FatPirate Casino - Player is unable to complete the bonus round due to a game error.

Entered a bonus round which required choosing crystals that then gave out certain colours to which a match 3 rule is applied I had selected 7 in total 2 red 2 purple 2 blue and 1 green on the next choice the machine shut down giving up an error I went to live chat only to be told I had to re enter the game to complete the bonus round this was on the 5th of nov and on the 8th of nov the game was no longer available in the site meaning it was impossible for me to reenter the bonus round I have since been on the live chat daily only to be told several diff things about cleaning my cashe changing devices but nothing then on the 10th when I was on live chat once again the agent told me the game was down and to try again in 2 hours mmm nothing so again today I tried on live chat again only to be told the relevant department will be in touch via email when any updates are available all seems a little strange to me the said colours create to jackpots red 2.1 million purple 217000 blue 1200 and green 150

Dear Grantf73,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with FatPirate Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Did you enter the bonus round following a purchase of a bonus feature in the game?
• Did the casino suggest the removal of the game was temporary?
• Did you ask the casino to refund you the bet amount for the bet you placed?
• Could you please explain what the disputed amount of 10000 GBP represents in this situation?

Thank you very much in advance for your reply.

Best regards,

Tomas

The bonus round was entered playing the standard way with 1pound spins after 1 of there agents after about 5 days said there was a problem with a few games and my game was included and I was told to try again in a few hours I’ve not asked for a refund as the round I was playing was worth a min of 800 pounds with the top prize 2.1 million the 2 prize was 217 thousand and the 3 rd prize was the 800 that’s why I put down the 10.000 just seems strange how I had picked 2 each of the top 3 prizes and when the next pick was chosen the game kicked up the error made me think that 1 of the bigger jackpots had been won

as u can see in this screenshot the prize money is far bigger as it was the wowpots version of the game

Thanks for the detailed explanation, Grantf73.

Was the casino able to fix the technical issue with the game?

Was your game round concluded yet? With what result?

I'll await your reply.

This has not been resolved and the game is still missing from the site so the bonus round has still not been completed I have received an email stating they are still trying to resolve the issue many thanks

The email also stated that the site and the provider was trying to resolve the issue many thanks

I apologize but if there was an error with the game and the game was since removed, the only thing is to wait for the game provider to investigate and reach a conclusion. Since the resolution of your issue depends on a third party - the gaming provider, the casino might not have any option to provide you with a fast resolution of the problem. I'll set the timer to an additional 7 days. If you don't receive any meaningful updates, we'll contact the casino and try to assist. Thanks for your understanding and your reply.

Dear Grantf73,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.