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Software Complaint Winnings Not Credited (Montezuma)

Discussion in 'Casino Complaints - Non-Bonus Issues' started by Nicola, Feb 14, 2015.

    Feb 14, 2015
  1. Nicola

    Nicola Casino Affiliate MM mm1 webmeister

    Occupation:
    Web Developer
    Location:
    Green Park, London
    On the iPad with my father this evening and hit the free spins bonus on Montezuma, lots of retriggers. 149 spins at x10 in total!

    The free spins took over half hour to complete and in total won £562.20. When the free spins were over a message came up 'You have been logged out due to inactivity'

    After logging out and logging in again the winnings have not been credit and re-opening Montezuma shows no mention of the win or bonus (iPad and desktop version)

    Spoken with a baffled operator at Gala Casino who says they will look into it but the game records show the real money bet was placed but there was no win :eek::mad:

    Any advice guys :confused:

    [​IMG]

    [​IMG]
     
  2. Feb 14, 2015
  3. randomiam

    randomiam Meister Member

    Occupation:
    n/a
    Location:
    australia
    call the casino while on the phone send in the screenshots and make sure they get them why your talking to them
    contact rep if there's one here
    make sure they contact wms
    if a cash bet was recorded then you should get paid as you have the picture
    i have had this happen once with wms and my win was not credited and cash stuck in game it sorted itself out a day or two later..
    and nice win :)
     
    3 people like this.
  4. Feb 14, 2015
  5. Nicola

    Nicola Casino Affiliate MM mm1 webmeister

    Occupation:
    Web Developer
    Location:
    Green Park, London
    Thanks, have done just that and have been told on the phone the e-mail and screenshots have been received. May take 72 hours (as it's the weekend) but it will be looked into.

    Bloody good job screenshots were taken throughout play otherwise it would be hard to prove anything.
     
    2 people like this.
  6. Feb 14, 2015
  7. psychogene

    psychogene Senior Member

    Occupation:
    This and That
    Location:
    Australia
    I think they can still prove it as long as there is some form of logging happening on their end or the providers.

    When I tried playtech 'great blue' at slotsmillion the game kept on being unresponsive during free spin mode that I had to open and close 5-6 times to finish the free spins. When that was done I did not get credited the win (a super awesome amount of $12 hehehe). Went to CS told them the issue, I had no proof or anything did not take a screenshot. I didn't even remember the exact amount I won but they said they will investigate it. A week or so later they responded back (via a phone call at around midnight Australian time ...) and said they contacted playtech and topped up my account with the missing $12 with which I quickly lost playing some rival games.

    I think you'll be fine, they should have a log since each spin is like a mini transaction on their end/provider's end and you have even more proof with screenshots. If they don't well they aren't being very responsible because this can happen to anyone and its not your fault but someone elses. Congratulations on the win!
     
    2 people like this.
  8. Feb 14, 2015
  9. Nicola

    Nicola Casino Affiliate MM mm1 webmeister

    Occupation:
    Web Developer
    Location:
    Green Park, London
    Had an e-mail back saying the time stamp on the screenshot matches no transaction. :what: Well of course it doesn't... 149 spins in a bonus is going to take time to play out.

    Have obtained the game/transaction ID which triggered the bonus and insisted that this is passed on to Williams Interactive to investigate.

    So far unimpressed with Gala Casino.
     
    1 person likes this.
  10. Feb 16, 2015
  11. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    Gala is normally top notch, They may only be able to see you placed a bet, Wms should have all the info there end, It is annoying especially when auto log out and you do have games playing
     
  12. Feb 16, 2015
  13. xxshepxx

    xxshepxx Senior Member PABnononaccred MM

    Occupation:
    mechanic
    Location:
    United Kingdom
    Good luck will keep an eye on this.

    I complained of the same thing happening to me at william hill over a week ago.

    Support still havent got back to me.
     
  14. Feb 20, 2015
  15. alexking12k

    alexking12k Experienced Member

    Occupation:
    Commodities trader
    Location:
    Los Angeles, CA
    Why don't you people just do yourselves a favor and stop gambling? At the end of the day, it's just not worth the amount of time spent and health wasted.
     
  16. Feb 20, 2015
  17. Captain Chaos

    Captain Chaos Senior Member webby

    Occupation:
    Train Guard
    Location:
    United Kingdom
    While we're at it, let's tell people to stop drinking. The amount of time spent and health wasted on that is huge. Smoking too and fast food....

    We all do things that are probably either not healthy or are a waste of time and energy. But even so, if it's not illegal and it's not hurting anyone, where's the problem?
     
    6 people like this.
  18. Feb 20, 2015
  19. Nicola

    Nicola Casino Affiliate MM mm1 webmeister

    Occupation:
    Web Developer
    Location:
    Green Park, London
    No apology or explanation :rolleyes:

    --

    Please be advised that we have checked your gameplay and located your win on the account.

    The total winnings of £562.74 have been credited to your account.

    --

    Cashed in and closed account :thumbsup:
     
    18 people like this.
  20. Feb 20, 2015
  21. xxshepxx

    xxshepxx Senior Member PABnononaccred MM

    Occupation:
    mechanic
    Location:
    United Kingdom
    Better and quicker reply than I got.

    They took 10 days to return my complaint @ william hill, I got told that they couldn't locate the gameplay, and to try clearing my cookies, or they would have to reverse gameplay which would lose my win.
     
  22. Feb 20, 2015
  23. Jasminebed

    Jasminebed Closer to 100 than Birth

    Occupation:
    Not in workforce
    Location:
    Ontario
    Glad it was sorted finally for you.

    While I am sure it felt like forever, a week is not too bad when they needed info from the game provider.

    I am a little curious as to why you closed your account? Was it front line support being thick, or lack of keeping you in the loop? Or just a loss of faith in the game play at the casino?
     
    1 person likes this.
  24. Feb 20, 2015
  25. Simmo!

    Simmo! Moderator Staff Member

    Occupation:
    Web Dev.
    Location:
    England
    OK I had almost exactly the same thing at Sky Casino. Was in a bonus round, had a big hit and it didn't credit it or show any record of it. They delved into it and it took a few days but it turned out the game had been interrupted at that precise moment by a Responsible Gaming popup. Except the popup never appeared so there was no visible clue.

    The good news was that it was logged in the software backend (but not in the player log system) and it was obvious there was an error as the bonus round of 8 free spins only showed 7. So they found it and paid with an apology and a no-strings bonus. Hopefully that brings you some hope :) GL.
     
  26. Feb 21, 2015
  27. Deeplay

    Deeplay New World Order CAG mm1 webmeister

    Occupation:
    Works For Self
    Location:
    The biG Eu
    Sure glitches can happen but imagine missing this one or someone else who did not bother to complain. The very least they should have given an apology and possibly some kind of comp for your hassle! £562 is not small change! Glad you got it sorted and paid out though :thumbsup:
     
  28. Feb 24, 2015
  29. alexking12k

    alexking12k Experienced Member

    Occupation:
    Commodities trader
    Location:
    Los Angeles, CA
    Gambling does hurt! In more ways than one.
     
  30. Feb 24, 2015
  31. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    It seems like you have burndt yourself gambling. That's sad but have nothing to do with Nicola and her problem, which now are solved.

    I don't think it can help you feel better by asking us why we are so stupid that we still gamble.

    Instead if you want to talk about it then start a thread of your own and we can all discuss it there.
     
  32. Feb 24, 2015
  33. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    I think you tou got the wrong end of the stick, ?,



    It does burn in more way than 1, Yes ok if you have the money but alot of people nave not,

    im not here to moan or preach
     
  34. Feb 24, 2015
  35. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    Who are you talking to? You copied both our posts :)

    He did write another post in the thread so that's why I replied now.
     
  36. Feb 24, 2015
  37. Captain Chaos

    Captain Chaos Senior Member webby

    Occupation:
    Train Guard
    Location:
    United Kingdom
    So does drinking and smoking and eating fast food and driving cars and a lot of other things in life. They all cost time, effort and money to do and they will hurt you if you do them too much (smoking excepted of course, we all know about that one).

    It sounds like you've been burnt by it and probably gambled a bit too much. It's ok, you won't be the first, you want be the last. We all know the person who eats too much and drinks too much and drives around too much etc, etc. But we aren't calling them all evil and demanding that they get banned, are we?

    If you want to discuss this, please do! But perhaps in another thread? As has already been mentioned, the original issue has now been resolved.
     
  38. Feb 24, 2015
  39. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    I not see please find as not there
     

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