IceCasino - Player experiences game glitch in the Dreamy Genie slot.

Hi. I won an bonusgame in an slot named Dreamy genie. I got to the place where you are supposed to pick cards. And when you get 3 of the same you will win between minor-mega. But nothing happened when I clicked on the cards. Tried with everything cleaning cookies, different browser etc. The game took me to the bonus on those tries. But still could not pick cards..

When I check history in the game that bet can still be seen. Nothing else. It's like an unfinished bet. But it shows I made an bet and won bonusgame 1x. I have tried to talk with the support but they just tell me nothing is won. I even sent screenshots that clearly shows I won. Nothing helps.

The bet was made in September. And I can still see that bet in history. It stays on top of everything else even if I would make new bets. What can I do to Finnish that round?

Thank you

Screenshots from the player:

Dear fidder1998,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication to petronela.k@casino.guru? 

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.

• Was the casino able to conduct an investigation into the issue?
• Have you received any explanation, please?
• What does the disputed amount represent?

Looking forward to hearing from you. Thank you in advance for your cooperation and understanding.

Best regards,

Petronela

Hello all

The game round was checked within the game provider's back-office, the round is finished correctly.

The game history on the screenshot also proves the same.

As a sign of a good gesture the player was rewarded with free-spins on game Wild Bullets.

Best regards

No you are wrong. The screenshot clearly shows I won 1x bonusgame with my bet 0,25 in basegame. And I haven't received and freespins from you. No reply from you in email.only when I contacted chat. How can I know I received freespins if you don't even notify me ?

Noone told me. Not even that I didn't win on that round. I had to contact you everytime!

Why can I still see that round as an unfinished play in the in-game history then? Everything else is cleared. BUT THE ROUND I won the bonus game is still there!! And the screenshot clearly shows 1x bonusgame!!

THIS is from today. Tell me what does it say??

Bet 0,25 win 0,05 and 1x bonusgame! And the round isn't finished yet!! No date or time can be seen. Since it is not finished yet!. They only tell me to check history that icecasino have. But of course you can't see it because the round is not finished. But I'm still able to see it when I check the history the game provide! The screenshot also shows started but no Finnish!.

And don't tell me I got freespinns for it when I did not even got an answer from you about my win 1x bonusgame. Noone told me. Not even in chat..

Dear fidder1998,

Could you please forward your full game history so we can check what other rounds, which are finished, look like?

Can u see time on my winning bet, it started 19.48.32 but never completed. The round after starts 19.52.01

Hello fidder1998

We've addressed your request to the game provider with a kind request to double-check the game outcome.

Thank you for your patience.

Regards

Thank you

Thank you very much, IceCasino Team, for your assistance. Please inform us about any further developments.

Hello all,

We've received the following response from the game provider:

"Round E01_10117612972 was unlocked. Please ask the player to clear cache, cookies, reopen the game and finish it, preferably from a different device (Chrome browser should be used). If the issue persists, please provide player screenshots and device information (OS, browser, device).

Additionally, it's important the player makes sure their balance is at least equal or higher to the round's bet amount, which in this case would be €0.25 in order to regain access to their free spins."

As per their last demand, we've credited the player with 10 eur as an apology for inconvenience.

Kind regards

I just finnished the game. So issue is solved. Thank you both for the help.

LoL no it is not solved. I did not recieved the winning from mini plus boost card

It shows on screenshot. I won 3,80 euro but did not recieved them. My starting balance was 10.09.

The history in game shows I won but started with 6.54 euro. But I started with 10.09 .

On game transaction on my profile it shows I started with 10.09 but that I did not win anything..

But I'm happy with the 10 euro. So I can skip the 3.80 euro I won. I got the help I wanted and right should be right

Update. I have received my win now. So it is all good and it's been solved. Thank you very much Petronela for the help.and thank you icecasino for solving it also.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, IceCasino Team for your prompt assistance and fidder1998, for your confirmation. Please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru