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Videoslots tournament malfunction twice on me want refund

Discussion in 'Casino Complaints - Non-Bonus Issues' started by krowster83, Feb 24, 2016.

    Feb 24, 2016
  1. krowster83

    krowster83 Full Member

    Occupation:
    Self employed
    Location:
    mtl
    Hello two weeks ago I was playing Jack and beanstalk tournament 2$ rebuy in which you're allowed 1 buy in and 3 rebuys. I was charged the buyins and rebuys but never received 40spins for one rebuy. I have yet to hear from them. I asked a detailed transcript of how many spins I received on the tournament and they send me a transcript but without the spins.

    Now same thing happened today on starburst, and tech department said theyvdo not see any irregularities so I told them to compare the money spent to the spins received and then support told me he will add a note but 5 min ago he was speaking to them.

    I have two transcripts of chat with support I will post them underneath.

    As I stated in my welcome message I'm starting to dislike videoslots with a passion.

    What do I do now?
     
  2. Feb 24, 2016
  3. krowster83

    krowster83 Full Member

    Occupation:
    Self employed
    Location:
    mtl
    This is a part of the chat today
    Department: English
    Full Name: Anton milinovic
    Email: This email is not visible to you.
    Your Question: Pekka please
    Staff: Pekka V
    20:47 Your Question: Pekka please
    20:47 Please wait, an operator will be with you shortly.
    20:47 You are now chatting with Patrik N (Customer Service) - English
    20:48 Patrik N: Hello Anton, one moment and I will transfer you to him.
    20:48 Anton milinovic: Pekka spins aren't there but on the slot in cash I have the funds there
    20:48 Patrik N: Attempting to transfer the chat to "Pekka V"
    20:48 Pekka V: Hi Anton.
    20:49 Anton milinovic: Didn't receive spins
    20:49 Anton milinovic: Lost he money and the tournamebt
    20:49 Anton milinovic: And can't rebuy
    20:50 Anton milinovic: I hope I am getting reimbursed for the tournament
    20:51 Pekka V: I saw you made the second Re-Buy and played the spins you got. Of course you don't get them in spins but money which you can play.
    20:51 Anton milinovic: I did not receive the spibs
    20:51 Anton milinovic: I rebuy 3 times
    20:51 Anton milinovic: Only got 80spins on rebuys
    20:52 Anton milinovic: I should have got 120
    20:52 Anton milinovic: If we will be having problems like last time I will be filing complaints on casinomeister and askgamblers
    20:52 Anton milinovic: That's twice now this happens
    20:52 Anton milinovic: I even let the first one pass
    20:53 Anton milinovic: Due to this malfunction I was not able to play the tournament on a even playing field
    20:54 Pekka V: Just a moment please.
    20:54 Anton milinovic: After we get this one dealt with starburst, I will deal with the Jack and beanstalk one on the foruns
    20:55 Pekka V: I will have to send this further, we here at the first hand support do not have the tools to investigate this in depth.
    20:55 Anton milinovic: Same story like last time
    20:56 Anton milinovic: I will be making a complaint
    20:56 Anton milinovic: You were speaking with tech deportment
    20:57 Pekka V: You are free to do as you wish of course. Yes I was, but they did not see anything out of regularities.
    20:57 Anton milinovic: They didn't see how many spins I received
    20:57 Anton milinovic: Tell them to check how many spins ibreceived in tournament
    20:58 Anton milinovic: Compare it to the money I spent
    20:58 Pekka V: I will include all the information, rest assured.
    20:58 Anton milinovic: For every dollar I'm supposed to get 40spins
    20:59 Anton milinovic: Anyways last time I'm depositing here

    I don't have the chat from 2weeks ago but have the date of tournament
     
  4. Feb 24, 2016
  5. lockinlove

    lockinlove Staring into the sun PABaccred

    Occupation:
    I work :D
    Location:
    Canada
    What did their reps say when you PM'd them
     
  6. Feb 24, 2016
  7. krowster83

    krowster83 Full Member

    Occupation:
    Self employed
    Location:
    mtl
    Who is their rep? I'm new to this online casino stuff.
     
  8. Feb 24, 2016
  9. dionysus

    dionysus can turn wine into water CAG MM

    Occupation:
    n/a
    Location:
    I'm a Canucklehead
  10. Feb 24, 2016
  11. krowster83

    krowster83 Full Member

    Occupation:
    Self employed
    Location:
    mtl
    Which one do you recommend
     
  12. Feb 24, 2016
  13. dionysus

    dionysus can turn wine into water CAG MM

    Occupation:
    n/a
    Location:
    I'm a Canucklehead
    6 of one really; both are responsive, both were in today
     
  14. Feb 24, 2016
  15. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    You have to edit your personal information. Never post that anywhere.

    Things can go wrong but these guys will get to the bottom with this if you just have a little patience.

    Another thing...don't threaten with you going to complain about the casino in forums. That's not ok.
     
    2 people like this.
  16. Feb 24, 2016
  17. krowster83

    krowster83 Full Member

    Occupation:
    Self employed
    Location:
    mtl
    Sure thing, first time it happened I didn't threaten but this just got me livid once again
     
  18. Feb 25, 2016
  19. Philip

    Philip General Manager for Videoslots

    Occupation:
    General Manager
    Location:
    Malta
    Hi krowster83,

    We are investigating this and as soon as I have more information about this I will get back to you.

    Best regards,

    Philip
     
  20. Feb 25, 2016
  21. lockinlove

    lockinlove Staring into the sun PABaccred

    Occupation:
    I work :D
    Location:
    Canada
    You didnt edit out your personal information.

    Your name and email is there for the world to see. I suggest asking a mod to edit your post.

    Also agree with Trilej. Dont threaten casinos with this site or any really. I know it can be frustrating when no one listens to you and its a reaccuring problem.... but you knew about this forum. So why not come here and speak to their reps? Both of whom are very active and will always help if they can. Or make a thread like you did.
     
    1 person likes this.
  22. Feb 25, 2016
  23. krowster83

    krowster83 Full Member

    Occupation:
    Self employed
    Location:
    mtl
    Thank you Philip. It is much appreciated


    I've known about the 2 sites for about two weeks, three at most. It was my bad for naming the forums today. Won't happen again. I didn't even know there were reps for every casino or most accredited casinos here
     
  24. Feb 25, 2016
  25. dionysus

    dionysus can turn wine into water CAG MM

    Occupation:
    n/a
    Location:
    I'm a Canucklehead
    As mentioned by Trilej and lockinlove, you NEED to (well, at the very least, should) pm max or Bryan to edit out your personal details in your opening post. At best, you're opening yourself up to email spam...at worst, identity theft.
     
  26. Feb 25, 2016
  27. krowster83

    krowster83 Full Member

    Occupation:
    Self employed
    Location:
    mtl
    Very true, but trust me no one would want my identity lol.

    I will PM them right now.
     
    1 person likes this.
  28. Feb 25, 2016
  29. Philip

    Philip General Manager for Videoslots

    Occupation:
    General Manager
    Location:
    Malta
    Hi krowster83,

    I am very sorry for this hassle.

    We have refunded the money to your account and you now also have 100 free spins in Fruit warp as compensation.

    Best regards,

    Philip
     
    1 person likes this.
  30. Feb 25, 2016
  31. krowster83

    krowster83 Full Member

    Occupation:
    Self employed
    Location:
    mtl
    As my great Kazakh friend would say. I LIKE

    Crazy how it's night and day dealing through a rep and live chat support. I truly didn't expect to be cleared this quickly.

    Thanks phil
     
    2 people like this.

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