DraftKings Casino Ontario - Player has experienced technical glitches while playing.

I was playing Action Dragons March 26, 2022 at $4.80 a spin and got a bonus for 10 free spins. I tried to spin but the game wouldn’t do anything. So I screened printed and went back out. Went back in and I got in the game but didn’t see my free spins. Played a few times and got another bonus with 10 free spins. Game froze again. Screen print again. The next day I contacted them. They told me it was my device and told me all this stuff to do with my phone which I eventually did within a weeks time. Still didn’t work. When I went into the game it was froze. One day I deposited $5 and the games unfroze and let me play that then went back to frozen on the free spins. Emailed back and forth a number of times and they still tried to say it was on my end. Finally one day someone said it sounded like it was on their end and would look into it. Well they did look into it and all they did was take my freeze spins off! One day I was in their sight and I went to play and it said do I want to play with $20 free credits or deposit so I chose the free credits. Later went to my email and got one form them that said they gave me $20 in free credits for my lost 20 free spins at $4.80 a spin and I said no way!!! So then they offered me $79 in credits and I said no. This emailing back and forth went on for almost a month and I gave up dealing with them. I would get a different person every time and they would all say something different. I would like them to pay me a decent amount that would be close to what I would have gotten if the game didn’t freeze on me.

Dear Julie,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history in Excel format to petronela.k@casino.guru? Please advise the exact time of the incident.

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

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.

Do I understand correctly that you have been offered compensation which you refused to accept? Please understand that casino won't pay your potential winnings without solid proof.

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

Best regards,

Petronela

Dear Julie,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.