Bitstarz - unresolved software issue

Ruling

Resolved - The outcome of the missing bonus feature has now been credited to this player's account.

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Player's Complaint

on the 23/09/2022 at 4:10am i was playing farm ville 2 and won the free spin feature .when clicked start feature it failed to start and was stuck at the start .contacted support several times just to be tod same thing over and over clear history etc..try different device ..and did with no change again kept contacting casino support then one support said didnt no why this wasn't escalated and did ...days turned few weeks .following up why has it been resolved keep geting told same thing that we are the platform host its the software provider and were waiting for a response back....i think this is very unfair and i would think bitstarz being the platform host should be or done more to resolve this issue alot quicker by following it up ..but instead they keep saying not there fault waiting for software own to respond .farm ville 2 was taking of the casino for some days but is now back online ..there for they must of had contact but yet i have not been able to complete the 15 free sins i won during play on the game so the winnings is and could not be known .and im still at loss with no result .after a few weeks as passed .or answer to what's being done.just the same reply from support waiting for software owner feed back ..i have and did screen captures of the game and issue at time aswell if needed .cheers

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5 Responses

thepogg

October 10, 2022

Hi batto_2022 - welcome to ThePOGG.com!

Before we can do anything to assist you, you will need to provide your full name.

Thanks,

ThePOGG

batto_2022

October 10, 2022

[EDIT]

thepogg

October 11, 2022

Hi batto_2022 - welcome to ThePOGG.com!

Please read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.

Unfortunately you have chosen to play with an operator that is both negatively listed with this service and who has historically been non-cooperative with complaints submitted to us. While we will try to contact the operator on your behalf the chances of a successful mediation are low.

Thanks,

ThePOGG

batto_2022

October 15, 2022

so its been resolved tho really how 6.2au credit is how they call it resolved . like i should have been given the spins ..how could they no what it would have paid if they never started . rigged joke few years playing there never win decent. when do seem to throw out spins they pay poorly id recommend not playing hear at all .ive chosen alternative casino,s after this ..might chuck 10 ,20 in now and then .but not guna see to much money from me cheers anyway

thepogg

October 16, 2022

Hi batto_2022,

The result of any spin is known the instant the spin button is clicked. This included free spins and bonus features meaning that as soon as you click spin the game had already determined that the free spins would be triggered and what those free spins would award. The animations are just for entertainment purposes and to build suspense.

Thanks,

ThePOGG