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Caesar's - coin balance not updated with ultimate jackpots

Ruling

Declined - This complaint does not relate to a gambling service and as such does not fall within the remit of our service.

Player's Complaint

Dear Sir/Madam

I have been playing regularly caesars casino slots downloaded from microsoft windows 10 store since october 2017.This is only for fun no real money involved except when you are short of coins you have to go to microsoft store to purchase some.

On the 4th of June 2019 while playing wild howl slots in the high rollers lounge i hit 3 times the ultimate jackpot but due to a system glitch my coin balance was not undated accordingly as the game freezed and quit.On reloading the game my coin balance has remained unchanged.

This issue was raised with caesars support team the same day and since then tere has been exchanges of emails but issue remain pending for nearly 2months now.

For info the jackpot amount was a 13 digits figure each,i.e trillion.What i have received from them as compensation is only 14 billion coins.

For ease of reference i have copied and pasted their last email received yesterday.

Your support to help in resolving this issue would be highly appreciated.

Cheers

[EDIT]

[email protected]

To:[EDIT]

Jul 28 at 8:27 PM

Hi [EDIT],

Thank you for reaching out to us!

The issue was that a smaller but correct Jackpot was won, but the Ultimate Jackpot screen would pop up.

We've fixed this issue and compensated the affected players for the confusion.

If anything else happens, let me know!

Happy spinning! :)

Best regards,

[EDIT]

Caesars Casino Support

Read the casino review

1 Responses

ThePOGG
July 29, 2019

Hi jn - welcome to ThePOGG.com!

Unfortunately there is nothing we can do to help you here.

This service is here to assist people resolving issues related to gambling transactions. The app you have engaged with is explicitly non-gambling. You cannot cash out the coins you've won or convert them in any way to any form of currency of physical possession. You may pay to buy coins, but as the coins are valueless this would not be considered a gambling transaction.

More than this however, you have already had an explanation for this issue from support. While you have triggered a jackpot, the game has been malfunctioning and always showing the top level jackpot (accounting for why you've hit the rarest jackpot 3 times in quick succession).

Sorry we cannot be of further help.

ThePOGG

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Agreement

JN 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:

July 29, 2019

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.