Mobilbet Casino - Slot winnings not credited and still not fixed days later!

RESOLVED
misterpot Australia
posted on April 11, 2015.

On the 7/4/2015 I was playing the new Play N go slot called "Tower Quest" on the Mobilbet site. After playing for a while I noticed that quite often (not all the time) that my wins on a particular spin were not being added to my credit balance. An error message kept coming up and every time the message came up, the wins were not credited. I started paying closer attention to it. One particular spin, which I chose to select the 5 free games x 3 option on the right of the screen using the red power meter, I won $21 in total. The $21 was not added and that was the final straw. All in all, I believe around $60 was not credited to my account.
I contacted live chat immediately, and was told by the very rude staff member that there was no problem and I was not correct. I then asked for my game history (as this info was not available to me at all) and was told it would be emailed to me. Already, as far as I am concerned this is a breach of the law as all other sites readily have this information available to players. I asked why it was not available and was told "because it can be manipulated"..
I then received an email a few hours later from them at Wednesday, 8 April 2015 2:36:37 AM, with what they allege was my play history. In NO way was it correct and accurate and all the wins that were not credited were not even on here - so, so many games were missing. I then got on chat again and spoke with Emma. She was nice and decent and admitted there was a problem and it was being looked into. I also noticed at this point, they had removed the game from their site and it remains gone even as at now. At least she admitted there was a major problem. I emailed them again, asking for a response and my money back.
Since then, 3 days have passed and besides an automated email response, they have totally ignore d me, not given me my money back and continue to do nothing about it. Every day I have been on chat following it up - 3 days in a row - and nothing at all has been done. They just keep ignoring me, not responding at all and most importantly not giving me my money back I was cheated out off.
This is without doubt the worst experience I have ever had playing on line. Their service is a disgrace, their system is clearly broke in regards to this slot and 3 days later I have not even had one email from them besides the automated response. On chat they just say they are "investigating" and will not take me seriously hence I taking it further. Accidents and errors occur and I understand that but they are doing NOTHING to fix this and ultimately have not given me back my money. Further, they send me a completely incorrect history which must be illegal in itself.
As I have explained to them, at a minimum I want my cash I was cheated out of back however they simply do nothing.
I am hoping they will take me seriously now and I seek your help and assistance in getting this resolved

AskGamblers
posted on April 14, 2015.

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

misterpot Australia
posted on April 14, 2015.

Dear AskGamblers,

I wish I had some news - they just continue to ignore me and are doing nothing to fix the problem - it is most concerning. It has been a week now since the incident and they could not care less.

Perhaps even more concerning is that I have emailed the MGA twice as well. They also have not responded and just continue to ignore me.

I hope you can help in some way and thanks for your help - Regards Misterpot

AskGamblers
posted on August 28, 2015.

This case has been reopened upon casino’s request and we would like to give it one more chance for a successful resolution.

misterpot Australia
posted on August 28, 2015.

To Ask Gamblers,
I mean is this a joke? The complaint is re-opened at the request of the casino 4 months after it was submitted? It must be a joke.
In all honesty, I think it is terrible that you even let them do so - they chose to ignore the initial complaint, ignored all of my communication and only...only when I complained about them to the MGA did they respond.
No one lodges a complaint to have it dealt with 4 months after it was lodged and that is a given. Maybe they would like to decide to respond after 15 years - would you let them re-open it then? Not right if you ask me...not right at all.

posted on August 31, 2015.

Dear Misterpot,
We are sorry for not having responded here on askgamblers earlier. We requested the case here re-opened as we never got the chance to respond here. This case was however resolved directly with you back in April. Feel free to contact our customer service if you should have any questions or if there is anything else we can help you with.
BR
Mobilbet

misterpot Australia
posted on September 2, 2015.

To Ask Gamblers,
I am not sure what sort of response you want from me however the following are all facts and should be taken into account by all people reading these pages. I welcome Mobllbet to challenge anything I am about to write if they do not believe it to be true:
(1) Whilst playing on of their slots - I was cheated out of approximately $60-$70 in winnings. This has been acknowledged by Mobilbet eventually
(2) When I immediately told them of the error, I was not treated seriously and they were very rude and dismissive.
(3) They continued to ignore not only my complain on here, but also my direct complaint with them for months.I must have sent perhaps 5 emails - not a single response
(4) I had to lodge a complaint at the MGA - only after this was done would they have the decency of responding.
(5) After the involvement of the MGA, they amazingly admitted the slot has incorrectly paid me and decided to compensate me with a bonus - there is 0% chance they would have acknowledged me if I did not pursue it.
So all in all, and to anyone reading the above facts - is this the service level you want or expect from a casino? Just ask yourself that - the answer is surely not.
Regards

Misterpot

posted on September 3, 2015.

Dear Misterpot,

We are very sorry for the problem you experienced when playing Tower Quest on the 7th of April. On your first contact with us, the problem you were experiencing with that game had not been identified yet. The game was removed from the site within 2 hours and we admitted that there was a problem with the game the same day. We informed you that it would take some time to investigate the issue. We understand that you were keen in getting the winnings from the gameround. While our casino team was still investigating the issue with the game provider, you contacted MGA, but we assure you we would have gotten back to you regarless of this. You were on the 23rd of April compensated with $110 for the game round and for your troubles. We do apologise for the long turnaround time and have taken appropriate action to ensure quicker resolution in similar cases in the future. We hope that you can understand that it takes time to investigate issues like this when we are waiting for answers from a game provider. We do hope that the the end result and the compensation was satisfactory.
BR
Mobilbet

AskGamblers
posted on September 6, 2015.

Dear @misterpot ,

Are you satisfied with the casino's response? Did you receive the compensation in April? Can we close this complaint and mark it as resolved? Thank you.

misterpot Australia
posted on September 6, 2015.

To Ask Gamblers - I did receive the compensation if that is the correct word (correct term would be I received my money back - not compensation) and I am far from happy with the actions of the casino - I think there response and treatment of me was a joke. You may as well close the query as there is not going to be a lot more done, however I am far from impressed with them - very much so.

posted on September 8, 2015.

Dear Misterpot,

I am sorry to see that you write that you did not get compensated. You were credited $110 on the 23rd of April, this sum included a compensation. On your first contact with us regarding this, you informed us that you were missing winnings from 3 gamerounds, where the highest one was $21 (Missing winnings: $9, $8.5 and $21). Rounded up this is $40. This would make the compensation to be $70. We are sorry for the bad experience you had, but we do hope that the the end result and the compensation was satisfactory.
BR
Mobilbet

AskGamblers
posted on September 11, 2015.

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