FEZbet Casino - Player's bonus purchase is confiscated due to game crash.

Hi, I purchased a $60 bonus buy on the gates of olympus xmas 1000 and before the spins even started, the game crashed, rebooted and took the $60 but never gave me the free spins. I have a screenshot of what it says on my account transactions. You can clearly see where i bought the bonus and how there was no win because i never got the spins.

Dear Pinky500,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do you happen to have a video recording or screenshots showing this incident?
• Could you please advise if the money you bet was returned to your casino account?

If possible, please post a screenshot of your transaction/betting history here in this thread.

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,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.