PlayClub - void winning free spin using 'software glitch' and unresponsive support
Resolved - A technical issue with the Starbursts game resulted in an uncompleted free spin. The operator has compensated this with a bonus.
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After 1st depositing at playclub.com (also run by AG Communications casino also with UK license, along with Karamba but not on your dropdown list) , I received 20 complimentary spins on Netent's Starburst. During the last free spin I got as far as 3 wild reels and although on a low bet would of more than got my money back. That where the game suspiciously got stuck, with a buffer symbol, saying my internet was slow (it wasn't - demo and all other games worked fine). Using the developer tools on chrome, it seemed like it was stuck with a deliberate bug on a winning spin ("Uncaught TypeError: Cannot read property '0' of undefined"). I have all the dev tool logs and screenshots showing it wasn't caused by my internet, but a technical issue with the game.
I emailed several times - not one response until 5 days later when my free spin had conveniently expired. I spoke with live chat support every day advising them of this, who twice said it was being looked into, that the game would be restored and generally being evasive. After 5 days, [EDIT] replies saying they can't investigate without the Game reference number "please find in your game history" but of course complimentary spins don't seem to appear on a players game history also conveniently (but will be on their system). Live chat support was evasive and generally stalled - and the bug just appeared on the winning spins, unresolved until my spin expired despite reassurance the expiry would be extended.
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