888 Casino - Disconnected when won

UNRESOLVED
Blondey United Kingdom
posted on November 4, 2014.

I was disconnected during playing starburst at 888Casino/Games on 27.10.14. As I waited to see if would refresh etc or winnings credited I noticed I was disconnected. I emailed them picture, then decided to ring them. The woman on customer support said she got email up and could see the picture I've sent but I made a mistake by not taking shot of game before and after this spin. I said sorry I dont take pictures of every time I press spin. I explained I had won and winnings was not creditted and its crashed. She said she'll ring me back. She rang 2 hours later saying My account has been creditted with the £10 of my spin what I lost. My point was you have never credditted my account when been disconnected loads of times before and I actualy want my winnings not the price of the spin. As this is the point of the game if you win you win if you loose you loose. Then she said oh I didnt realize you was querying the winnings thought it was loss of the spin she said it will take 5days for the technical team to check. Then they emailed me same day saying please allow unto 48 hours for an update on your starburst game and thanks for the pictures. Im guessing Wednesday 29th they should have updated me, still not a email or call by Friday 31st October 2014. I rang the customer support number she said after putting me on hold a couple of times that the womens not in the office who sends emails at the moment to update you so please wait til Monday 3rd November. Its now 4th November well over a week since Im waiting for my winnings to be credited. I do not see why I should not have my winnings due to a technical problem as this is a con and excuse not to pay out. And unfair to all players.

AskGamblers
posted on November 11, 2014.

Dear @Blondey,
Any update considering your complaint? Thank you.

Blondey United Kingdom
posted on November 11, 2014.

No, I've had no response since last Thursday. They said they had no date or time etc. So they said there send imformation over to technical team and I've got to wait upto 5 working days again now. And does anyone know how much my win should've been at £10 a spin, I've worked it out roughly.

AskGamblers
posted on November 28, 2014.

This complaint has been reopened upon casino's request.

Blondey United Kingdom
posted on November 30, 2014.

Hi, Just read email this case has been reopened. I actually sent proof to somebody who could help on the 19th November. Just waiting to hear now.

posted on December 2, 2014.

Can you please provide me your username so that I can check on the status of this for you? My apologies for the delays experienced.

Blondey United Kingdom
posted on December 2, 2014.

User name - BlondeysHere

posted on December 2, 2014.

Ok I had a look and see that you did receive a response after your last post here, and you emailed with our managers regarding this case. From what I see they have investigated and say that you received the £70 winnings from the spin in question and explained to you the change in bankroll etc.

However I would like to close this matter with you and as a gesture of goodwill as a valued member I have credited you with a £50 cash bonus for you to use, as an apology for the initial error and also the inconvenience and time it took.

I also have added a delayed bonus to your account of 20% up to £200 on your next deposit with us (if you choose to do so).

Hope that this is to your satisfaction.

Regards
888casino

Blondey United Kingdom
posted on December 2, 2014.

Thank you 888games for responding.
I actually had few different reasons on the situation, one saying I made a mistake by not taking a screen shot before and after, one saying if error and logged out like I was that I don’t receive the winnings on their terms and conditions that this is how they don’t have to pay out if disconnected or internet error, then another reason saying I lost my winnings when was disconnected then game carried on when logged back in, (a game has never carried on before but totally different pattern on screen) then won £70 when I was allowed back in the game and cant have all the winnings because of the error of being logged out, so where does the £70 win come from if error on winnings when logged out? I play this game on different sites and know its more than £70 win. Because surely I would've had no winnings at all because of the error or I would’ve had all the winnings credited, not just £70. And I’ve been sent a copy of a win of 250 coins at 12:07 on the picture at a £1 spin and explained how my picture only matches half there picture because of the error of me being logged out so they couldn’t pay all the winnings. But this doesn’t match my time of 11:07 at £10 a spin. But on a different email from yourselves said this £250 win from a £1 spin happened before my new bet of £10 then I was disconnected that’s why my picture shows a balance of £651.52 and you state your unsure why my balance shows that amount when I was disconnected and the game history shows £661.52. So it’s un-recorded. If not recorded then how does £70 win go on from this spin.

So my point is if the game can take my £10 for the spin, I would settle for the winnings from my picture even showing the £10 had been taken and was not an error then or when all reels had stopped, the error happened to log me out and when I was allowed to log back in the spin that was playing was not the pattern when I was logged out from different reasons from technical errors. But was no errors my end. As I was not logged out of any other pages I was on.
I would settle for the original win of the spin, matching my picture as this would only be fair.

posted on December 3, 2014.

Ok, I cant really comment on their findings, as they are the guys who write on behalf of the manager I trust that they thoroughly investigated this issue and they have stated that the picture you sent was simply showing your previous winning round but the round you were disconnected from actually paid £70.

However this being said I see all your attachments and your findings and your experience tells me that maybe it is crossed wires that have caused some confusion.

I would like to close this matter with you, as you are a valued member to us and we don't want to put you through anymore backwards and forwards with this.

I have now credited you with a further £200 which with the £50 I gave you yesterday makes the amount we have given you £250 which were the disputed winnings.

I hope that this is to your satisfaction, if not then this will have to go back to our managers who can discuss the matter further with you.

Regards
888casino

Blondey United Kingdom
posted on December 3, 2014.

I understand where your coming from and you have enough cases to deal with, but on another site I won nearly £3000 with the symbols '7's at £20 a spin. So I worked out on this picture and followed the winning pay lines and at £10 a spin it should've been £10,000 let alone without the mega combo and super combo for having so many together. And the 'BAR' is the highest payout.
Therefore if the price of the win is very high then I'm not too sure if I should accept £250.
If I was in the middle from both parties claiming different reasons about this situation then I would say to the person whose trying to claim the winnings not to settle for the thousands difference.

Blondey United Kingdom
posted on December 4, 2014.

But if different sites pay out different odds for this game and you worked out that win was £250 and the money went on then on the picture above with session id and time on says at £1.00 GBP that was the game at a £1 and next spin at £10.00 a spin had the 'BAR's again but an extra starburst line added. Thats why its not registered, but the money my end had been taken, then when logged back in the second free respin was £70. But why would it take another £10 off me for the same game when i was able to log back in. It is complicated but that either should have paid me out at £10.00 a spin not £1.00 value, Or it's the first spin that my winnings didnt go on thats why you unsure why my picture says £651.52 and game history shows a log of £661.52. Then the remaining of the winnings of £70 went on balance. So missing the first payout of my picture.
I do appreciate your time on cooperating.
Thanks you.

Blondey United Kingdom
posted on December 4, 2014.

Sorry I do apologise sending same message repeatedly

AskGamblers
posted on December 4, 2014.

We manage to delete multiple messages from a submitter.

Blondey United Kingdom
posted on December 4, 2014.

Ok Thanks.

posted on December 5, 2014.

Ok well this is certainly something that will have to be taken back to email with our managers. I have taken all this info and have sent it to our managers who will get back to you in the next 48hrs by email. Thanks

Blondey United Kingdom
posted on December 6, 2014.

Can I ask why through an email and why not finish the conversation thread on here?

Blondey United Kingdom
posted on December 6, 2014.

Regarding the email sent me last night from 888 Casino manager, states I will get no more compensation and it was investigated and I had a payout of £250 then further win of £70 plus £250 bonus on my account to play with as a good will gesture. Thanks, but that amount doesn't add up. The picture with starburst game history and winnings on from 888 Casino shows they paid me out for £1.00 a spin, but I paid £10 a spin. Plus I had another starburst line which would've been a bigger win. Also a mega/combo big win. So my question is still unanswered and I'm not after compensation, just the correct winnings.

posted on December 8, 2014.

This was sent to our managers who only contact you via email. I'm afraid at this point they have investigated and have the final word I cannot assist you further and any further complaints will have to be sent directly to them. Sorry there is nothing further we can do for you here.

Blondey United Kingdom
posted on December 8, 2014.

Therefore you mean it's unanswered once again. Who is right or who is wrong and what payout I've actually had for my spin, at £1 a spin or £10 a spin, was it a new spin or I had a payout for my spin, but where are the winnings then? You're saying I've had it but I've clearly proved I have not. I'm not happy with the outcome and from my end it is certainly not dealt with or closed.

posted on December 9, 2014.

I'm sorry you feel that way but as this has been escalated to our managers it is them dealing with this. You can reply to their and explain this to them. I appreciate you feel it is not dealt with but from my side here I cannot do anything further i'm afraid.

Blondey United Kingdom
posted on December 11, 2014.

AskGamblers, this case hasn't been resolved but as 888 Casino say on here theres nothing else they can do on here, but why should I reply to the managers email about why my winnings didn't go on and not happy when they have told me enough different reasons/excuses etc they will state the same once again, it's just a repeated cycle. But if thats what they want me to do I'll reply but know what their going to reply with tbh

posted on December 11, 2014.

Hi all, the case is with management and they will reply once the investigation has been concluded.
Thanks,
888casino team.

Blondey United Kingdom
posted on December 11, 2014.

Ok, Thanks

AskGamblers
posted on December 15, 2014.

What we can see from correspondence above this complaint is still unresolved. We will gladly reopen this case if new evidence appear, or casino and player resolute this issue. We also recommend to the player to try to see help with a Gambling Commission.