Hi Team,
Have noticed a 'glitch' if you will with some platforms 'anti bonus abuse' functionality which incorrectly cancels legitimate win.
Below are the actions which took place over a 20-30 minute period.
June 10, 08:59 (AEST) | June 9, 22:59 (UTC)
Deposit of $200 AUD made with $70 (35% bonus)
Starting balance: $270 AUD
Bonus wager: $0 / $2100
Opened my favourite game 'The Hall of the Mountain King' (HOTM) by Quickspin
HOTM - bet bet bet
HOTM - bet bet bet
Balance: $200 AUD
HOTM - bet bet bet
HOTM - bet bet bet
Balance: $150 AUD
HOTM - bet bet bet
HOTM - bet bet bet
Opened another tab and browsed King Billy games looking for another game
Decided to play my second favourite game in the other tab, 'The Nutcracker' (NUTC) by iSoftBet
HOTM - bet bet bet
NUTC - bet bet bet
Balance: somewhere around $50 - $100
HOTM - bet bet bet
NUTC - bet bet THREE SUGAR PLUM FAIRIES!! (Free spins)
Good timing! was getting low, click on screen to start the spins, hooray!
HOTM - bet bet bet
NUTC - win win win (feature)
Balance in both games is showing > $400!!
HOTM - bet bet bet
NUTC - win win win (feature)
Balance in both games is showing > $600!!
HOTM - bet bet bet
NUTC - win win Free spins finish, that was great!! $660 win!
Balance is nearly $700 in both games (as expected!)
HOTM - bet bet bet
NUTC - bet bet bet
Balance drops to $6.50 .... That's weird ... Stop playing, message support straight away advising that an issue has occurred and my recent win was missing. This is all within 30 minutes of depositing.
King Billy support are suggesting that the feature was not 'played through to completion' when in fact, it definitely was, issue is while playing through the feature, and betting on HOTM true balance (not the balance that was being shown to me on BOTH games - which was going up) was actually going down to the point the bonus was 'lost'? This is the only explanation I can deduce given the actions above are true.
King Billy have refused to provide proof of any incorrect action on my part and also refused to provide my bet history after more than 15 requests for the information. Attached proof of refusal, 'lost' wager screenshot and $200 deposit screenshot. I am not new to online gaming and the info they've provided in screenshot is baffling to which they refuse to say anything else. No bonus hunting is going on here, never heard of the other terms, 'moderately played 2 games' what in the world does that mean, I played like I normally play every day, $200 is the MOST I usually deposit, I had no plans to deposit more, my plan was just like every day, try and win and meet the wager to cash out and have some fun along the way.
Deposited and played my two favourite games, at ~$2 bets, like I do every other day, clicking away. I'm still shocked at how they can claim I've done anything wrong let alone refuse to credit $660 won from one of several hundred bets made that morning.
The correct state of my account should be $660 in balance, with an active bonus and wager for the $70 original bonus. Instead, my account is $6.50, exactly where I left it after the issue occured.
Hope this is enough to get the ball rolling, quite difficult when they are refusing to give proof or history, surely this warrants something is odd in this case.
