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EUcasino - Not happy how they 'investigated' a game glitch

RESOLVED
Complaint Info
Disputed casino EUcasino
Reason Software glitch
shaun9053 New Zealand Message
Posted on April 27, 2020

Was playing ‘Gods of Death’ slot on $2 stake and got the random wilds feature which dropped lots of wilds into the screen, the game then kicked me out and I then couldn’t get back into the game.

After numerous chats and emails they said they had contacted the game provider and that I just need to delete my cache/cookies.. I did this as I had already done 3-4 times already and surprise surprise the game still didn’t open.

Sent another email and had no reply - I gave them a week and still no reply so went back to the casino and tried opening the game and this time it loaded but the funds weren’t paid to me - checked my game history and it just shows as -$2.

Emailed again 3-4 times with no reply.

Now 3 weeks later someone finally contacted me and said I was given 10free spins at $.10 as compensation, no where was I told this and how they think 10spins at $.10 ($1) equates to the win which was approx 70x - 80x at a $2 stake.

Image of win is attached

Posted on April 30, 2020

Hi

We checked your account and confirm the game was stuck

However, we can see that you resumed the round on 14/4/2020 19:20:14 and collected the winnings of 65.5 NZD. The wins were added to your bonus balance and you then played with the funds.

We also did pass the issue to the game provider and they confirmed that the payout of 65.50 NZD is correct.

Therefore, we can confirm that all winnings were paid and there is nothing further owing to you
if you contact Support I am sure they will show you the back office details proving the wins were added

Thanks
The EUcasino Team

AskGamblers
Posted on April 30, 2020

Dear @shaun9053,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note 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 complaint 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.

shaun9053 New Zealand Message
Posted on April 30, 2020

No funds were paid.

History shows I played this game on the 7th April.

I now see the games history shows a win paid on the 14th April.

I have a $0.00 balance and the last time I played any game was on the 7th April so how does this add up?

Even your live chat said I hadn’t been paid at the time,

Posted on May 4, 2020

hi

Sincere apologies , it appears the winnings were added to an active bonus that was expired at the time so the session was manually closed.

The amount of 65.50 has now been added to your account as a cash bonus

Sorry for the inconvenience

The EUcasino Team

AskGamblers
Posted on May 4, 2020

Dear @shaun9053,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note 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 complaint 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.

EUcasino Complaints

  • 3 of 5 resolved
  • 3 days avg response
  • 1 week avg complaint life
  • 267 USD avg amount

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