I have advised management when I was playing with over $30,000 that the computer kept on freezing and the bonus would change out after I saw it come down. They responded it was cookies or my machine and they I won and loss at random and not their software. All the funds were lost and the next day when I went on I couldn't log in. Sent them an email re problem. The next day I get try to start playing and the machine freezes again. I contact a c/s/r and she can't fix the problem and ask her to email management re what as happening. She finally contacts and IT person and I had to advise what game I was playing and it took him 15-20 minutes to fix whatever the problem was since I wasn't told. There was nothing wrong with my computer it was on their end. I feel some of the funds I lost were due to their computer glitch and I should be reimbursed. I have also sent an email to Hailey, a manager at the casino, regarding what happened and the name of the c/s/r who can verify what happened. It has been over a week without any response. After sending the emails now I am having a problem with a payout and can get no response other than we are looking into it. I have played at this casino for a long time but don't understand what is going on or why someone doesn't try to resolve issues immediately. They respond immediately when they want you to deposit funds but not on withdrawals or problems with their software. I am awaiting a timely response.
In addition, Withdrew 2500 the first week of Dec. Processed by the casino on 12/15 and funds not in my acct. They advised on 12/23 they were sending an email to their provider and were looking into it. Today they still have no response.