This is the first time I am using your service and I hope the last.
I may have received a Jackpot Spin for the MegaMoolah Jackpot on the MegaMoolah Isis game. Then, all of a sudden, I get an error message popup... Error 2
I contact support, they ask me to jump through their hoops, and I do. I rebooted the MegaMoolah Isis game as requested, only to find out, my Jackpot Spin is gone! The entire spin was rolled back completely. So I ask the questions. What is Error 2? What happened to the jackpot spin I never used? Will I ever see my 4 million dollar jackpot?
From what I understand, they are unwilling to disclose what Error 2 means for my case. At the same time, they can not award the Jackpot Spin. At the same time, I have no idea what the chances of getting a Jackpot Spin in MegaMoolah are, nor the various prizes in the feature itself.
They say they will look into it and fix it. What about me and my spin? I have no evidence, no jackpot, no spin, no explanation... Should I have cleared my cache like they asked? Help!
Here is the support log (they ask for players' full name, please remove my last):
23:01 Please wait, an operator will be with you shortly.
23:01 You are now chatting with [VIDEO SLOTS REP] (Customer Service) - English
23:01 [VIDEO SLOTS REP]: Hi [PLAYER], how are you?
23:01 [PLAYER]: Hi there, good.
23:02 [VIDEO SLOTS REP]: Nice to hear, what seems to be the issue?
23:03 [PLAYER]: I was playing MegaMoolah Isis and it gave me an error message, saying contact the the casino help desk quoting with the error "Error 2".
23:03 [VIDEO SLOTS REP]: Alright try this:
23:03 [PLAYER]: I just got a Jackpot Spin, so, this is very bad!
23:04 [VIDEO SLOTS REP]: Log out from your account, delete cookies and cache from you webb browser and wait a few minutes ( 5 - 10 min ). And then try to enter the game again. The problem should be solved.
23:04 [PLAYER]: I feel like I just lost 4 million dollars.
23:05 [PLAYER]: Will I get my Jackpot Spin back?
23:06 [VIDEO SLOTS REP]: One moment please so I can have a look at your account.
23:07 [PLAYER]: It is for the MegaMoolah Jackpot.
23:10 [VIDEO SLOTS REP]: I will have to ask you to log out from your account, delete cookies and cache from you webb browser and wait a few minutes ( 5 - 10 min ). And then try to enter the game again. The problem should be solved.
23:11 [PLAYER]: Okay, can I get a ticket number please?
23:11 [VIDEO SLOTS REP]: Let me know when you have done this, if the issue still appears, I will have to send this case further for an investigation.
23:11 [VIDEO SLOTS REP]: Ofcoure, one moment please.
23:12 [VIDEO SLOTS REP]: Chat ID: TWE-262-46854
23:12 [VIDEO SLOTS REP]: Of course *
23:15 [PLAYER]: Thank you. I will log out, delete my browser cookies and clear my cache. I will be back if it is still not working.
23:15 [VIDEO SLOTS REP]: Sounds great [PLAYER].
23:15 [VIDEO SLOTS REP]: We will be here for you.
23:22 Please wait, an operator will be with you shortly.
23:23 You are now chatting with [VIDEO SLOTS REP 2] (Customer Service) - English
23:23 [VIDEO SLOTS REP 2]: Hi [PLAYER]. How are you today?
23:24 [PLAYER]: Hi, I think I was just talking with you about this problem?
23:24 [VIDEO SLOTS REP 2]: You weren't but I am reading the log now :)
23:25 [PLAYER]: Now it appears my entire spin was rolled back and the jackpot spin is missing altogether!
23:26 [PLAYER]: I would request disclosure on what "Error 2" means, please?
23:27 [VIDEO SLOTS REP 2]: Okay, I will go through your history to see what might have happened. You get it when some kind of technical error appears, nothing concrete.
23:28 [PLAYER]: It is for the Microgaming MegaMoolah Isis game.
23:34 [VIDEO SLOTS REP 2]: I can't find that missing jackpot spin either, it should have appeared when you got the game working again.
23:34 [PLAYER]: Well, it didn't and now the problem is that my Jackpot Spin is missing in action. =
23:35 [VIDEO SLOTS REP 2]: Yeah that is unfortunate. Since the game is working for you again, it would probably not make a difference troubleshooting further from your end so I will have to forward this to our technical support.
23:35 [PLAYER]: I would request disclosure on what "Error 2" means, please?
23:35 [VIDEO SLOTS REP 2]: technical department I mean.
23:36 [VIDEO SLOTS REP 2]: And I don't have information exactly what it is about, just that it is a technical problem so not very specific.
23:37 [PLAYER]: I am requesting disclosure on what "Error 2" means exactly... You can not provide this?
23:39 [VIDEO SLOTS REP 2]: Unfortunately not, it usually happens when the game crashes as you saw but I don't know any more than that.
23:40 [PLAYER]: Okay, so, can you award a MegaMoolah Isis Jackpot spin?
23:40 [VIDEO SLOTS REP 2]: The normal fix is to just clear cookies and cache as you did and everything works as usual after it being done. Not the case this time which is why I have to have our tech guys take a look at it.
23:41 [VIDEO SLOTS REP 2]: That I cannot either, we can't configure the games at all since we rent them all from providers.
23:43 [PLAYER]: We clearly have a problem. I don't know what these Jackpot spins are worth, but for me, they take forever to get!
23:43 [PLAYER]: Can I have a ticket number please?
23:45 [VIDEO SLOTS REP 2]: Yeah we'll get on it as soon as possible. If you mean to this chat it's JGJ-435-61149. :)
23:46 [PLAYER]: Thank you. I will be contacting a mediation service about the missing Jackpot Spin. I hope we can sort this out, this is my favorite casino.
23:47 [VIDEO SLOTS REP 2]: Sure, if you think that's easier for you then we don't mind. Glad to hear you like it here, I hope this won't get too long to solve :)
23:48 [PLAYER]: I will keep playing other games until it sorted out, for sure.
23:48 [PLAYER]: Just not MegaMoolah games.
23:48 [VIDEO SLOTS REP 2]: Ok, yeah I have everything logged now so go ahead. Sounds like a good idea :)