Resolved - A technical error has been corrected by Bovada casino and this player's balance has been corrected and they have received a bonus as compensation.
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On or around July 13th, I let casino support know what happened. I sent screenshots proving it, provided the spin number, etc. Ref: [EDIT]
What happened was, I was spinning all 9 lines on Shopping Spree with bonus funds ($11.25 per spin). Finally, I only had $10 left so I did 8 lines. I got 5 bouquets of flowers on what shows as line 8. That should pay $125. I provided screenshots and have followed up with them multiple times. Their response is always the same... something along the lines of, they're working on it, etc... Their last response was: "We don't have any updates yet regarding this issue. Rest assured that we've already sent a follow up. Once there’s an update, it’ll be sent to your email address or account messages." After nearly 2 months? It's absurd.
I believe that the game is incorrectly showing line 8 as line 9 and vice versa so, when calculated, it really calculated line 9 as having the win, but that is not what is shown to users.
I was playing with bonus funds and only asked for $125 in bonus funds, however, since I was already partially through the play through amount and I don't know how far I was, it should either be non-bonus funds or bonus funds with a reasonably low play through.
See how much I've tried to get this issue resolved before I filed a complaint? That's 7 support tickets.
Thank you for your help.
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Bovada - Played 8 lines, hit for $125 on line 8, not paid
Posted by tjrifai
September 10, 2018
tjrifai consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:
September 10, 2018