Complaint #5
Play7777 Casino
Multiple game failures refused to be investigated by the casino and provider
9 years ago
I played months ago at BlueLions. Since the first day there were problems with one game. Unfortunately the game I like the most. Very often winnings were displayed but the winnings weren’t credited to the balance, games didn’t start but the wager was billed or games crashed with different error messages. I have made a lot of screenshots of this issue and I have many emails/chat sessions written by the support, that these problems happened.
The first time the support credited back some missing funds, but they couldn’t find out what went wrong and I can understand that they are not responsible for failures of the 3rd party games if this is the case. But they are my only contact to solve this issue.
They credited me the missing funds of the winnings in some cases without getting it back from the provider, they told me. The games, that didn’t start or crash, I had to pay on my own.
The software provider itself said by information of the support there is no error, but that is not correct. I have hundreds of screenshots with gaming errors etc as I mentioned above.
After a longer break I started playing again at BlueLions and at Play7777 (sister casino) thinking the problem is solved, because there was an update.
I deposited round about 1000,- Euro but the problems at both casinos were still there.
In two weeks winnings and failure games occur again one day very often; the other day nearly without failures. It is not reproducible with a structure. It happens randomly. Many winnings (small and bigger ones) weren’t credited to the balance, spins were billed without a game etc., so every time my balance went down and I never got back the missing funds. I received only a free small bonus which does not fit to the missing funds. All in all the missing funds were much higher as my deposits (>1500,- Euro), which is really frustrating, because it is a loss of my money.
After contacting the chat in two cases this week, the support agents could see the missing winnings for the first time, and so they were listed in their logfile. So it is definitely an issue with the software. I have attached this chats in german too.
I received those failure games with different computers and different internet connections.
Support wanted to contact the software provider again to clarify this with the new information, but a relevant answer from the provider is missing or is not delivered to me, they told me. Every time they say, they will check the issue but a final information they do not give. Now they do not respond anymore.
Most of the time their support was very friendly and they tried to help. But actually there is no way to solve this issue. It concerns only the issue with one game and the only thing i want is to get my deposits of the time after the break at both casinos and not my missing winnings (much more) back and then I am fine with this issue. With 1000,- Euro refund i would be fine.
The concerening games are Triple Triple chance at bluelions casino and Double Triple Chance at Play7777.com.
I have played the same games at different casinos without any error in the past. This happend only at these both sister casinos.
Today after a while i deposited 100,- Euro again, and the same errors occur again immediately.
Attached you will find a screenshot of a today not given winning. It is only one example for many of this errors this eve.
This example of many more happened on 17.11.2106 at 1:17h and i could catch it by screenshot. When you compare it with the spin list of the software provider "edict", you can reproduce this issue. Before the winning, the balance is 38,91 Euro and after the winning it is still 38,91 Euro. No change at all. Although i have won 8,- Euro.
This is my first complaint in years of gambling activity and I only want to have a fair solution.
If they refund me 1000,- Euro for my deposits to my neteller account, they can close close my accounts and as i wrote i amfine with this solution, although the loss is much more.
The first time the support credited back some missing funds, but they couldn’t find out what went wrong and I can understand that they are not responsible for failures of the 3rd party games if this is the case. But they are my only contact to solve this issue.
They credited me the missing funds of the winnings in some cases without getting it back from the provider, they told me. The games, that didn’t start or crash, I had to pay on my own.
The software provider itself said by information of the support there is no error, but that is not correct. I have hundreds of screenshots with gaming errors etc as I mentioned above.
After a longer break I started playing again at BlueLions and at Play7777 (sister casino) thinking the problem is solved, because there was an update.
I deposited round about 1000,- Euro but the problems at both casinos were still there.
In two weeks winnings and failure games occur again one day very often; the other day nearly without failures. It is not reproducible with a structure. It happens randomly. Many winnings (small and bigger ones) weren’t credited to the balance, spins were billed without a game etc., so every time my balance went down and I never got back the missing funds. I received only a free small bonus which does not fit to the missing funds. All in all the missing funds were much higher as my deposits (>1500,- Euro), which is really frustrating, because it is a loss of my money.
After contacting the chat in two cases this week, the support agents could see the missing winnings for the first time, and so they were listed in their logfile. So it is definitely an issue with the software. I have attached this chats in german too.
I received those failure games with different computers and different internet connections.
Support wanted to contact the software provider again to clarify this with the new information, but a relevant answer from the provider is missing or is not delivered to me, they told me. Every time they say, they will check the issue but a final information they do not give. Now they do not respond anymore.
Most of the time their support was very friendly and they tried to help. But actually there is no way to solve this issue. It concerns only the issue with one game and the only thing i want is to get my deposits of the time after the break at both casinos and not my missing winnings (much more) back and then I am fine with this issue. With 1000,- Euro refund i would be fine.
The concerening games are Triple Triple chance at bluelions casino and Double Triple Chance at Play7777.com.
I have played the same games at different casinos without any error in the past. This happend only at these both sister casinos.
Today after a while i deposited 100,- Euro again, and the same errors occur again immediately.
Attached you will find a screenshot of a today not given winning. It is only one example for many of this errors this eve.
This example of many more happened on 17.11.2106 at 1:17h and i could catch it by screenshot. When you compare it with the spin list of the software provider "edict", you can reproduce this issue. Before the winning, the balance is 38,91 Euro and after the winning it is still 38,91 Euro. No change at all. Although i have won 8,- Euro.
This is my first complaint in years of gambling activity and I only want to have a fair solution.
If they refund me 1000,- Euro for my deposits to my neteller account, they can close close my accounts and as i wrote i amfine with this solution, although the loss is much more.
Screenshot
