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Bitch and Moan The REAL Videoslots shouldn't be rated @ 9.7 thread PART 2

Discussion in 'Casino Complaints - Non-Bonus Issues' started by syntynyt, Jan 8, 2016.

    Jan 8, 2016
  1. syntynyt

    syntynyt kuollut

    first i want to say that i regret my nomination given for the best casino. i pm'ed bryan to edit my entry few weeks ago but edit was not done nor an answer received. support is clueless, is taking forever to respond, when issues are escalated takes an eternity to get back and is the third time i got in trouble with the reward system. i spent one bloody hour now with support to receive yet another 'it's TRICKY' kind of answer when facts are being talked. everything in this reward system is certain. trophies are being earned and you hope that behind some lies rewards. after this discussion i just realized how i was deprived from many rewards in form of tickets and free spins after i played numerous battles since november or so.
    announcing the rep first before posting? this time no, the previous attempts were in vain. beside, i don't request anything than be treated like all others, and yet again like casumo thread, nothing to PAB for. i still wait for over a month for one simple answer as what happens when national regulator will blacklist the site like most of internet casinos, what is account faith if this is coming, vpn yes/no, to know if will be futile to play here so i can complete whatever trophies are advanced and unlock rewards and because i'm not 'enjoy the moment' type, i want to enjoy moments at different time frames.

    Your Question:
    Please wait, an operator will be with you shortly.
    You are now chatting with Nikolaus A (Customer Service) - English
    14:19Nikolaus A:
    Hi Silviu, how are you?
    hi. just wanted to let you guys know that not all tourney games contribute towards trophies
    for example today fisticuffs. i saw the same in neon stax, invisible man and possibly koi princess too
    cashback and race places are earned though but not trophies
    14:27Nikolaus A:
    One moment please, I am currently looking in to this.
    thanks. issue is old though but i just noticed after i played today fistucuffs. neon staxx, inv man etc are empty because i never played outside tourneys but played them several times
    14:36Nikolaus A:
    We appreciate your feedback, please keep in mind though that you are not guaranteed to receive trophies when you enter a battle.
    Earn Race Spins: Yes
    Earn Cashback: Yes
    Earn Trophies: Yes
    it could be yet again that im the only one experiencing this issue?
    14:44Nikolaus A:
    One moment please.
    i played the aforementioned games for several times, i rebuyed where was possible and havent earned any trophie. chekc my battle history as you'll see. to be honest i would be pissed to find out that everyone else benefit from these but yet again not me
    14:54Nikolaus A:
    Every thing works as it is supposed to be. Unfortunatley it is not guaranteed that players will receive Trophies when they play Battles, it just seems like you have been out of luck. Is there anything else I can do for you?
    why are you saying this for second time when in every buy-in tourney, Earn Trophies is marked with an YES.
    for example neon staxx. i played several 10e buy-in with rebuy. meaning 320 spins. for several times. i havent earned any trophie at all. how is this working correctly really...
    and is easy to track what i say because i never played them outside battles
    15:01Nikolaus A:
    I am sorry to hear that you have not received any trophy lately but there is not so much I can do here I am afraid. It is not guaranteed that players will receive trophies when they play Battles.
    PLEASE, just explain in one short sentence why earn trophies is marked with YES. W H Y. please. thank you
    Earn Race Spins: Yes
    Earn Cashback: Yes
    Earn Trophies: Maybe
    if this would be the case this discussion wont even started
    15:05Nikolaus A:
    Please Silviue, it is not guaranteed that you will receive Trophoies, it only says " Yes " because you might win a Trophy. It is not guaranteed.
    there is nothing to win. the trophies are being EARNED not won. earned by wagering. in neon staxx not even win 100 times is unlocked, all are grey. i wagered hundreds thru battles. please man, give me an answer based on the facts.
    the only reason in this world to play here, beside the huge provider portfolio, is the reward system. is the third issue now in about one month. whats wrong with this account
    this chat is 50 minutes old now. and havent got a simple answer. i'm fuming. i'm playing here like a brain dead and only here and what i get back
    just so you know, i'm not looking for compensations if this is what you think. i want the problem to be fixed. and to get answers based on facts. is not much im asking. i want that for future future battles with buyin to see trohpies moving, at least the progress bar.
    are you still here please. i need to go in few moments
    15:16Nikolaus A:
    I understand that you must be frustrated, I will send this case to our game technicians so they can have a closer look. From my point of view everything looks fine.
    1 person likes this.
  2. Jan 8, 2016
  3. Dan.Videoslots

    Dan.Videoslots Dormant account

    Games Manager
    Hi syntynyt,

    First of all I have to agree with you that the chat you had is not good and I will speak with the agent you were in contact with.

    You should also receive trophies like normal if the Battle you choose to play in says "Yes" under "Earn Trophies". I will investigate what could have gone wrong and come back with more information as soon as I know something.


  4. Jan 8, 2016
  5. syntynyt

    syntynyt kuollut

    it would be wise to enlight the few that never played here, to know what i meant in that discussion.


    in all buy-in battles trophies are being earned. as you see in neon staxx, support basically tells me that i never won 3 times in neon staxx. i played multiple 10e buyin + rebuy. koi princess battle/tourney, is the 20e entry one, every day. it;s being given 180 spins. i played it some times. on support word, i never won 4 times in a row. J trophie is unlocked because i played about 1 minute for real. first trophie from left in all slots that have trophies is unlocked once you win 100 times. there is a progress bar letting you know how much you advanced. based on support word, i never had a winning spin in these ones. because i extensively played these, i should have earned a bunch in several games, instead are empty.

    @Dan, start the investigation based on my history battles. thanks...
  6. Jan 8, 2016
  7. Dan.Videoslots

    Dan.Videoslots Dormant account

    Games Manager
    Hi syntynyt,

    I have checked your real money Battle history and I can confirm that you have not received your trophies or cashback as you should. For some strange reason all race spins has been awarded.

    I have spoken with the tech team and they are currently investigating your account. What will happen now is that they need to located the error and also to check if more customers has been affected, after that they will fix it and re-calculate your trophies and cashback. They have told me that it can take up to Friday next week to have everything ready, hopefully sooner. I will inform you as soon as the problem has been resolved.

    I have also added 25 freespins to you in Gonzo Quest wagering free, this is a gift from the support team to apologize for the hassle.

  8. Jan 8, 2016
  9. syntynyt

    syntynyt kuollut

    i will be grateful for this to happen, sounds like a lot of work though. and im pretty sure, because of the nature of my luck in general, that i was the only one affected like in that wagering issue. you make me kind of regret of going public dammit. but in the past through pm took too much and wasnt satisfactory, this is why i started this thread. i will patiently waiting to be solved, and hopefu;ly it will be. as for freebie, thanks for the kiss. fel better now lol - no backwards preferences, the kind of hug :)
  10. Jan 9, 2016
  11. syntynyt

    syntynyt kuollut

    the importance of solving an issue, and not abandoning or postponing.

    another one i mean. that wagering issue coming back in force.

    chat from today AM night:
    04:05 Your Question:
    04:05 Please wait, an operator will be with you shortly.
    04:05 You are now chatting with Sebastian Ö (Customer Service) - English
    04:05 Sebastian Ö: Hello Silviu, how are you?
    04:06 silviu: hi. can you please tell me how much i advanced in wagering requirements for the free battles?
    04:07 Sebastian Ö: No problem, I can do that. Please hold on a few minutes.
    04:07 silviu: take ur time
    04:09 Sebastian Ö: Since 2016-01-02 you have wagered 81,16€.
    04:11 silviu: you may be looking elsewhere. yesterday i made the qualifying deposit and wagered few hundreds. late at night i won 100, i wagered that at least one time with the second deposit of the day. also i wagered the firs deposit too and played buyin battles.
    04:12 Sebastian Ö: All right, that is odd. I can send you all the bets you have made since 2016-01-02 to you if you want to see?
    04:13 silviu: no, just please take a look at account data from yesterday.
    04:14 Sebastian Ö: From 2016-01-05?
    04:14 silviu: 2016/01/08. yesterdat
    04:15 Sebastian Ö: I must restart my system, I cannot see anything from yesterday. Please hold on a minute.
    04:15 silviu: ok
    04:16 Sebastian Ö: So, now I can see all your bets from yesterday. I'm sorry for the wrong information I gave you. I can now see that you have wagered 455.73 euro.
    04:18 silviu: but how you explain that i have played the following: the nightly 250 satellite, 100 free spins - which is necessary 500 in wagering and 1000 free spins of which i don't know how much is needed since is brand new battle.
    04:20 Sebastian Ö: It is because it is a new day now so we're counting from 2016-01-03 instead of 2016-01-02. If we are counting from 2016-01-02 you have wagered 533.59€.
    04:23 silviu: ok. at this moment i have troubles with battle trophies in case youve been informed. yesterday i played some. does the wagering from these battle were recorded in that 455.73 euros?
    04:27 Sebastian Ö: We have some technical issues with the Rewards in Battles, but they will receive on your account hopefully very soon.
    04:28 silviu: yes i know but does the wagering made in real battles is at fault too?
    04:29 Sebastian Ö: We are not counting the bets in a Battle to the wager amount.
    04:29 silviu: oh never knew that. then is alright
    04:30 silviu: i will make the last part of wager shortly. thanks for support
    04:31 Sebastian Ö: That will not be a problem for you, slotsmaster. No problem at all, is there anything else I can do for you?
    04:31 silviu: wrong chat, slotmaster is another battle user
    04:32 silviu: :)
    04:32 Sebastian Ö: I know, I just called you slotsmaster to get you in the right mood. :)
    04:33 silviu: aaa lol, thought is nightshift lack of coffee issue haha
    04:34 silviu: ok then. is not a problem. i like to see im taking seriously with questions and issues. i appreciate. with the hope that issues will extinct.
    04:35 silviu: have a easy nite and a tasty coffee bye
    04:35 Sebastian Ö: Just contact us again if you have more questions. Thank you so much, I'll enjoy my coffee. Have a good night and take care of you. Good bye.

    NOW, trying to play 500 FS tourney:
    You do not fulfill the limit requirements for this Battle, you need to have deposited EUR 20.00 and wagered EUR 200.00 in the last 7 days.

    12/18/15 - 8 days after letting support know, the answer. i repeat, the old wagering issue, making over 500 yet still deprived from being able to play the freeroll battles. the answer at that time.

    I am hereby contacting you regarding your issue with playing certain slots. We are sorry for a late answer.
    Our Technical Department have not found anything wrong and this is something that we will need to keep looking into. Therefore we unfortunately must say that there is nothing we can do about this.Hopefully we will find a fix in the future.

    So yesterday i have made 455 brand new wager, tomorrow planned to make the rest and now i cant even play a one that require 200 in wager. i was up to 122e at one point, i was about to withdraw but i said no, i will make wager so i can access the freerolls and maybe win more.
    @Dan, honestly i tell you, i start to become suspicious, i feel like im boycotted.
  12. Jan 9, 2016
  13. citizenx

    citizenx Non-Gambler MM


    Your frustrations are understandable but i get the impression something has gone a little wrong with your account in their system which is under investigation. I suspect fixing the cause of your earlier issues will go some way to rectify the issues you're having with wagering requirements - although i may be wrong.

    All i would say is let them know, don't get worked up, it isn't a conspiracy, its computers and we all know they can be a pain!

    Sure VS will look after you.
  14. Jan 9, 2016
  15. syntynyt

    syntynyt kuollut

    between 12/18/15, the final answer to that and today, i have wagered the necessary amount multiple times and played fine. during this issue at that time, i have made over 500 in wager but i was able to play the afternoon 200 sat. and 500 FS battle despite i should have had full access. now i can't even play just that. is like a tumor that wasn't extirpated and evoluted in worse. i wont mind to just have account fully deleted, i make a new one and have everything issued back. this account is clearly with too many wrongs. i'm the king of unknown issues, events and happenings but guess what never in my favor.
  16. Jan 15, 2016
  17. syntynyt

    syntynyt kuollut

    any update?
  18. Jan 15, 2016
  19. Dan.Videoslots

    Dan.Videoslots Dormant account

    Games Manager
    Hi Syntynt,

    Our tech team is still working on locating the error and we are sorry that it takes longer then expected. I can assure you that we will locate and fix this issue and that we will re-calculate your trophies and cashback.

    I wish you a great weekend and I will keep you updated when the error is fixed.

    1 person likes this.
  20. Jan 20, 2016
  21. petro

    petro Dormant account, per user request PABnoaccred2 PABaccred

    I liked the title syntynyt. :thumbsup:
  22. Jan 20, 2016
  23. syntynyt

    syntynyt kuollut

    copied yours to avoid coming with something worse in that very moment. this friday will be 2 weeks. not sure if was given the lowest priority or the issue is hidden and encrypted giving daily headaches in VS offices. i didn't know that i didn't earned cashback too, i even used couple of reward like 3x cashback for next 50 spins during battles, so i give credit for fairness of telling that. whenever is solved, hopefully this month, i expect to have the wagering issue solved too and granted back the lost wagering. i know that checking every battle session and grant every trophy and i expect the rewards too, is a painstakingly work so until proved otherwise, i stay with your title.
  24. Jan 22, 2016
  25. Dan.Videoslots

    Dan.Videoslots Dormant account

    Games Manager
    Hi syntynyt,

    It took a bit longer then expected to located and fix the issue but we have now re-calculated your trophies and cashback and everything works as it should now.

    I hope you will have a great weekend.

  26. Jan 22, 2016
  27. syntynyt

    syntynyt kuollut

    Dazzle me - empty
    Fisticuffs - empty
    Hooks Heroes - empty
    JATB - the same like it was from playing for real
    Koi Princess - empty
    Neon Staxx - empty
    Pyramid - empty
    Robin Hood - empty
    The Invisible Man - empty
    Twin Spin - empty
    Victorious - the same like it was from playing for real
    Creature from black lagoon - the same like it was from playing for real
    cashback is the same.
    the only trophy i got is win 250 times in gonzo in one day.
    i played ALL of the above in multiple buy-in battles for 2+ months.
    may you wanna look again?
  28. Jan 26, 2016
  29. Dan.Videoslots

    Dan.Videoslots Dormant account

    Games Manager
    Hi syntynyt,

    We check your account again and everything should now be solved. I hope you will have a great day and sorry again for the time it took to solve it.


    1 person likes this.
  30. Jan 26, 2016
  31. syntynyt

    syntynyt kuollut



    29 rewards, i used one to test if i earn trophies and i do. happy with the outcome even if took longer. i was sooooooooo frustrated!
    however, because you mentioned it otherwise i didnt know about, any word on casshback? i see no change was made in that direction. also thw wagering issue was solved too so i can start wager and benefit from free battles as per 7day schedule? thanks for listening :thumbsup:
  32. Mar 18, 2016
  33. syntynyt

    syntynyt kuollut

    game over

    ...and here i go the third and last time, now unacceptable.

    01:03 Your Question:
    01:03 Please wait, an operator will be with you shortly.
    01:03 You are now chatting with William A (Customer Service) - English
    01:04 William A: Hello Silviu, how are you? =)
    01:04 silviu: hi. can you tell me please how much i have wagered in the pat 72 hours
    01:05 William A: Yes, of course one moment please.
    01:08 William A: You have wagered 602.67€.
    01:08 silviu: thanks. any idea why the message with 500 euro requirement appears now?
    01:09 William A: Try to delete cookies and cache. =)
    01:10 silviu: i did that yesterday to clear my history and cleared all with ccleaner
    01:10 silviu: including cookies cache etc
    01:11 William A: Okay, please try to delete cookies and cache and also restarting your computer.
    01:11 William A: Again, and if you still have a problem please contact us again.
    01:12 silviu: i will do right now but i've heard this before and always was the same problem, the wagering was not registered for the battles, have been experiencing the issue 2 times in the past. now lets see how it goes, i will come back and ask for you wait 2 minutes
    01:17 Your Question: william
    01:17 Please wait, an operator will be with you shortly.
    01:17 You are now chatting with Johan H (Customer Service) - English
    01:17 Johan H: Hello Silviu. How are you?
    01:18 silviu: hi. please transfer me to william your fellow i was in the middle of some tet
    01:18 silviu: test
    01:19 Johan H: I can not transfer you to him right now. He is on a brake.
    01:19 Johan H: Could I help you instead?
    01:20 silviu: yes. i've cleared cache and cookies as per his advice to access the battles. ive wagered 600eur in past 72 hours, made the qualifying dep yesterday and i'm not permitted due to wagering message
    01:21 silviu: is the third time this happens, when i succeed to make the wager yet somehow due to an UNKNOWN issue still, the wagering is not registered in battles memory or what system you guys have
    01:21 Johan H: William just told me, we are gonna have to forward this to our technical department.
    01:21 Johan H: Unfortunately there is nothing we can do right now.
    01:22 Johan H: But ill forward this on and then our technical department will contact you per e-mail.
    01:22 silviu: has been forwarded 2 times before at different time frames, and they were unable to find what is wrong. why the third time will be different?
    01:23 Johan H: Attempting to transfer the chat to "William A"
    01:23 William A: Hello Silviu,
    01:24 silviu: hi again
    01:25 silviu: im frustrated. was one of the rare occassion when i won from 2 euro built a balance and instead of withdrawing i prefered to make the req so i can play the freerolls. why im being trolled by this system again
    01:26 William A: Can you please enter the battle and when the message pop up please take a print screen and then please send it to us at This email is not visible to you..
    01:27 silviu: sir i have done that before lets save all the hassle. this is the message You do not fulfill the limit requirements for this Battle, you need to have deposited EUR 20.00 and wagered EUR 500.00 in the last 7 days.
    01:28 William A: We do need a screen shot of the message so we can send it to our technical department.
    01:28 silviu: i captured the screen with ccleaner process also, what they asked for. they werent unable to find anything. are you sure there is nothing at hand for you from support to change
    01:29 William A: Unfortunately, there is nothing we can do from the support.
    01:30 silviu: is obvious that giving that some times i can play them and some time i don't, certain slots, certain hours or who knows what deprives wagering from being counted in battles system and ive only heard the problem before at ME no one else
    01:31 William A: I understand your frustration but for us to be able to send this to our technical department we need a screen shot of the message.
    01:31 silviu: ok. thanks for support but last time i got 30 spins on fruit shop because they were unable to solve me. now is third time, will not do it again
    01:33 William A: Okay, I understand, I am sorry for the inconvenience.
    01:33 silviu: have a easy nite will, ive made aware of the problem different persons from inside videoslots and the issue is still here, is known already screens and stuff will help nothing. have a easy night bye

    from the entire casino player population i have to be the only one with this issue. is not like is easy to make that wagering amount from a lowroller perspective without a hot run or multiple deposits. stupid me choose to sacrifice a 140 potential withdrawal to keep wagering and to go through this again. the past 2 times i havent got the days back, instead 30 spins on fruit shop like a 'gesture' equivalent of the wagering?! and the second time nothing. i will save the department in question the hassle to look at the same thing like before(a requirement message, wow) which is obviously not interested in an individual issue and ill wait for pending cashback/race spins then move one. is very dissappointing but nothing changes the quality of the casino though, as long you are out of the troubled reward system.
  34. Mar 18, 2016
  35. Dan.Videoslots

    Dan.Videoslots Dormant account

    Games Manager
    Hi syntynyt,

    I have contacted you via PM with a few questions.


  36. Mar 18, 2016
  37. slotmaster

    slotmaster NOT Slotting it up!

    Being great and stressed
    I will concur with the issue of rewards not being awarded part, I don't hardly get any now for months and I am playing different games as I do play the same games mostly but I have all the trophies for a slot except the trophy of you won all trophies,lol.

    I did get the you deposited so many times you are now part owner trophy though.:D

    Is it a reward if you get a trophy? or how do rewards work before I go any further?
  38. Mar 18, 2016
  39. taximania123

    taximania123 Experienced Member MM

    i have 100's of them but have never got anything for them s far as i know ...not really sure what the point is ...they arent worth anything are they ?

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