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Casino.com - Problem with a glitch during free spins feature on Penguin Vacation slot

RESOLVED
Tommydonline United Kingdom
posted on February 5, 2018.

I hit the bonus on Penguin Vacation on £1 spins, picked my free spins and multiplier (total of 23 spins with a 7x multiplier), began free spins, then the game crashed and returned me to lobby. Contacted support and Went through the usual cashe and cookies and different browsers and laptop tries, nothing worked. Every time I reload the game, I go through the same routine of picking my free spins (which is the same every time - 23 7x) and then it crashes again. Support told me they would escalate the issue to their technical team and reply to me via email. I’ve had no reply. I’m concerned that I will lose this bonus and any money I would have won as the game has now been removed from their system.

I’ve attached a few screenshots as proof. Thanks.

Tommydonline United Kingdom
posted on February 6, 2018.

Casino.com phoned me and offered me £50 cash.
I’ve been a member since the 31st January; that’s one week. Deposited well over £200, and the moment I hit a win, the game crashes and is deleted.
23 free spins at £1 stake with a 7x multiplier, it stands to reason, would’ve been much more than £50.

I’ve rejected the £50 (as that doesn’t even cover my deposits in the last week since my account was created). Casino.com have told me they will reconsider what else they can do and call me back.

Thanks.

Tommydonline United Kingdom
posted on February 7, 2018.

Received a call yesterday where I was told they were looking at how to best compensate me and I would be receive a call today with more information.
Haven’t received a call as yet.

Tommydonline United Kingdom
posted on February 8, 2018.

Casino.com gave me a £100 bonus (with 40x wagering requirement) as a good will gesture. Still not heard back from shift manager who called me on Tuesday.

AskGamblers
posted on February 23, 2018.

This complaint has been reopened as per Casino.com request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

posted on February 23, 2018.

Dear TOMMYDONLINE,

Casino.com is a leading brand in the industry and as such we are working with multiple gaming providers in order to deliver an enjoyable experience for our customers.
We always intend to keep a pleasant and consistent environment for our clients, however, since we are working with multiple systems it does occasionally happen that there are technical difficulties with a certain game. In such an unlikely event, we take immediate steps to handle the problem by making sure the game in question is not available until it has been completely fixed. All bets that have been placed on such games are being voided and the money is returned back in the account balance, so that the customers would not endure any losses.
Since you are a valuable customer to us and we would like you to have a good time in our Casino, we have decided to give a token of appreciation, despite us having followed the established process regarding any technical issues with any of the games that we are offering.
We are glad to see that you have already accepted our gesture of good will and we hope that you will keep on enjoying our games without any concerns.

Sincerely,
Casino.com

AskGamblers
posted on February 23, 2018.

Dear @Tommydonline,

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.

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