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Slots Cafe Casino - Refusing to investigate game glitch

REJECTED
Complaint Info
Disputed casino Slots Cafe Casino
Reason Software glitch
Ganonymous United Kingdom
Posted on July 22, 2019

I was playing a slot that I frequent often called Cricket Legends. There is a feature in which a random spin can throw rows of wilds on the screen to help get a big win. I had it stopped with 5 of a symbol in a row including 2 rows of wilds and the game just froze on that spin and then reloaded itself and when it reloaded the spin was completely different and I had lost instead of won. I immediately went to the chat in customer service and they were very condescending and difficult and would continue to give me generic response. I tried to upload the screenshots to show them in the chat but they make the file limit so small on purpose to inconvenience you. Therefore I had to send it by E-Mail and they told me they would respond within 24 hours. I sent everything with the screenshots and got no response. I then went back into the chat and they claim they never received my E-Mail so I had to send it again and make them confirm they seen it while still in chat and again they told me 24 hours for a response.Almost a week passed and they never responded so I simply closed my account. I was going to file a complaint with the kahnawake gaming commission but then I found out that they aren't even licensed at all anymore. I wanted to share this experience so that no other player would have to go through this. Considering they are unlicensed, I closed Slots.LV and Ignition as well since they are all owned by the same company and they are all currently unlicensed meaning they can be as rigged as possible and there will be no recourse.

Posted on July 23, 2019

I am sorry to bear about your difficult experience. I assume that the site you were playing on was slots.com which has nothing to do with Slots.Cafe. To b e clear - this game does not exist on Slots.Cafe. We have over 1000 exciting, tested and fair games from all the top providers but this is not one of them!

Slots.cafe is licensed by the United Kingdom Gaming Commission and Malta. Our games are tested to be fair and you can always complain as per the website to independent arbitrators if necessary.

AskGamblers
Posted on July 23, 2019

Dear @Ganonymous,

AskGamblers Complaints Team is kindly asking you to clarify whether your issue is related to Slots Cafe Casino or some other casino brand instead?  Please be in aware that that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Rejected upon player's inactivity and it will be closed accordingly.

Thank you for your cooperation.

Ganonymous United Kingdom
Posted on July 23, 2019

Dear Slots Cafecasino,

I spoke with askgamblers support to clarify some things and I’ve realized that while my complaint did happen and is legitimate, it was not on your website. I was using the Cafecasino which had the URL: Cafecasino.lv and I realize now that your casino is actually completely separate and I made the mistake because the names were closely identical. Askgamblers also stated that they don’t actually have the correct Cafecasino.lv even listed on their website so therefore I can’t even submit one against them which is unfortunate. I would like @askgamblers to reject this complaint to Slots Cafecasino and please create a listing for the correct Cafecasino so that this complaint can be properly filed.

To slots Cafecasino I apologize for the confusion and thank you for taking the time to respond.

AskGamblers
Posted on July 24, 2019

Based on submitter's last post it is obvious that complaint has been submitted for the wrong casino brand. Therefore this case has been rejected and it is officially closed now.

Thank you all for your cooperation.

AskGamblers
Posted on August 6, 2020

Based on submitter's last post it is obvious that complaint has been submitted for the wrong casino brand. Therefore this case has been rejected and it is officially closed now.

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