Modo Casino - Player faces stuck bonus round and lack of casino response.

I am filing a complaint regarding a stuck bonus round / suspected game malfunction on Modo Casino, involving a slot game provided by UROC Studios.

During gameplay, I triggered a bonus round that failed to progress. The game did not freeze entirely — animations continued to move — but the bonus round would not advance or resolve, as if it were waiting for a server-side signal or instruction. I was unable to complete or exit the bonus round.

I immediately contacted Modo support and provided a detailed explanation. Over multiple conversations and emails:

I was told the issue would "resolve itself within 48 hours"

I was later told there was "no evidence of a malfunction"

I repeatedly requested a case number, technical logs, or confirmation of provider review

No technical evidence or documentation was provided

Modo missed its own stated follow-up timelines

After a formal escalation email (including CC to the game provider), Modo stopped responding

As a "courtesy," Modo issued 50 Sweepstake Coins, which were lost quickly in normal gameplay. This credit was explicitly described as not tied to any gameplay outcome and does not address the unresolved bonus round or the funds lost due to the incident.

The approximate amount lost during the affected session was close to $400. I am not claiming a specific win or jackpot, only that the bonus round failed to function properly and was never resolved, replayed, or conclusively reviewed with transparency.

Modo has stated that no malfunction occurred but has:

Provided no logs

Provided no provider confirmation

Provided no case reference

Ceased communication after escalation

I am requesting:

Confirmation whether the game provider (UROC Studios) reviewed the gameplay logs

A clear technical explanation of how the bonus round resolved (or why it did not)

Fair consideration of compensation based on the unresolved gameplay issue

I believe this matter warrants third-party review due to lack of transparency and lack of response from the operator.

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Dear Qtepp,

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 or videos, possibly your game history with the exact time of the incident, to [email protected]? Have you stopped playing right after the incident?

• What happened to the game after you refreshed the window and started it again?
• Can you see the game marked as finished in your gaming history, possibly running in the background?
• Has the casino’s relevant department completed its investigation into your gameplay in the meantime?

In the meantime, please feel free to review our article explaining how slot machines are programmed:

https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed

It may help clarify how game servers communicate with players and what types of technical issues can occasionally occur during gameplay.

Please understand that without any supporting evidence, we can’t proceed further with this case, as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Veronika

Hello Veronika,

Thank you for your message.

I would like to confirm that I have attached the following supporting materials to my complaint:

• A screenshot related to the affected gameplay session

• The full email thread with Modo support showing the investigation timeline, missed follow-ups, and final determination

• The chat conversation transcript documenting the initial report, the courtesy credit, and the abrupt chat termination

These attachments reflect the sequence of events and the lack of technical documentation provided by the casino despite my repeated requests.

Please let me know if you require anything further or if any additional clarification would be helpful.

Thank you for your time and assistance.

Kind regards,

Joseph

Thank you for your reply.

Please request the casino to send you your gaming history in Excel format, showing the problematic gameplay, and then forward it to me at [email protected].

Also, please answer the questions I asked you in my previous comment:

• What happened to the game after you refreshed the window and started it again?
• Can you see the game marked as finished in your gaming history, possibly running in the background?
• Has the casino’s relevant department completed its investigation into your gameplay in the meantime?

Hello Veronika,

Thank you for your message. I have requested my gaming history from the casino in Excel format as you advised and will forward it to you immediately once received.

In the meantime, here are clear answers to your questions:

• What happened after I refreshed the window and re-entered the game?

After refreshing and re-opening the game, the bonus round did not resume or complete. There was no option to continue, re-enter, or finish the bonus. The game appeared to reset without delivering the bonus outcome.

• Can I see the game marked as finished in my gaming history or running in the background?

From my view, I did not see any indication that the bonus round completed properly. I do not have access to backend logs, and the casino did not provide confirmation that the bonus was resolved or finalized.

• Has the casino completed its investigation?

The casino stated that no malfunction was found; however, they did not provide any technical logs, case reference, or confirmation that the game provider reviewed the session. After escalation and documentation requests, the casino stopped responding.

Once I receive the gaming history from Modo, I will forward it to you immediately.

Thank you for your assistance and continued review.

Kind regards,

Joseph

Thank you for your detailed reply and for answering all of my questions. I appreciate your cooperation so far.

I’d also like to clarify an important technical aspect of how slot games generally work, as this may be relevant to your case.

Even if a bonus round appears to be interrupted on the player’s screen (for example after a refresh, connection issue, or leaving the game), the outcome of the bonus is usually determined on the game server. In many cases, the bonus round continues and is technically finalized in the background, even if it does not visually resume when the game is reopened. The result is then either credited to the balance or recorded as completed in the game history.

This is exactly why the official gaming history and server-side records are crucial. They allow us to verify whether the bonus round was completed automatically on the server, was voided, or remained unresolved due to a technical issue.

At this stage, the key missing piece is still the gaming history from the casino covering the exact time of the affected session. Without this data, we’re unable to independently confirm whether the bonus round was technically resolved or whether a malfunction may have occurred.

Once you receive the gaming history from Modo Casino, please forward it to me at [email protected]. After reviewing it, we’ll be able to assess whether there are any inconsistencies worth escalating to the game provider or whether the casino’s conclusion can be technically supported.

Thank you for your patience and cooperation. I’ll be looking forward to your update.