MrJones Casino - Player’s winnings are delayed due to game freeze.

Hi, i was playing rich leprechaun megaways when i got a bonus i got to 9 spins and had won over £2300 on £2 stake then on my last spin the game froze and hasnt since let me back on. Then winnings havent been added to my balance and mrjones arent doing anything to help. The game is still down i will attach what it says. I just want my winnings but cant get through to anyone! I am unsure how much it was i actually won as i stilL have one spin

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We understand how frustrating it can be to experience issues while playing, especially when it comes to winnings. To assist you further, could you please provide more information by answering the following questions:

• What platform (desktop or mobile) were you using when the game froze?
• Have you attempted to refresh the page or restart the game? If so, what was the outcome?
• How long have you been experiencing technical issues with this game?
• Have you contacted customer support at Mr. Jones Casino, and if so, what response did you receive?

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

Best regards,

Veronika

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Thank you for your patience, and stay safe.

i have tried all these things and it stil says game unavailable. Mr jones email address dont seem to be working it just keeps coming back undelivered and the live chat is useless they just keep saying they need to get the tech team. This has been well over 24 hours

Hi, so the game has came back on and says my last win was £2484 but this hasnt added to my balance. Mrjones keep telling me its the providers faults but it doesnt seem like they are doing much to help as i havent heard from them. Is there a way i can get in touch with the provider thunderspin?

Could you please send me a screenshot of your gaming history showing the last recorded win from Rich Leprechaun Megaways?

Also, when was the last time the casino contacted you regarding this issue?

Regarding your question about reaching out to Thunderspin, I’m sorry to inform you that we do not handle complaints directly with game providers. For this reason, I’m unable to offer any suggestions or recommendations in that regard.

this is the roun here that says i lost so the bet hasnt settled yet. Not heard anything from them since last week i will attach . I have circled the last round with rich leprechaun

Still in the same position nearly two weeks later. They said today that the tech team are still waiting for a reply from the provider

Thank you very much, Cocohibs1, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you Cocohibs1 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask MrJones Casino for their help in resolving this complaint. We would like to know what the issue is with the game and what we can do to help the player receive their winnings.

Thank you!

They have refunded me my £2 stake!! I am not happy i have proof the winnings are mines!!! How can i fix this???

i had to

message the support team to

find out they weren’t paying my winnings. I have contacted manager again! I have every bit of proof that i won this and the game froze. Please can you tell me what i can do to get my winnings

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website (validator link). The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Cocohibs1. We received the following message:

Hi peter id like to thank tou for your help. I submitted the complaint yesterday and the winnings were added to my account today!

Thanks again

Dear Cocohibs1,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter