Casinoly - Player complains that a specific game is not available.

I have been playing casinoly games for a while now. I liked the weekly challenges, that is, when you play certain games with a certain bet a certain amount, you get points that can be used for bonuses, etc.

About a couple of weeks ago, I was still playing a challenge game when in the middle of the game the game froze and I couldn't play it at all. I thought it was some temporary problem. However, this particular game has not been able to be launched at all since that situation.

Could this be a coincidence, or can the casino deliberately prevent the playing of a game so that points cannot be accumulated? There is no mention in the site's terms of use that the game in question (wolf saga) cannot be played in Finland.

I have asked about this customer service several times, they have always answered that it is an update, because of which the game cannot be played. and switching to other games is recommended.

In general, I ask, how honest are the casinos in their own campaigns? In my opinion, Casinoly has a very good bonus system, but if games are blocked from it in this way, it seems that the games will remain on that site.

Dear tatta12,

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. Could you please advise if other games are available for the weekly challenge promotion? Are there any funds being stuck inside the Wolf Saga?

Please understand that this issue may be caused by the game provider and not the casino itself.

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

Hey

There are many other games in that weekly challenge campaign, however, the idea is that all the challenges have to be completed in order for the points to be collected to make sense, about half will be missed without that one performance. There are a total of six other required games and they have worked well.

So I feel that for some reason the casino doesn't want me to complete those challenges and therefore prevented me from playing the game. I would like to know if anyone else has had similar problems.

The game in question, Wolf saga, has previously worked flawlessly on the site for about half a year, now it stopped working in the middle of playing, there are no funds left in the game. I've tried it at another Rabidi-based Casino and this particular game starts perfectly normally.

In regard to your question, no other complaints from players from Finland have been received about this specific casino and game. Would you like to continue the weekly challenge on other games or what would be an ideal solution for you, please?

I would like to hear from the casino why that particular game is not working for me. I have tried with different browsers and the mobile version and nothing works. I don't believe the explanation that the game is running an update.

In my opinion, if the casino offers campaigns, and it is not specified in the terms and conditions that e.g. citizens of a certain country cannot participate, then I assume that I would be able to participate in the campaign normally

If the casino doesn't know why that game doesn't work, they probably offer another game that I can use to complete the weekly challenges.

Thank you very much, tatta12, for your reply. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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.  

Hello, tatta12,

I am sorry to hear about your problem. I will contact the casino and try to find out more about the issue. Now I would like to invite Casinoly's representative to join this conversation and participate in the resolution of this complaint.

Dear Casinoly Team,

Could you please review the player's issue and provide us with an explanation? If we are talking about a technical issue, is there anything that could help him to launch and play this game (Wolf Saga)?

Are Bonus and Promotions T&Cs applicable to this type of campaign? Did the player make any deposits to the casino account?

Thank you in advance for providing the information.

Good day,

Thank you for reaching out.

Our tech team is still working with the provider on finding the solution so that the customer can launch the game. Due to the complexity of the case, unfortunately, it takes longer than expected. Since the issue does not affect other customers the game is available for weekly challenge. We are not able to manually change the game from the list for a specific customer. There are six other games available in the current weekly challenge.

The customer did make deposits to his account. The general Terms and Conditions apply to our weekly challenges (specifically, Annex.1 Gamification). 

We completely understand how frustrating this situation is for the customer. You can be sure that we are doing our best to complete the investigation and provide the customer with the solution. Promotions and challenges offered by us are intended for entertainment purposes. While we are in the process of finding the solution, we invite the customer to participate in the weekly challenge by playing other games from the list and contact our support team for more personalised offers.

Please feel free to contact us should you have any questions.

Sincerely,

Casinoly

Dear Casinoly Team,

Thank you for the explanation, and I am sorry for the delay.

Although it is not clear why exactly this player (or just selected players) cannot play the game in question, it means a kind of disadvantage for him compared to other players.

As I understand it, the completion of the Weekly Challenge depends on the completion of sub-challenges related to the individual games, and if any of these games are not available, the quest cannot be completed completely. If it is like that, what is your suggestion for a solution to the player's issue? Is it possible to complete the Weekly Challenge in another game? If it is not possible, although it should be automatically active on all players' accounts, does the casino plan in some way to "compensate" the affected players for not being allowed to fully complete the challenge they are entitled to according to the casino's Terms and Conditions? Or, is there any other solution for such players, please?

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Branislav,

Thank you for reaching out. 

Unfortunately, the issue with the game for this player is still being checked. As mentioned, unfortunately, we are not able to change the game in the challange for the specific player.

While we are unable to offer the customer an immediate technicval solution, we would like to offer the customer personalized match bonuses available weekly per request. However, you can be sure that we are doing our best to make sure the full functionality of our gamification is available for the customer as soon as possible.

Please feel free to contact us if you have any questions.

Sincerely,

Casinoly

Thank you, Casinoly Team, for your reply and additional information.

Dear tatta12,

Until the technical issue is resolved - do you please agree with the provided solution in the form of the mentioned personalized match bonuses available weekly per request?

Dear tatta12,

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

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

The player can reopen this complaint anytime.

Thank you very much, Casinoly Team, for your help and cooperation.

Best regards,

Branislav, Casino.Guru