DuckyLuck Casino - The player experienced a glitch on the casino website.

while playing, the website glitched and froze on a win. I refreshed page, it started spin over, landed on same winning combination, froze again. Tried this 3 more times and same result. Sent email with all the info to customer support, 3 weeks ago, still no response.

Dear Siegeljesse,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please forward your game history to tomas@casino.guru?

Please highlight the exact time of the incident.

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

Best regards,

Tomas

It doesn’t give much info really. I already emailed it along with the times they occurred because it actually happened twice. Only one was significant thou. I will send you the same photos of the game history that I sent their customer service. It shouldn’t be hard to find which one because there are only a handful of spins in that game and I haven’t played since.

in those photos there, it goes from 19:09 to 19:13. That is where it happened. And I don’t understand why they have those , what looks like a spin, has a transaction number, but is always 0.00. They’re always like that, and there are always the same color. After the glitch, the colors changed. It’s all goofy.

Thanks for the clarification.

Was the casino able to verify what happened in the game with the 0.00 value wagers? Have you received any reply from them since your last message?

I got an email but no resolution. I will attach a copy of the conversation. There will be 8 screenshots, and I numbered them in blue as to the order.

Thanks for your patience.

Please understand that if the win wasn't recorded in your game history and the bet you made wasn't subtracted from your balance, your best chance is to wait for the casino's investigation to complete.

Under current circumstances, it is impossible for us to help.

If there is any proof of your winnings after the investigation with the game provider is complete and the casino still refuses to credit them to you please let us know and we'll reopen the complaint and try to help.

I'll close the complaint now. Thank you for your understanding.