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ComeOn Casino - A software glitch which no one cares to fix

Complaint Info
Disputed casino ComeOn Casino
Reason Software glitch
Amount £ 400
waitress392 United Kingdom Message
Posted on October 18, 2014

i was playing a game hot gems on the Thursday i played quite a bit of money into it when finally i won 60 pound and the free spin bonus just as it went to go onto the free spin bonus then the game jammed so i came out of the game and 15 minutes later went to go back on to resume my game and the game had completely disappeared without giving me my 60 pound and my free spin bonus (i play this game alot and the bonus round alway pay between 100 at the lowest to 300 my highest) so i was very glad to have won the free game as i had played about 400 pound into that game and was starting to worry. i then contacted the live support team and i was told that the should be back on later and it will resume from where it left of i cheaked later that evening and still no game i then contacted them again the next day and was told that ther was a problem playtec site they dont no when it will be back on and it will resume from where i left of i then went back on the next day and still no game so i contacted the live team again to be told that come on had asked playteck to tack of the game of there site as come on casino was having problems with them i asked cant they put the game back on so i can finish my game and i was told that they will contact playteck but they are not very good at resolving problems that is is why we have told them to remove some of there games i was then told to wait and they will email me when they get a response i then went back on the net day and still nothing i messaged again and was told i have to wait but in the mean time there are plenty other game so play them i responded with i have no more money as i played it all into this game and my money is stuck in there and i heard nothing else i feel rely let down i put money into a game and when it was suppose to pay me it disappeared i am now 400 pound down and no one seems to care as long as they have there money .

Posted on October 3, 2014

Hello Waitress392,

My name is Jenny and I work with the Customer Service team here at ComeOn! Apart from this situation, I hope that you are well.

Let me give you an update on the situation. This is a technical matter which has to be solved before we put the games back. It is not possible to put one game back for one person in order to finish a game round I’m afraid. Rather, we are working on a fix to the problem so that we can put back all the Playtech games for all our players as soon as possible.

There is a solution in progress which will be tested next week. If all is OK we will put the games back then. We are anticipating the game rounds to continue where they were interrupted. Hopefully this will be the case and then you can continue to play. If they reset, we can have a look into the case again for you.

I would like to ask for a bit more of your patience (even if I know this is very annoying) and we will let you know once the Playtech games are back. If you could then please go in and check if the game round continues or not and let us know, that would be great.

In the meantime I have added 25 Free Spins into your account. They work on for example Gonzo, both on desktop and mobile! And as always, winnings from your Free Spins are completely free from wagering.

Good luck and we’ll be in touch soon.
Kind regards

waitress392 United Kingdom Message
Posted on October 5, 2014

ok i will wait until next week but i was told by one of your live team that he could see all the playtech games on his side so it should be on and it was not it is the only game that has disappeared thanks for a response and hope to hear from you next week

Posted on October 6, 2014

Hello! Hope you've had a good weekend. We don't have any more information just yet, but we will be in touch as soon as possible :-)

waitress392 United Kingdom Message
Posted on October 8, 2014

this has been 12 days now and i am starting to get very angry i played these games on the hope that I win money that is why i put my money into this casino and if i win i do not expect to have to wait 12 days you don't wait 12 days to take the funds from my account that is not the service i am paying my money for i am putting money inn to play games and if i win get my money i hope this get resolved soon as you did say that you had a solution and that it should be sorted this week

Posted on October 9, 2014

Hello again Waitress392,

I understand that you are feeling frustrated about this, and if I had a magic wand I would solve the problem for you right at this moment! As mentioned, we are working on a fix that we anticipate will solve the issue. It is not quite ready yet I'm afraid, so we are going to have to wait a bit longer. We can't say exactly when it will happen since technical issues can be quite complex. I promise you that we will get in touch as soon as we have some more information.

Have a lovely evening and we'll speak soon.

waitress392 United Kingdom Message
Posted on October 9, 2014

OK i will carry on waiting as i have only been waiting two weeks the game must be completely broken for it to take this long i don't understand how playteck cant tell you how much the game was paying out as a game no what it is going to pay out on the spin as this happened in a other casino and they credit my account with in a hour as they could see what the game would have paid out thanks waitess392

Posted on October 10, 2014

Hi again Waitress392,

Can you please try the game now? It's back online :-)


waitress392 United Kingdom Message
Posted on October 11, 2014

hi i have gone to the game and it has not resumed from where it left of i contacted the live team and was told that i will have to wait as they investigate the matter how long is that going to be i thought that was why i have waited so long and i was told that it should resume from where it left of but i new that would not be the case this is not fair the game was very happy to take 400 hundred pound of me then when it is time to pay out it disappears i am very unhappy with this matter please can someone sort this matter out as all i want to do is play games and not have to keep checking that my problem has been fixed thanks waitress392

Posted on October 13, 2014

Hi there Waitress392,

Thanks for testing the game and also for getting in touch with our support again. It’s a real shame that the game didn’t resume where it was stopped. However, we have to accept this fact now.

What happened was that the game round where your stake was £5 was not completed and the game round was reversed. This means that there is no win amount available for this round since it was not completed. That also means that there should be no stake taken from you. Just to be clear, you will not gain nor lose anything on this round.

We can’t re-create the bonus-round, however, as a compensation for the wait we have put the £60 plus the £5 stake into your account.

I wish you the best of luck with the games now!

Have a lovely Monday evening.

waitress392 United Kingdom Message
Posted on October 14, 2014

t is not good enough that is not true there was a game in play as it took 5 pound for that round then i won 60 pound and then it went to go onto the free round and then crashed i played 400 pound into that game and if the game had not broke on that time i portentously could have won 300 pound back on that round 60 pound is not good enough if the game was faulty and not playing correct then i want all my money back that i paid in as the game was not doing what it was suppose to do i am not happy with this response i have waited near three weeks for you to fob me of i would like to see proof that it was incomplete of course it was incomplete as you wipe the game before it could complete if you did take the game of then it would have resumed where it had left of on that day if i do not get this matter resolved then i will take this to be investigated fully as i feel cheated out of my winnings.also when
the game crashed i clicked out then i clicked back in and it resumed but just kept crashing when it tried to load the free game then i left it for 10 minutes and the game had disappeared so i feel you don't no what happened so you are trying t fob me of with 60 pound i will wait for a response before taking things further

Posted on October 18, 2014

This complaint is unresolved. Unfortunately casino and player can't find a common ground to solve this issue.

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