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PlayClub - void winning free spin using 'software glitch' and unresponsive support
Ruling
Resolved - A technical issue with the Starbursts game resulted in an uncompleted free spin. The operator has compensated this with a bonus.
Read our Play Club Casino Review.
Player's Complaint
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.
6 Responses
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
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Agreement
nick2134 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:
August 14, 2017
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