Mobile Book Of Dead Freeze's in bonus, casino don't pay out the money,

OnlyOneUnit

OnlyOneUnit

New member
Hello all user's from the casino grounds, 

I had a bad experience lately last Friday, I managed to get a bonus on book of dead, after the 9th free spin I got an line of explorer and a retrigger, I wanted to show this to my coworker, so I refreshed the screen, after the the hole game did dent want to go further in an sence, I post the images so you can see it yourself, 

Today I got an reply from the casino, and this is what I got back from them :(

What do you think about this, I'm a fair online slot player, and I feel robbed about my own gambling money, is there anything I can do or am I basically done with this, 

Screenshot_20170707-101407.png.jpg

Screenshot_20170710-150925.png.jpg

 
On rød25.dk book froze aswell, when I had excplorer bonus with retrigger, after full screen of it, and around 17 spin. I made video of the screen with my phone, what it did and so on. ( the payouts was not on my account ).

After 1 week emailing and them investing the case, they decided to pay out the winnings that was shown, even tho they had no real record of the bonus. 

guess I was lucky.. they paid out 110k Danish... even tho 3 spins were missing, ( could of paid more, but Im happy that they paid :)

 
Wow thats the lamest excuse ever. I would advise contacting them again to prove to you that was a technical error. Also request play/transaction logs from them and the provider (shows bet placed/won). Let us know how it goes. Also dont forget to show them the screenshot :)

 
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Skylined87 said:
Wow thats the lamest excuse ever. I would advise contacting them again to prove to you that was a technical error. Also request play/transaction logs from them and the provider (shows bet placed/won). Let us know how it goes. Also dont forget to show them the screenshot :)
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I did skylined, I'm in conversation with them, it's very disappointing to get an email with this, even I play normal, 

If they ain't gonna response or wanna come with an alternative way of giving me the winnings I legit won, 

I was playing on Casino-mate.com an Australian casino o

 
Well if what you're saying is the truth, I'd advise you to contact MGA (Malta Gaming Authority) and raise the complaint with them. They will then contact the casino which will have to provide them with the needed proof. 

 
Skylined87 said:
Well if what you're saying is the truth, I'd advise you to contact MGA (Malta Gaming Authority) and raise the complaint with them. They will then contact the casino which will have to provide them with the needed proof. 
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Is this worth doing it, I mean in time frame, I know this hit is a big one, but I'm not sure how this flow is going, what can I expect after mailing MGA? 

Can you explain me a bit more about this Skylined, this is the first time I haver had a issue with gambling online, or otherwise the casino could always fix the issue, 

This is another level for me to put steps on. 

 
Hi, I spent last 20 minutes checking which license they have. All the website listed them that they have MGA but I couldn't find one. I asked their livechat and they're licensed in Curacao. That's one of the worst licensing authorities and I doubt you'll be able to do anything in your specific case.

The only option now for you is, to try and submit a complaint - with all screenshots and emails, dates and times your winnings occured right here: https://thepogg.com/casino-review/casino-mate/ . Seems like they have a representative there, so that's the only route for you at the moment.

Hope this helps & Good luck!

 
Skylined87 said:
Hi, I spent last 20 minutes checking which license they have. All the website listed them that they have MGA but I couldn't find one. I asked their livechat and they're licensed in Curacao. That's one of the worst licensing authorities and I doubt you'll be able to do anything in your specific case.

The only option now for you is, to try and submit a complaint - with all screenshots and emails, dates and times your winnings occured right here: https://thepogg.com/casino-review/casino-mate/ . Seems like they have a representative there, so that's the only route for you at the moment.

Hope this helps & Good luck!
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Skylined, big shout out, to make time for me to check what my options are, I really appriciate it, I'll try your link with the proof I have I can at least give it a try, also Kim told me the advise to stay away from gambling sites like these, I also was noticed it was an MBA licensens casino, but indeed I see it's from Cyprus / Curaçao is the same I guess, I'm aware,

but the fact that I stopped gambling online is now, I can't trust any casino no more to play, what happens if this will happen again, only because I refreshed my page on my mobile phone,  and this hole situation is rigged, sounds very unlogic but this is the very truth, 

Stil have the feeling i robbed my own money, 

 
We all learn from mistakes buddy. Best thing is to stay to trusted casinos (those we have listed on our website) or the casinos which hold MGA / UKGC licenses. Always check the casino before signing up. It will save your time, nerves and money. If you're not sure about a casino, you can always ask fellow forum members or do a Google search. Best of luck in your case being successfully resolved :)

p.s. Not ALL Curacao licensed casinos are rogue, some are pretty decent, but you need to be extra careful when you sign up to those and do your checks before you deposit.

 
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Skylined87 said:
We all learn from mistakes buddy. Best thing is to stay to trusted casinos (those we have listed on our website) or the casinos which hold MGA / UKGC licenses. Always check the casino before signing up. It will save your time, nerves and money. If you're not sure about a casino, you can always ask fellow forum members or do a Google search. Best of luck in your case being successfully resolved :)

p.s. Not ALL Curacao licensed casinos are rogue, some are pretty decent, but you need to be extra careful when you sign up to those and do your checks before you deposit.
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Hey Skylined, I have a short update, I have nothing to fight against, because this rule is been written in there terms, I'm bit on cooldown, Thnq for your help Skylined, 

Got an update from ask gamblers to, 

Screenshot_20170711-153351.png.jpg

 
Well I'll be damned. It's hard to understand that it's a malfunction as this kind of line hits happen multiple times per day across many players. I'd go bonkers for sure :D

 
Skylined87 said:
Well I'll be damned. It's hard to understand that it's a malfunction as this kind of line hits happen multiple times per day across many players. I'd go bonkers for sure :D
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Indeed buddy, I learn from this, at least for the first time i can say to you all, look out where you gamble, this mistake won't happen again, I'm sure about that, 

Thnx for the help buddy, 

 
That email reply. You were lucky  enough to trigger a very difficult hit so he encourages you to deposit and play again?

Like that hit is going to happen very soon again!

 
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