Rogue Behaviour or Leave it be?

ianbeale

Dormant account
PABnonaccred
Joined
Oct 15, 2010
Location
uk
Afternoon all,

So I have an issue at a recently rebranded casino.

To cut it short, I triggered a free spin feature (10 at £1.50 a spin). The game crashed and would not load past 99% so I logged it with support, it has been 3 weeks yesterday, they kept saying do not worry you wont lose the spins.

After 2 weeks I follow it up as I hear nothing from them, a few days later the game is refreshed to the base game, free spins nowhere to be seen.

I follow it up again today after once again logging it with support.Once again I am assured I wont lose the spins. Sure as can be, "we are unable to retrieve the spins"

No reason given, just a few lies from them, (said I told them it was 3 free spins, impossible as the minimum trigger it gives is 10.

Then they said well you still won on other games (relevance?)

They offered me a £10 bonus even though I was playing with real money and said that I "could have lost money on the spins" THEY ARE FREE!!!

The casino is not accredited but other members have played there and I have been paid twice this week so no issues there, however I dont accept that features etc can just vanish and its just tough luck, surely audit requirements would require a trace on my play?

So do I leave it be or do I take it further with the regulator (Malta)?

Its not even about winning now it's about ethics and what I consider theft as my wager was taken but no win was returned which would happen when a feature is triggered (it does pay scatters).

Many thanks in advance
 

ChopleyIOM

Hearthstone Addict
webby
Joined
Mar 25, 2012
Location
IOM
Is it a Playtech slot by any chance?

They seem to have a bit of a habit of 'losing' bonus rounds.
 

Finn

Dormant account
Joined
Nov 2, 2013
Location
Finland
This the standard text for terms and conditions of netent slots under the game instructions, also found on Malta based NetEnt casinos.

In the event of malfunction of the gaming hardware/software, all affected game bets and payouts are rendered void and all affected bets refunded.

So at least for NetEnt slots, it implies that a malfunction may cost you good situation like beginning of scatter round, that you just get the bet money back from the round when it crashed. I would assume that similar statements can be found for other softwares. So I guess they don't have regulatory obligation to return you to the scatter state of the slot, this just seems typical customer service incompetence, CS talking about what they don't know, giving promises that they can't keep.
 
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ianbeale

Dormant account
PABnonaccred
Joined
Oct 15, 2010
Location
uk
No Chopley, its at NetBet, and an ISoftBet slot.

I might aswell say who they are as they are not getting any more of my money.

The Malta GC have acknowledged my complaint so I will see what happens. Its principle now not the money.
 

dunover

Unofficial T&C's Editor
Staff member
webmeister
PABnonaccred
PABnononaccred
CAG
mm3
Joined
May 22, 2012
Location
the bus shelter, opposite GCHQ Benhall
No Chopley, its at NetBet, and an ISoftBet slot.

I might aswell say who they are as they are not getting any more of my money.

The Malta GC have acknowledged my complaint so I will see what happens. Its principle now not the money.

Oh dear...NetBet (not to be confused with sites of a similar name) are the only site I've ever had to PAB against. Don't bother with the rep on here (they are trying to leave the pit as they were rogued casino770) as he will get very pissy that you've posted here first before consulting him. Of all the casinos to choose......
 

Jasminebed

Game old gal
Joined
Mar 13, 2008
Location
Ontario
I agree that bonus rounds should not just disappear.

If it happens to you, it happens to other players. You'd think a reputable software company would want to fix mistakes.

I have had it happen elsewhere, I don't play there. And although sometimes it took longer than others, it has been resolved. If tech cannot get a game to replay, an appropriate level of compensation should be there for the player. I think bet x number of free spins x any multiplier by at least 90% is fair, and 100% desireable. Sure, maybe it was crap, and maybe it was the monster 8000x win, but sometimes we just can't know. Base it on something in line with theorhetical RTP.

Seems they have failed to address your issue in a serious manner. I'm almost ready to order my tinfoil hat.
 
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