Loss of winnings whilst playing

Hello there, I was playing on a game, I then got the scatter mode and continued, many times I then got 5+ extra spins, then the game got frozen. I then opened the game expecting the game to continue were it was frozen but I lost all the spins and winnings

I was then compensated with £30 bonus money with 1500 wager, basically they swapped my cash deposit winnings with bonus funds, I would need to win 45.000 pounds to cash out

I think it's good you've submitted the complaint. The casino should find a fair solution.

Keep us posted about the progress if you don't mind.

They have not been helpful so far. I think it's awful to swap really. Cash funds with bonus funds and then put 1500 wager

It seems that they cannot resolve, they go quite. Superb casino seems OK but why can't they deal with this rather small issue,

That's hard to tell...

Maybe they've asked the game provider to investigate. From my perspective, it is an option, and it usually requires some time, so the casino is struggling to provide further updates. Just guessing 🤔

Would be great to know for certain, of course.

Did you make any screenshots when game frozen? You can try your luck and send it to game provider yourself if you have exact time of the bet, screenshot, bet amount etc

Good suggestions. Do you speak from your own experience, perhaps?

Different person but ive had bugs on games before that the casinos denied, only for the provider to tell them about the bug and then the casinos compensated me.

Hi there.

I like the end "and then the casinos compensated me" 👌

Did you find the compensation adequate? I remember some players were offered a bonus in quite a similar situation, and an active bonus means restrictions...

That's why I ask. 🙂