10Cric Casino - Player's not able to play a game.

Hi,

I want some help regarding an Issue with 10cric casino.I got 40 free spins on cricket star slot but I cant use it.

Whenever I open this game it gives me error message 212 . I have been on chat support for more than 2 hours now. I did all trouble shooting they advised me still can't open the game.

Cleared cache cookies deleted history used another browser and device.

But it still doesn't work.

Than the agent told me that my Chrome was not updated.My

Google chrome is updated.

I had this same issue a year ago I got free spins on the same game at that time also the game was not working and the agent was able to credit the free spins on a different game instead of giving me so much hassel.

I informed all the chat agents I contacted that I followed the trouble shooting instructions they advise me to follow but the game still doesnt work.

Instead of accepting the fact that there was an issue with their game they told me that issue was on my end.

I am able to open almost every other slot but not the one on which I got the free spins than How could it be an issue on my end.

Please help me.

They ask me to to the same thing again and again but non of this fix the issue.

Dear Rocky_210690,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Did you activate this bonus yourself or was it credited to you by the casino?

Could you please clarify the dispute value (5,000 INR)? Did this situation somehow influence your real money balance?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina,

Thank you for replying!

Casino credited the 40 Free spins to my account because I opted in a promotion for a cricket match between India and Srilanka on 03 Jan 2023.For my INR 500 bet on the above mentioned match 10cric credited the 40 no wagering free spins on my account.

I was not wanting to fill in the disputed amount option but I couldn't submit the complaint without it.

It's just a rough estimate as in how much I could have won from those 40 free spins as per me.

When I open the Cricket star slot with fun money it works but as soon as I try to play it for real with my free spins it doesn't work.

I doubt it's an issue from my end as the chat agent informed me yesterday.

Yesterday I wasted more than 6 hours with several of their chat agent who kept giving me the same copy paste answer.

Everytime I contacted them yesterday Every single chat agent asked me to do the same things again and again like Clear cache cookies delete history try different browsers, different phone, try incognito mode, try desktop mode, try to log in from their Aap.

I did everything over and over again with atleast 3 different chat support agents yesterday.

Everytime I contacted them they had no clue about my previous conversations with the their own chat support agents.They don't even leave a note on my account for their reference. They kept asking me to do the above mentioned same trouble shooting again and again.

They don't even provide chat transcript

On my email. I had to take screenshots of my conversations each time I contacted them yesterday. I have attached a few below if you need more I can send it all to your email.

Please let me know.

I am very frustrated with this casino I did everything they asked me to do but my issue is still not fixed and I can't still use my 40 Free spins. I am afraid my Free spins will expire before they fix this problem I have them untill 11 Jan 2022.

I hope you can help me with this.

Thank you

Thank you for your reply, Rocky_210690. Unfortunately, this truly seems like a technical issue, and unfortunately, we are not able to help with that. We cannot penalize the casino since this didn't influence your real money balance and bonus balance as you didn't even start to play with these free spins and the bonus is about to expire.

There is a chance that you are not eligible for this bonus and it was credited accidentally, or you didn't meet all criteria to be able to use them.

Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you for your understanding.

Dear Rocky_210690,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It's influence my real balance as i pre bet rs 500 on India vs srilanka match as per their promotion for free spins ..

Their free spin on that particular game is not working as i requested them to give it on other game . But they just giving excuses .

That cricket star slot is not working with real money also .. apart from that slot every slot is working.

Rocky_210690, if the game doesn't work it could easily mean that it is not available in your country or the game provider is experiencing some issues.

We are not in a position to force casinos to give bonuses to players. If you did not make a deposit in order to activate a bonus, we cannot help.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.