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32Red Casino - App Glitch Not Being Investigated Accordingly

Complaint Info
Disputed casino 32Red Casino
Reason Software glitch
Bitilicious United Kingdom Message
Posted on October 16, 2017

I started playing the playboy slot on the 32red App on Thursday 28th Sep and have done so in the past. While playing the bonus round and during the sofia bonus a few times i thought i saw winning reels but the system was not crediting my account and the symbols changed after the reels had stopped. I always just dismissed it thinking my eyes were playing tricks on me.

During on of my sessions on thursday evening i noticed for sure that i got a big wining reel during the bonus round but the system didnt acknowledge my win and moved on to the next spin. This happened round 9.30 pm. I closed the game straight away and called support. I spoke to Shyann who told me to go to my playcheck and i can see the games i played. I did and as she said but couldnt seem to find the playcheck for the last game I played. 

I called again and spoke to Isabel. Isabel tried to locate the playcheck for the game with me. We were on the phone for 45 minutes trying to locate the playcheck for that game. Which we couldnt seem to find. I suggested to her that by the looks of it the app wasnt upating my playcheck on their site but she said thats impossible. She suggested that i take a screenshot of the problem but the screenshot doesnt show the full extent of the problem so after the conversation with her i decided to use a screen recorder and recorded my game so i can play it back instead if relying on playcheck.

I sent the video to 32red showing them the symbols change after the reels have stopped. They replied to my email saying the problem existed due to a delay with my internet connection. They advised me to delete the app and reinstall which i did. After i reinstalled the app the problem still existed. I emailed them again with new video footage of the game after doing as they suggested, and with good internet connection the problem still existed. The icons on the screen were changing after the the reels had stopped which resulted in the change in winnings and some spins werent paying on winning spins at all.

Since they were not taking my complaint seriously and slow to investigate. I went back to the game put my bet on lowest bet of 30p and started doing my own investigation and noticed that this was happening with only the sophia bonus rounds. The game was playing fine otherwise.

Other bonus rounds were playing out fine. And symbols didnt change after reel stopped.

I went back to 32red with my findings this is the response i received on the 29th of September and they still havent found the problem:

I hope this email finds you well.
First of all, I would like to thank you for providing the several video footages as well as screenshot; we were able to use these to pair up to your playcheck spins and were able to see uncorrelating icons on the same spin ID.

 We have taken screenshots from the video footages and the matching spins that were showing in the play check facility and sent these over to the Software Providers to look into and investigate.

 For the time being, we ask that you do not play this slot in particular, until we have heard back from the Software Providers. As soon as we do hear back, we will of course be in contact with you via email to advise on their findings.

I apologise for the inconvenience and any disappointment this may have caused in your recent sessions and hope to have a resolution for you as soon as possible.

After researching online i came accross forums where players had the same problem before. I cant seem to upload the video on askgamblers.

32Red Casino Complaints

  • 7 of 13 resolved
  • 3 days avg response
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  • 9,765 USD avg amount

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