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Non-Bonus Complaint Star Cash game problem at VegasCasino.io

Discussion in 'Casino Complaints - Non-Bonus Issues' started by chewmanshoe, Oct 7, 2016.

    Oct 7, 2016
  1. chewmanshoe

    chewmanshoe Dormant account PABaccred

    Occupation:
    sales
    Location:
    California
    Casinomeister has been extremely helpful resolving casino issues in the past and I have a new one I hope you can help with. Both events happened playing the new game Star Cash at Vegascasino.io. Game gives respin when you get wild on reel 2,3,or 4 for max 3 respins. On 9-28-2016 I spun, got wild system automatically respun and I got 2nd wild, machine automatically respun again and I got 3rd wild. According to game's rules I should have then gotten another respin but did not. Chat transcript and their email response is below.

    Then on 10-5-2015, same game, I got wild and system automatically respun. On respin I got 2 more wilds so reel 2,3 and 4 are all wild. According to game rules system should have automatically respun again-NOT! I put chat and email follow up for this issue first as I am 100% certain of what happened.

    Is there anything else that can be done to rectify problem? Thank you for your time, and I truly appreciate your help. Sorry it's so long but kind of unavoidable!

    10/5/2016 chat transcript
    Marko-How may I help you?
    ME-Hi Marko, This is twice now, on Starcash once you hit 3 wilds the game does not give you a respin for 3?
    ME- Let me explain: I just spun and got wild, it respun for free and I got 2 more wilds, now it wont give free respins once I got 3.
    Marko-Please give me a minute to check
    ME-FYI happened other day but response was I received all my spins and I know I didn't!
    Marko-Did you stop playing once this happened?
    ME- Yes I have. I was going to play a new game in another screen.
    Marko-Can you please provide me a screenshot?
    ME-starcash.png This is respin from first wild.
    Star Cash game problem at VegasCasino.io: starcash.jpg,Oct 7, 2016
    Marko-I will forward this to the game provider and hopefully get an answer what happened as soon as possible


    Following are email conversations regarding above issue:

    VegasCasino.io Support on October 6, 2016 at 11:37am wrote:
    Hey ME,
    Thank you for contacting us regarding lost Free Spin rounds in the game Star Cash
    After contacting our game provider we found out that you got the retrigger in the 2nd row and you got full 3rd and 4th row as well
    Please be informed that once you fill the middle 3 rows you cannot retrigger anymore and that's why you completed your respin capability We are sorry for any inconvenience this may have caused
    For any other questions or assistance, just hit 'Reply' and let us know
    Cheers,
    Marko

    ME on October 6, 2016 at 2:50pm wrote:
    Same reply as before, but is untrue. Here's what really happened: I spun got wild and system automatically respun. I then received 2 more wilds winning $50.00. At this point there should have been another respin since I got more wilds, but there wasn't. This is the second time that game has not respun once all three wilds are shown. The payouts clearly say up to 3 respins, but this game is not doing that.

    VegasCasino.io Support on October 6, 2016 at 4:47pm wrote:
    Hey ME,
    I'm very sorry but as informed previously after contacting our game provider we found out that you got the retrigger in the 2nd row and you got full 3rd and 4th row as well and once you fill the middle 3 rows you cannot retrigger anymore and that's why you completed your respin capability
    Please be informed that all the rounds were finished successfully
    We are sorry for any inconvenience this may have caused
    For any other questions or assistance, just hit 'Reply' and let us know
    Cheers,
    Marko

    ME on October 7, 2016 at 1:47am wrote:
    Don’t you guys there at Vegas Casino have access to players history? Can gaming provider give me a copy of what they’re looking at?

    Thu, 6 Oct 2016 15:24:41 -0800
    Hey ME,
    Thank you for your email!
    Unfortunately as the provider informed, there is nothing further that can be done,Sorry for the inconvenience this may caused you.
    Cheers,
    Jeslyn

    ME Fri, 7 Oct 2016 07:48:31
    I am going to escalate issue to Casinomeister.com in hopes they can get some transparency from you and/or your gaming provider.



    9/28/2016 Chat transcript
    Kaarel- Hey ME . How may I help you?
    ME- Hi Kaarel, I am playing star cash and I got a star for respin, then another and another respin, and then got the 3rd star. Problem is after getting 3rd star it did not respin with all 3 wilds like it should.
    Kaarel- did it give you a error message or did the the game crash
    ME - Nope not at all. I was waiting for it to respin but it didn't so I hit spins and it spun normal, no wilds.
    Kaarel- a i see now, if you look press at the spin table and then the little arrow you can see the rules for the game
    it says three re-spins maximum
    ME- Maybe I'm stoned and don't know it. Could you check history to c if it did spin and I missed it? I got 2 respins.
    Kaarel- and should have been three tight
    ME -correct
    Kaarel- one moment please
    Kaarel- can you tell me what time this was?
    ME - Maybe 3-4 minutes ago. I have spun since it reset all reels on what should have been 3rd free spin. I have not spun since!
    Kaarel- were any winning awarded for the two respins that did work?
    ME - Y like about $326.00 No make that $286.00 FYI I'm betting $.20 per line for $2 total bet.
    Kaarel- i see your last win was 12mbtc and then three bets of 2 that won did not win then three bets of 2 that did not win *
    ME -Starting at my last 4 spins: PAID $2 spun got wild and won I think $36, respun got another wild and on that spin won an additional $190-200, and got 3 rd wild. There should have been another spin with 3 wilds, but it didn't happen. I manually spun and won $0.
    Kaarel- if you are saying $2 you mean 2 mBtc, yes?
    ME - y
    Kaarel- ok, unfortunately i can't get access the information i need in this case without contacting the game provider, this could take some time i have all i need to have them to fully check your gameplay in detail
    i hope its ok if i get in touch with you via email once i have an answer for you
    ME - Good news that was only game I played so history should be clear. Email is fine. This being a new game they really need to investigate. Thank you for your help Kaarel.
    Kaarel- yes, sorry i'm unable to help you right away, i'll do my best to get this cleared up as soon as possible
    ME- k. Thanks agin.

    Following is email response received 9/29/2016:
    Hey ME,

    Thank you for contacting us

    Please be informed that all the rounds were finished successfully and there are no stuck rounds

    We are sorry for any inconvenience this may have caused

    For any other questions or assistance, just hit 'Reply' and let us know

    Cheers,
    Marko
     

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