Complaint #2
K8 Casino
Inadequate investigation of a bonus feature glitch followed by unfair compensation offer
8 years ago
I was playing the game flowers at 1.80 euros/ spin the 25th of january.
When i finally got the freespins the game went down, and wouldnt start again.
I took a printscreen and sent the complaint to support and they promised to take a look at it.
When I didnt hear anything from them in a week I contacted them again and they insured me that I would get my freespins after their gameupdate, but there were no freespins there.
The they asked a second time for a screenshot and said they were going to send that to the gameprovider. Today (the 6th of february) i wrote a mail to them again and asked if they had some news from the gameprovider and I got this answer:
Hi Linda,
We’re contacting you with regards to the Casino error that you encountered and escalated.
Based from the investigation, our Casino Technical Team identified the issue that you’ve experienced.
They already cleared and resolved it. However, since there was a game malfunction, the potential winnings will not be calculated, and the free spins cannot be continued.
Due to this incident, our Management Team decided to grant your account £25 free Casino Bonus due to inconvenience you’ve experienced.
Kindly note that you need to wager the free bonus 10x for you to withdraw the winnings.
Again, we apologize for the delays and inconvenience this may have caused you.
If you have questions, feel free to contact us via email or through our Live chat.
Kind Regards,
Ron
K8 Casino Support
This doesent feel right to me. 25 euros is not a worthy compensation for something that could have been so much more. Its usually a really good payout for bonusspins at the flowers game. It doesnt seem like they contacted the gameprovider as promised, and that a really concerning thing for me.
When i finally got the freespins the game went down, and wouldnt start again.
I took a printscreen and sent the complaint to support and they promised to take a look at it.
When I didnt hear anything from them in a week I contacted them again and they insured me that I would get my freespins after their gameupdate, but there were no freespins there.
The they asked a second time for a screenshot and said they were going to send that to the gameprovider. Today (the 6th of february) i wrote a mail to them again and asked if they had some news from the gameprovider and I got this answer:
Hi Linda,
We’re contacting you with regards to the Casino error that you encountered and escalated.
Based from the investigation, our Casino Technical Team identified the issue that you’ve experienced.
They already cleared and resolved it. However, since there was a game malfunction, the potential winnings will not be calculated, and the free spins cannot be continued.
Due to this incident, our Management Team decided to grant your account £25 free Casino Bonus due to inconvenience you’ve experienced.
Kindly note that you need to wager the free bonus 10x for you to withdraw the winnings.
Again, we apologize for the delays and inconvenience this may have caused you.
If you have questions, feel free to contact us via email or through our Live chat.
Kind Regards,
Ron
K8 Casino Support
This doesent feel right to me. 25 euros is not a worthy compensation for something that could have been so much more. Its usually a really good payout for bonusspins at the flowers game. It doesnt seem like they contacted the gameprovider as promised, and that a really concerning thing for me.
Screenshot
