My name is Jenny and I'm writing from the support team here at ComeOn.
Let's try to clear up this situation together!
I will start with the facts just to avoid any misunderstandings:
On Sunday 5th of January, you played at ComeOn from 2014-01-05 16:45:39 CET
until 2014-01-06 06:16:39 CET the following morning. During this time you
played on several different games from several different providers. Your
Microgaming game rounds took place during the following times (all in CET):
2014-01-05-16:55:59 until 2014-01-05-17:13:03
2014-01-05-17:27:24 until 2014-01-05-17:59:17
2014-01-05-18:25:50 until 2014-01-05-18:42:59
2014-01-05-18:51:59 until 2014-01-05-19:00:10
2014-01-05-19:07:45 until 2014-01-05-19:09:12
2014-01-05-19:32:13 until 2014-01-05-19:34:54
You contacted us on 6th January at 00:47 AM asking why the slots Secret
Santa and Thunderstruck 2 did not load, and a little later mentioning that
you could not load any Microgaming games. This is serious indeed. And we
would really appreciate your continued help to investigate this.
You were asking for a refund since your favourite games were not available
at the time. There seems to be some sort of misunderstanding here between
us since you played a big variety of games both before and after you
contacted us. Hence it has not been possible for us to be sure which are in
fact your favourite games, and if you only like these games why you
continued to play on several other games at the time. So we have not been
entirely sure about what the reason for the refund would be in this case.
The fact that some games were not available is very serious indeed and I
would like to please ask for your continued cooperation in order to solve
this. If you are still experiencing this issue, please send us screenshots
together with information about which browser and operating system you are
using. I can see that the support agents have asked for more information on
a few occasions but have not received it yet. I promise that as soon as I
receive the information from you, I will forward it to the relevant
department immediately for investigation.
I am looking forward to hearing from you soon in order to get to bottom of
the technical situation.