My "Broken" bonus game has been voided ! IS this right ?

ESCJAMIE

He/Him. High Voltage Only
MM
Joined
Aug 17, 2018
Location
UK South west
It was Ruby slippers I had the 10 free spins and wild symbol, I feel very hard done by if this is the case as before I had games stuck they played out or looked at how much it would of won !

Dear Jamie,

Thank you for your patience while your stuck game was investigated.

Your stuck game was escalated to the 3rd party game provider who have been able to locate the game. Unfortunately the only way they could remove the stuck game and allow future play was to void the round and return your stake of £0.17 to your account. this was credited today at 17:04:47 BST

We appreciate it is disappointing to miss out on the bonus feature. unfortunately the game provider had no other choice. Due to game results being random number generated there is no way to work out what could have potentially been returned.

We wish you luck with all your future spins.
 

me_and_ed

Paleo Meister (means really, really old)
CAG
MM
Joined
Jun 2, 2006
Location
Vancouver
What is the term, something along all plays void if malfunction occurs, sucks but is in every term somewhere.
 

ESCJAMIE

He/Him. High Voltage Only
MM
Joined
Aug 17, 2018
Location
UK South west
What is the term, something along all plays void if malfunction occurs, sucks but is in every term somewhere.
But why didnt they just release the game or see how much would of won cause thats what normally happens,
 

ESCJAMIE

He/Him. High Voltage Only
MM
Joined
Aug 17, 2018
Location
UK South west
I replied

This is simply not true I had any many games stuck in past and even on this game on other sites, They can tell me how much I would of won by going in to the game ID history, I deserve at least some compensation because of there dodgy games breaking,





Then they replied in short " I got a £10 good will gesture" See if you dont ask you dont get always worth trying

Dear Jamie,

Thank you for contacting Jackpotjoy Customer Support regarding your Wizard of Oz Ruby Slippers game play and issue.

We do apologise that during your play on site you encountered a technical issue that prevented the play of 10 Free Spins awarded during a feature.

As advised in our last email we did pass this matter to the 3rd Party Game provider WMS/SGi to look into, it was our hope they would be able to complete these spins for you and be able to advise of any possible win from them but sadly this was not the case.

The provider of the game has informed us that a fault was detected and this meant we they needed to void the game spin fully in order to resolve and allow future play on this game. That has caused the wager to be returned to you and they outcome of the game to be lost, the error cause the game to stop at the point the Free Spins were awarded and would go no further. We have added a replay to this email of the spin and the point it reaches so you can review it yourself.

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Of course we do understand that this will cause disappointment for you, missing out on seeing if these Free Spin would have added a win for you or not. Regrettably we would just not know if you would have seen any winning spins or not from these due to the game needing to be game needing to be voided.

With that in mind we will be more then happy to add a £10 good will gesture to your account, this should go some what to allowing you some game spins on us.

While we are sorry you did not get to see these spins play out as normal during your play we do hope that this added information and good will gesture will make up for this.

Wishing you all the best in your play with us on site.

If you have any further questions, you can find a range of answers on our Support Home Page
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. Alternatively, call our friendly Customer Support Team free on 0800 458 0770, available 24 hours a day. You can also tweet us @JackpotjoyHelp!

With kind regards,

Ian B - Jackpotjoy Customer Support

"Enjoy your gaming. Always play responsibly."
 

slotter999

Dormant account
Joined
Oct 22, 2013
Location
UK
But why didnt they just release the game or see how much would of won cause thats what normally happens,
The casino have treated you fairly by giving you £10 compensation. The operation of the games is out of their control and voided games do happen from time to time. My worst personal experience was to sit through a bonus round where I won in excess of £180 before it crashed only to then be told by a CSA that I must have imagined the whole thing as they have no record. Closed my account pretty sharpish.
 

ESCJAMIE

He/Him. High Voltage Only
MM
Joined
Aug 17, 2018
Location
UK South west
The casino have treated you fairly by giving you £10 compensation. The operation of the games is out of their control and voided games do happen from time to time. My worst personal experience was to sit through a bonus round where I won in excess of £180 before it crashed only to then be told by a CSA that I must have imagined the whole thing as they have no record. Closed my account pretty sharpish.
WOW did you never appeal it or find game id or get a third party involed. I always screen shot my bonus rounds so I have proof with the time so they cant call me a lier
 

irish-ranger

Senior Member
MM
Joined
Sep 1, 2018
Location
United Kingdom
Thank yourself lucky I've had 8 free spins @75p bet stuck on fox in wins on William hill for 10 months now according to them there is no issue and they won't be raising it to the provider.
 

EkJR

Senior Member
MM
Joined
Feb 3, 2018
Location
Glasgow
I got stung with this on a Jackpot King feature which didn't load. Took Coral 4 months to finally respond. £5 stake. Finally they told me I had won £80 but refused to provide the details of the game. Scandalous
 

JGslots

Ueber Meister
webmeister
PABinit
Joined
Feb 12, 2013
Location
Wales
Quite strange mate, if that casino really valued their players they would have offered you a £10 gesture of goodwill in the first instance, only when you sent the second email did they sit up and listen to you.

Basically sounds like they just want you to take the £10 and go away. Every time I have had a game get stuck then they've managed to tell me the outcome based on the game ID, so to be fair maybe they simply couldn't be arsed to find out.

Make sure you turn that £10 into £10,000 :D

Rob :)
 

Wittado

Newbie member
Joined
Sep 21, 2018
Location
Hamburg
Never faced such problems for two years of online gambling. But it looks realistically that casino providers may have some problems with their soft. Computers and apps surround us, so you should know that they often have a lot of bugs. I doubt that the casino just wanted to ruin your experience or leave you without a huge winning. They even return a stake and provided compensation. Don’t judge too strictly and try to gamble there again. Good casinos usually try to keep their gamblers cuz they bring money for casino profits. Maybe, you can ask for some extra bonuses?
 

CasinoNinja

Senior Member
MM
Joined
Apr 27, 2017
Location
UK
You got a free 10£, and with only one wild I highly doubt it would pay even anything close to that on a 0.17 stake so I would say you came out of it better
 

09237653

Ueber Meister
Joined
Oct 20, 2010
Location
UK
I had the same problem on Kronos once, It just would not work on desktop but the strange thing was I could play out and watch the bonus round on mobile (£17 win on a 20p bet) but it would never credit the win, in the end the game was deleted by the casino or provider and I was given my 20p back.
 
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