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
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