21 Prive Casino - Win up to $2700 not paid

Our tech team is now aware of the complaint and looking into the matter. Apologies that this wasn't looked at sooner. I will update here as soon as we get feedback.

Thanks,

Marc < surname removed >

I have received an email from support saying that I need to clear my cookies and cache and restart and login. It says that the game round was stuck and that I can now go back in and play as normal. However the game just loads to the start as if I’ve had no free spins or winnings at all. Again the issue is that where has the $750 of winnings gone along with the fact that I had one respin remaining with 4 Locked wild reels and the chance to win 1000x my bet if the final wild landed.

Here is screenshot of the respin where I had the 4 wilds land. This is just before the game glitch. This spin at $2 if you look at the pay table is alone worth $504. As there are 14 oranges and 13 spades. The support here tell me that the game is cleared and I can now play, and that the bet spin has been recredited to my account- I’ve now complained again saying I don’t care that the game has reset and now can be replayed- what has happened to my winnings? I keep telling them that I already had won $750 and still had 1 respin left with 4 locked wilds with the potential to win another $2000. And they are not answering me- all they are saying is that the game round is now clear and I can go in and play- awful customer service- up until this point is really enjoyed playing at this casino but this has put me right off. Fully avoiding the issue.

We are still waiting for information we requested from Netent.

After receiving the requested information from Netent we can let you know how to proceed further.

Kind regards,

The 21Prive Team

Real helpful.

Hello swampfox007,

We apologise for the delay in response, as well as the initial confusion you experienced communicating with our support team. This was an exceptional situation and we had to wait for NetEnt to first complete their investigation into this issue and provide us with the necessary information before we could proceed.

Despite the incomplete status of the final spin, we have decided to compensate you the full potential win amount.

The full potential win amount of $1,479.44 NZD has now been credited to your cash account.

Kind regards,

The 21Prive Casino Team

Dear @swampfox007,

Please confirm if the issue has been resolved. Keep in mind that 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.

Thank you for your cooperation.

This is now resolved

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.