Hard Rock Casino NJ - Player encountered a technical glitch.

Playing opal fruits slot game, playing $5 spin, I finally get the bonus of 10 free games, click start to start the bonus, bonus music starts in background while all black screen, the bonus won’t play out, cleared cookies , cache, deleted and restarted app, restarted phone, tried on other devices, same issue black screen, after 10 days with the game locked at that bonus that won’t play for me, I log back on 10th day and they credited me the $5 bet back and the game was freed up, but didn’t reward me any bonus money and now the bonus wasn’t there for me to play , so all they did was credited me $5 for the spin. Today I dep again on the app, went to play the same game and after few hundred lost I finally get the bonus again, same thing all over again , black screen, won’t let me play the bonus, dej vu, if it was a blackjack $5 hand it wouldn’t be that big of a deal you are only loosing or winning $5, but this games bonus is difficult to get and they aren’t letting me the opportunity twice now to play my bonus!

Dear dipietro1985,

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

If the bet for the game failed due to a technical error and was later refunded, we would accept this action of the casino as fair.

Could you please explain if you contacted casino support regarding the second time the glitch occurred? How did the casino respond?

Do I understand correctly the error with the bonus rounds happened in the same game? Was the video you sent us from the first or the second time the error occurred?

Meanwhile, please check our article explaining "How slot machines are programmed" and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

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

Hi thanks for the reply, after they game me the 5$ credit with nothing additional, I played again a few days later for the 2nd time and same thing happened with I got the bonus, black screen , and it’s still a black screen, they have not replied to me since the 2nd issue , I’ve reached out many times with no answer and no compensation, a female Friend of mine went on 2 days ago same game same issue with her, hers was 3$ bet and her screen is locked black now, there’s been no response To her either, how can you ever have a chance to win on this game when no matter the bet no matter who you are you can play and loose all day long and when you finally get a bonus you can’t play it, so no1 can play there bonus on this game , the casino just takes your money and doesn’t let you play out your bonus, this is obv a known issue since this happened 2 times to me and in the mean time 1 time to a friend of mine, this is obv a scam, if it’s a known issue like it is, this game shouldn’t be on the platform!

I understand this must be frustrating to you.

Could you please explain if ,at the moment you won the free rounds, there was any active bonus or promotion on your account? In other words, were you playing with real money?

Is the issue regarding the bonus rounds occuring in this game or in other games of the casino as well?

Would you be able to share your game history from the time you played the game and the incident occured? My email is tomas@casino.guru

Dear dipietro1985,

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.