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Golden Star Casino - Queen of ice massive win glitch

RESUELTA

Información sobre las quejas

Casino en conflicto

Golden Star Casino

Cantidad

$ 9800

Publicado el 31 de agosto de 2022

On 25th August I deposited approx $10,000 and played throughout the day, at around 3pm EST I won a feature on queen of ice slots. After the feature finished I continued to play and noticed that some slot wins weren't calculating or registering, I started to record the slots on my iPhone.

As you can see from the evidence I had a stacked wild on the first reel, various spins went by stacked wild on first then all queens. Nothing, then I hit (what I thought was a big win) 4 stacked wilds and center slot was some high winning icons.

It only paid $1000. from my calculations that should have paid close to a jackpot win (around $15,000. I was playing at $25 a spin!!! I was completely devastated. I contacted the VIP casino manager and she replied stating 'As I can see, all your bets were calculated correctly.'

I've continued to ask for help but they still haven't offered a resolution almost a week after the incident! something isn't right here. No response from their 'provider' either. The longer this goes on the more I fear they are just going to brush it under the table. I should have been paid out from those wins and I wasn't.

Please help get to the bottom of this.

Link to iPhone playthrough.

https:­//y­out­u.b­e/_­Slt­eiAbbe8

AskGamblers
Publicado el 2 de septiembre de 2022

Dear Golden Star Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Publicado el 2 de septiembre de 2022

Absolutley disgusting. They suggested I deposit another $1000 and they will match it, I did so and then deposited a further $3000 only for them to DISABLE my account with no reason (I imagine its because I complained about the errors)? They have taken almost $15,000 off me this week and that's not counting the $ they should have paid out for the errors. DISGUSTING

Publicado el 2 de septiembre de 2022

They waited until i deposited and wagered all my funds then disabled the account immediately after the last $ was gambled. No Reason, this has to be investigated. From not paying out and claiming a 'visual error' after I deposited 10,000 and now a further 4,000 they just disable the account. Theyve happily let me deposit all day!!!

Publicado el 3 de septiembre de 2022

Dear Luckyelfissues and Askgamblers team!

We are writing to clarify some details regarding this complaint. We would like to pay your attention to the fact, that the case was transferred to the gaming provider immediately after user contacted us and informed about his case.

The provider checked everything and reported that it was a visual bug.
The provider said that they are aware of the problem and are already working on it.
The problem is related to the "Sticky Wild" feature, which is not part of this game, in this case, the "wild" symbol is stuck on the reel even though the server sends different symbol indexes.

As soon as we got this information we informed Luckyelfissues about that fact, and explained all the details. However, there was no understanding on the player’s side.
That is why we requested proofs, and would provide you as well as the player via email immediately after getting them.

We hope for your understanding and cooperation in this case.

Regards,
Golden Star Casino VIP team

Publicado el 3 de septiembre de 2022

So I deposit over $10,000 that day and when I WIN its a 'visual error' - This doesn't seem right? So If I see Wild on the screen then It doesn't have to pay out that? Its not my fault there was a visual bug and I should be compensated. SO, then casino then encourages me to deposit more, stating (But you can win more if you are lucky?) so I deposit over $4000 then get this . . . . They disable my account?! Something doesn't add up here? Am I going crazy? Your explanation offers no resolution and forgets to mention that you disabled my account after then going to encourage me to deposit more!!!!!!

Publicado el 5 de septiembre de 2022

Dear Luckyelfissues and Askgamblers team!

Our team provided you with all the information and proof about this case.

We are sorry for that situation and you can contact us to provide more information if needed, we are always ready to cooperate.

Dear Luckyelfissues, your account was blocked under further investigation by the administration's decision. It was a temporary measure in order to clarify the situation

Once again, we are sorry for all the inconveniences and are always ready to cooperate and assist you.

Regards,
Golden Star Casino VIP team

Publicado el 5 de septiembre de 2022

This message does nothing to explain what has actually gone on here. The facts are :

- I deposited over $10,000
- When I came to a big payout in Queen of Ice slot you blamed it on a visual error. (see video) https:­­//­y­o­ut­­u.b­­e/­_­S­lt­­eiAbbe8
- You then make an offer for 'compensation' if I deposit $1000 you will match it but with a x3 wager.
- I then deposit a further $4000 for which you then close the account! with no valid reason . . .


THESE ARE THE FACTS. The gambling community is seeing this with their own eyes . . .You have not offered adequate compensation! I am the victim here - anyone with any common sense would not accept your terrible offer.

Publicado el 8 de septiembre de 2022

Dear, LUCKYELFISSUES,

GoldenStar team understands you and we hope we can find a solution in this case.

First of all - we've closed your account temporarily, to double-check all info and in order to keep you from repeating the bug situation until we find a compromise.

As for the visual bug - right now we've contacted the Game provider once again per AskGamblers request in order to get an official answer and more details. Once we'll get that - we immediately provide AskGambers with a result.

We respect you and value you as our player and once again - the account is closed per administration decision as a temporary measure until we'll deal with the game provider. As for the compensation - we provided you with a bonus that we think may be appropriate as due to the current investigation - GoldenStar casino are not to blame in the situation that happen.

If the situation will change after further investigation - we are ready and open to discuss any further measures.

Regards,
Golden Star Casino VIP team

Publicado el 9 de septiembre de 2022

If you respect and value me as a player you'll payout the winnings from my spins . . Lets not beat around the bush any longer here. Facts are I deposited over $15,000. When it came to a big win you didn't pay out. Offered a match bonus (for which I had to deposit) and wager x3 . . .Thats not fair compensation. Lets hope that you can do the right thing here.

For all the players messaging me on youtube and through here thanks for your support. Literally had over 30 players asking whats going on. Something isn't right here and the right thing needs to be done.

Publicado el 12 de septiembre de 2022

Dear, LUCKYELFISSUES!

We are still waiting for additional information from the game provider. Once we'll get it - we'll inform you and AskGamblers immediately.

Since 3rd parties are involved - we would really like to wait until an official statement from the game provider and extra checkups in order to provide you with the best solution for further negotiations.

We really hope for understanding and waiting for extra information from the game provider per AskGamblers request

Regards,
Golden Star Casino VIP team

Golden Star Casino Quejas

  • 21 de 21 Resuelta
  • 1 día Promedio de respuestas
  • 1 semana Duración media de la queja
  • 5,537 USD Importe medio

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