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Spinit Casino - Failed with providing adequate and fair investigation on software malfunction

UNRESOLVED
Complaint Info
Disputed casino Spinit Casino
Reason Software glitch
Posted on June 7, 2017

29th April, 2017, ~4AM and just after (UTC+10), I won features on BOTH Emperor Of The Sea and Multi-Player Wheel Of Wealth. I was asked for the screen shots, which I provided, and after some investigation I was told that despite the screen shots CLEARLY showing the features triggering, but not starting, that there was no missing spins. MicroGaming had informed SpinIt.com to close the case, BUT, I persisted.

After I refused to let the issue go, they discovered that it was an error with HTML vs FLASH versions of the game. Note, I had not changed anything in my set up or settings between playing and initiated the games in exactly the same manner as always. I was then instructed to reload the games and after much fuss, Emperor Of The Sea displayed "won $198.xx", a rather small amount for a spin at just over 4 dollars on that particular game, but none the less, money. Having also tried to load up Multi-Player Wheel Of Wealth in the same manner, it showed my bet amount, and just a loading screen many many times, that would never progress beyond the load symbol, even when left for 20+ minutes.

Also note, I had provided them with all the required information on day 1, the date and time, screen shots, bet amounts, game names, etc etc etc... On day 35 of this whole affair I was asked for this information again, as though they had simply lost it... but we've got ahead of ourselves now. Let's back track to about day 10.

I was told that I would receive a phone call, and as an Australian, I waited up until about 6AM before I passed out, no phone call as promised. This was SpinIt.com's customer service in general for the first 20 days or so of this. When ever I was told I would receive an email or a phone call "tomorrow" it never came and I would log back in to see what was going on. Essentially the story has been the same from them since day 1. "This isn't our fault, it's MicroGaming's, and we can't do anything about it until they authorize Vanguard Server access so that the missing funds can be credited". Oh, yes, they have located the funds, but continue to have "technical difficulty". Sidenote here, comments on FB left by MicroGaming place the fault squarely on SpinIt.com, obviously I do not know who's telling the truth here anymore.

There was 1 occurrence that I missed a call, because I had not updated my new phone number for them, and SpinIt.com provided a 10 dollar bonus, and 2 sets of 30 spins (value 6 dollars each) over the course of the problem. So I want to be fair in representing what HAS happened in my favor here too. Unfortunately, the waiting for phone calls, the inability to finish the play session, the waiting on credits, and the eternal "we will know tomorrow"'s in my opinion, and I hope in yours, FAR out weighs these gestures.

I will attach screen shots if requested of some of the relevant emails if that would help, but mostly the conversations have happened in Live Chat Support, where in general, they have commended me and agreed with me that it is an unfair situation and that I have been extremely patient, going as far as one representative stating "you're the best guy ever" as well as multiple "you're very informed about the industry".

In essence, it's very hard to sum up the experience, except that it's been constant reassurances followed by constant waiting and failure to conclude the situation. Please inform me how to extend or make this complaint more robust in specifics and I will amend it with anything available, as directed.

Thank you,

With Kind Regards,
Matt < surname removed >

Posted on June 8, 2017

I have been issued an email claiming ALL spins were successfully paid. They have not accounted for the screen shots SHOWING the feature triggers, and the fact that the account was deducted money on a win as well!

I need to escalate this to all authorities they are bound by as they deem the case closed, and OMG, no way is this closed. Please advise?

I will gather EVERYTHING they have sent me in screen shots and provide all communications that I'm able to if that will help?

Posted on June 8, 2017

This is the truncated email dialogue going back and forth. In date order, the only missing emails are ones that translate to "we don't have an update at the moment and we will email you when we do"...

Posted on June 8, 2017

This is the Screen Shots of the feature triggers that would not load that they reference multiple times in the email as being in the rollback server, and then deny ever having existed at all.

Posted on June 8, 2017

Management refused to converse with me, claiming the email denying the problem was CASE CLOSED.

I have presented all the above screen shots to them and asked them to call me before midnight my time today. I waited SO long at their requests to be patient and not make any complaints, but no... I can't be polite anymore like I was. It's ridiculous they would do this.

Posted on June 11, 2017

Upon emailing them why they are not covered by Ecogra, which they show they are on their website they informed me the following?

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