On Tuesday, 19th of February 2019 I received 5 freespins in Wild Falls at ComeOn casino. I won 0,20 EUR in the first round of the freespins but immediately received an error message from the slot that demanded me to end the session and to reload. I did so but the same thing happened again and also in the third round, every time after waiting a while and reloading the slot. In the fourth round I won freespins within the game with a total winning of 6,21 EUR. Unfortunately, the slot gave me the error message once again when the feature ended. So when reloading, my last round of the five freespins (given from the casino) gave me the same error message again. After that my balance was 0,00 EUR and I went to the chat, sending screenshots of the error messages and the winnings (6,41 EUR in total). I had to wait a long time and when the chat agent finally entered, it took 33 minutes of explaining and sending the screenshots, only to be told to write it all in an email. What a waste of time.
So I wrote an email with every detail of the situation. Later I went into the chat again and was told that the technical department was on it to solve the problem, yet nobody knows how long this may take since it is a problem on the provider's side. In the evening I was told the same thing. I asked how long such things usually take but was told that nobody knows.
Today I sent another email, asking for the winnings but received no response. So I asked in the chat and was again told that the technical department is on it. The chat agent said that he would set me "on the list" and that the technical department will contact me. I asked him why I wasn't on the list yet since we had spoken two times about this issue and I had written two emails. He then said that he now sees that I am already on the list but he couldn't tell me how long it may take. It is very weird that nobody responds to my emails and that nobody knows how long such things usually take, I asked if I have to come back every day for weeks to ask for my missing winnings and I was told that nobody knows...
What I don't know is if my case is even on the list since I had to remind the chat agent of our previous chats. Seems to me that actually nobody is working on it. Why does it take that long to simply add the missing winnings and/or to contact the game provider so that the problem can be solved?
Please let me know if you need the screenshots and the chats.