Beschwerde #509
Playamo Casino
Feature win confiscated by platform glitch
vor 5 Jahren
Hi Team,
Assume this a common glitch as it's not the first occurrence for me and others across a couple of casinos that use the common Softswiss platform. Issue related to the 'bonus abuse' functionality which may, under certain circumstances, incorrectly confiscate a player win.
Below are the actions which took place over a 10-minute period.
August 21st, 21:23 (AEST) | August 21st, 11:23 (UTC)
Deposit of $75 AUD with $37.5 (50% bonus). This bonus was a VIP bonus applied after the deposit, meaning bonus funds are consumed before player funds (unlike most deposit bonuses where player funds are consumed first).
Starting balance: $112.5 AUD
Bonus wager: $0 / $1500
Began playing Nutcracker by iSoftBet, after 20 or so spins I opened another tab, where I started playing Fu Fortune, also by iSoftBet, simultaneously.
Balance: ~$95 AUD.
NUTC - $2bet $2bet $1bet
FUFO - $1bet $1bet $1bet
NUTC - $1bet THREE FAIRIES!! (Free spins).
Click on screen to start the feature (9:23pm).
FUFO - $1bet $1bet $1bet
NUTC - win additional ten free spins during feature.
FUFO - $1bet $1bet $1bet
Balance in both games is shown increasing > $200 (bet and balance history attached).
NUTC - win win win
FUFO - $1bet $1bet $1bet
Feature finishes after 3 minutes (9:26pm). Balance drops from >$450 down to $59.03, as the platform confiscated the $412 win from the Nutcracker feature.
Active bonus counted as 'lost' from the Fu Fortune bets while Nutcracker feature was being played - the platform incorrectly confiscated funds as part of 'bonus abuse' functionality to stop players who win a feature with bonus funds, but do not start the feature until bonus is no longer active. In my case, the feature was won and started immediately. While the balance in both slots was showing as increasing, behind the scenes the $37.5 bonus incorrectly counted as lost, even though balance did not reach $75 (my original deposit amount).
Requesting that $412 winnings are re-issued WITH an active bonus wager equal to the remaining wager that should still be active of ~$1450 or 4 x bonus of $412.
Attaching bet history confirming the above actions to be true. This alone should warrant the funds returned to the player, however after 11 days am yet to receive an outcome regarding the case (BBCUS-18665).
Thank you, keep up the excellent work.
Assume this a common glitch as it's not the first occurrence for me and others across a couple of casinos that use the common Softswiss platform. Issue related to the 'bonus abuse' functionality which may, under certain circumstances, incorrectly confiscate a player win.
Below are the actions which took place over a 10-minute period.
August 21st, 21:23 (AEST) | August 21st, 11:23 (UTC)
Deposit of $75 AUD with $37.5 (50% bonus). This bonus was a VIP bonus applied after the deposit, meaning bonus funds are consumed before player funds (unlike most deposit bonuses where player funds are consumed first).
Starting balance: $112.5 AUD
Bonus wager: $0 / $1500
Began playing Nutcracker by iSoftBet, after 20 or so spins I opened another tab, where I started playing Fu Fortune, also by iSoftBet, simultaneously.
Balance: ~$95 AUD.
NUTC - $2bet $2bet $1bet
FUFO - $1bet $1bet $1bet
NUTC - $1bet THREE FAIRIES!! (Free spins).
Click on screen to start the feature (9:23pm).
FUFO - $1bet $1bet $1bet
NUTC - win additional ten free spins during feature.
FUFO - $1bet $1bet $1bet
Balance in both games is shown increasing > $200 (bet and balance history attached).
NUTC - win win win
FUFO - $1bet $1bet $1bet
Feature finishes after 3 minutes (9:26pm). Balance drops from >$450 down to $59.03, as the platform confiscated the $412 win from the Nutcracker feature.
Active bonus counted as 'lost' from the Fu Fortune bets while Nutcracker feature was being played - the platform incorrectly confiscated funds as part of 'bonus abuse' functionality to stop players who win a feature with bonus funds, but do not start the feature until bonus is no longer active. In my case, the feature was won and started immediately. While the balance in both slots was showing as increasing, behind the scenes the $37.5 bonus incorrectly counted as lost, even though balance did not reach $75 (my original deposit amount).
Requesting that $412 winnings are re-issued WITH an active bonus wager equal to the remaining wager that should still be active of ~$1450 or 4 x bonus of $412.
Attaching bet history confirming the above actions to be true. This alone should warrant the funds returned to the player, however after 11 days am yet to receive an outcome regarding the case (BBCUS-18665).
Thank you, keep up the excellent work.
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