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Everum - Casino errors not restored

Ruling

Found for the Casino - The interrupted game rounds have been managed correctly and Yggdrasil have provided the records to demonstrate this.

Read our Everum Casino Review.

Player's Complaint

Everum Casino was (and might still) having issues with there servers causing errors. At most slots i was kicked out within 2/3 minutes and constantly had to reload the slot. As ussual on pretty much al slots games were restored where they left and you could continue where you left. This is esspecialy important at a binus game off course.

On tuesday however i played on a game Lucha Maniacs (Yggdrasil) and got the bonus game (0,75 stake) when i was kicked out due to technical errors. I contacted the chat a few minutes later after reloading didn’t get me back to the bonus.

I was told it would be restored later and continued gameplay. I had a few good wins and went to bed.

The next day the issues were still there and most games would even startt. lucha however did, but the bonus was still not restored. I started playing again and as before another bonus game was about to initiate when the same error occurred (in the meanwhile i did get 2/3 bonuses that i did manage to play through) i took a picture again and contacted support. Unlike the day before they could not restore the game and basicaly told me, shit happens. They did not even come up with an apology knowing the issues were happening (apologised about the servers and website in an earlier occasion) and told me the could give me some bonus spins and that would be it... off course i said that the games should be restored on which they responded that they can and will not do that and i just had to take it....

A long argument (not rude) started then, on which i claimed that i find this matter very unfair since i paid for the spins and the bonus game (and it’s price) and now have two bonuses and there winnings that are not granted and Everum does not have to pay. Again the only reaction. To bad, we have issues and you just have to cope with it. We will not restore the games and any winnings you would have gotten will be kept by the casino.

I find this very offensive and not customer friendly, it’s plain rude and unfair in my opinion and i immediately withdrew my balance and left the casino.

Read the casino review

3 Responses

ThePOGG
September 7, 2018

Hi jobanjo - welcome to ThePOGG.com!

We'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

joebanjo
September 11, 2018

I’ve send some additional emails regarding the complaint and was wondering if you received these ass well. Also if there has been any update?

ThePOGG
September 21, 2018

Hi joebanjo, I've discussed this issue at length with Everum casino and had feedback from Yggdrasil Gaming. The review of your issues show that the spins in question have been managed correctly. In the first instance you are correct that you did trigger a bonus feature. The Yggdrasil Gaming system is an unusual one in that where a spin cannot be completed due to disconnection issues the results of the spin are determined automatically and recorded and the relevant credit is added to the play account. This will happen after ~ an hour for regular spins with an additional hour required for each bonus feature triggered. There system also records the result of each spin so they can be replayed. You can see the results of the first spin here - hxxps://player.yggdrasilgaming.com/watch/?eyJnYW1laWQiOjczNDgsImFwcHNydiI6Imh0dHBzOi8vcHJvZHVjdGlvbmN3LnlnZ2RyYXNpbGdhbWluZy5jb20iLCJ3YWdlcmlkIjoiMTgwOTA0MTcwMTA0MDQwMDAyMyIsIm9yZyI6IkV2ZXJ1bUNhc2lubyIsImNsaWVudCI6Imh0dHBzOi8vc3RhdGljbGl2ZWN3LnlnZ2RyYXNpbGdhbWluZy5jb20iLCJzb3VyY2UiOiJCYWNrb2ZmaWNlIiwibGFuZyI6ImVuIiwic2hhcmVPcmciOiJFdmVydW1DYXNpbm8iLCJzaGFyZU9yZ05hbWUiOiJFdmVydW1DYXNpbm8ifQ. With regard to the second spin, no bonus feature was actually triggered here. When there is a disconnection issue and a Yggdrasil Gaming game shows an error message, they use a standard background to the error message. This means that every player who gets an error message will see the same symbols in the background. In this instance the final symbol required to trigger the bonus was shown as part of the error message screen and did not actually appear on your spin. You can see the results of this spin here hxxps://player.yggdrasilgaming.com/watch/?eyJnYW1laWQiOjczNDgsImFwcHNydiI6Imh0dHBzOi8vcHJvZHVjdGlvbmN3LnlnZ2RyYXNpbGdhbWluZy5jb20iLCJ3YWdlcmlkIjoiMTgwOTA1MTY0NTMxMDUwMDAzOCIsIm9yZyI6IkV2ZXJ1bUNhc2lubyIsImNsaWVudCI6Imh0dHBzOi8vc3RhdGljbGl2ZWN3LnlnZ2RyYXNpbGdhbWluZy5jb20iLCJzb3VyY2UiOiJCYWNrb2ZmaWNlIiwibGFuZyI6ImVuIiwic2hhcmVPcmciOiJFdmVydW1DYXNpbm8iLCJzaGFyZU9yZ05hbWUiOiJFdmVydW1DYXNpbm8ifQ. I hope that clarifies what's gone on here and Everum have asked me to pass their apologies as a clearer explanation should have been given to you by the support agent in the first instance. Thanks, ThePOGG

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joebanjo 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 7, 2018

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.