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Cookie – Autoplay malfunction

Ruling

Found for the Casino - The Autoplay function on All Ways Joker will continue after the free spins if not deactivated.

Read our Cookie Casino Review.

Player's Complaint

At or around 1:15 Am, while i was playing the game "All Ways Joker", i was awarded the 10 free spins, for having three matching "bonus" symbols. The game will continue to play through these free spins, then show you at the end how much you have won during the bonus feature round. I had won approx. 350, to 400 dollars i believe, (the site does not allow me to see that far into the history to get the exact amounts), excited, i got up to go tell my partner that i had won a larger amount. After a few minutes, we returned to find that the game had continued, without my consent to pay for spins until i stopped it with 300 dollars remaining. Most games will have a loss limit, or spin limit, so that this cannot happen, this game apperentely does not have that, or even need to ask for permission before an autoplay feature is turned on. Im very upset, and would like to continue to play on this site if this can be rectified, if not, i can take my time and money elsewhere Thank you.

Read the casino review

3 Responses

ThePOGG
Jun 26, 2020

Hi mna2020 - welcome to ThePOGG.com!

As we are the ADR for the N1 Interactive Ltd license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

Were you using Autoplay before you triggered the bonus feature?

Thanks,

ThePOGG

ThePOGG
Jul 03, 2020

Hi mna2020,

Thank you for your email. We can check the system logs if that what you wish, but I'm afraid to say that the auto play system is highly unlikely to have engaged itself. It does need a click from the user to trigger this.

Having tested this game, the auto play does not automatically trigger after playing free spins unless you had the auto play on when you won the free spins. For the auto play to commence after the free spins have been played you either need to have been using the auto play when the free spins were won or click the auto play button.

Thanks,

ThePOGG

ThePOGG
Jul 24, 2020

Hi mna2020,

We've received the free spin round screenshot and I can confirm that you were using Auto Play when you triggered the free spins. All that's happened here is that your Auto Play selection has continued after your free spins.

Thanks,

ThePOGG

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Agreement

mna2020 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:

  • Cookie Casino
  • Malta Gaming Authority
  • N1 Interactive Ltd

June 26, 2020

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.

Disclaimer:

The above information is what we believe to be the the legal status of online gambling, however information on this topic is limited and hard to find. We accept no liability for any errors or ommissions. It is the reader’s responsibility to ensure that they know the legality of online gambling in their country before engaging with any online gambling service.