Casino Euro - Disconnected in the middle of a game with 4 extended wilds during free spins on Jack And The Beanstalk slot

UNRESOLVED
lili79 Netherlands
posted on October 18, 2015.

At 23 september I got a technical error wile playing jack and the beanstalk during my game with a 2 euro turn i got 4 extented wilds in the combination at my sreecn it would be almost 16000 euro... with still freespins to go.
But suddenly the game was not availeble. 3 times when i logged back in i still got had the wilds on my srceen but the game trows me out again and told me game not availble. after the 13 time i logged back in the 4 extenden was gone and i just had 3 extended wilds with a end result of 1400 or so.. That night i couldnt sleep and did not know what to do because i know most times its a waist of time. But next day i called them and it looked like they were willing to help and told me they would send it to netent this tooks 2 weeks with a and result of saing there wasnt any problem and i just had 3 extented wilds. Although they were very helpfull and friendly. They also gave me a 25 euro bonus for the long time it took.. Not very much consider the deposits i make there
But i cant understand why this happend. After playing for ten years at other casinos as well
I know very well when there is a isseu the game saves when there is a software problem and not that there wilds dissapeare. In the last email the lady sends me a little file with the total of that round. Now my question is is this legal and allowed to happen? And is it possible wile your computer is up to date to have a diffrent screen thant the turnout wile loged out. This is bothering me for a month and dont know where to turn to with this issue. Sorry for my english im dutch. Please help me out with this problem. I aslo have the emails from them 2 weeks wile they claimed that they investigated it.

posted on October 19, 2015.

Hi lili79,

I’m sorry to hear you experienced technical difficulties while playing with us.

Upon contacting our Customer Support, the case was forwarded to NetEnt for a full investigation and to ensure you had received the correct winnings from your game play. NetEnt log playing rounds and can therefore check the exact outcome afterwards. During their investigation of the bonus round, they did not uncover any incident where you had 4 harpies at the same time. The reason for this showing up on your screen is due to the error you experienced, and therefore the animation showing up incorrectly/before the reel had stopped spinning on your end.

All slots operate with a Random Number Generator. This to ensure a fair and random outcome for all customer. This also means that as soon as you hit spin, the outcome of the specific spin is already decided. This also avoids a temporary malfunction on our, or our customers end, to affect the outcome of the round. Even in a situation like yours where you unfortunately did not see the correct outcome of the round, we still have access to the correct result.

That said I fully understand that the error combined with the time it took to investigate the case, had a bad effect on your overall playing experience, and we can only apologize for that. Although as the actual rounds completed correctly we consider the case handled from our end.

Best Regards,
Halvor
Casino Euro

lili79 Netherlands
posted on October 19, 2015.

Dear casino euro,

Thank you for your reply. I know that the outcome of the came is already there before you see it. That is why im not happy with the answers i got till now.. To me it looks very strange that i had to log in back inside the game many many times and still got the 4 wilds. It alsmost looks like it has been manipulated within the system. Ofcourse i trust casino euro with my money thinking that something like that is impossible. Other wise i would not play for so many years but the way the complain has been handled doesnt feel good every co-worker inside your team replayd for the last two weeks. I had at least
And the bonus i got is not fair consider the varouis amounts of deposits i make and the time you toke. And the large ammount of money what would have came out with the 4 harps.
I still dont know what to think with this case because of my long good experience i have with other casino's. I really hope the outcome is trusteble. I dont know what to do with this anymore.

posted on October 20, 2015.

Hi lili79,

As mentioned in my previous correspondence, the case was sent to NetEnt to double check that the outcome and payout was correct. During their investigation they confirmed you at no point had 4 reels of wild symbols, and at the most had 3. The reason why you can see a extra symbol on your screenshots is due to the error you encountered.

As previously mentioned NetEnt log all game rounds. Therefore they would have been seen it if you had indeed had a extra reel of wilds. The outcome of a round is not decided by the animation on your screen, but by the Random Number Generator used by the slot to decide the outcome. At the same moment as you hit spin on the slot the outcome of the round is already decided. Although I fully understand this has affected your gaming experience in a bad manner, the result previously communicated by both Customer Support and here is correct. And the decision on the matter is final.

In regards to the bonus you received, this was given as a sign of goodwill from our side. And is not regarded as a compensation for the game round, as the pay out was settled correctly.

I do understand that this is not the answer you hoped for, but I thank you for your understanding.

If you wish to pursue this further you are welcome to contact our Regulator.

Best Regards,
Halvor
Casino Euro

lili79 Netherlands
posted on October 20, 2015.

Halvor, I know my english is poor but i made myself very clear in my reply that i do know that the outcome is already there and the screen is for animation. That's why i also explained you that it looks strange to me.
Im not a rooky i play ten years!

What is intresting though wile today i deposit with your casino i have been 22 times disconnected from any game.. Netent, Williams, en other games. i have printsreens.. And believe me i have the right browser, flash and erase my cookies. So that has nothing to do with the outcome of a game. That is why i had my doubts about the free spin issue beacuse this things happens weekly, only from casino euro i have for the last years 378 printsreens saved in my files. thats why i went public. ver understandble i think

posted on October 20, 2015.

Hi lili79,

In this case the two last reels on your print screen did not display correctly due to the error you experienced, as their graphic display was interrupted before the final outcome. The case has been investigated by NetEnt and in accordance with their findings the game round was settled correctly resulting in winnings of €1221.50. As nothing wrong has been uncovered during their investigation we therefore consider the case closed and no further compenstation will be given. We are a reputable casino, publicly listed and regulated by a number of Authorities. On the event that you wish to have an independent investigation, we welcome you to contact our regulator - MGA.

In regards to issues you have experienced on our site today, I have looked into this and we have no reported issues with our game play. I would therefore advise you to contact our Customer support if this keeps occurring so they can help you investigate it further.

Best Regards,
Halvor
Casino Euro

lili79 Netherlands
posted on October 21, 2015.

Hi Halvor,

Thank you for the sugestion to contact the malta gambling autorities but i think there is nothing we can do about it anymore.. I understand the hole sitution but you will provide your information and i have nothing to show accept my pictures. I will never be satifatied with all what happend and i think we should let it go and hope this will never happen to me again.

About the other issues the tech problems i contacted many times the chat for that and than i always hear there are no problems at our side. I always keep chats en everthing for my own files. For all this years i play i dont see this as much with other casino's and this really start happening a lot since your casino changed the site to more modern version.

Anyway for now my complain is not resolved to my opnion but i think we should let it go.

Best regards A.