UNRESOLVED: OzWin - Failure to address game integrity/broken software

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Last post made 11 months ago by Complaints Moderator
charm8600
  • Started by
  • charm8600
  • United States Newbie 8
  • last active 7 months ago

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  • Mods - I wrote the below review but wanted to offer you the opportunity to run this down should you wish for the benefit of future players. I personally do not need resolution as I just decided to ultimately cut ties completely on my end given the situation and its severity. Should you need it, User: Charm****
     

    "Not often will you see a review here where a player away from money in their account but that’s exactly what I did and don’t feel the least bit dissatisfied in doing so.

    I had signed up through LCB on the Sneaky Santa promo as I had been looking for a casino outside of the Bov/.lv family just to diversify and given their high rating/praise here, I expected good things…

    As to the issue itself, it was initially software related and then it became CS related and I question the actual integrity of their casino overall at this point. So in the play through on Sneaky Santa, the game malfunctioned during a bonus. This was clearly the case, as displayed within the visual history of the machine/spin and confirmed by the initial CS agent I spoke with in chat. I thought surely this can’t be that difficult to review and resolve, as well as to acknowledge the issue had been patched snd some type of assurance I wouldn’t have to expect similar on their site from that point forward.

    The CS agent was pleasant but ultimately couldn’t resolve in that moment, which I understood and she shot an email stating I’d be contacted in 24-48 business hours regarding the matter and/or resolution. This was Friday night/Sat morning when it happened, so I checked in on Sun night/Monday early morning just to see if casinos considered weekends normal hours of operation (they do not lol) and then again on Wednesday which was truly 3 business days later.

    I was told that the issue was still being looked into. No other update but I chalked it up to being busy or pending a response from the developer. It was also Thanksgiving weekend and while they are not a North American venture, RTG is.

    I attempted to check in once more a couple days later, same non-story and lastly I reached out last week (Weds night/Thurs morning) which at that point after being told there’s no update and to wait 24-48 hours to be contacted I sensed the runaround and handled it as such.

    At no point should I nor anyone else have to enter into business with a company that A) does not follow up with their customers after stating they will do so (But I received 19 promotional emails from OzWin during this time asking for me to deposit) and B) does not take seriously the most egregious of issues-game integrity (this and honoring withdrawal are probably the two biggest things a casino needs to survive long-term)

    I will state that the last CS agent I spoke with reluctantly tried to offer me a $10 chip (presumably with rollover but I didn’t even ask) not as compensation for me having to initiate contact on their behalf 3 times but to consider the entire matter closed. The $10 didn’t even amount to what I’d already won within the bonus prior to it retriggering but failing to produce the additional spins... 

    I know these casinos are used to dealing with bonus chasers and the like, but that isn’t all of us. I care more about trusting them as an operation than any bonus or free anything they could ever offer me.

    I suggest anybody step to this casino with caution and I invite @OzWin to respond directly to refute anything I’ve just stated."

    Image 1: Retrigger within active bonus

    Image 2: Initial Free Bonus - Spin 1

    Image 3: Game rules stating 24 spin total expectation

    Image 4: Initial email from CS

    Note 16 spins transpired from start to finish within the bonus.

  • I couldn't get the images to load but can send to you another way (or with addt'l direction) if needed. 

  • Hello charm8600,

    Welcome to LCB! Glad to have you here. smiley

    We will reach out to the Casino Representative to inquire about your concerns. 

    Keep you posted.

  • Hello charm8600,

    The casino acknowledged receiving our complaint about your case and stated they will get in touch with us.

    Keep you posted.

  • Hello charm8600,

    We have just received the update from the casino regarding your complaint.

    We are forwarding to you the complete response from the casino:

    We appreciate your feedback and sincerely apologize for any inconvenience you've experienced with the Sneaky Santa promotion. We understand the frustration caused by the delay in resolving the game malfunction issue and recognize the importance of timely communication.

    Please be assured that our dedicated department is actively working on finding a solution. However, as you mentioned, some technical issues can take longer to resolve than anticipated. We are still awaiting a permanent solution for this particular game issue.

    In the meantime, we want to highlight that we have over 250 other games that are functioning correctly and ready for you to enjoy and potentially win from. We apologize if the compensation offered so far didn't meet your expectations, and we are committed to providing you with the best possible deals.

    Your concerns are being taken seriously, and we are currently reviewing our procedures to ensure smoother resolution processes in the future. Thank you for your patience and understanding as we work towards a resolution for the technical issue you've encountered.

    Considering everything, we will classify this complaint as Unresolved.

    As soon as we receive an appropriate solution regarding your case, we will reopen the complaint.

  • That's about what I expected after hearing from them. Glad it isn't just me and glad I got it out there so others are aware.

    Ty!

  • Hello charm8600,

    You are most welcome.

    Regards,

    Eowyn

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