Slot issue: how long should it reasonably take to get an answer?

I’d like to hear what you guys think of this.
Have I been patient long enough and is it time to put my foot down or do these kinds of things take this long to be resolved?

Short version:
About 7 weeks ago I had an issue playing slots. Since it happened at one of my favourite casino and I’m not sure if my frustration is reasonable, I’m not (yet) going to name the casino or the slot.

I’m kinda frustrated because after 7 weeks I’m still waiting for the game provider to answer the casino. IMO the case is very clear, definately when you look at the screenshots, and I can’t think of any valid reason why it should take this long for the game provider to get back to the casino. 

When I go to chat and ask support for a status update I’m told it’s out of their hands and the only thing they can do is wait for an answer from the game provider. Even sending the game provider a reminder (in case this issue was overlooked) appears to be not done / out of the question.


Longer detailed version:
September 6
I made a €10 deposit and opened the slot to play. I set the coin value to 0.01 (€0.25 per spin) and activated 10 auto spins. During the first auto spin, the slot suddenly reloaded. Then, after clicking continue at the starting page, the auto spin cycle I started before the game reloaded, continued. So the auto spin cycle wasn’t reset after reloading. The coin value however was reset to €0.05 (€1.25 bet per spin). Before I even realised what was happening, I got a pop up telling me there wasn’t enough money left in my account to spin again. So because of this, the funds I just deposited in my account were gone. I managed to make a couple of screenshots that clearly show something wasn’t right with the slot.

I immediately contacted support and told them what happened. At their request I sent them the screenshots.

September 7
The casinos reply:
“Dear Kim,
You have contacted us regarding experiencing some issues while playing the game "XXX". Unfortunately the game always resets it self to the default bet size after reloading the game. However, as in this case, the auto spins should not continue after the reload. We have contacted the game provider about this and are waiting for them to answer. We know this is of course dreary and we apologize for any inconvenience this might cause. We are as said very sorry for this and as a goodwill we have added 10 free spins to "Starburst" on your account.”


September 9
Went to live chat and asked if the game provider had already responded. I was informed the issue was sent further for investigation and that it might take a while until they receive an answer from the game provider.

October 8
Went to live chat again for a status update. I was basically told the same as on September 9. But because some answers struck me as very odd (see part of the chat I had pasted below), I got a bad feeling about it. Even though I was granted a little comp of 10 free spins on Gonzo’s Quest.

13:46 Kimmmmie: Is it possible to send the game provider some kind of reminder or something like that? In case they forgot?
13:48 Pxx: I will have to consult my colleague, second please.
13:51 Pxx: We are legally bound not to give this kind of information, sorry.
13:52 Kimmmmie: ehm....I didn't ask for information....
13:55 Pxx: I can tell you that on "07 October 2015 08:05 AM" their devs are still on the issue.
13:55 Pxx: Sure seems to be a difficult issue.
13:57 Pxx: We will contact you right away when they have cleared it.
13:58 Kimmmmie: I don't really know what to say....I'm finding this very odd


October 16
Went to live chat again for a status update and basically got the same reply again. The case is still under investigation and until the game provider responds, the casino can’t do anything.

October 27
Still waiting for an answer…

Hey Kimmmmie, 7 weeks is certainly a long wait, but it surely might indicate that the problem was not quite trivial.

Can you tell us the name of the slot you had problems with?

Sorry for another lengthy post, just trying to give full information 

Please tell me your opinions: am I right to expekt the money to be refunded to my account?

Any advice on how to handle this is very, very welcome!


October 27 (evening)
Since it felt a bit like going on live chat wasn’t helping much, I didn’t go to live chat since October 16. Thanks to drtheolen (who for me confirmed in general 7 weeks is a long time to wait for a n answer) I thought I’d try live chat one more time.

I’ll copy+paste the chat that followed and which has left me baffled . I think I’m right and the funds lost because of this fault should be refunded. They feel the free spins, which I received as goodwill for the trouble of waiting, is refund enough?! Their final reply said the fault had to be on my end. Is that even possible?! How can I check? What can/should I do?

20:53 Your Question: Hi, I'm contacting support regarding "[SUPPORT #LDU-303-21215]: Winterberries issue‏". It's been more than 7 weeks since I received an email telling me you were waiting for the game provider to answer your questions. I'd really like an update
20:53 Please wait, an operator will be with you shortly.
20:54 You are now chatting with Wxx (Customer Service) - English
20:54 Wxx: Hello Kimmie, how are you?
20:55 Kimmmmie: Hi, I'm fine thanks and you?
20:57 Wxx: I am fine, thanks for asking.
20:58 Wxx: One moment please and I will check with the security department regarding this issue.
20:58 Kimmmmie: sure, thanks
21:03 Wxx: Thank you for waiting.
21:04 Kimmmmie: sure, no problem
21:07 Wxx: Okay, so Kim i just talked to the security department and we have received an answer from the providers.
21:08 Wxx: We are in the process of porting this game to our new game engine (responsible for all our newest games - such as Holmes or Vikings). We believe this will resolve this issue. We are sorry this is taking so long, but the resolution will be delivered.
21:11 Kimmmmie: Ehm....I asked for a refund of the money that was taken from my account because of the issue. I just made a deposit, and on the first spin the game reloaded and before I even knew what was happening I saw a pop up telling me there wan't enough money in my account
21:13 Kimmmmie: Bets were made because of a glitch / fault or however it's called. Not because I initiated them so those funds should be refunded. That's what I've been waiting for.... a refund
21:15 Wxx: Unfortunately, we cannot give out any refunds.
21:15 Kimmmmie: Have you read what happened
21:15 Kimmmmie: made a €10 deposit and opened the slot to play. I set the coin value to 0.01 (€0.25 per spin) and activated 10 auto spins. During the first auto spin, the slot suddenly reloaded. Then, after clicking continue at the starting page, the auto spin cycle I started before the game reloaded, continued. So the auto spin cycle wasn’t reset after reloading. The coin value however was reset to €0.05 (€1.25 bet per spin). Before I even realised what was happening, I got a pop up telling me there wasn’t enough money left in my account to spin again. So because of this, the funds I just deposited in my account were gone.
21:17 Kimmmmie: How on earth is it possible those funds wont be refunded?
21:18 Kimmmmie: I never made those bets, I set the game to €0.25 bets per spin, not €1.25. And when a game reloads and resets the coin value of a slot, then the autospin should also be reset
21:19 Kimmmmie: All settings should reset or none, not just the one!
21:21 Wxx: Unfortunately we cannot refund the funds that was played up. Just like we wouldn't have deprived you of your winnings if that was the case. The standard bets are set as soon as the game starts up. If bets then are made with the standard settings we cannot refund that, it's up to the player in question to control the bet size before betting.
21:22 Wxx: And in compensation we gave you a total of 30 Free spins that also are wagered free.
21:22 Kimmmmie: I'm really baffled by your reply.....IMO this should be a no brainer for such a reputable casino as XXX.
21:24 Wxx: I am sorry that you feel that way Kim.
21:24 Kimmmmie: Like I said, something was wrong with the slot!!! Then when the game had reloaded and the coin value was reset
21:24 Kimmmmie: the auto play should also have stopped!!!
21:24 Kimmmmie: And it didn't!
21:25 Kimmmmie: Because of that my balance was gone
21:28 Kimmmmie: that's the issue. I didn't press spin after the game reloaded, the game resumed the auto spins I set before the game reloaded (which I set at €0.25 per spin). So that setting wasn't reset. But because the game reloaded, the coin value somehow WAS reset to €0.05 which was €1.25 per spin, 5x as much as I intended to bet
21:30 Wxx: When this was investigated we were unable to find any errors with the game. Nor could our game provider find any such errors. This leads us into believing that the error was in fact in your end, probably your device and/or connection.
21:36 Kimmmmie: I can't believe what I'm reading, I just don't know how to reply so I'll end this chat. Just to let you know: I'll be asking advice at forums I have an account at.

I'm now wondering, was the continue button the only one you could press, or could you cancel it?

So you're saying that the slot reloaded and went back to the default bet of €1.25. After the reload the auto spins automatically continued at the default bet without you having to select the number of spins? Or was it that you turned on the auto spins after the reload without realizing that the bet had gone back to the deault of €1.25?

I've uploaded screenshots that show:

1) the starting page where I had to click continue. After that I didn't click anything else, the 10 auto spins resumed and started the 2nd spin.
and
2) the pop up I got after the 9th auto spin and the error I'm talking about.

I hope this will clarify my point.

@Feelin froggy
Yes, that's exactly what I'm saying.
After the reload the auto spins automatically continued at the default bet without me having to select anything.

If I'd turn on the auto spins without realizing the coin value was reset to the default bet, there wouldn't be an issue. When something like that happens, and it has happened to me on several occasions, the only issue I have is with myself for not paying enough attention.

Okay, just wanted to clarify what you were saying. Is it possible for the casino to share the activity log with you? Based on what you've said there should be a sign of something gone awry.

Just asked for activity log on live chat

11:05 Your Question: Hi, I'd like to know if it's possible to receive the activity log of my account dated September 6, 2015.
11:05 Please wait, an operator will be with you shortly.
11:05 You are now chatting with Pxx (Customer Service) - English
11:05 Pxx: Hi there Kimmie,
11:05 Pxx: How are you?
11:06 Kimmmmie: I'm fine thanks and you?
11:06 Pxx: Great to hear. I'm very well, thank you for asking. :9
11:06 Pxx: I can see you question. Do you mean that you want to see your game history for September 6, 2015?
11:09 Kimmmmie: No, I mean the activity log. It should be a log that registers all activity so if something goes wrong, isn't working properly, it should be visible in that log
11:09 Pxx: Please hold for a minute.
11:10 Kimmmmie: Sure, thanks
11:10 Pxx: Is there any specific problems that occured that date?
11:12 Kimmmmie: Yes and I've been chatting with support about it for some time now ([SUPPORT #LDU-303-21215]: Winterberries issue‏ ) and after last night I've asked for advice on a forum how to handle this. One of the moderators suggested to ask for the activity log if that's possible
11:13 Pxx: I see. Please hold for a while longer while I have a closer look at the issue.
11:13 Kimmmmie: Since I really don't know what to make of this I haven't named the casino
11:13 Kimmmmie: in my posts
11:18 Pxx: Okay, great. Thank you for holding.
11:19 Kimmmmie: sure, no problem
11:23 Pxx: No, unfortunately we don't have any activity log where you can see this.
11:24 Kimmmmie: Too bad, thanks for checking
11:24 Pxx: No worries Kim.
11:24 Pxx: Is there anything else I can help you with?
11:24 Kimmmmie: No thanks, that was all I wanted to knowa

All the casinos hold a record of your activity, you should be able to obtain a copy of that record.

If we have a rep onboard you may want to consider contacting them.

Yeah, best to try and contact the Rep. I wasn't sure if you had the option to cancel auto spins after reload, because if you had than casino could say its your mistake not checking your bet, but since you had no option to cancel anything, its only right that you get a refund.

Thanks, it's good to know I'm not the only one that thinks I should get a refund.

Yesterday I sent a PM to the Rep.
Within 2 hours the Rep. replied, he apologized it has taken so long, he was now 'chasing' it himself and he would try to get it sorted out yesterday or today.

I'll post an update when I hear from the Rep. again

Contacting the Rep. started of very promissing but after the first reply it's been awfully quiet. October 30 I sent another PM to ask if there was any news yet but so far still no reply......

Not sure what my next step should be....any advice is welcome

Let's give it another day or so to account for the weekend. If you don't hear anything and wish to disclose the name of the casino you are welcome to private message the details and we may be able to find out more on your behalf.

I didn't have to wait long, later that day (Nov. 2) I received a reply to my PM.

"I can assure you that I am really fighting to get this sorted. I am disappointed with the game provider in question for not dealing with this faster but I am chasing them.
Best regards,"

I replied and told him it wasn't really clear to me why the game provider is being chased again.
On Nov. 3rd I received this reply:

"I understand you. But we still have to sort this out with the game provider before we can take any further stops. I am sure this will be done by tomorrow.
Best regards,"

Unfortunately, haven't heard from him since Nov. 3 (1 week ago tomorrow). So I just sent him a PM again.
If I haven't received a reply by Wednesday I'll send a PM to Feelin froggy with all of the details (if I should PM someone else please let me know).

the issue I had is now solved. Thanks for the advice I received, and special thanks to LCB , I don't think my bets would have been refunded if it wasn't for this forum.

Today I got good news:

"Hi Kim,

You contacted us earlier regarding strange autospin behaviour in the game Winterberries.
We have tried to figure out and recreate the situation you described but were unable to do so.

However, we have decided to refund you the bets you were talking about initially.
I am sorry it has taken a while, we tried our best to solve it but did only face dead ends.

€8.75 is now added to your account as a result of this.

Good luck in the games and should there be anything else we can help you with, please don't hesitate to contact us again.

Best regards,"

Great news! Glad to see the rep stayed on top of the issue and you can now get back to spinning Too bad they were unable to pinpoint the problem but at least you got your money back. Good luck to you Kimmmmie.

I wait once max 3 days,provider was playngo and once pragmatic.

Not that I'm against you on this but usually the casinos defense is that all malfunctions void pays and plays. I'm surprised they didn't start with that.

Persistence and LCB gets it done nice!!