FatPirate Casino - Player is unable to complete the bonus round due to a game error.

Entered a bonus round which required choosing crystals that then gave out certain colours to which a match 3 rule is applied I had selected 7 in total 2 red 2 purple 2 blue and 1 green on the next choice the machine shut down giving up an error I went to live chat only to be told I had to re enter the game to complete the bonus round this was on the 5th of nov and on the 8th of nov the game was no longer available in the site meaning it was impossible for me to reenter the bonus round I have since been on the live chat daily only to be told several diff things about cleaning my cashe changing devices but nothing then on the 10th when I was on live chat once again the agent told me the game was down and to try again in 2 hours mmm nothing so again today I tried on live chat again only to be told the relevant department will be in touch via email when any updates are available all seems a little strange to me the said colours create to jackpots red 2.1 million purple 217000 blue 1200 and green 150

Dear Grantf73,

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

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

• Did you enter the bonus round following a purchase of a bonus feature in the game?
• Did the casino suggest the removal of the game was temporary?
• Did you ask the casino to refund you the bet amount for the bet you placed?
• Could you please explain what the disputed amount of 10000 GBP represents in this situation?

Thank you very much in advance for your reply.

Best regards,

Tomas