Complaint #7
Twin Casino
Winning lines not paying and impossible betsize
6 years ago
Hello,
on December 19th 2019 I received 10 freespins in the slot XMas Magic from Play'n Go at Twin Casino during a promotion.
Several winnings were not credited while playing the freespins. I made screenshots of two winnings that were not given due to obviously inactive winning lines (did not manage to make screenshots of the others that were not given before).
I went to the chat and asked Kenneth if all winning lines were activated which he confirmed.
Yet the betsize was only 20 cent even though it is impossible to play for 20 cent all in all at this slot.
The minimum is always 50 cent (50 lines x1 cent = 50 cent all in all).
Kenneth said that my betsize was only 30 cent and that everything was correct.
I told him about the 50 paylines and sent him screenshots from the winnings that were not given.
I also had one freespin left when we chatted and when I played the last freespin the win was not given once again.
He then asked me to send him the bets shown in my gaming history but there were only 2 bets shown with a winning of only 8 cent. How is this possible when the minimum is 50 cent in that slot and why weren't all bets shown in my gaming history?
Followed by a to and fro of emails with the support I was told that my betsize was only 20 cent.
After several screenshots of the missing winnnigs, the marked paylines and also screenshots of winnings and betsize in a demo modus in order to demonstrate what lines are paying, I received an email with the request to mark the paylines...
Obviously, the support had not even checked my screenshots.
There were several more emails in which I was told that the issue will be forwarded and checked.
Then, on January 2nd 2020, 23 days later, I received an email that states that the provider claims that everything was correct.
How, when 1 cent x50 lines is actually 50 cent and not 20 cent?
Why did the slot show all 50 lines activated and 1 cent bet when in fact my betsize during freespins was only 20 cent?
Why is my gaming history incomplete and only two bets shown at that slot and why were the lower paylines not paying?
Despite askig for an explanation multiple times nobody has ever explained why the winning lines did not pay and how this betsize is even possible.
Due to that all I could not continue and finish the Christmas promotion and lost the chance of reaching the finishing post of it, therefore lost all possible bonuses.
on December 19th 2019 I received 10 freespins in the slot XMas Magic from Play'n Go at Twin Casino during a promotion.
Several winnings were not credited while playing the freespins. I made screenshots of two winnings that were not given due to obviously inactive winning lines (did not manage to make screenshots of the others that were not given before).
I went to the chat and asked Kenneth if all winning lines were activated which he confirmed.
Yet the betsize was only 20 cent even though it is impossible to play for 20 cent all in all at this slot.
The minimum is always 50 cent (50 lines x1 cent = 50 cent all in all).
Kenneth said that my betsize was only 30 cent and that everything was correct.
I told him about the 50 paylines and sent him screenshots from the winnings that were not given.
I also had one freespin left when we chatted and when I played the last freespin the win was not given once again.
He then asked me to send him the bets shown in my gaming history but there were only 2 bets shown with a winning of only 8 cent. How is this possible when the minimum is 50 cent in that slot and why weren't all bets shown in my gaming history?
Followed by a to and fro of emails with the support I was told that my betsize was only 20 cent.
After several screenshots of the missing winnnigs, the marked paylines and also screenshots of winnings and betsize in a demo modus in order to demonstrate what lines are paying, I received an email with the request to mark the paylines...
Obviously, the support had not even checked my screenshots.
There were several more emails in which I was told that the issue will be forwarded and checked.
Then, on January 2nd 2020, 23 days later, I received an email that states that the provider claims that everything was correct.
How, when 1 cent x50 lines is actually 50 cent and not 20 cent?
Why did the slot show all 50 lines activated and 1 cent bet when in fact my betsize during freespins was only 20 cent?
Why is my gaming history incomplete and only two bets shown at that slot and why were the lower paylines not paying?
Despite askig for an explanation multiple times nobody has ever explained why the winning lines did not pay and how this betsize is even possible.
Due to that all I could not continue and finish the Christmas promotion and lost the chance of reaching the finishing post of it, therefore lost all possible bonuses.
Screenshot
