devomvom12
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13 September 2018 - 5:31pm

fraud alert or simply the most outrageous casino operator behavior I've experienced so far

13 replies • Last post

hi
i was playing at 666casino.com ....i hade made my first deposit a few minutes ago.
the first game i was playing was trip trap troll by adoptit publishing/ leander games after i have burned the first 20 € i hit the bonus round 10 free spins.
i have played this game a few times befor and unlike the official RTP percentage of 97,27 % it is a very tight game. at normal play and in the bonus rounds.
but not this time i hade won 14,10€ + 9 spins left and retrigered free spins for the 3. time by hiting 3 trolls (together 19 free spins to go ) as the game freezed.
i restarted the game and i must watch a replay of the bonus round you played so far ( you can not skip this replay) and ithe game freezed at the same time.
i restarted the game 6-8 times on crome,mozilla and my bobil device. i fixed all the standard (cleen browser cache/delate all cookies/update flash)
still the same problem
then i contacted the live support and explained my problem .he said:the only thing i can do is forward this to the game
provider to look into this for you and to recive a answer take about 5-7 working days...first i thought he was kidding me...

surprisingly i got a answer today from the casino : your issue has been resolved and the winnings were added to your accound.
ok they at 14,10€ i won so far but what abou the expected winnings of the 19 free bonus spins left I don't know i guess it would be 15-20 € or even more.
but nothing no compensation...free spins or some money...i was so fucked up after reciving the answer that i get right backto the support

sorry for the long text but i was not able to make it shorter and please tell me what you thing about that...
i mean that could be easily a procedure for maybe 20% of the time when a player starts to winn that they have "technical problems"

izhgh.jpg

sharpe

caWaroftheGods
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14 September 2018 - 11:24am
#1

I have had games freeze on me during the bonus rounds and other times vomvom12, but they always started back up for.
I've never experienced anything like that before.
Is it possible still to go back to that game and play through until it freezes again, if you can record it happening, at least you have your proof and ammo if you wanted to pursue this issue further.

Tough one to swallow, good luck with that going forward.

2 sharpe, vomvom12

bgsharpe
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14 September 2018 - 11:39am
#2

I don't think it should be a problem for them to compensate you with those 20 or so free spins vom, hopefully they'll do that, after considering that 5 to7 working days of course Wink Ridiculous really.

vomvom12

usbarbadosslim93
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14 September 2018 - 1:13pm
#3

I agree that it "shouldn't" be an issue for the casino to give you some free spins or at least something to right the issue. The problem is that these companies are extremely tight on their pocketbooks and will likely not do anything unless their feet are held to the fire. Of course, they probably will stand on the clause that "malfunction voids all pays" or something similar.

Here's hoping something gets done for you!

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devomvom12
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14 September 2018 - 4:12pm
#4

thanks guys for your opinions...i have not heard anything from them so far
i know this is not about a lot of money at all but such a behavior makes me so angry...

sharpe

krcoolsongss
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15 September 2018 - 3:50pm
#5

Not a good casino from its name to your issue.

The game must restart from the point of error. Maybe it is the problem of this Leander Software.

Why didn't you take a screenshot of error and require them to compensate for it with free spins ?
Anyway, don't play there again.

2 sharpe, vomvom12

devomvom12
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15 September 2018 - 8:23pm
#6
coolsongss wrote:

Not a good casino from its name to your issue.

The game must restart from the point of error. Maybe it is the problem of this Leander Software.

Why didn't you take a screenshot of error and require them to compensate for it with free spins ?
Anyway, don't play there again.

hi coolsongs that's exactly what I did
i took a screenshot (see below) send it the support and told them the story.you can read it in my origanal post

izhgh.jpg

2 sharpe, coolsongss

auCL-Ed
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17 September 2018 - 12:19am
#7

That does not sound right. Next time if you have a repeatable problem like that I think that it would be even better to make a screen recording video of the error so there can be no doubt whatsoever about what has happened.

vomvom12

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devomvom12
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17 September 2018 - 12:45pm
#8
CL-Ed wrote:

That does not sound right. Next time if you have a repeatable problem like that I think that it would be even better to make a screen recording video of the error so there can be no doubt whatsoever about what has happened.

yes i totaly agre with you CL-Ed ! next time i know better but for me that was a absolut clear case
i had no doubt about that adoptit publishing/ leander games had to pay me a compensation in any kind of way (free spins/money/bonus money) because the bonus rounds are the moments every player is waiting for as we all know and it was clearly their fault.

the only "good" thing is that i spok to the "head of the support" when i chat with them the second
time and he promised me that he will talk to adoptit publishing/ leander games and get back to me
after he got a answer...

auCL-Ed
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18 September 2018 - 2:05am
#9

The trouble will be that it sounds like something probably went wrong on their server and they may not have a way of putting your game back into the same state again. So they would have to take a guess and offer some compensation. Fingers crossed for you.

2 sharpe, vomvom12

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caWaroftheGods
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20 September 2018 - 9:44am
#10

A good customer service casino that values their players would just make it right, no matter how they had to do it, they would do it. A casino that turns a blind eye towards the ones that keep them in business wont be around for a long time.

2 sharpe, vomvom12

devomvom12
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23 September 2018 - 10:20am
#11

the final answer:

Thank you for contacting Casino Support.

We have received feedback with regards to the game query raised for yourself. The gaming provider has advised that the stuck round has now been closed and that there were no pending winnings as well.
Before entering the game it is best to clear your browser's cookies and cache and then reload the game.

We appreciate your co-operation in this regard.

Should you require any further assistance, please do not hesitate to contact us via Live chat or email.

Kind Regards,
Casino Support

auCL-Ed
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24 September 2018 - 1:55am
#12

Well that sucks. I like how they suggest that somehow you contributed to the problem.

Their suggestion is nonsense by the way. Cookies are what keep you logged in to a casino or any other site for that matter. If you clear your browser's cache and cookies before starting a game you will be logged out of the casino and won't be able to play the game.

vomvom12

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devomvom12
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24 September 2018 - 9:48am
#13
CL-Ed wrote:

Well that sucks. I like how they suggest that somehow you contributed to the problem.

Their suggestion is nonsense by the way. Cookies are what keep you logged in to a casino or any other site for that matter. If you clear your browser's cache and cookies before starting a game you will be logged out of the casino and won't be able to play the game.

at the end i couldn't do anything ... just forget about these fxxxing retards and move on...
about there suggestion : clearing browser's cache and cookies...they mean befor you start
a casino session

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