Ag Awards

Casillion Casino - Glitch with a winning bonus round, really?

Posted on March 5, 2017

Hi I need help and I'm hoping there is someone who might be familiar with my experience. I was playing gonzos quest at and the game was going like usual, ups and downs. I hit the bonus round and win 316 euro on a 1euro bet. I've won less and more than this in the past but as soon as the spins were over and was loading to the regular playing rounds, I received a technical error message and return to Lobby message. I've gotten this message in the past and whenever I do this then refresh the game, I automatically continue from where I've left off. This time was different and all my winnings were gone. It didn't show I had just fjnished a bonus round. I contacted the casino support and they said they will be in touch with netent. I receive an email that day saying netent has voided all my winnings due to an error and the decision is final !
This happened 10/8/2016 and since then I have been in contact with netent HQ in Stockholm and they told me to get in touch with the casino and request a transcript of why there was a glitch and netent decision to confiscate my winnings, apparently they don't take on player complaints only their providers... but I was told from Casillion that they cannot provide that information , please help me get my winnings AG. I have attached the emails exchanged as well as a screen shot of my game history showing the win, but never receiving it on my account balance

Posted on March 6, 2017

Still no response from
Casillion, 68 hours left

Posted on March 10, 2017

Dear Casillion Casino,

Please let us know if there's some update regarding this case.

Posted on March 10, 2017

No update, no email from Casillion, please keep this open until I receive a reply

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