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Playamo Casino - Feature win confiscated by platform glitch

RESOLVED
Complaint Info
Disputed casino Playamo Casino
Reason Missing Funds
Posted on September 2, 2020

Hi Team,

Assume this a common glitch as it's not the first occurrence for me and others across a couple of casinos that use the common Softswiss platform. Issue related to the 'bonus abuse' functionality which may, under certain circumstances, incorrectly confiscate a player win.

Below are the actions which took place over a 10-minute period.

August 21st, 21:23 (AEST) | August 21st, 11:23 (UTC)

Deposit of $75 AUD with $37.5 (50% bonus). This bonus was a VIP bonus applied after the deposit, meaning bonus funds are consumed before player funds (unlike most deposit bonuses where player funds are consumed first).

Starting balance: $112.5 AUD
Bonus wager: $0 / $1500

Began playing Nutcracker by iSoftBet, after 20 or so spins I opened another tab, where I started playing Fu Fortune, also by iSoftBet, simultaneously.

Balance: ~$95 AUD.

NUTC - $2bet $2bet $1bet
FUFO - $1bet $1bet $1bet

NUTC - $1bet THREE FAIRIES!! (Free spins).
Click on screen to start the feature (9:23pm).
FUFO - $1bet $1bet $1bet

NUTC - win additional ten free spins during feature.
FUFO - $1bet $1bet $1bet

Balance in both games is shown increasing > $200 (bet and balance history attached).

NUTC - win win win
FUFO - $1bet $1bet $1bet

Feature finishes after 3 minutes (9:26pm). Balance drops from >$450 down to $59.03, as the platform confiscated the $412 win from the Nutcracker feature.

Active bonus counted as 'lost' from the Fu Fortune bets while Nutcracker feature was being played - the platform incorrectly confiscated funds as part of 'bonus abuse' functionality to stop players who win a feature with bonus funds, but do not start the feature until bonus is no longer active. In my case, the feature was won and started immediately. While the balance in both slots was showing as increasing, behind the scenes the $37.5 bonus incorrectly counted as lost, even though balance did not reach $75 (my original deposit amount).

Requesting that $412 winnings are re-issued WITH an active bonus wager equal to the remaining wager that should still be active of ~$1450 or 4 x bonus of $412.

Attaching bet history confirming the above actions to be true. This alone should warrant the funds returned to the player, however after 11 days am yet to receive an outcome regarding the case (BBCUS-18665).

Thank you, keep up the excellent work.

Posted on September 2, 2020

Dear @TOKENTIPSY,

We are currently investigating this case with the game provider, we will keep you updated.

Thank you for your patience.

Kind regards,
Playamo.

Posted on September 3, 2020

Hi Playamo,

I've received this reply for 2 weeks, that's okay but can you provide an ETA? How long do these investigations usually take? If not resolved soon, can management review the information and make a decision?

Respect that obtaining the confiscated funds may be more complicated, however your customer was denied a win on your platform and 2 weeks is a long wait given the amount is not substantial.

Thank you,

Tokentipsy.

Posted on September 4, 2020

Hello,

We are very sorry for keeping you wait, however we have no update yet.
I want to ensure you that we will inform you right after we have an update from the provider.

Thank you for your patience.

Kind regards,
Playamo

Posted on September 7, 2020

Hello,

Still waiting.. 3rd week and counting. Will you be providing some kind of compensation for the delay atleast? Confiscating a players funds for weeks is very poor business, especially given the amount of funds I've deposited.

How about $500 with no wager so I can cashout and find a new home...?

Tokentipsy.

tokentipsy Victoria
Posted on September 8, 2020

Hi Team,

Feature win was credited to my account with wager today. This case can be closed.

Thank you for your assistance resolving the matter.

Tokentipsy.

AskGamblers
Posted on September 8, 2020

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

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