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LuckyThrillz Casino - Game Crashed During Bonus Round

UNRESOLVED
Thisisthematrix United Kingdom
posted on April 19, 2018.

Hi.

I was playing the game Bakers Treat on Sunday evening using 15p wagers and at one point the bonus spins were triggered (due to having 3 of the red shortcakes on the far right of the game). During the first spin I won the actual bonus treat whereby all of the cakes come up on the reels and the actual bonus feature is triggered.

It came up with a big message saying I had won £12.15 and then as the coins were being calculated on screen, the game crashed and I've not been able to resume it since.

It allows me to log in and play any other game but on this game it says 'Please wait - game resuming' and then it shows the message below saying the game has timed out.

The bonus games were never able to be completed and the £12.15 I know for a fact I won because the screen flashed up with it have not been credited to my account.

As it was quite late on Sunday I waited until Monday and used live chat to contact the casino.

I was given an email address for technical support which I emailed first thing Monday 16th April.

By late afternoon, as I had not even received an acknowledgement, I went back on live chat and they gave me a different email address.

I promptly emailed that asking for help but have heard absolutely nothing since.

I'm really frustrated as I've not received any response at all or any indication this can be resolved.

I've done everything possible my bed to try and resolve the issue such as clearing the cache and updating device and even using a different one.

Please can you help me resolve this.

Thanks

Thisisthematrix United Kingdom
posted on April 19, 2018.

An update from me:

I had an email late afternoon from Luckythrilz to say that before they will even forward my 'important matter' to the technical team they wanted to ask me questions about my device, browser and speed of internet. This was from a VIP account manage.

I replied straight away and now, another 24 hours later, have heard nothing back.

I was told by the first person I spoke to on live chat that the email address I was given was for the technical team.

This is all very frustrating.

(Also in original complaint *bed should be *end - typo)

Thanks

Thisisthematrix United Kingdom
posted on April 19, 2018.

I meant the reply was late afternoon yesterday and today I've heard nothing back.

Thanks

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