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netent error - free spins + winnings vanished

Discussion in 'Casino Complaints - Non-Bonus Issues' started by varverooo, May 13, 2015.

    May 13, 2015
  1. varverooo

    varverooo Experienced Member

    Occupation:
    student
    Location:
    Würzburg
    Hi to all,

    Yesterday I had a significant technical problem at netent for the first time. I played at an accrredited casino and deposited just 10 plus a 50% bonus. I played lights which is kind of my favorite game especially on low balance as then i can play it on 9p like DOA but have some better playtime in my opinion. However, as it ate a couple of euros i hit the free spins feature and it paid pretty good. With 2 free spins to go, it had already paid 90X bet...but then it happened. An error occured, it read something like "Missing 999)". Never had that before but I htought i just login again and resume the free spins and here it comes: No free spins are showing and even worse the winnings from the free spins round were also not credited. I asked livechat and she told she can see i have an open game and she asked me to try resume my free spins as i myself couldnt (they were not showing). But she told me they were not showing for her as well and i saw she did try a bit spins on it as my balance was approxt. 50 cents higher before she logged in for me.

    Im a bit worried at this stage, the whole problem had to be sent to netent for investigation. Here my question: Does anyone of you know this type of error? Has anybody experience how long netent needs to investigate such a matter? And can I expect this to be resolved by them?

    Were not talking about a signifant amount here as i played on minimum bet, but it's my money and I don't want it ti just vanish from my account.

    kind regards,
    varverooo
     
  2. May 13, 2015
  3. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    Error may not be identical, however something very similar to what you describe happened to me a couple of months back.

    My balance of around £10 at the time suddenly did a disappearing trick after I'd done 300+ rounds on DOA, changed game and *bang* £10 gone ???

    Live chat escalated to Netent who 'found' the missing funds and returned them to my casino account.

    Whole thing was roughly 24 hour turn around.

    Not sure how things will work your end as a missing bonus round sounds a little more complex but rest assured Netent will have 'logs' and I'm sure they'll locate you funds etc.

    Hope this helps, even if it's just a little, best of luck:thumbsup:
     
    1 person likes this.
  4. May 13, 2015
  5. varverooo

    varverooo Experienced Member

    Occupation:
    student
    Location:
    Würzburg
    thank you much for the info, jonmincher. Its been 24 hours now but i havent heard back from the casino yet. I will give a note if and how this issue will be resolved.
     
  6. May 13, 2015
  7. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    thanks :thumbsup:

    If its's been a while, may be worth contacting the chat at the actual casino it happened.

    Netent will not contact you directly and the casino may have had some form of response but may also be very busy etc
     
  8. May 19, 2015
  9. varverooo

    varverooo Experienced Member

    Occupation:
    student
    Location:
    Würzburg
    1 week has passed and no response from netent. The same error happened to me twice after the incident that is decribed here, though this time there was no bonus round involved but just a normal spin. Seeing how long it takes to resolve this issue, I think I will avoid this casino for now until is all resolved.
     
  10. May 22, 2015
  11. varverooo

    varverooo Experienced Member

    Occupation:
    student
    Location:
    Würzburg
    just a quick update. Netent finally replied and the winnings from the missing bonus round were credited to my account today. No further explanation was given regarding the error, but all has been resolved.
     
    2 people like this.
  12. May 22, 2015
  13. catapultaudio

    catapultaudio Senior Member

    Occupation:
    Computer Programmer
    Location:
    Leeds, UK
    Though its clearly entirely unsatisfactory to have to wait a week for something like this to get sorted out - I'd be asking the casino for a little compensation if I were you! - It does at least give me confidence that they were able to identify the issue and add the winnings to your account. As most members here with a good head on the shoulders will often say, the server logs do not lie or make mistakes, and only the worst rogues in the business will deliberately screw a player out of £20 or so ... its just not good business.
     
  14. May 22, 2015
  15. varverooo

    varverooo Experienced Member

    Occupation:
    student
    Location:
    Würzburg
    Yes it's a good feeling that you can rely on the server logs from the game provider, even if it takes some time for them to resolve. I asked the casino for a little compensation but they denied it.
     
  16. May 23, 2015
  17. Sammio

    Sammio Newbie member

    Occupation:
    High school
    Location:
    Finland
    These are odd problems

    Had one myself also, but manage to get help via casino live chat and they returend the funds for me...
     
  18. May 23, 2015
  19. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    There is definitely something wrong with Netent slots and that's not confined to free spins.I had my entire balance wiped out at Playhippo at Wonky Wabbits at my first spin and the support staff initially told me I played my balance to 0. Then they told me that I opted to waive my bonus and deposit myself leading to the nil balance. It could be an error on Netent's part but then the casino is also at fault. Up till now there has been no answer.
     
  20. May 23, 2015
  21. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    There has been some talk about netent balance problems, I have personally had trouble my self, I think they ought to stop wasting time on bringing sh*t games out and and use the time to fix some bugs,
     

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