Incomplete bonus round resolution

Dear all,

Please note that Goldex Casino team has replied to the email mentioned above.

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Goldex Casino management acted in accordance with their Terms and Conditions.

We have been informed with valid info and evidence that the Provider checked the provided Round ID. According to their observations, they cannot confirm that any technical issue occurred.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Dear Goldex Casino,

Please check our email sent to your team on Jauary the 8th, in which we asked for operator investigation official findings and reply, this issue related. We are still awaiting to receive it.

Thanks in advance for your cooperation.

We would kindly ask the AskGamblers team to further assess the information provided, as we have now submitted all available evidence and detailed explanations regarding the disputed bonus round. This includes the provider’s technical verification, the official replay link, and clarification of the game mechanics related to the 5th row and the POWER symbol.

We have explained why the visual discrepancy shown in the player’s recording does not affect the actual round result and why the outcome was settled correctly in accordance with the game rules and our Terms and Conditions.

Should any additional clarification be required from our side, we remain available to provide it.

At this point, the positions are clear and irreconcilable.

The casino and provider assert that the 5th row was locked and that the POWER symbol shown there was “purely visual.” I have demonstrated, with video and screenshots, that the 5th row is visually unlocked and rendered in the same active state as other playable rows, and that the POWER symbol appears exactly as it does when it is meant to resolve. In this game, POWER symbols are not decorative; they always resolve to a value or effect.

The total win of 332.50 CAD equals the sum of the other resolved symbols only. The POWER contributed zero. That is not a “confusing presentation” – it is a functional bonus mechanic shown to the player that was never processed.

The casino now relies entirely on “server authority” and Terms & Conditions to override what the game itself presented. This means the dispute is no longer about interpretation – it is about whether a game may legally present active bonus mechanics that are later declared meaningless.

I am therefore formally requesting AskGamblers’ intervention.

This complaint cannot be resolved by repeating that “logs are authoritative.” The unresolved issue is whether the game’s on-screen state complied with its own rules. Either:

• A POWER symbol can legally appear in a locked row and have no effect (which must be confirmed in writing by the provider as part of the game rules), or
• The round did not complete correctly and must be corrected.

I am claiming $5,000 on the basis that a qualifying bonus mechanic capable of awarding that amount was presented to me and not resolved.

I respectfully ask AskGamblers to obtain and review the provider’s rules, replay, and explanation and issue a determination, rather than continuing to act solely as a relay between the parties.

This matter requires adjudication.