- Joined
- Apr 28, 2022
- Location
- LA
I was betting $10 per spin using cash funds not bonus funds and got all 3 bonus symbols to unlock a spin on the bonus wheel which has 21 prizes ranging from 5x-500x your bet & 5 jackpot prizes which were $1k-$463k at the time.
However, the bonus wheel didn't open and no prize was awarded. I took a sreenshot along with a video of myself opening and closing the menu and exited the game and contacted their support team.
I explained the issue and sent the screenshot, a few minutes later the support agent replied and accused me sending "edited images", called me a "mentiroso" (spanish for liar), and said he was going to escalate the false claim.
Later in the day I finally got to speak to a supervisor & after reviewing my conversation with the support rep the supervisor apologized for the way I was treated and said it was "very unprofessional" & he said from experience he could tell right away that the image I sent was not edited but they needed more time to investigate what went wrong. Meanwhile he issued me a $150 bonus with a 35x rollover to make up for how the support agent acted.
I called to get an update and I was told the case was closed because the bonus I received was $100 for how I was treated & $50 was compensation for the actual issue with the bonus/jackpot wheel.
I asked them: "how would a $50 bonus with 35x rollover would be considered compensation for a spin on the jackpot wheel with a $10 bet using cash funds?"
I was told that their investigation concluded that it was a "display error" and what was shown on my screen was not the true outcome.
However, the bonus wheel didn't open and no prize was awarded. I took a sreenshot along with a video of myself opening and closing the menu and exited the game and contacted their support team.
I explained the issue and sent the screenshot, a few minutes later the support agent replied and accused me sending "edited images", called me a "mentiroso" (spanish for liar), and said he was going to escalate the false claim.
Later in the day I finally got to speak to a supervisor & after reviewing my conversation with the support rep the supervisor apologized for the way I was treated and said it was "very unprofessional" & he said from experience he could tell right away that the image I sent was not edited but they needed more time to investigate what went wrong. Meanwhile he issued me a $150 bonus with a 35x rollover to make up for how the support agent acted.
I called to get an update and I was told the case was closed because the bonus I received was $100 for how I was treated & $50 was compensation for the actual issue with the bonus/jackpot wheel.
I asked them: "how would a $50 bonus with 35x rollover would be considered compensation for a spin on the jackpot wheel with a $10 bet using cash funds?"
I was told that their investigation concluded that it was a "display error" and what was shown on my screen was not the true outcome.
