13 days I reported a serious fault with a Live Casino game called Boom City that occurs during a bonus round called “Lucky Drop”. The 3rd party game provider is pragmatic play. The fault resulted in being paid out £120 instead of £4020 a difference of £3900.
Timeline of events:
23/09/22 11:09: Fault occurs
23/09/22 12:44 :A screen recording is sent to rhino which clearly shows the game flow and the incorrect payout being issued - video can be found here: https://drive.google.com/file/d/1mlpPwKneWccLOe4AJR4Ygfg-vjoAUXwo/view?usp=sharing
23/09/22 13:23: RESPONSE from Rhino stating they will investigate
I also note at this point my account has been suspended and I can login.
24/09/22 23:02: A chaser email is sent to Rhino asking for an update - NO RESPONSE
26/09/22 21:48: A second chaser email is sent to Rhino asking for an update - NO RESPONSE
26/09/22 22:25: An escalation email is sent to their Senior Supervisor compliance email address, as is stated in their Terms and Conditions - EMAIL IS RETURNED AS UNDELIVERABLE
28/09/22 12:01: The escalation email is sent to the standard customer service email address - NO RESPONSE OR ACKNOWLEDGEMENT OF COMPLAINT
30/09/22 13:02: Chaser email sent to ask for an update and acknowledge my complaint - NO RESPONSE
04/10/22 16:08: An email is sent regarding a different subject enquiring why they have suspended my account
04/10/22 16:22: RESPONSE rhino state they have sent me an email that requires a reply (untrue)
04/10/22 17:10: Ask for clarification
04/10/22 17:27: RESPONSE rhino now send me an "enhanced verification request" that requires me to send bank statements etc
04/10/22 17:30: I reply stating this is the first time they have sent me this and I again ask them what is going on with the investigation into my fault - NO RESPONSE
In summary: it's been 12 days since I reported a serious fault to which I have received no explanation (or the funds that are due) additionally they have failed to respond to any chaser emails or acknowledged my complaint. They suspended my account immediately when I reported the fault, they did respond recently to the query about this stating it was due to a new enhanced verification request but continue to ignore the fault. I fear that they are using this request to not pay out/ignore the fault.
Note this complaint is also to raise awareness to other players about the fault that exists with this game (it is still being offered to customers) and you can see that people are still experiencing it <link is missing>
