PENDING resolution: House of Jack - Not getting what you paid for?

10 FREE SPINS per day is the condition to their first deposit bonus. So how could I have claimed 3 sets of 10 free spins (all at the same time) not on 1 occasion but 3. Thinking players are too soft or too lazy to argue over a few spins is WRONG. If House of Jack does this 20% of their players, how many free spins is that? And of those missing out on the free spins, how many could've have won? Is this not a breach of their license? House of Jack should be held accountable for when they don't keep to their side of the agreement.

Watch this space because I'm taking this all the way!!

Hi Trinzies,

You should get 100 free spins, 10 per day, so it means that you need to get 10 free spins for 10 days. How many free spins have you got so far? 

Hey Melissa,

So this is my bonus history. Deposit on the 5th. Bonus did not load automatically. Came to live chat on the 6th. Bonus was manually added, claimed first of 10 spins on the 6th, then second set on the 7th. The third set on the 8th didn't come automatically so I asked live support. It was then that I had seen 3 or 4 sets "completed" on my account and had asked the chat support about it. She says no it's fine and added my spins. Upon coming in on the 9th, everything is as you see here. Chat support wouldn't listen so i have since forwarded my angst to their complaint services. You can clearly see, something is not right by looking at the time stamps.

I see! Okay, we can get the casino rep to look into your account once again and check what's going on with your free spins. Could you please PM me your casino username? 

Hi trinzies,

The spins credited are from our game provider Play N Go and a bonus event is created for each round won. So basically you have won on 5/10 spins on 6 September, 4/10 spins on 7 September and 3/10 spins on 8 September. So you are correct, you have only claimed 3 sets of their Free Spins. Sorry for the frustration please come in a claim 10 spins a day on Spinions instead (our new welcome Free Spins game)to avoid the confusion. I will make sure that our call centre is ready to assist you.

Kind regards,

Ben

Head of VIP

House of Jack

Hi Newbie, The spins credited are from our game provider Play N Go and a bonus event is created for each round won. So basically you have won on 5/10 spins on 6 September, 4/10 spins on 7 September and 3/10 spins on 8 September. So you are correct, you have only claimed 3 sets of their Free Spins. Sorry for the frustration please come in a claim 10 spins a day on Spinions instead (our new welcome Free Spins game)to avoid the confusion. I will communicate this to our call centre staff to ensure that they assist you. Kind regards, Ben House of Jack

Dear Ben,

Thank you for your reply via my private email.

I appreciate your efforts in trying to resolve this.  

Couple of things i'm still confused about.  In your email, you had the tables of my gaming transations.  Please advise why do I have staring balance of $30 on the 6th of Sept at 04:43:02 when in fact I had depleted all funds playing Castle Builders 2 before i had came into to claim my first set of spins? And also, according to my gaming records that I downloaded off your server, I did not start playing Hugo until 5:14 not 4:43.

Please undersand why I am not satisfied with your explaination. I just want to play at your site with full confidence that my datas are safe from any outside interferences. Furthermore, I'd like also know why my emails are bouncing back from your complaints department. I have been trying to reach them on [email protected] since it is stated on your site's official casino terms page, why would my email be blocked by your server?

Finally I would like inform you that I have forwarded my enquiries to Play N Go as you  have stated that it's an issue that they are aware of but has still not fixed.  Im not sure what else I can do to get them to hurry up and fix it for you guys since you yourselves have not been able to rush them along but I will try my best.  

Once again I am thoroughly disappointed it has gotten this far and you were still unable to give me a clear and concise answer.

I will most certainly keep you updated here once Play N Go replies.

All the best,

Thi

Dear Thai,

Thank you for the opportunity to further assist you. We do indeed want to make sure we address all your concerns to your satisfaction and give you the peace of mind you seek in order to feel safe and comfortable with playing at our casino.

I would like to start off by saying that your casino account is password protected, and that only you know this password and so no-one can play on your account without your knowledge, furthermore, each and every activity on your account is recorded in the gaming server, this not only ensures that your account cannot be tampered with but also ensure we are able to fully audit and investigate any issues that may arise.

In response to your question regarding the time of play, I assume you are looking at the sheet which makes specific reference to your free Spins, (labelled “Free Spins Rounds”) which started at 04:43:02 – you actual game play on the 6th started on 00:00:01 where you had a balance of $23.67 in your account and you were playing on the game pimped. (Please see the sheet labelled “game activities”). I created the separate sheets to make it easier to show you what happened with the free spins you received (Which you originally queried), but also included the details of all your game play to give you the opportunity to look at this in more depth should you wish to do so. Please note there is also a filter in use at the top of the screen (Column A), which, when unfiltered will show all your gaming transactions. I had this filtered on the 8th to, make it easier to address your last question to me which was based on the expert of data you used for your play on the 8th.  

According to the records I have for your account, you utilized the free spins after playing on Pimped, then played on Castle Builder after using the free spins with a starting balance of $30.68. you then moved onto Hugo after almost playing all the funds out with a starting balance of $0.06. This is according the date and time we have received from the gaming server. There are over 3000 transactions captured by the server and so the spreadsheet I have sent you contains a lot of data. It does however nonetheless record all your activity and so If you don’t mind I would like to call you and we can further discuss this over the phone (it will be quicker for me to address your questions and I would like to ensure that I give you the peace of mind you seek without having to inconvenience you with mails back and forth).

As for the contact address you have used ([email protected]) I will speak to our technical team to see why your e-mails are not going through. (This address goes to our casino licencing office and can be utilized when your complaint has not been resolved to your satisfaction. This implies that should you not have received a satisfactory response from the casino support centre that you can escalate this to this address.

The casino is happy to address any queries you may have via our Call Centre support which you can reach via e-mail:  [email protected], chat (https://www.houseofjack.com/en/contactus) or telephone: 1800 006 285

I will endeavour to call you and hope that we will be able to speak soon. In the meantime, I will also send you an e-mail and you are welcome to contact directly with any further questions or concerns you may have.

Kind regards,
Ben

Head of VIP

House of Jack

Thank you Ben for your emails. 

I do apologise for the delay in replying to you. I just think it is best for me to take the utmost care and considerations in my replies so that we don't have any further misunderstandings.

I believe you are trying your best at helping us come to a resolution and I appreciate that very much. However so far, you have succeeded in raising more questions than answers.

I wanted to draw your attention to this table you had for me. The time stamps does not correlate with my gaming records. I also did not have that $30 balance when I started playing Hugo. And furthermore, you have this table below suggesting that I had I claimed a set of 10 free spins and played them in between Pimped and Castle Builder II when in fact I only started to play Hugo after my funds had depleted playing Castle Builders II

The above mentioned is only what I am willing to post here. The aim is to demontrate to you why I had thought you were not being forthright with us.

In light of your most recent email pertaining to the contacts you have had with Play n Go. With regards to Play n Go's time stamps being different to what the casino have on records, I would still like to explore that further for own clarifications. 

Given that you had liaised with Play n Go yourself, I trust that they will be contacting me also? . I would like to enquire also about the progress from your tech support about why my email was "temporarily blocked" from House of Jack's server? 

Once again, I thank you for your time. As I have not heard from Play n Go, unfortunately I have nothing further to add for you at this very moment. I hope to have more time to study and digest the information you have given me thus far.

Regards,

Trinzies

Hi Thi, 

Thank you for the opportunity to respond,

Your initial query was regarding the free spins you had received, where we had discovered that there was an issue on how our system showed the free spins received from the PlayNGo game provider. In brief, due to the data that was passed to our systems, it only showed the rounds within the free spins on which you won on your bonus history. As a result you had 11 entries for free spins in your bonus history, which were in fact 11 wins from the 30 free spins (3 sets of 10 free spins) received. This has caused some confusion on our end too as we initially though you already received all free spins due. We have subsequently identified that you were entitled to further free spins which were made available to you. We have also since taken this matter up with the game provider and this has been rectified. I have tested this myself and assigned another 10 free spins to your account (on the same game {Hugo} on which the issue occurred) so that you too can verify that this has been resolved. 

With regards, to the time stamps on your play, we have also discovered that the time stamps on your account history as per the gaming sever differs from the time stamps displayed on your account as per the casino website, this is because the data is displayed based on the gaming server is based on UTC time and the data displayed on your account is based on UTC+2. You are therefore correct in stating that you only started to play Hugo after your funds were depleted playing Castle Builders II. What this means in essence is that all your gaming activity is being recorded and we are able to verify and resolve any questions you have when taking this time difference into consideration. Effectively your play is available for you to audit and we are able to provide you will a full account of your gaming activity.

As for PlaynGo responding to you, they have been in contact with the casino after the contact they received from you. As you are effectively our player,  i.e. our customer, we have agreed that I would respond on both our behalf in letting you know that this issue has been resolved.

In response to why your e-mail sent to [email protected] was blocked, our technicians discovered that the address we have put up on our website is missing and "s" at the end and should be [email protected]. We have requested our team responsible for updating our website to amend this and this will be done with our next update. (We do regular updates when we change our player’s promotional offers). All our other contact details have been checked and you are welcome to contact the casino for any assistance required from our contact us page: https://www.houseofjack.com/en/contactus

Thank you for the patience you have shown, I hope that I have addressed your concerns to your satisfaction. If you however have any further queries, please do not hesitate to contact me.

Kind regards,

Ben

Head Of VIP

House of Jack

Dear Ben,

Thank you for your reply. Given your answers have caused more confusions than answers, you will understand why I need a third party to look into this further for me. Please be patient as I am still awaiting for Play N Go to reply. 

My understanding that online casinos will close in my country if not now then soon. I will try and resolve this matter for you as soon as I can.

Thanks you for your last post. That has clarified a few things. I'm glad you guys will be updating your complaints email address.  I will forward my email to the relevant departments for perusal and will be in touch.

Regards,

Trinzies

Is House of Jack owned by the same people as Guts ?

I'm pretty sure it is. The customer service staff are the same people as Guts too. Great casino, since I was transferred there from Guts I've withdrew $5300 in 4-5 weeks of playing. Give it a go!

I'm pretty sure it is. The customer service staff are the same people as Guts too. Great casino, since I was transferred there from Guts I've withdrew $5300 in 4-5 weeks of playing. Give it a go!

I was also migrated here from Guts casino.

In light of my own experience, I'm not too pleased. I think the standards of support for players from my country have dropped dramatically ever since the mass exodus a from a few months back. 

Players from my country don't have that many choices to choose from and a lott of the supports have this "take it or  leave it" attitude or simply just could not be bothered since the market is closing anyway. My passion for gaming is about the experiences. Winning or not. I should expect to be fun and dealing with HOJ support is NOT fun!!

It's UNRESOLVED 

Yeah I agree I was onto support today too and got very slow responses and bad attitude from the rep. Quite annoying when you make substantial deposits and are a loyal player. They need to reward their customers better like so many others do. As for the 10 a day freespins, they are worthless when you get 10 min bet spins it's a joke. Hope you get sorted bro! ✌

The point was not about the free spins. The point was to raise it to the casinos and their asociates to treat players with the proper respect and acknowledgements as we do them. I don't believe this was achieved here.

I'm very disappointed that Play n Go has not responded to my enquiries.  I'm feeling a little bit dejected to say the least.

I'm open to suggestions if anyone has one.

Trinzies 

Weeks have gone by and Play N Go still have not contacted me as per casino rep's advise over the phone!!

Yes, the casino rep already advised you that they chatted with Play'N Go first before they chatted with you. Let us know once you want us to close this case. 

Hi Melissa,

The last conversation we had, he was going to ask Play N Go to contact me directly and also send me a copy of this email he has between him and Play N Go. I have seen neither.

It was quite awkward and uncomfortable that the casino couldn't get anyone else to go through my complaint email.