BetMGM Casino WV - Player's experiencing technical difficulties.

I’m playing slot machine call Finn golden tavern, with free spin on that bet but I also got special free spinning in the game, and keep winning but the problem is always problems on internet kept kicking of and I have to keep login again to play for couple days but still keep winning so I decided to called customer support to stop the games and just give me what I just won, they told me to login to my account and to the game while I still speaking on the phone after the person on phone told me he is saw that he’s hanging up the phone call and after that the game was deleted no more that game and I keep call again every time say I have to login to the game nothing they can’t do if I can’t. I lost a lot of money awhile ago a lot but now when I win I got this trick. Please I really need help

Dear thipsudaoh,

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. Do I understand correctly that the whole game was deleted and you cannot find it when you want to play? Or was the progress of the game deleted?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

No the win price I do need but if I can’t get anything if I’m not finished the games that will be okay, I will be happy with it. I’m very thank you for your try to help and I’m sorry for my little English understanding.

Thank you for your reply, thipsudaoh. Unfortunately, I still don't understand what happened. Did you win, but the winnings have not been credited to your casino account?

i m very apologize of my English yes I win but I do not get anything yet, because they’re asking me to login to the games but the game I win already been deleted by casino customer service when I called them. Hopefully you can help me.

Could you please provide any screenshot of your winnings? If possible, please also forward me your game history.

Furthermore, I still have not received the requested communication between you and the casino. Please forward it as soon as possible, so we can proceed with this complaint. Thank you.

I’m very sorry but I don't see any information that I requested. Please check my last reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

I can’t get into games history because the games sites deleted everything and the games I were played. So only screenshots I can find, hope you can help.

I am sorry, but based on the described course of events and the limited evidence you could provide, I am afraid that we are not able to proceed with this case. The games in the casino are programmed to continue even when the connection between the server of the game provider and you is disconnected. If such an event happens and the game crashes, the correct result is recorded by the game provider.

If your winnings from a crashed game have not been credited to your casino account, unfortunately, you most likely didn't win anything.

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

Dear thipsudaoh,

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.

I don’t know what to say if you totally open your hearts and look at the left sides you will sees. I’m won on extra spin it’s will be on credit after I finish but I can’t so I called them and they deleted the games, if I’m not win why they deleted the games? I need your help please.

I fully understand your frustration, however, I would like to emphasize, that it is very difficult for us to proceed with this case without strong supporting evidence. We would like to help you, but it’s impossible for us at this time. Please, if you come across any kind of proof, do not hesitate to contact us and we can reopen this complaint anytime.