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Winner Casino - Bonus round froze and casino is not willing to compensate me

Complaint Info
Disputed casino Winner Casino
Reason Software glitch
lovejaeger85 United Kingdom
Posted on July 23, 2015

I was playing the slot sopranos at a £2 stake when I got 2 bonuses. The game froze and said the gaming provider is not responding. Winner casino advised me to clear my cache, browsing history etc which I did but made no difference. I also tried using a different computer with different internet provider but sill it didn't make a difference. Winner casino are now saying the game is broken and all they can do is return my £2 stake but I forfeit both bonuses!This is very unfair considering how much I spent to get the bonus.

Posted on November 26, 2014

Dear @lovejaeger85,
Any update considering your complaint? Thank you.

Posted on November 26, 2014

Dear lovejaeger85,

We would like to inform you that we have reviewed on the specific game session you have reported to us where you have been disconnected from our game servers. We apologize for any inconvenience caused.

Based on our conversations we have, our Technical team found a pending game where you can resume and continue playing. Our games have a unique feature which is activated when a customer experience a disconnection from our game server, this feature allows to create an instance of the game where the customer can easily get back and return to the previous game where he/she left off.

We have suggested different troubleshooting steps to further help you resume the game however you were still not able to complete the game session and we have recommended to reverse the game so that any bets you have placed will be returned to you and you will be able to start fresh and still play the game.

We certainly understand your situation here and offered you a £30 free bonus as a goodwill gesture so you can still have a chance to try your luck and hopefully win in our casino. After several exchanges of email correspondences, you have agreed to accept the bonus. We have issued you the said bonus which you can use right away.

We hope to see you soon playing and having good time at Winner Casino!

Posted on November 29, 2014

Dear @lovejaeger85,
Are you satisfied with resolution of your problem? Can we close this complaint? Thank you.

lovejaeger85 United Kingdom Message
Posted on November 29, 2014

Winner casino informed me there was nothing they could do to allow me to claim the two bonuses. They offered me £30 bonus funds which I excepted. This bonus funds had a wagering of 12x which I think is very unfair as it was through no fault of my own that there software had issues. I accepted the bonus funds only because there was nothing else they could do but I am very unhappy with the outcome. I would not recommend this casino to anyone.

Posted on December 3, 2014

This complaint is resolved. Player accept bonus offer that casino give as a compensation for this problem.

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