JackMillion Casino - Гравець стикається з проблемою бонусу через заморожену гру.

I paid to receive a bonus of 10 free spins. On the second spin, I won an amount, but an error screen appeared. Now, when I open the game, it shows a frozen image with an error screen. Upon contacting customer support, they told me that to unlock the game, I have to forfeit the bonus I paid for. I believe this is illegal.

Ho pagato per avere un bonus di 10 giri gratuiti. Al secondo giro ricevo un importo e compare una schermata di errore. Adesso aprendo il gioco compare l’immagine ferma con una schermata di errore. Contattando l’assistenza clienti mi dicono che per sbloccare il gioco devo cancellare il bonus che ho pagato. Penso sia una cosa illegale

Dear Tony82,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with JackMillion Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly the casino offered to resolve the issue without you losing the feature spins?
• Have any winnings been credited to your balance as a result of playing the spins?
• Could you please explain what the disputed amount of 500€ represents in this situation?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

The casino said that to unlock the game I have to give up a bonus I paid for it.

In the meantime, the casino has unblocked the game by canceling my bonus and refunding me the bonus amount, which is not correct because in the bonus game I had already won about 500 euros. However, I consider this procedure illegal as if it were an ingenious idea, a trick, a trick...

I don't want to deal with this casino anymore and I have asked via email to close the account because I consider this casino unsafe and dishonest

Il casino ha comunicato che per sbloccare il gioco devo rinunciare ad un bonus che ho pagato per averlo.

Il casino nel frattempo ha sbloccato il gioco cancellandomi il bonus e rimborsandomi l'importo del bonus cosa che non è corretta in quanto nel gioco bonus avevo già vinto circa 500 euro. Cmq ritengo non legale questa procedura come se fosse una trovata ingegnosa, trucco, un'astuzia.....

Non voglio più avere a che fare con questo casino e tramite mail ho chiesto di chiudere il conto in quanto ritengo questo casino non sicuro e disonesto

Please send me your discussion with the casino on the topic. My email is tomas@casino.guru

they admit the mistake and advise to cancel the bonus I paid

ammettono l’errore e consigliano di cancellare il bonus che ho pagato

Have you closed your account in the casino already?

Do you have access to your gaming history?

Have you purchased the feature in the slot game with a real money deposit or bonus money, please?

Greetings.

-I asked for the account to be closed which has not yet happened on their part.

-I have access to the history

-the casino admitted the mistake but solved it according to them by granting me a bonus of 100 euros

-the bonus was purchased with real money

Salve.

-ho chiesto la chiusura del conto che ancora non è avvenuta da parte loro.

-ho accesso alla cronologia

-il casinò ha ammesso l’errore ma ha risolto secondo loro concedendomi un bonus di 100 euro

-il bonus è stato acquistato con soldi reali

How was the result recorded in your gaming history?

Did the casino justify its decision to cancel the bonus free spin results to you? Have you saved any communication from the casino justifying its decision? Please share this information as screenshots here or alternatively send the information to my email at tomas@casino.guru

leave everything alone....!!!!

I sent everything that could help you understand what happened.....

you still ask me questions that I have already answered

I asked to delete the account....if they delete it fine.....but if they don't delete it I haven't played on this casino for days and I don't recommend it.

Greetings

lasciate stare tutto....!!!!

ho inviato tutto quello che vi poteva permettere di capire quello che era successo.....

mi fate ancora domande a cui già ho risposto

ho richiesto di cancellare il conto....se lo cancellano bene.....ma se non cancellano non gioco più da giorni su questo casino e non lo consiglio.

saluti

Dear Tony82,

I didn't mean to upset you with my responses.

Please understand that it is very difficult to conclude from one static screenshot, without any conclusions from the game provider, and agree with a player that the payout should have been different. Bets are counted automatically and if there are no official records from the game provider, we really do not stand a chance to pursue those cases.

I apologize for not being able to provide more assistance in resolving this case. Please feel free to reach out to us if you encounter any problems with other casinos in the future.