Crash on Gonzo's Quest on The Grand Ivy Casino, winnings gone?

[angel.amsterdamm]

Hi all,

 

Has anyone ever experienced a crash and then not get the winnings?

I was playing and hit free spins with three gold symbols.

Won a nice amount, but then the game crashed. 
Normally when I reopen it, the winnings is added up, but now nothing. I doesn't even show on my bets in my account.

 

Luckily managed to get a screenshot:

 

[cocopop3011]

Hi all,

 

Has anyone ever experienced a crash and then not get the winnings?

I was playing and hit free spins with three gold symbols.

Won a nice amount, but then the game crashed. 

Normally when I reopen it, the winnings is added up, but now nothing. I doesn't even show on my bets in my account.

 

Luckily managed to get a screenshot:

 

 

Hello angel.amsterdam

 

Have you spoken to support regarding this issue? As you said after a game error you would expect to see the winnings in your balance once you reload the game.

 

If you haven't spoken to support have a chat with them, explain what happened I'm sure they'll be able to assist you further. 

[ValDes]

As cocopop suggested at the above post, you should have contacted the casino support as soon as you noticed the issue. Each game round has a unique identifier which could be easily tracked down and examined in case of any issue by the relevant casino department and/or the relevant software department where necessary.

 

Welcome to AskGamblers though.  

[angel.amsterdamm]

Hi all,

 

Thanks for the welcome and the replies!

 

Have contacted them and they will look into the logs of NetEnt.

Weird thing is that the bet also doens't show in my betting history?!

I very much hope so that there will be a log of the problem.

[angel.amsterdamm]

hmm they've just refunded my 2 euro bet, don't know what that means...

[cocopop3011]

Hi all,

 

Thanks for the welcome and the replies!

 

Have contacted them and they will look into the logs of NetEnt.

Weird thing is that the bet also doens't show in my betting history?!

I very much hope so that there will be a log of the problem.

 

 

hmm they've just refunded my 2 euro bet, don't know what that means...

 

I see. You should be prepared to be told there has been a malfunction, if this is the case and I'm not saying it is, but if it is then those winnings will be void. Again you need to contact support now and ask them why the 2 euro bet was refunded and what the outcome is.

 

Keep us updated angel.

[angel.amsterdamm]

yes that's what I fear, will keep you updated!

[Afi4wins]

Sorry to say Angel, but the Casino has decided to refund you your 2 Euro bet...

but as for the winnings, I'm afraid all that has gone with the wind, as in 'any mulfunction voids all wins'.

 

I don't think the casino can or will reimburse any more than your lost bet amount in that malfunction. It is stipulated in ALL casinos T&C, so no two ways about it.

 

But look at the brighter side of things...I have lost my HUGE potential winnings playing Jack and the Beanstalk, getting the 3rd harp appearing on the reel, then it goes kaput, with a message 'this game is currently not available'! WTF!!! After reloading the game, the two harps came back but the third didn't...and didn't pay anything more all the way to the end of the free spins! Wouldn't you think this is blardy ODD?! Yeah, that's NetEnt for you! This same thing had happened to me THREE BLARDY TIMES on the same game over a period of some days! That is NOT NATURAL!!!

 

Say and think what you want, but I have stopped playing Jack and his blardy beanstalk for over 6 months now. Won't be playing it either again!