Recently my favouriate game Holmes and the stolen stones was offline for about 4 days undergowing maintenance.when the game returned I was very quickly back playing it .i noticed after i deposited several times and played that each time I left the game to deposit more money upon my return any progress I had made as far as collecting the free game/jackpot feature shards had not saved and had reverted back to the games position that was saved prior to the game been taken offline for maintenance.i contacted support and was told that there was no issues with the game ,it was working fine and pretty much told I must have been wrong and perhaps I hadnt collected as many shards as I claimed .
So I continued depositing and playing and it wasn't long before I had collected four shards for all five colours on relatively decent bet amounts that I once again ran out of money and had to leave the game to deposit only to return to find I had lost all progress /saved stones ,I was furious I instantly contacted support which again were rude and not very understanding or helpful . The asked me if I had screen shots or proof which I didn't as I was told the game was operating fine and didn't believe that this would happen again . They did say they'd look into it but I could tell they didn't really care . I did everything they asked me to do as far as clearing my cookies and data etc .
I didn't go back onto this game as at that point I had deposited approximately 250$ -$350 and played it on this game ,and not had any game progress saved . I was absolutly devasted . After a few days I contacted support and told them that I should be reimbursed which they didn't really acknowledge but they assured me 100% that the game was now all sorted and the issue I had with the game had been rectified , upon this advice I once again deposited 60$ and logged into Holmes and the stolen stones , I put it on $2 a push and at periods stepped it up to $4 ,I collected several stones and played for about 40 mins before I was down to insufficient funds .
I then left the game as I had to go out to tea with my family , I was so excited to log back in after dinner as I was one chard away from receiving the free games on two colours .i deposited more money and returned to the game only to be completely shocked that my game progress had not been saved and I was once again back to nothing .
Now this time I was smart enough to take a couple of screen shots . I contacted support and really didn't receive a great deal of sympathy and was pretty much told the same thing as previous conversations with support . They said that' they would send the issue to the game provider .
The days that followed I had to chase them up over the issue I received very little information . After me continuing to hassle them I was told they had fixed the issue and the lost game progress had be added to the game .now they would of had to backtrack and look at my prior gameplay history to know the value of each individual shard that I collected so this tells me they have access to my individual spin history however they only compensated with the single session where I provided the screen shots for even no they would have had full ability to see that the weeks prior to this the same malfunction had happened and I was clearly at a loss . I believe that I was unfairly treated regarding this issue as I raised this problem with support on multiple occasions and was made to feel like I was lying . I was assured the game was functioning flawlessly on two different occasions prior to loosing more money and loosing game progress
I was told that the fault was likely due to an issue on my end .
Finally Vera and John admitted to malfunction existing and that its was intirely on there end and this is obvious as they restored the lost game play of one session .
I wasn't the only player that experienced this malfunction and loss of saved progress which ultimately means loss of money as every body only plays that game for the free games feature and the chance of winning a jackpot
I feel I wasn't reimbursed anywhere near what I should have been ,and believe Vera and John were unfair in this instance . As a player who has deposited over $40,000 since December last year I truely expected to be treated a lot better then I have been .
And I truely believe I was ripped off in this case
And deserve a fairer outcome