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Rizk Casino - Inadequate investigation of game glitch during a bonus round in Rainbow Riches Megaways

RESOLVED
Complaint Info
Disputed casino Rizk Casino
Reason Software glitch
JinglyCat United Kingdom Message
Posted on July 31, 2019

Hi there

I have been lurking around this site for a few years but never actually registered here. I do have an issue now and hope you guys can provide some valuable assistance!

Basically during a bonus buy-in round on Rainbow Riches Megaways the game glitched and froze. Unfortunately this happened during the round where i got a very rare Super gem which converts all of the other gems into the same kind for massive wins. My screenshot shows that im about to win a big amount due to a 18-ways gems on x7 multiplier. On top of that i have other active lines with 10s hitting as well and additional spins.

While this may not be relevant but i have bought over 2k in bonuses on this game chasing this very scenario ( i.e getting super gem multiways on high multiplier) and when i finally got it the game crashed. The minimum returns already (without even counting additional spins) would be several hundred x to several thousand x depending on the symbol.

I have contacted the casino about it and we have gone through the usual cookies&cache nonsense and none of it worked. I have tried different browsers and other devices and the game would always get stuck at that same point every time.

They said that would check with a provider but later that evening just credited me £30. The live chat agent was quite contradictory as to why this was issued etc... He said that my exact winnings from the bonus round were £30 which is impossible given the state of the bonus game.

Also worth noting the buy-in was £60 but i managed to gamble it via one of the feature from £30 stake. This would make base bet of a £0.60. Also i have just noticed that the total bet is showing as £0.30 on the screenshot, im not really sure why as the game does not offer that stake. Perhaps its to a glitch in that round.

So where do i stand here, do i really lose all of my winnings from that round? This feels really bad after playing the slot for so long and finally getting a nice hit for winnings to be completely "removed". Surely they are logs that would show how much i would win in total for the round, surely the game provider has that as the outcome is predertimied once you have bought the bonus?

Also the game is no longer stuck in session on my account so i assume they have reset it for me...

Looking forward to your replies and thanks in advance!

JinglyCat

Posted on August 1, 2019

Hello and good day JinglyCat.

I'm sorry to hear that the slot malfunctioned, I will, of course, look into this for you.

To be able to give you account-specific information please send a copy of this complaint to [email protected] from the email connected to your Rizk account so that we can give you any sensitive information via our email domain.

I hope and believe that we can find a good solution for this.

Best regards,
Oscar
Rizk.com

AskGamblers
Posted on August 5, 2019

Dear @JinglyCat,

Please let us know if there's an update regarding your ongoing complaint. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

JinglyCat United Kingdom Message
Posted on August 7, 2019

HI

My complaint has been successfully resolved. I would like to put on record the additional length the Rizk casino have gone to come up with a resolution that was acceptable to both parties.

Cheers

Alex

AskGamblers
Posted on August 7, 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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