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Queen Play - Slot froze

Ruling

Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.

Read our Queen Play Casino Review.

Player's Complaint

Played book of cleopatra slot on Friday evening and got a feature up after spin 6 it froze after winning a large amount, I spoke to their customer services and was told there was a technical issue and to carry on playing the next day but still had the same problem. It’s been two days now and the slot is still frozen in the feature I’ve been told it can take between 10 and 20 days to mend which I find unbelievable and totally unprofessional!

Read the casino review

5 Responses

User icon
thepogg
August 29, 2021

Hi jadey - welcome to ThePOGG.com!

With the greatest of respect, you need to give the operator a reasonable amount of time to resolve this issue internally before seeking the intervention of a 3rd party dispute mediation service. If you are still experiencing issues on Friday the 10th of September let us know and I'll contact the operator on your behalf.

Thanks,

ThePOGG

User icon
jadey
August 29, 2021

Ok thank you and if the problem hasn’t been resolved by then I will get back to you and sorry it was Thursday evening the problem was not Friday

User icon
thepogg
September 11, 2021

Hi jadey,

Are you still experiencing issues?

Thanks,

ThePOGG

User icon
thepogg
September 18, 2021

Hi jadey,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
thepogg
September 25, 2021

Hi jadey,

If we haven't heard from you by Friday the 8th of October I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

jadey 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:

  • Queen Play
  • United Kingdom Gambling Commission
  • Malta Gaming Authority
  • Aspire Global International Ltd

August 28, 2021

United Kingdom country flag

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.