Bovada - Played 8 lines, hit for $125 on line 8, not paid

Ruling

Resolved - A technical error has been corrected by Bovada casino and this player's balance has been corrected and they have received a bonus as compensation.

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Player's Complaint

On or around July 13th, I let casino support know what happened. I sent screenshots proving it, provided the spin number, etc. Ref: [EDIT]

What happened was, I was spinning all 9 lines on Shopping Spree with bonus funds ($11.25 per spin). Finally, I only had $10 left so I did 8 lines. I got 5 bouquets of flowers on what shows as line 8. That should pay $125. I provided screenshots and have followed up with them multiple times. Their response is always the same... something along the lines of, they're working on it, etc... Their last response was: "We don't have any updates yet regarding this issue. Rest assured that we've already sent a follow up. Once there’s an update, it’ll be sent to your email address or account messages." After nearly 2 months? It's absurd.

I believe that the game is incorrectly showing line 8 as line 9 and vice versa so, when calculated, it really calculated line 9 as having the win, but that is not what is shown to users.

I was playing with bonus funds and only asked for $125 in bonus funds, however, since I was already partially through the play through amount and I don't know how far I was, it should either be non-bonus funds or bonus funds with a reasonably low play through.

Support numbers:

[EDIT]

See how much I've tried to get this issue resolved before I filed a complaint? That's 7 support tickets.

Thank you for your help.

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