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LeoVegas Casino - Game feature glitch still not resolved after weeks of waiting

RESOLVED
Silversan United Kingdom
Posted on March 28, 2019.

On 21st Feb 2019 I was playing Prize of the Valkyrie on Leo Vegas, during the game the feature 'jackpot wilds' was triggered. The game reels continued to spin for 10 mins. I logged out and back in assuming there was a session timeout. When I logged back into the game it auto started in the same game. I tried 3 times with the same result. I emailed Leo Vegas on 21st Feb they advised it had been investigated and there were no unplayed rounds. I should clear cookies, uninstall and reinstall the app etc. I did so.

By 8th March i had a new mobile phonw and still each time I logged into my account and opened Prize of the Valkyrie the game would auto start in the unplayed round.

I emailed Leo Vegas again on the 8th March this time with a video of my phone showing from log in to opening the game how it auto started in the same game.

Leo Vegas responded on 11th March that they would see if it was something they could deal with or have to pass to the game provider.

Since then there has been no response and the unplayed round had vanished.

I am a 10p 20p stakes gambler, I'm not expecting to have won hundreds of pounds I would have just liked the issue resolved properly

Posted on March 28, 2019.

Hey Silversan,

Thanks for taking the time to leave a review,

I am disappointed to hear that you are dissatisfied with the service our agents offer. Our customer service staff are trained to the highest abilities and each one completes comprehensive training in both our casino and sportsbook as well as customer service skills. I'm afraid, however, they can only offer the information which is available to them, if the relevant department has advised this needs to be escalated to the game provider our customer support staff would only have that information.

Unfortunately, as this is a public forum, I have been unable to locate any account specific information and therefore I would ask you to kindly send an email to [email protected] from your registered email address and we will be more than happy to look into this on your behalf.

Thanks in advance.

Silversan United Kingdom
Posted on March 28, 2019.

Dear Leo Vegas

Thank you for responding here and thank you for the email to my private email address that you have now looked into the issue from 21st Feb, located the unplayed round and credited my account with the £5.20 that would have been the winnings had the round played.
I am disappointed that it took publishing the complaint on a public forum for the issue to be resolved properly, as I stated, I was originally advised it had been investigated and there were no unplayed rounds, I should clear cookies and history and uninstall the app etc

Kind regards

AskGamblers
Posted on March 28, 2019.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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