Betway - game frozen on free spins

Ruling

Found for the Player - Betway have informed us that they will not discuss this or any other player complaint with this service.

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Player's Complaint

On Sunday 1st December I decided to play some casino balance on the Netent game secrets of Christmas. I had around £450 balance when starting this game. I was betting £3.75 a spin. I hit free spins and they played out fine. I carried on playing and hit free spins again. The free spins started with 12 spins and 3 played out. When it came to having 9 spins left the game froze. I logged out and then made sure my cache and cookies were cleared from my iPhone on which I was playing. I then logged back in. The game was still frozen showing 9 free spins left and a current win of £9.75. I contacted chat who told me to send a screenshot to technical support. I did this right away. I tried one last time to access the game and it was still frozen. I decided to play the remainder of my balance on another game which I then lost all of it (which I accept completely) I waited over 24 hours for a response and then today I got an email to say the technical team at Betway had looked at the game as there was no problem with it, and that the problem was my end.therefore there are not doing anything about it. My WiFi is strong and fast and I also have good 4g where I play so I know it wasn’t a connection issue. I tried to log onto a laptop at my work to access the game to see if it made a difference and the game came up with an error screen. This is using a completely different device with a different connection so how can both my devices connected from two different locations say the same thing? I have screen shots of this issue. Betway say if a game malfunctions then they will refund wagers placed but they are doing nothing to help me here and I am a new player! I could have won’ a lot of money if those free spins played out especially at the amount I was wagering but now I will never know. Very unfair practice here when the issue is clearly not my end it’s theirs. I please want this investigated.

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