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[RESOLVED] Casinocalzone / Medusa Megaways Issue


PlzBeNiceWinamax

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Hi,

on Wednesday I played on Calzone. I've been doing some 25€ Feature buys at Medusa Megaways. This all went smooth - it ate my money, but the features launched the way they should. 

When I wanted to do one last buy, the 25€ got deducted from my balance as before after it has let me confirm I want to buy the 25€ feature. However, this time the animation of me having 10 Free Spins did not appear and all buttons were blank. I thought "no worries, lets just reopen the game and play the feature" as it would be usually. However, no feature there, the game just opened as if nothing had happened. I did a normal 0.25€ Spin to see what would happen, however the reels just kept spinning and all buttons were left blank again. Same procedure happened one more time after opening the game one more time. Thus, in total 25.50€ missing from my balance. 

I went to live chat of Calzone and explained the problem, they wanted me to give them the exact times of especially my 25€ wager. I gave them a rough estimation, but anyway I believe it should be pretty easy for them to verify it, I told them I did a few feature buys and the last one was the one not working,

Anyway, it seemed to me the live support did his best he could to help, and directed it to the tech team. I thought "this might take a while but will easily clear up", so I played down the remainder of my balance (only like 13€ was left anyways after the Medusa Megaways incident). 

The next day I was contacted by the tech team - with a pretty shocking reply. It was in the lines of "you played down the balance and that's why your account is empty". Well sure sherlock, however, 25.50€ is still missing for no reason. A few emails back and forth, me passing more information etc., they contacted the game provider (NYX I believe?). The reply came pretty quickly. They closed an open game round (remember it should have been 3!) and there were no winnings to be credited. Well, this is pretty funny in my opinion. First, I don't even know which of the game rounds they closed. And besides that, of course there are no winnings if no Spins were played after the feature buy. 

I think it's unlikely enough that a medusa Megaways bonus pays 0.00x (similar to Bonanza etc., for those who don't know the game), but what makes it even worse is that at the end of the 10 Free Spins I should be able to choose between keeping the win or replaying the feature. On a 0.00x feature I obviously would choose to replay it, however, the game can not even do that without my input. Even if it did that, I think the chance of hitting another 0.00x is pretty much zero. 

I think there is one big flaw in communication (is my english that bad? I'm not a native speaker but I would expect it's pretty well understandable what has happened), it took quite a few emails for Calzone to get my point. It seemed to me they tried to be as helpful as they could, however, it's obviously not good enough. Right now the stand-point is they say "the Operator told us there are no winnings, sorry" and case closed for them. I can take a loss of 25€... or 250€... but this just feels like outright theft. Who is responsible here (for me both the provider and Calzone are), probably people have different opinions. 

 

 

 

 

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  • 4 weeks later...

So as Update on this issued:

SG Digital contacted me with a very satisfying solution on this, but it's now 3 weeks and I still got nothing. Last I heard it should have been sorted either friday (Last Week) or monday. However I have not heard anything for a Week now. It kind of feels like stalling, however I don't know with what merit. 

Calzone has never contacted me again. For them the Case was just closed and had I not made this thread, the money would just be gone with no way of retriving anything. Pretty disappointing behaviour IMO. 

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9 minutes ago, PlzBeNiceWinamax said:

So as Update on this issued:

SG Digital contacted me with a very satisfying solution on this, but it's now 3 weeks and I still got nothing. Last I heard it should have been sorted either friday (Last Week) or monday. However I have not heard anything for a Week now. It kind of feels like stalling, however I don't know with what merit. 

Calzone has never contacted me again. For them the Case was just closed and had I not made this thread, the money would just be gone with no way of retriving anything. Pretty disappointing behaviour IMO. 

Hey! I'll remind SG about this, should be sorted next week. 

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On 31/05/2019 at 16:24, Skylined87 said:

Hey! I'll remind SG about this, should be sorted next 

 

So SG Digital has been online 3 days ago. They did not make anything happen, they did not even bother to click on my latest PM (that being said, that was sent like 2 weeks ago). 

It is unbelievable behaviour to first have such a bug that outright steals money and then getting tilted like that by the provider even more. Offering a satisfying compensation, then stalling for weeks long and then vanishing pretty much shows how this company operates IMO. I don't know why they reply to the thread in the first place if they end up acting so dodgy, I doubt it makes them look better now, not for me anyway. I will bump this up until it is sorted the way they suggested (which would be little compensation by now for all the tilt one effected would feel by their acting), even if it never gets sorted, everyone should know about such behaviour of a company that probably rakes in Billions per year. 

 

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