Help – Kwikky Casino (MGA) and Pragmatic

[fragstag9_1]

Hey everyone,

I’m seeking advice regarding serious ongoing issues with Kwikky Casino (MGA licensed).

On the night of June 28, 2026 I purchased three high-value bonuses:

• The Big Dog House (Superbonus, 1€ bet)
• Snow Party (6 scatter bonus, 2€ bet)
• Madame Destiny Megaways (regular bonus, 2€ bet)

The problem: The bonuses appeared on my account, but the games crashed constantly every time I tried to start them. I tried multiple browsers, devices, cleared cache/cookies/history etc. The bonuses have now completely disappeared from my account.

I have contacted live chat every single day, often multiple times per day. Support only replies “case escalated, please be patient”.

They gave me 1000 EUR compensation (which is lower than the actual value of the bonuses I purchased). I made it clear that I did not want a refund or low compensation — I wanted the actual bonuses restored.

After receiving the compensation I have repeatedly asked for video recordings or session logs of the bonus rounds to prove what the outcomes would have been. Nothing has been delivered.

I have emailed Pragmatic Play, sent multiple emails to Kwikky support (with MGA in CC), and filed a formal complaint with the Malta Gaming Authority — but still no proper response.

I have sent over:

• Video recordings of the crashes + multiple screenshots
• Casino prints showing only the bonus triggers (with incorrect timestamps)
• Full email correspondence

Questions:

1. Has anyone experienced similar problems with Kwikky or Pragmatic Play?
2. Where should I escalate this next? Spelinspektionen (Sweden)? eCOGRA? AskGamblers? Other options?
3. Any success with MGA complaints in similar cases?

All advice and help is greatly appreciated!

 

[fragstag9_1]

Anyone? Any admin here with some advice? Someone must have had some experience with this kind of errors and or delays in the past? Got the game IDs of the rounds on pragmatic but there has been complete silence from that end so far.. :/

 

[nelakola]

That’s a really strange situation. I haven’t had this exact issue with Kwikky, but I’ve seen similar cases where bonus rounds got stuck because of technical problems.

The biggest problem here IMO is that they don’t seem to provide any proof of what happened. If you have the Pragmatic round IDs, they should at least be able to confirm the status of those rounds and whether anything was actually played or lost.

The €1000 compensation is also a bit questionable if they still haven’t explained the issue. Compensation is one thing, but you’re asking for transparency and the actual investigation results.

I would keep pushing MGA and Pragmatic with all the evidence you have. Don’t let them keep you stuck with “case escalated” forever.

 

[fragstag9_1]

That’s a really strange situation. I haven’t had this exact issue with Kwikky, but I’ve seen similar cases where bonus rounds got stuck because of technical problems.

The biggest problem here IMO is that they don’t seem to provide any proof of what happened. If you have the Pragmatic round IDs, they should at least be able to confirm the status of those rounds and whether anything was actually played or lost.

The €1000 compensation is also a bit questionable if they still haven’t explained the issue. Compensation is one thing, but you’re asking for transparency and the actual investigation results.

I would keep pushing MGA and Pragmatic with all the evidence you have. Don’t let them keep you stuck with “case escalated” forever.

Yeah, that's exactly the most frustrating part. I have the Pragmatic round IDs, but neither Kwikky nor Pragmatic has provided any actual session logs or proof of what happened during the bonus rounds.

The prints I received from the casino only show the spin that triggered the bonus — not the bonus rounds themselves. On Snow Party the entire bonus has basically vanished. I've asked multiple times for video recordings or full session logs, but nothing has been delivered.

I have now submitted the case to eCOGRA (after MGA referred me to them). Interestingly, Kwikky is not listed on their "approved sites", so I had to email them directly.

Still zero response from Pragmatic Play even though I emailed them.

Has anyone else managed to get full session logs from Pragmatic Play through a casino or ADR or directly from Pragmatic?


Thanks again for the input!

 

[Skylined87]

If you have the Pragmatic Play's round ID's, first step is to reach out to casino - then they can liaise with Pragmatic Play to get results from the round ID's. Sometimes (rarely) games will glitch like this. I find it odd that casino wouldn't provide you with actual final game results but instead offer a "flat fee" for your inconvenience. Keep in mind that this is a responsibility of the casino and as such the issue should be resolved with them. If casino doesn't reach out to Pragmatic Play to solve this, Pragmatic isn't at fault here.

 

[fragstag9_1]

If you have the Pragmatic Play's round ID's, first step is to reach out to casino - then they can liaise with Pragmatic Play to get results from the round ID's. Sometimes (rarely) games will glitch like this. I find it odd that casino wouldn't provide you with actual final game results but instead offer a "flat fee" for your inconvenience. Keep in mind that this is a responsibility of the casino and as such the issue should be resolved with them. If casino doesn't reach out to Pragmatic Play to solve this, Pragmatic isn't at fault here.

Hi @Skylined87
This i did the very moment it occured and have been trying to get them to give me videos/trace of the rounds etc. Only thing they have sent me is a print (per game). As shown on the attached picture it only shows that the bonus got triggered, not the actual rounds. With this "info" they claimed i won nothing and VIP "compensated" me with 1000 euro..
Since then i've kept pushing them to deliver the actual bonusrounds and nothing has been sent.
Me reaching out to Pragmatic was simply an attempt to get some additional help, i know it's not on them but i had some kind of hope that they'd atleast assist in some way. No luck so far!

 

[nelakola]

Yeah, the fact they only sent the trigger spin is what would concern me as well. That doesn't really prove what happened to the bonus itself. Also, the €1000 payment still feels odd to me. If they were confident the bonuses paid basically nothing, why not just provide the actual game logs or replay and put the whole thing to bed? It would save everyone a lot of back and forth. Hopefully eCOGRA can get a proper response out of them. I'd be interested to hear what they come back with, because this isn't the sort of issue you see very often.

 

[fragstag9_1]

Update:

I received a reply from MGA asking for:

• Any further updates from the operator (Kwikky)
• Videos and screenshots of the issues
• All relevant communications received from the operator

I replied with a detailed summary including:

• Timeline of the 3 crashed bonuses (>1000 EUR total value)
• That the only prints Kwikky sent show only the trigger spins (not the actual bonus rounds) with wrong timestamps
• That I have contacted them daily for over 2 weeks without proper evidence or resolution
• Ofc submitted all emails, chats and whatsapp conversations with the casino

Also submitted the case to eCOGRA as MGA recommended.

Will update when I hear back, meanwhile, if anyone has other ideas please let me know!