Party Casino - Technical problems with game resulted in £2300 balance still stuck in the unfinished game status!

RESOLVED
Zed
posted on October 2, 2015.

I'm very disappointed and exhausted with the customer services team resolving a technical issue , I have been member of Party Casino for years and a vip player to many other casinos. This have to be the worst experience i had with any online casinos in last 10 years.

I've never had a problem with them until now.

Tuesday 29 September 2015 night I was playing online slots "Call of fruity", when i got a technical error message "internal server error message". Normally these error resume its self after re-launching the game and then you be prompted with message "one un-finished game" and the unfinished game will open then resume the bet of play, I shorty quit the game to play another game.

However, every time i open any game on the site, it still say i have an un-finished game and im unable to do anything. Now all my money balance is stuck in the unfinished casino game that's crash - my balance is £2300!!!!! is stuck in that game that crash previously and not have return to me. I call up the helpdesk , to clear the unfinished game and return my money back to my balance so I resume playing other games on sites. Its now been THREE DAYS, I called up the helpdesk 3-4 times asking for my game balance to return to me and they said have escalated and cant give me ETA. I'm unable play on site due to crash game and with no money in balance as its stuck in the game play.

Its has now been over 48 hours and nothing has been credited back. I have received no email from the "respective team" with an update, no real assurance that this is being looked into, and most importantly, no funds.

I have now contacted PartyCasino's Live Chat and customer service say the "respective team" is working on it and no ETA and there was issue with game provider". How is it that my problem? I even contact the vip service they ignore my email.

When I ask to speak to the "respective team" I am told they are not customer facing, I have to wait.

How hard is to clear the unfinished game and return my money back to my balance. I had a similar issue with another casino 32red and intercasino in past they resolve the technical issue in within 5 hours and the balance was corrected.

Partycasino, when it come to dealing with technical issue in regards to a customer money this should be deal with high escalation!!!! I need to know how long this going take to resolve and when money balance will be unlocked on the game!!


I have taken screen shot error and the balance no and the email to VIP support aswell.

PLEASE RESOLVE ASAP

posted on October 5, 2015.

Dear Zed,

I am really sorry for the inconvenience caused!

I checked the issue you reported and we are indeed working on resolving it.

I understand that all this waiting is frustrating; however, I assure you that we are on the case and as soon as the funds are released, you will be informed.

Please, accept my apologies on the delay once again!

I count on your understanding and patience!

Best regards,
Denitsa

posted on October 6, 2015.

Dear Zed,

I am glad to inform you that the funds that were stuck are now released to your available balance - the amount of 2,073.72 GBP you can take to whichever game you like.

Please, note that there is a small possibility that you still see a message for an unfinished game for some time but this should be resolved eventually - it will just take some additional time.

Having in mind that the funds are now released, I would like to ask you to check your balance and confirm that the complaint is resolved so we can close it.

Thank you very much for your cooperation on the matter in advance!

Best regards,
Denitsa

Zed
posted on October 7, 2015.

Thanks you. The issue is now resolved.

Please all ask is some of response from your support team with some sort of ETA with dealin with technical issue and their funds.

Thanks Densita dealin with the issue very quickly.

AskGamblers
posted on October 7, 2015.

Based on player's last comment, we consider this case as resolved and it is now officially closed.