Resolved Suspected that winnings were not credited on Gonzo's Quest

[klauskunterbunt]

Yesterday Night, i played Gonzos Quest at IGAME. I won 100 Euro with a Spin, but the money was not added to my Balance.
Before this happened the game crashed and i had to reload the Game. You can see it on the screenshots if You look at the System Time.
I wrote the Rep and the support, but i still didnt get any reaction from them. Due to the restriction with the image size, i had to resize the Screens for upload,
the System Time is hard to see.
Did this happen to anyone else before?

Time 2:08


Time 2:08


Time 2:10 made a few Spins and hoped Money will be added..


Time 2:12 Logged out and in, but still nothing added..

 

[chayton]

I remember reading about another person that happened to, after the game crashed and the player reopened, it opened in fun play instead of real play - then they won something but it wasn't real money. Was your balance showing correctly the whole time?

Does NetEnt have any way to view your game history?

EDIT: ok there is a way - it seems to hold only your last 10 spins on each game though. When you open the game on the bottom left click the wrench icon and look for a link for game history. See if your winning spin was logged there and do a screenie to send to support also. Hopefully you haven't continued to play that game.

EDIT2: Sorry I opened the last game I played so thought that it was storing history for each game separately. It doesn't! It only shows the last 10 spins of anything you've played.

 

[Finn]

At NetEnt the win gets added to the total immediately after free spins end, or immediately after individual spin ends, immediately when the big win animation starts, unlike at Microgaming, where total goes up at the same time as the win counter animation goes up.

Here is one example that happened to me at NetEnt game Wild Turkey

Just before spin

Total: 143 Win: 0

Big hit, the win gets added to the total, while the win still shows 0

Total: 223 Win: 0

Then after few seconds when the counter in big win animation has climbed up to 80

Total: 223 Win: 80

Correct me if I'm wrong, but it seems that in your first screenshot the free spins are already over, the big win animation for the total free spin wins has already begun, so if the win was added at your total, it was added before your first screenshot, meaning that those screenshots tell us absolutely nothing. Are you sure your total before the free spins was 396.33, not 296.33? Anyway, it should be easy for casino to check their logs, so I'm sure they will be able to correct the error eventually when they have gone through the logs, if their logs show that your pre-free spin total actually was 396.33, not 296.33.

 

[klauskunterbunt]

I hope the Casino can look what happened. But they still didnt answer......

"Correct me if I'm wrong, but it seems that in your first screenshot the free spins are already over, the big win animation for the total free spin wins has already begun, so if the win was added at your total, it was added before your first screenshot, meaning that those screenshots tell us absolutely nothing. Are you sure your total before the free spins was 396.33, not 296.33? Anyway, it should be easy for casino to check their logs, so I'm sure they will be able to correct the error eventually when they have gone through the logs, if their logs show that your pre-free spin total actually was 396.33, not 296.33. "

If this is would be the reason then i am so dull!, but i hope and think it was not so....^^

 

[Azzurri]

Many reps don't respond over the weekend, so you'll have to be patient and wait until Monday.

They are know accredited, so the rep has a duty to respond within 48hrs during normal business times.

Guts and Betat are the only reps I know that respond over the weekend.

 

[iGameRobin]

I hope the Casino can look what happened. But they still didnt answer......

"Correct me if I'm wrong, but it seems that in your first screenshot the free spins are already over, the big win animation for the total free spin wins has already begun, so if the win was added at your total, it was added before your first screenshot, meaning that those screenshots tell us absolutely nothing. Are you sure your total before the free spins was 396.33, not 296.33? Anyway, it should be easy for casino to check their logs, so I'm sure they will be able to correct the error eventually when they have gone through the logs, if their logs show that your pre-free spin total actually was 396.33, not 296.33. "

If this is would be the reason then i am so dull!, but i hope and think it was not so....^^

I'm sorry, but unfortunately it seems this was the case. Your initial balance was €298.33 before placing the €2 bet, and won €100, leaving you with a balance of €396.33. I'm relieved that you did not experience a serious glitch where winnings were not credited though.



Regards
Robin

 

[klauskunterbunt]

Hi Robin,

thanks for answering me. So i have to say official, that i am dull^^. It seems that i was a little
bit too much in gambling mode..So i say big sorry for taking Your time, and thanks for the reply and
that You have looked into it.

Kind Regards

 

[The Dude]

Renamed the thread to something to reflect the outcome. Glad it all worked out.