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77 Jackpot Casino - Game crash during free spins in "Eye of Horus" not properly investigated

UNRESOLVED
Tinze Germany
posted on February 6, 2018.

I'm from Germany and my schooling is 30 years back. Please understand if the grammar is not so good. However, I have made a great effort that the text contains no errors that reflect the facts wrong.

On January 14, 2018, I played "77 Jackpot" via my iPad in the online casino. At 04:42 (according to the last entry in the game log) I won free games at the game "Eye of Horus" with a bet of 1.00 EUR. These were really promising. In almost every free game appeared "Horus", sometimes several times, and I was in no time in the highest game category arrived. For a bet of 1.00 EUR, the player wins 50.00 EUR for a complete series and when "Horus" appears you get more free spins. Since the symbols can appear multiple times on each reel, multiple wins can be made.

Surely you never know how much you will win. After a few free spins, you realize, however, when free spins really bring good profit. These free spins were definitely one of them.

Suddenly the game was closed. I think at this time I have already won between 80.00 and 90.00 EUR and there were still 8 or 9 free spins left. But I want to emphasize that I do not remember exactly.

Since I was also very scared at first, I cannot remember if only the game, the website or the browser (Safari) was closed. All I remember is that I had to re-register on the website of "77 Jackpot".
I knew that it was not really a problem. Since I have a lot of games when I'm on the road, I have often had crashes in other casinos. For all other casinos, you play exactly where you want to go if you select the game after logging in again. There are also casinos where there is an additional menu item "unfinished games".

After registering at "77 Jackpot" I realized that everything was gone. I could not finish the free spins and the win was not credited until then.

After a day or two, I explained my problem through the chat. The employee has written to me that customer service will take care of it.
Unfortunately I do not have the chat protocol.

After another four or five days, I contacted the chat again. I asked the co-worker to give me the game back so I could continue my free spins.
As I can remember, the co-worker wrote to me that I should be patient for a moment, because he needs to talk to customer service. Then he asked me a strange question that I cannot remember. All I know is that I answered, "I do not understand your question!". Chat staff wrote that customer service will take care of it.
Unfortunately I do not have the chat protocol.

On January 24, 2018, I once again explained everything through the chat and told the employee that I am very disappointed that no one has contacted me yet. I once again asked the co-worker to give me the game so I could continue my free spins.
I got the answer, I should explain everything again in an e-mail.
Chat protocol is available.

On 24.01.2018 I sent an e-mail to [email protected] and explained everything once again.
I've asked the casino again to give me the game so I can finish the free spins.
E-Mail is available.

On 01/30/2018 I sent an e-mail to [email protected] and wrote that I am very surprised that I still have not received a reply.
I have asked customer service to answer me about my canceled free spins.
E-Mail is available.

On 01/30/2018, at 23:49, I received an e-mail from Customer Service with a sentence:
"After checking your account, we found no irregularities!"
In addition, in the mail was still the recommendation that I empty the browser cache and check the Internet connection.
E-Mail is available.

No irregularities ???
Customer service can see from the game transaction log that I had free spins and did not finish them. In addition, they see that no profit has been booked on my account. Unfortunately there is a difference to other casinos. For other providers, there is the possibility to select the individual games and get more information about the game. At "77 Jackpot" is only one listing available.

It should be mentioned that I sent the first time on 02.02.2018, at 07:09 clock, an email to AskGamblers.
On 02.02.2018, at 11:52, I received a 100 € free bonus from the "VIP Manager 77 Jackpot". I've gotten this bonus a long time ago and have nothing to do with my free spins. I reject this bonus because I play only with real money.
E-Mail is available.


Dear Team of AskGamblers Support, I do not know if it is technically possible. I would be very happy if you could get me to continue and finish the free spins.
In any case, I'm very grateful to you for taking care of it. I find the response of the 77 Jackpot Casino absolutely unacceptable.

Many Thanks!


Best regards
Christian Tinzmann

77 Jackpot Casino complaints

  • 7 of 11 resolved
  • 2 days avg response
  • 4 days avg complaint life
  • 497 USD avg amount

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