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LuckyThrillz Casino - Game Crashed During Bonus Round

RESOLVED
Complaint Info
Disputed casino LuckyThrillz Casino
Reason Software glitch
Amount £ 12.15
Thisisthematrix United Kingdom Message
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 Message
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 Message
Posted on April 19, 2018

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

Thanks

AskGamblers
Posted on April 21, 2020

Dear all,

Kindly be notified that this complaint is being reopened following the declared willingness on behalf of LuckyThrillz Casino management to do everything within their power to resolve their outstanding AGCCS cases. The AskGamblers Complaint Team will gladly assist by giving any of these old cases an additional chance for a successful resolution.

Posted on April 22, 2020

Dear THISISTHEMATRIX,

OMG Affiliates here representing - Lucky Thrillz. Since we are the new owners of this brand, we reopened this compliant with the aim to resolve it and in some way compensate your loss for the game crash. However, we noticed that your account with us is no longer active, at the same time it is an unverified account which doesn't give us many options left. Please bear in mind that we are always keen to help if there is a justified reason behind any case.

Sincerely yours Lucky Thrillz

AskGamblers
Posted on April 22, 2020

Dear @Thisisthematrix,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints 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.

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