Android Phone

iPad

iPhone

Windows

Australian Dollar

Brazilian Real

Canadian Dollar

Danish Krone

Euro

British Pound Sterling

Japanese Yen

US Dollar

Microgaming

NeoGames

NetEnt

Play'n Go

Realistic Games

Play Club Casino

Clickandbuy

Maestro

Master Card

Neteller

Paysafecard

Skrill

VISA

Chat

Email

Phone

Hi nick2134,

I've spoken to the operator about this issue. They are still looking into this with NetEnt but also acknowledge that your previous communications with them via other dispute services have not been of the most constructive nature.

The screen shot I've seen from the operators shows a single Wild reel. I have not challenged them on this at the present time and will presume that your claim of 3 Wild reels is correct for the purposes of this discussion.

With a free spin bet of 0.10 (1 coin per line) and reels 2, 3 and 4 Wild, the maximum possible payout for this spin would be Bar symbols in every position on reels 1 and 5. This would award 250 coins for each of the 10 paylines going left to right (a total of 2500 coins) and the same again going right to left. That makes a total of 5000 coins or €50.

The minimum possible payout would involve the lowest paying symbol occupying reel 1 and the next lowest paying symbol occupying reel 5. This would award a payout of 10 coins x 10 paylines x 2 directions = 200 coins or €2.

That's our range of possibilities - €2-€50. While I don't mean to belittle the size of the potential win, I feel it's fair to suggest that cheating is highly unlikely to be a motive here.

The potential results are far more likely to fall at the lower end of this range than the higher end simply due to the fact that low paying symbols occur far more regularly than high paying symbols.

To resolve this issue the operator's offered to add a bonus of €25 to your account which I'd estimate to have an average value of approx €12-€22 depending on the size of your bet after the wagering requirement is taken into consideration. In short I think this is a very reasonable offer given the situation.

To be blunt, I think this is a very reasonable offer and is more than you would have been likely to win had the spin completed, but I leave it to you to decide whether or not to accept this deal?

Thanks,

ThePOGG

Yes, I guess I'll accept. I'd really rather have just completed my spin nearly 2 WEEKS ago. Just as FYI - their support was blatantly evasive until I'd made it clear that I would be giving bad reviews on well known gaming forums. I now consider aspireglobal casinos 'no go' and will be making this clear on reviews due to unresponsive support. I still think it was a little dodgy where the game froze - it may have been a small win, but I do think they assumed they could get away with ignoring me because it was a free spin and it expire in 2 days.

But thank you for you assistance in resolving, they responded a lot faster to you.

Hi nick2134,

While I understand your frustration, the responses you've received up until this point are not unusual given the situation.

Any time game errors are involved operators have to take the issue to the game providers. Dealing with these types of issue is not considered high priority by most software providers and these are 'bug hunt' situations where you have to try and recreate the error to establish what the problem is or indeed if there is a problem at all. It's very time consuming and getting response likewise take a lot of time.

During this time operators are left in the middle with an angry customer who is often demanding updates on a regular basis and they have nothing new or useful to tell them.

And regarding expiry - in my opinion if they were genuinely trying that they would have raised this first. We see operators use the 'expired bonus' justification regularly. This is especially apparent where there's been a dispute then they've been slow to respond. But in this situation the operator has not ever even mentioned this to us. A support rep on a review of the case may have erroneously claimed this having had a quick look at your account but not understanding the deeper issues, but the people actually dealing with this don't appear to have considered this a viable justification.

I'll let the operator know you've agreed to the bonus and get back to you.

Thanks,

ThePOGG

Hi nick2134,

Did you receive your bonus?

Thanks,

ThePOGG

Hi nick2134,

If we haven't heard from you by Friday the 8th of September I'll assume you received the promised bonus and close this complaint.

Thanks,

ThePOGG

A technical issue with the Starbursts game resulted in an uncompleted free spin. The operator has compensated this with a bonus.

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.

PlayClub - void winning free spin using 'software glitch' and unresponsive support

To submit an online gambling complaint, register a new account or log in.

Create account

Log in

Got a complaint about a gambling site?

Casino Review Site Logo

Log out

Account

Title

Complaint Details

Posted By

Disputed amount

Date raised

Date closed

Player’s Complaint

To protect the privacy of our users, all personally identifiable information has been redacted. If you see anything we've missed contact us at complaints@casinoreviews.com.

Player's Complaint

Player Complaint Responses

Complaint Title

This complaint may have been archived. If you are looking for information about your complaint, please contact us at complaints@casinoreviews.com

This link is no longer valid

Dynamic Single Complaint 

Default

IGT DE

All British Casino UK

Playtech ZA

Bank Transfer CA

Online Casinos UK

Cookie Policy DE

PayPal

Neteller UK

Spin Casino

ecoPayz IE

King Billy Casino CA

Free Spins IN

Casinos en vivo PE

Terms of Use DE

Mirax Casino CA

Oasis Poker

Hellspin Casino NZ

Roulette ZA

Rizk Casino IE

Bonos de Casino

ecoPayz UK

Live Casinos AT

IGT NZ

Yabby Casino IE

Casinos Online CL

Condiciones de uso MX

Dave Ellefson - Founding member of Megadeth

African Grand ZA

GrandWin Casino

Mirax 

Bank Transfer ZA

Guts Casino CA

Ken Smith Blackjack Tournament Expert

Diamond7 Casino 

Casino Games IN

Visa CA

bCasino.co.uk – A UK licensed operator with ties to the black market?

New Casinos IN

21Prive Casino

Queen Vegas NZ

All Complaints

Visa ZA

King Billy Casino

Skrill CA

PayPal NZ

500 Deposit NZ

32Red Casino

Paysafecard DE

Responsible Gambling IN

Casino War

21Red Casino

Game Providers UK

Qbet Casino

ecoPayz CH

Quickfire

Zahlungsmethoden CH

Ruleta CO

Betway Casino NZ

888 Casino

PayPal IE

Arctic Casino NZ

JackpotCity Casino Ontario

Responsible Gambling UK

Aristocrat

Microgaming DE

888 Casino CA

Grosvenor Casino

100 Deposit NZ

Online Casinos IE

Mirax NZ

Starda Casino IN

Casumo Casino Ontario

Bank Transfer IN

Wazamba Casino CA

Betsson CO

Baccarat CA

Vegas Crest NZ

Red Stag Casino IE

Live Casinos NZ

Casumo Casino NZ

KingdomAce Casino

Mobile Casinos

CasinoLuck

Dinero real

Blackjack MX

Playtech DE

Visa IN

SlotsMagic Casino NZ

Bizzo Casino CL

Craps UK

Boku ZA

WSM Casino CA

888 Casino Ontario

Slots UK

Cobra Casino NZ

JackpotCity Casino IE

Cobber Casino AT

Política de privacidad MX

Whistleblowing Policy

Baccarat IE

Casino4u AT

Juegos de Casino CO

Casino Classic NZ

Casino Bonus AT

VIP Casinos CH

Contacta con nosotros CL

Ultra Casino NZ

Royal Panda Casino

Bally ZA

Wildz Casino Ontario

Neue Casinos DE

Bitcoin AT

Best Payout casinos NZ

Dinero real MX

Jackpot Village Casino

Villento Casino

Wazamba Casino

Zaza Casino

Interac 

Playtech CA

Fresh Casino

Casino Games ZA

Spielautomaten CH

Fresh Casino IN

Quickfire NZ

Izzi Casino CA

LuckyWins NZ

Beste Auszahlungen in Casinos DE

Euro Palace Casino NZ

Ladbrokes Casino

Spielautomaten AT

Payment Methods

IGT IN

SpinBetter Casino NZ

Bally CH

Aristocrat UK

Bank Transfer

New Casinos UK

Locowin Casino CA

Guides

Roulette CH