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888 Casino - Server Error following a win

UNRESOLVED
Complaint Info
Disputed casino 888 Casino
Reason Software glitch
Posted on December 22, 2020

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

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