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The stuck game dilema

Discussion in 'Casino Complaints - Non-Bonus Issues' started by Borgie, Jul 18, 2016.

    Jul 18, 2016
  1. Borgie

    Borgie Senior Member

    Office Manager
    United Kingdom
    I won't say which casino yet to give them time to resolve. Both support and the rep who has not been on yet.

    I just want to vent. So there I am in the middle of free spins in Dragon emporer and doing very nicely . The free spins retriggers and the game freezes. Locks in the winning balance thus far and locks the remaining free spins. Cleared cache cleared cookies changed browser totally stuck.

    Support get me to try clearing everything again but nothing. The game is made by aristocrat in Australia. Never heard of it .

    The reason i was playing it was if you win you get a 50 percent bonus on your winnings up to 50 pound. i do this each week on what ever game it is for that week. so I ask support the question if you can't solve it today will you make bonus available even if deadline missed as not my fault. they refuse to say.

    They say they can't access my game play ! They say that my balance is only 31 pounds where as once you are in the game you can see balance is well over a hundred with 10 free spins remaining. They gave no timescale for looking into it and implied that it's not solveble as they can't see it.

    Not happy. let's hope things get better.
  2. Jul 18, 2016
  3. aceking123

    aceking123 Ueber Meister CAG PABnononaccred MM

    hi hope you had taken a screen shot before you rebooted & cleared , had problems with live games now i screen shot everything because ive been burnt a few times of casinos not reimbursing the full amounts or paying it out.
  4. Jul 18, 2016
  5. Borgie

    Borgie Senior Member

    Office Manager
    United Kingdom

    When I log back in and access the game it takes me back to the same "stuck "place. So you can see my true balance and see that I am in the middle of the free spins etc. I do have a pdf shot too though but it doesnt show my account details for some reason.

    I am sure they can access my game play though.

    Also they could agree to award the bonus if they wanted.

    I got cut off in support and have spoken to 4 different agents and even though the previous calls are documented its like none of them can really understand the issue.
  6. Jul 18, 2016
  7. goatwack

    goatwack Calendar Time for Buddy CAG

    Which part do they not comprehend? The game crashed, pure and simple. Surely they have some play history of you triggering the bonus at least? :confused:

    Chat can be useless and likely do not understand the problem, or just outright fobbing you off. An email with the screenshot might go a lot further although technical issues like this can drag on a bit.

    And aren't bonus rounds already 'paid out' anyway? A frozen screen should just be a graphical glitch but the amount should already be determined....

    Any decent casino or rep would look into this and escalate it, but I fear that if not accredited all kind of shenanigans may go on in order to void the winnings or absolve themselves from honouring the win. I hope that's not the case :(

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