FanDuel Casino WV - Player's dissatisfied with the promotion of the casino.

I am writing this to players of the Fanduel online Casino. The daily free spins bonus game called, "Reward Machine," where you can win up to $2000 is a not true. It states 3 ways to win, but they decide which way it is and what you win. It states you in one of these ways:

1) Match 3 symbols for an instant win.

2) Collect symbols throughout the week and earn a reward based on symbols collected.

3) Collect 3 trophies throughout the week to win up to $2000 in casino bonus.

Today I got my 3rd trophy in the same week, but I only got paid for the triple cherries. They paid me $0.75 cents and nothing for the 3 trophies. I wouldn't waste your time or money on this casino.

Dear kristenkinkade,

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

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

Are you able to view what the result of the 'Reward machine' was or confirm it with casino support?

Did the casino acknowledge to you that there might have been an error with what price you were awarded?

Thank you very much in advance for your reply.

Best regards,

Tomas

When I tried to view my results of the "Reward Machine," it shows only 2 trophies instead of 3. The casino did not state that there was an error, instead I was given the following information:

      Chat Transferred From: FanDuel Coach To: Monique at FanDuel Group

(19m 56s) Monique at FanDuel Group: Hi, Thank you for contacting FanDuel Support. Please give me a moment to review your request. 

(20m 12s) Kristen: Hi

(20m 12s) Monique at FanDuel Group: Thank you for your patience, Kristen. I hope you are doing well! May I have more details on why you contacted us today?

(21m 2s) Kristen: On the Reward Machie daily game, I got 3 Trophies but no bonus up to $2000.

(22m 19s) Monique at FanDuel Group: Thank you for that information. May I have a few moments to review your account?

(22m 33s) Kristen: Yes

(24m 49s) Monique at FanDuel Group: Thank you for your patience.  Upon checking, I see there were two bonuses applied to the account in the amount of 0.75 cents.

(25m 28s) Kristen: I thought that was for the cherries. It said if you get 3 Trophies you could get a bonus up to $2000. This is BS, that if you do get 3 trophies in the same week you could win a bigger prize NOT smaller.

(28m 19s) Kristen: R U still there?

(29m 18s) Monique at FanDuel Group: Hey there, I’m still here working on this for you. I just want to keep you updated.

(29m 34s) Kristen: Ok

(32m 19s) Monique at FanDuel Group: Thank you for your patience. Ultimately, the reward machine payout is based off a random number generator. Multiple users are using their spins throughout the day, and we have no control over who gets what payoffs. When receiving 3 trophies weekly or instantly, it can be up to $2000.00, but not guaranteed $2000. Unfortunately, we do not have a way to alter any user's payouts for any reward machine bonuses. The terms and conditions can be found in the banner of the Reward Machine for more information or on this link: https://casino.fanduel.com/reward-machine-info

Hope this helps.

Kristen Kinkade

Thanks for the provided information.

If the reward for the promotion is not to be guaranteed $2000 for the outcome you received, I am not sure how we can help. If the series of outcomes is different from what you expected and is recorded in history and there is no evidence about the contrary, we are powerless about confronting the casino.

Thanks for your understanding.

Please let me know if there is any additional evidence I overlooked, share it in the complaint thread, or send it to my email at tomas@casino.guru

Dear kristenkinkade,

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.