Within only a few hours of registering & making my first deposit at Mansion Casino, I had a game freeze at the end of a free spins round. The game was Sinbad.
Not a big deal I thought. I have had this happen many times with other games and at other casino. I will just close down the game and open it back up again. All will be fine, I will be awarded my free spins win and carry on. Not so.
The game wouldn't let me close it, so I had to close down the casino itself.
After logging back into the casino & returning to the Sinbad game, I was immediately taken to the last spin of the free spins round & then the game froze again. As previous, I also could not close the game.
I emailed support & after waiting over an hour I was informed that the game was "reversed" & that I "need to enter the game".
I did, but when I opened up the Sinbad game the free spins were gone & so were the winnings from the free spins.
Now this was a small amount. $14 & change, $14.35 if I remember correctly, & probably still less than what I had invested in the game. But I immediately closed the game back up & contacted support again querying where my free spins or winnings were.
After waiting over 8 hours for a response, I was told
"Please note that the game froze in the middle of a bet not in a free round."
Pardon me, what?
I think somewhere in that response I was just accused of lying?
Not a we don't see.. or it appears that... just "not in a free round."
Not that I can prove this, but I just recently started paying at Playtech casinos and don't believe I have ever played their Sinbad before. This was definitely the first time I had ever won free spins as the arrival of a grey dragon wild symbol was new to me and also solidified in my mind that it was indeed a free spins round that I had been playing.
Needless to say, I emailed support again contending that the game most certainly did freeze at the end of a free spins round and expressing that I didn't appreciate the implication that I was trying to rip off the casino. In this email I also asked to be forwarded a copy of my game play.
I then emailed a quote from the Ask Gamblers complaints section stating that I was entitled to know the reason for the glitch with the Sinbad game as well as to receive the system log for the session.
The response was that there was a glitch in the internet connection.
I have now emailed support asking how they explain the coincidence that this glitch in the internet connection has occurred twice & both times it coincided with the end of a free spin round on the game Sinbad?
I have also re-requested a log of the session in question.
Please note that the reply did not deny nor apologize for the implication that I was lying. I was however reminded that I still had a casino balance and "you can try your luck with them and if you are unlucky can contact us to review offers"
My preference would be the return of my $30 deposit as the situation has left me with zero desire to play at this casino.
Assuming the return of my deposit is not an option, than I would like my $14.35 free spin winnings and after that is returned to me then I will "try my luck".
As the situation continues to be contentious and as I am not particularly savvy with technical issues, may I ask for your assistance with this matter.
Thank you in advance Ask Gamblers Complaints Team.