never mind I think I misread something you wrote earlier, about them not having a record of the wins. I'm outta here... g/l
Well, thanks for wishing me good luck. I went and looked at how the last issue was handled and I guess I had on rose colored glasses. No one responded on the forums during that issue (my bonus round wasn't working) and email communication was kind of rough. I've detailed the experience below and now I'm thinking they will drag on forever in resolving the issue. I'm also concerned that Brian can not see that I played the game I won on, nor did they receive the email where I asked for help on this problem, nor can he replicate the alternating credit balance I experience when I login on the webpage. Honestly, I forgot how laughable some of the conversation was back in November.
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I sent out a support ticket on November 8th
They responded same day and said it takes 48 hours to analyze server logs. (That's nice because now they can see everything in seconds and say I wasn't playing)
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I think they were hoping I would give up because I never heard back until I sent them a message again on November 15th. Their response was, "I just checked our database
of open tickets to the software provider and it's still pending. I've asked again for a fast response on this matter. I'll update you as soon as possible.
Sorry for the inconvenience this has caused you."
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November 16th They said, "We have checked the log files and the game bonus round should be playing just well now. Please start the game and finish your open bonus round."
(Which confused me because I couldn't figure out how I could just open up the slot game and have a bonus round start without me doing anything. I emailed them back the same day, expressed my confusion
and let them know that no bonus game popped up.)
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They replied on the 17th, "We have forwarded your question back to the software provider. So far we know both system, the flash and download version are able to resume lost and unfinished game session. If nothing happen then either something is wrong or they missed something."
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On November 19th they get back to me, "Could you be so kind to restart once more XMEN and press on the spin button and see if you are taken to the unfinished bonus round."
(and there were some back and forth emails that pretty much said, "it didn't work" and they would email back, "try again".
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On November 20th I thought they wanted to refund me a quarter and I asked if that was the case)
They responded, "No the bonus round in that case is played through and the amount of bonus is then know. This will be the amount refunded.
We unfortunately can check this in our system and need to receive that value from the software provider.
We are awaiting this to be able to credit your account accordingly."
(yeah....I know what you are thinking)
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(November 23rd and I have yet to hear back from them so I email to ask)
BC "We didn't forget about it we received the bonus amount today and we are waiting for manager approval to credit your account. You won 250xTotal Bet (0.25) which gives a total of 62.5 credits.
Due to the thanksgiving holiday we could not get the finance approval for it yet. We believe to get confirmation within the next hours."
(A little later that day they did credit my account)
