Party Casino - Software Glitch on Bonus / Feature Game

RESOLVED
nindy89 United Kingdom
posted on November 9, 2015.

I had recently won around £2300 using the Party Casino website and decided to play on the Red Flag Fleet game for a little while.

I wagered through over £1000 in an attempt to get the bonus game (from experience, it pays quite well). I finally got the bonus, with a stake of £2.80 per spin.

It froze and wouldn't enter the bonus round. I took a screenshot so that I had evidence when contacting their support department.

After speaking for a while both over the live chat and over the phone, I was told that my case would be 'escalated' to the relevant department. After waiting for almost 2 weeks, I have heard absolutely nothing back. I have chased and just keep getting told the problem has been 'escalated' again.

It's frustrating because I haven't experienced anything like this before through any other casino's. The last time I had the same bonus on a £1 spin, I won over £1200.

I self excluded as I didn't want to lose any of the remaining money in my account and I guess out of frustration, therefore I am no longer able to play the game.

Can you give any advice on what I should do? The winnings from that game could have been anything from £200 - £5000, there really isn't any knowing. I am waiting to be let down by support again.

Can you help?

AskGamblers
posted on November 13, 2015.

Dear @nindy89,

Any updates regarding your complaint? Thank you.

nindy89 United Kingdom
posted on November 16, 2015.

Hi there,

No, I have still heard nothing back. This has been going on for a few weeks now.

Its getting a little frustrating to be honest. From a legal point of view, am I in the position to claim compensation for the delays?

Kind regards,

Dennis

AskGamblers
posted on December 26, 2016.

This complaint has been reopened due to the declared willingness on behalf of Party Casino management to do everything within their power to solve their old complaints. AskGamblers Complaints Team is reluctant to give these old cases one more chance for a successful resolution.

posted on December 29, 2016.

Hi,

First of all I would like to apologize for the inconvenience caused.

Our records show that the funds from the game were returned in 24 hours after we received the complaint. I would like to point out that software glitches can occur not only due to issues from our end, but also because of connectivity problems which might not be on our or player's end. The connection from a user's computer to our servers goes through many intermediate servers. We, unfortunately, do not have control over them and if they fail, the funds from a session might get stuck on a game.

If you have any concerns or further questions, we would advise you to contact our customer support in order to resolve any outstanding issues.

AskGamblers
posted on January 1, 2017.

Dear @nindy89,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.