally on Jan 9th they refunded my losses
Now I have a huge issue with this last email.
1/ From the game logs (which I managed to retireve myself) I could clearly see that I was not paid out on any wins .. hardly esoteric.
2/ At the point where they had identified something was wrong with the craps game they did nothing to take the game offline incase anyone else was affected.
3/ The game is still online now, despite them stating its disabled
4/ I had 450 taken out of my control for 3 weeks, I was told I was wrong when I was right. I have been lied to about games being taken offline. I have had to waste my time with 18 separate emails to support. I have been lied to about dates or resultion
Getminted then chose to patronism me and claim that it is A GESTURE OF GOODWILL to refund me my money at this point. I can assure you that this is not viewed as goodwill on my part at all. Doing the bare minimum they had to and refund the money the defective game stole is not goodwill. I emailed to tell them this, and received a similarly patronising email in response. At this point I've given up all contact with them and would rather prefer to let everyone know how bad they can treat you.
Well done if you've made it this far
This is not a bonus issue though I did deposit for one initially. Just before Chirstmas they emailed me about a bonus on Christmas Eve.
I deposited for this bonus and encountered my first problem
Bonus not Credited and I had to undergo a 10 minute phonecall to get the "automatic bonus".
Now the fun began. I loaded up craps made a couple of wagers and then looked at the bonus page to make sure craps was clearing it. As I did this I noticed my account balance was now 200 less than it should have been, I assumed my wagers were just trapped in the casino game still.
However as I placed a 2nd bet it became very apparent that the craps game was defective as the amount I won was actually removed from my balance instead of credited. The craps session left me out of pocked by roughly 450.
Now I emailed support immediately note the Date Dec 24th.
Reply within 2 hours
I have checked your gameplay and i cannot see any abnormal results or errors in the game.
The wagers that you have made after the initial roll, were resulting in losses as you were not correctly predicting the outcome of the dice.
I emailed again immeditaley to tell them that this was wrong. I had definately witnessed money being taken from my balance after the final wager. I also asked them to email me the game logs for the session
Another response
I have escalated your case to the Casino Management, who will look into your query, please appreciate that as we are now in the Christmas period a response might take longer than usual due to the holidays but rest assured as soon as we have been able to investigate this issue, we will be in touch.
I was never emailed the game logs, and getminted had still not contacted me about the matter before Jan 3rd. At which point I contacted them again pointing out that their christmas staffing problems were no longer washing with me. 30 hours later I recieved a response saying
Our developers are now back in the office, however as they are based in the US we will hopefully hear back from them overnight. If not, it may be Monday before I am able to get back to you with a conclusive answer.
Of course no response by their promised deadline so on Jan 8th I had to email them again.
Finally on Jan 9th they refunded my losses
Thank you for your recent emails and allowing us the time to fully investigate the issues you were reporting with Craps.
First of all, I would like to apologise for the length of time it has taken to investigate and diagnose the problems you were encountering. This is due to the extremely esoteric nature of the issue itself.
Following a lengthy replication process we have found a bug in the game which under very specific circumstances causes a stake to be incorrectly deducted.
Where Craps allows the removal of a wager mid game, the bet is successfully removed from the table, however when the next roll occurs, the game does not recognize the reduction in wager and still deducts the stake from the balance even though it is not visible on the table. All other wager and payouts occur and pay correctly in normal game play, it is only the manual removal of a bet that causes the problem on occasions.
We have now disabled the game whilst our game team investigates further and determines a fix. Unfortunately the nature of the bug took us some time to replicate and understand which caused a delay in the removal of the game.
Having reviewed your recent game play we have determined that whilst the bug affected an extremely limited number of wagers, given the length of time it has taken us to discover the issue, it is appropriate for us to refund your entire loss whilst the game was malfunctioning.
We took the view that although only a fraction of your wagering was affected we would return the net wagering in full, reflecting as it does both affected play and funds which were genuinely lost in play. We did this as a gesture of goodwill to address your concerns and to restore your faith after being subject to an extremely rare glitch.
Now I have a huge issue with this last email.
1/ From the game logs (which I managed to retireve myself) I could clearly see that I was not paid out on any wins .. hardly esoteric.
2/ At the point where they had identified something was wrong with the craps game they did nothing to take the game offline incase anyone else was affected.
3/ The game is still online now, despite them stating its disabled
4/ I had 450 taken out of my control for 3 weeks, I was told I was wrong when I was right. I have been lied to about games being taken offline. I have had to waste my time with 18 separate emails to support. I have been lied to about dates or resultion
Getminted then chose to patronism me and claim that it is A GESTURE OF GOODWILL to refund me my money at this point. I can assure you that this is not viewed as goodwill on my part at all. Doing the bare minimum they had to and refund the money the defective game stole is not goodwill. I emailed to tell them this, and received a similarly patronising email in response. At this point I've given up all contact with them and would rather prefer to let everyone know how bad they can treat you.
Well done if you've made it this far