Complaint #832 888 Casino

Server Error following a win

By DOGNAILA

5 years ago

Hello

This is my second attempt to log this complaint, hopefully with the additional information I might be successful.

Having played on the above slot site for a couple of hours (without any sort of technical issues) I was lucky enough to be awarded a bonus round, which at the end returned me over £200. The game then gave me a chance to either gamble to over £400 or take the win. I selected 'collect'

It was at this point I received the attached server error.

I reported this straight away and received a quick response requesting the details, eg, time, log id, game etc., which I provided.

Since then I have emailed them 17 times requesting an update and each time they tell me to clear the cache, reboot my computer, delete history....which I have done now dozens of times.

I have reiterated that the error is a server error and the problem (if indeed it is a genuine system error) is at their end.

I have tried on THREE different devices, THREE different web browsers and still the same error message (I have just tried again a few minutes ago)

I have provided this site with the log number, time, game, reference number everything they have asked for, and all I get back is "clear my cache". One response actually informed me that they can identify that the game is stuck and they will pass it to their technical team, which clearly they have not yet done.

Most of my emails are being ignored and I'm getting more frustrated each day they don't bother responding.

It's not about the money as it's not really a great deal, it's more the principle that they can treat their customers this way. Unfortunately I have resigned myself to having lost this money to this bunch of thieves, however I will keep on emailing them and I now have a number to ring, although my tone and language with not be very pleasant.

I have also shown below the game details I provided them when requested.

If you require any further information could you please request this and not simply reject my complaint.

Regards

< full name removed >

Hello

The ID is

ID3650156926

Time 23:47

Name Giza Infinity Reels

I have also attached the details it shows

General Details

Account 785720950

Operator 813

Round 6868049933

Game gizainfinityreels

Initiated Friday, December 18, 2020 at 6:47:10 PM -05:00

Channel desktop

Status completed

Total bet 4.0 GBP

Total win 0.0 GBP

Interaction

Action SPIN

Bet per line 0.2 GBP

Lines selected 1

Ante bet 0.0 GBP

Win 0.0 GBP

Reel Display

0: STONE 1: WILDSSCARAB 2: ANUBIS

3: REED 4: WILDSSCARAB 5: STONE

6: REED 7: STONE 8: ANHK

9: STONE 10: SCEPTRE 11: ANHK

Game Specific Data

Currentlevelofplayer 0

Multipliervalueforsymbolwins 1

Reelstopsusedduringrecovery 118, 236, 72

Totalnumberofreelsinthegame 3

Disputed Casino 888 Casino

Reason Software glitch

Amount £293.33

Discussion

AskGamblers

• Support Team

4 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

DOGNAILA

4 years ago

Hello
I believe this issue was resolved and the credit refunded, however this was some time ago which is why I don't recall all of the details. Not quite sure why some 14 month's after the issue I am being asked about this now?
Either way, I believe this was resolved.

AskGamblers

• Support Team

4 years ago

Dear @DOGNAILA,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

888 Casino

• Representative

4 years ago

Hi Dognaila,

Thank you for raising this. Please allow me to assure you, that our goal has always been to offer the ultimate online gaming experience and as so, we are always looking for ways to improve the software and overall service given to members.

We can confirm that on 12/23/2020 our Technical Department has reviewed the game in question and managed to release it, and additional funds of 293.33 GBP have been credited to your bankroll.

Sincerely,
888Casino

888 Casino Complaint Stats

Resolved 333 / 397

Avg. Amount $8,733

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

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