Mr Green Casino - Software glitch issue still not resolved after 4 weeks

Dear Cardiffdiva,

I hope that you are well and thank you so much for your feedback.

First of all let me just stress the fact that I am very sorry to hear that you have had to wait such a long time for this issue to be resolved and I fully understand the frustration.

As soon as there is an issue with a game we do our best to resolve the issue, but in some cases we are unable to do so. We then have to contact the gaming provider and rely on them to resolve the issue on their end in order for us to provide you with a resolution.
Mr Green always puts his players first and I can assure you that we do our best to speed up the process by contacting the gaming provider almost on a daily basis asking them for an update on the issue.

We will keep contacting the provider regularly pushing for the issue to be resolved. I will do my best to get this resolved in the shortest time possible and I will keep you updated on the progress.

Thank you so much for your patience and understanding.

Many thanks for your reply to my ongoing complaint. Can we agree on formal a cut off date to resolve this? This could be neverending if Playtech dont respond. I spoke with Francesca yesterday and she funded me a £10 bonus as a gesture of goodwill for the length of time this is taking to resolve. A little frustrated as this can clearly be seen as an incorrect calculation of the win owed & all that needs to be done to resolve this error is to calculate the correct win and pay this out. Had this been an overpayment by Mr Green's error it would be rectified immediately and I understand that all that needs to be done is for you play back the game session to see where it went wrong. Why hasn't this been done from your end yet please?

Dear Cardiffdiva,

I hope that you are having a relaxed evening.

Just contact us via email and we can provide you with a date right away. Once again really sorry for keeping you waiting this long.
Looking forward to your email and stay classy with Mr Green!

Hi,

I received an email on the 11th confirming my account had been credited with £22.40 (as per the screenshot), kindly received, however, ive since queried this as its still incorrect. The screenshot was the incorrect win calculated during the final spin of the bonus round. I picked 3 gravestones at the beginning of the round which gave me a multiplier of x3. The Dr. Symbol shown on the final reel turned to multiplier of x15, so the win calculation is still massively out. Ive already explained that by the time I had taken the screenshot the background shown during the bonus round had dissappeared and reverted to normal gameplay BUT Playtech will be able to confirm it was won during the bonus round surely. There was most definitely a glitch as I did not even have the 'total won' screen pop up at the end.

I had a response from Michael, who said the win was calculated from the screenshot. (Ive waited 4 weeks for a response from Playtech?)

I queried it and was responded to by Francesa, who stated the calculation is correct as the Dr Blackwood Symbols only turn wild if the full moon symbol appears. Communication was being crossed here as that only happens during normal gameplay, this was won during the bonus round where you do not need a full moon symbol. They were clearly working off just the screenshot. They said they've had information off playtech, but it only appears to be the rules to the game that they have received.

Have playtech played back the game session to confirm that my win was indeed won during the bonus round? What information have you received back from Playtech exactly please?

The calculated win should come to £336 and not £22.40. The 15x multiplier should therefore turn my initial bet of 20p into £3 per line.

Kindest Regards

Cardiffdiva

Dear Cardiffdiva,

Thank you for getting back to us.

I have provided you with a detailed update via email. Kindly read it and get back to me.

Once again thank you for your patience and understanding!

Hi Mr Green,

I have responded but believe your response on here was to the previous query. Many Thanks

Hi Cardiffdiva,

Thank you for your reply.

Kindly have a look in your inbox I have emailed you further information.

I wish you a relaxed day ahead!

Dear @cardiffdiva,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.