usMistee234
GamblerGambler
Location: Texas
Joined: 26 Aug 2016
Posts: 87
Thanks given: 44
Thanks received: 56
26 March 2020 - 12:22am

Bovada bonus round stuck- bovada will not help

20 replies • Last post

Hi not sure what else to do so I am posting here. I was playing the slot rise of posiden last week on Bovada. It gave me a bonus round and didn't go into it. I clicked spin again thinking it would pop into it and it didn't. I continued to play and it showed I won free spins again and did not go into the free spins.

I contacted chat support and was told this was a known issue and my free spins would be credited once the issue was fixed with no eta.

I tried the next morning and the game automatically went into the free spins. It went thru free spins and on the 7th spin remaining it froze. I contacted support and was told to reset my cache and phone. I have done this and it is still stuck. Chat told me there was nothing they can do and told me to email support.

I have emailed support and been told the exact same thing and that there is nothing they can do for me

This is the primary game I play on Bovada and I am a daily player and very upset that I can't play and on top of that lost a potential win.

I do not understand why they can not reset the game and credit my account or reset it so the spins will play out. It has been almost a week with no resolution.

Has anyone else had this happen or know of a way I can get the bonus game unstuck?

auCL-Ed
StaffStaff
CL-Ed's picture
Location: Sydney
Joined: 7 Sep 2007
Posts: 9226
Thanks given: 5098
Thanks received: 4600
26 March 2020 - 2:48am
#1

What happens if you go back into the game now? If the free spins were never completed, it may put you straight back in there again.

Short of that there isn't anything you can do because it is some kind of bug on their system. Given that they acknowledged the problem they should be compensating you.

Always play it safe! Consult our list of rogue casinos and warnings before depositing at a new casino.
Post in our forums to earn CLchips which can be used to buy real prizes in our CLchips shop.

usMistee234
GamblerGambler
Location: Texas
Joined: 26 Aug 2016
Posts: 87
Thanks given: 44
Thanks received: 56
26 March 2020 - 2:55am
#2

When I go back into the game it automatically takes me back into the free spins and says I have 7 free spins remaining and then goes to spin and just does an endless spin and eventually says there is an error..

I can post a screen shot.

I asked them to credit my account and they will not.

It's upsetting because I feel like the bonus could have paid a decent amount but this is the only game I play and now I can't play so if they aren't willing to pay me my winnings then I would expect them to at least contact the developer and reset the game for me so I can play as usual.

auCL-Ed
StaffStaff
CL-Ed's picture
Location: Sydney
Joined: 7 Sep 2007
Posts: 9226
Thanks given: 5098
Thanks received: 4600
26 March 2020 - 6:17am
#3

Ah ok. At least the game knows you have an uncompleted free spins round and it hasn't been lost.

Have you tried using a different web browser or trying on PC instead of phone (or vice versa)?

If none of that works I think you're just going to have to wait until they fix whatever the problem is.

Always play it safe! Consult our list of rogue casinos and warnings before depositing at a new casino.
Post in our forums to earn CLchips which can be used to buy real prizes in our CLchips shop.

lvblck
High RollerHigh Roller
Location: The North
Joined: 6 Apr 2016
Posts: 2862
Thanks given: 161
Thanks received: 840
28 March 2020 - 1:28pm
#4

Well I can't really speak about RTG games, as for other game providers (Netent, Play'n Go etc) they have the ability to look into the game round and see why it's stuck and fix it. But I'm not sure if RTG works the same way unfortunately.

usMistee234
GamblerGambler
Location: Texas
Joined: 26 Aug 2016
Posts: 87
Thanks given: 44
Thanks received: 56
28 March 2020 - 2:07pm
#5

They said they need an exact time to be able to do that. I have a screen shot of when I went into the chat to let them know and they said they can't find it at that time. I asked them to pull the times around that and they won't. I would think they can pull the chat time and see what time the game went into bonus before I went into the chat to report the problem.

I think it's ridiculous they expect me to know the exact time I hit the spin button and went into the bonus round.

I'm just really upset about this. I spend thousands at that casino a month and they clearly don't care to fix the problem or help me so it is what it is. Since I'm forced not to play that game I guess I'll save money at least lol

This whole thing makes me nervous about playing in general at online casinos now. I have had bonuses freeze up before and you just jump back into the game. I was betting a very minimal amount but sometimes I bet 20 plus dollars. If that happened on a higher bet I could have been out thousands in potential bonus winnings.

Anyway sorry for all the complaining. Just want other people to have a heads up in case this happens to them bc in this case the casino will not help and it's very disheartening.

I'll continue to check the game and if it unfreezes ever or they credit my account and reset the game I'll update this post.

lvblck
High RollerHigh Roller
Location: The North
Joined: 6 Apr 2016
Posts: 2862
Thanks given: 161
Thanks received: 840
29 March 2020 - 5:13pm
#6

Isn't there an option in your casino account to go to account/game history and see the bets placed? Should be possible to identify the game round from that.

usMistee234
GamblerGambler
Location: Texas
Joined: 26 Aug 2016
Posts: 87
Thanks given: 44
Thanks received: 56
3 April 2020 - 4:22pm
#7

I pulled my bet history and sent them the time that it went into the bonus round and still nothing. It's still stuck with 7 spins remaining.

usMistee234
GamblerGambler
Location: Texas
Joined: 26 Aug 2016
Posts: 87
Thanks given: 44
Thanks received: 56
4 April 2020 - 6:40pm
#8

Cl Ed can you please help. I am not sure what else to do. This is bovadas response

A review of your account shows that there is currently no game in progress. This means that all games were played out.

"On March 19, 2020 at 11:26 we saw that you won a total of $22.24 in the account, there was no disconnection or error found.

Clearing the cache and cookies on your device can resolve this issue. This will delete old and outdated files on your device that can cause conflicts with the operation of our games."

I have done every single thing they have suggested and it is still showing 7 free spins remaining and will not allow me to play the game.

I did win a total of $22 but that was in my free spins I still had 7 free spins remaining. At this point I don't care about any remaining spins I just want the game reset so I can deposit and play rise of posiden again.

Can I ask them to cancel my account and open a new account so it will reset?

usMistee234
GamblerGambler
Location: Texas
Joined: 26 Aug 2016
Posts: 87
Thanks given: 44
Thanks received: 56
5 April 2020 - 1:54pm
#9

I am posting the latest response from Bovada. He said I had 8 spins. The bonus round minimum spins is 9 so right there that should clearly show them there is a problem but still they will not accept that the game is stuck and will not help me.

"Thanks for contacting Bovada Customer Service.

Upon review of the account I can see that original spin was 205352942556951 which have you 8 free spins. From these spins your account was credited $2.80,$0.05,$0.24,$0.25,$0.36,$0.10,$18.40 and $0.04 which makes the total balance of $24.48 March 19th 2020 at 11:27a ET.
We're available to help 24/7 if you need anything else."

auCL-Ed
StaffStaff
CL-Ed's picture
Location: Sydney
Joined: 7 Sep 2007
Posts: 9226
Thanks given: 5098
Thanks received: 4600
6 April 2020 - 1:03am
#10

Open the game and take a screenshot or short video to show them exactly what is happening. I think it is the only way they will understand.

Always play it safe! Consult our list of rogue casinos and warnings before depositing at a new casino.
Post in our forums to earn CLchips which can be used to buy real prizes in our CLchips shop.

usMistee234
GamblerGambler
Location: Texas
Joined: 26 Aug 2016
Posts: 87
Thanks given: 44
Thanks received: 56
6 April 2020 - 1:15am
#11

I sent them several screen shots. I'll take a video too.

usMistee234
GamblerGambler
Location: Texas
Joined: 26 Aug 2016
Posts: 87
Thanks given: 44
Thanks received: 56
6 April 2020 - 1:26am
#12

I sent them the video. I can post it here but don't see the option.

usMistee234
GamblerGambler
Location: Texas
Joined: 26 Aug 2016
Posts: 87
Thanks given: 44
Thanks received: 56
6 April 2020 - 2:52pm
#13

This is their response. Not sure what else to do.

"Thanks for contacting Bovada Customer Service.

It appears you've already contacted us with the same inquiry and we were able to provide assistance on a different thread.

We're available to help 24/7 if you need anything else."

usMistee234
GamblerGambler
Location: Texas
Joined: 26 Aug 2016
Posts: 87
Thanks given: 44
Thanks received: 56
6 April 2020 - 8:32pm
#14

I have done every single thing they have asked and they keep telling me to do the same thing over and over again.

I have played there for 4 years and deposited thousands and I can't get help. I find it absolutely ridiculous that the game froze and it's on me to fix it. What if I was betting max bet? How many other players has this happened to and they just wouldn't help. At this point I guess that's it and I can never play rise of posiden again. I hope if anyone that plays at bovada reads this and takes it as a warning.

Cl Ed if you have any other suggestions I would appreciate it but at this point I don't know what else to do. I doubt they will let me deactivate my account and open another one. Either way here's their response

"Thanks for contacting Bovada Customer Service.

We apologize for the display issues you're experiencing.

To help correct the problem, we recommend clearing the cache and cookies in your browsing history this normally fix the issue. Also ensure you using a google chrome browser.

If all the above doesn't work, you can try to active the bonus round on another device.

Click here for the easy to follow instructions found in our comprehensive Help Center.

We're available to help 24/7 if you need anything else."

auCL-Ed
StaffStaff
CL-Ed's picture
Location: Sydney
Joined: 7 Sep 2007
Posts: 9226
Thanks given: 5098
Thanks received: 4600
7 April 2020 - 12:13am
#15

I don't really know that there is anything we can do. We can help people with delayed payments and stuff like that but technical issues with games are beyond us.

Mistee234 wrote:

I am posting the latest response from Bovada. He said I had 8 spins. The bonus round minimum spins is 9 so right there that should clearly show them there is a problem but still they will not accept that the game is stuck and will not help me.

"Thanks for contacting Bovada Customer Service.

Upon review of the account I can see that original spin was 205352942556951 which have you 8 free spins. From these spins your account was credited $2.80,$0.05,$0.24,$0.25,$0.36,$0.10,$18.40 and $0.04 which makes the total balance of $24.48 March 19th 2020 at 11:27a ET.
We're available to help 24/7 if you need anything else."

That sounds as if you were paid for the bonus round so if the only remaining problem is that you can't play the game any more, all you can do is try what they suggest. i.e. emptying cookies or try a different browser (which I suggested earlier).

Always play it safe! Consult our list of rogue casinos and warnings before depositing at a new casino.
Post in our forums to earn CLchips which can be used to buy real prizes in our CLchips shop.

usMistee234
GamblerGambler
Location: Texas
Joined: 26 Aug 2016
Posts: 87
Thanks given: 44
Thanks received: 56
7 April 2020 - 12:16am
#16

Yeah I tried deleting cache, I've logged in from multiple cell phones and tablets and tried different browsers. I'm going to email and ask them to cancel my account and try to re open it and see if that will work.

usMistee234
GamblerGambler
Location: Texas
Joined: 26 Aug 2016
Posts: 87
Thanks given: 44
Thanks received: 56
7 April 2020 - 12:17am
#17

And I don't think I was paid out fully bc the minimum free spins is 9 and I only received 8 spins before it froze.

usButtBongoFiesta
GamblerGambler
Joined: 26 Jan 2019
Posts: 99
Thanks received: 72
15 April 2020 - 3:20pm
#18

Any update to this?

usMistee234
GamblerGambler
Location: Texas
Joined: 26 Aug 2016
Posts: 87
Thanks given: 44
Thanks received: 56
15 April 2020 - 3:29pm
#19

Still stuck.

usMistee234
GamblerGambler
Location: Texas
Joined: 26 Aug 2016
Posts: 87
Thanks given: 44
Thanks received: 56
16 May 2020 - 12:04pm
#20

Still stuck in case anywhere cares to know. Lol. I'm still pissed too.

Post new comment

Have something to say? Agree or disagree? Tell us what you think!

Login using your social network account
Or log in with a Casino Listings account

Login or register to post comments

Registering for an account takes less than a minute and you will be brought right back here to comment afterwards.