APlay Casino - Player has experienced technical glitch.

Hi Casino Guru,

I hope you can help me.

on December 2, 2020 at 12:40 pm I deposit $ 1,950 into my aplaycasino.com account.

I start the game, which is called Piggy rich megaways.

To begin with, it is going quite well. After a short time I get a bonus game and get a small win. I continue the game and let it run on auto. which I renew at every 100 rounds.

After approx. 45 minutes I have approx. $ 250 back and got a bonus game. But just before the bonus game starts I get thrown off. The screen shows technical errors - log out and log in again.

I log in again and start the same game but the bonus game was gone. And I have not received any winnings.

I call their customer service, who tells me to contact them via their chat service.

Which I then do and i was told they will investigate it and return. But the employee who was named (Helena) says that it is my own fault that I have put the game on auto - because you are logged out when there is no activity?

It's simply grotesque. So why does the game or every other game has auto function.

I do not expect them to acknowledge, my complaint and loss of the bonus game. Why I hope you can help me get Aplaycasino talking and of course they give me the bonus game in Piggy rich that I am entitled to.

I'm looking forward to hearing from you.

Thanks in advance.

With best regards

Nader

Dear Nader,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots videos, or your game history along with any relevant communication to petronela.k@casino.guru? I have received one screenshot, could you please comment on it in more details? Have you saved any screenshots showing the actual bonus game?

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

Best regards,

Petronela

Thank you very much, Nader, for your reply. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Nader,

Our Technical department has contacted the provider for further investigation. This is an answer from the provider: "After checking the round in question, we couldn't find any issues or irregularities with it. The transaction is successful.

Keep in mind that if the game is closed during the bonus animation, at reload the animation is not expected to continue, instead the users can see the full spin details result in the game's history."

We at Aplay casino take players difficulties seriously and always try to find best possible solution. In this case the following answer has been officially issued by the provider. Thank you for your patience!

Best Regards, Aplay

Hi,

Yes it says in - but when I logged in again there was neither bonus game nor the win that the bonus game had won.

It's a game (piggy Rich) that I have played for many years and know the conditions and how it works.

I can therefore not use your feedback for anything - except that you are trying to throw the responsibility away from you.

Sincerely

Nader

Hello Nader,

In case of disconnection from the server (which is one of the explanations of what could happened in this case), the game round can end up differently on your computer/cell phone than on the server. In such an event, the server result is the one which prevails. If the game provider confirms that the result was ok, then all that we can do is to check the game log.

Aplay casino representative, can we check the Nader's game log?

(matej@casino.guru)

Hello Matej,

Sorry for a delay in response, our priority is to go through the case thoroughly.

There is no possibility to disclose such information in public due to security reasons. I have sent you relavent information to the email stated above.

Best Regards,

Aplay

I received the required information, from this round, everything looks fine, and you actually won Nader.

Just to be sure, do you know the exact round ID, where your problem happened Nader?

Dear Nader,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.