The player from Italy encountered an error screen while trying to use a paid bonus of 10 free spins after winning on the second spin. Customer support informed him that the game could only be unlocked by forfeiting the bonus. The casino later canceled the bonus and refunded the amount, which the player disputed, claiming he had already won approximately 500 euros. He requested account closure due to concerns about the casino's practices. The complaint was closed as we were unable to pursue further action without additional evidence from the player.
JackMillion Casino - Player faces bonus issue with frozen game.
Amount: €500
JackMillion Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
2 months ago
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2 months ago
Translation
I paid to receive a bonus of 10 free spins. On the second spin, I won an amount, but an error screen appeared. Now, when I open the game, it shows a frozen image with an error screen. Upon contacting customer support, they told me that to unlock the game, I have to forfeit the bonus I paid for. I believe this is illegal.
Automatic translation:
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2 months ago
Dear Tony82,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with JackMillion Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Do I understand correctly the casino offered to resolve the issue without you losing the feature spins?
- Have any winnings been credited to your balance as a result of playing the spins?
- Could you please explain what the disputed amount of 500€ represents in this situation?
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
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2 months ago
Translation
The casino said that to unlock the game I have to give up a bonus I paid for it.
In the meantime, the casino has unblocked the game by canceling my bonus and refunding me the bonus amount, which is not correct because in the bonus game I had already won about 500 euros. However, I consider this procedure illegal as if it were an ingenious idea, a trick, a trick...
I don't want to deal with this casino anymore and I have asked via email to close the account because I consider this casino unsafe and dishonest
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2 months ago
Please send me your discussion with the casino on the topic. My email is tomas@casino.guru
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2 months ago
Translation
they admit the mistake and advise to cancel the bonus I paid
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2 months ago
Have you closed your account in the casino already?
Do you have access to your gaming history?
Have you purchased the feature in the slot game with a real money deposit or bonus money, please?
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2 months ago
Translation
Greetings.
-I asked for the account to be closed which has not yet happened on their part.
-I have access to the history
-the casino admitted the mistake but solved it according to them by granting me a bonus of 100 euros
-the bonus was purchased with real money
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2 months ago
How was the result recorded in your gaming history?
Did the casino justify its decision to cancel the bonus free spin results to you? Have you saved any communication from the casino justifying its decision? Please share this information as screenshots here or alternatively send the information to my email at tomas@casino.guru
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2 months ago
Translation
leave everything alone....!!!!
I sent everything that could help you understand what happened.....
you still ask me questions that I have already answered
I asked to delete the account....if they delete it fine.....but if they don't delete it I haven't played on this casino for days and I don't recommend it.
Greetings
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2 months ago
Dear Tony82,
I didn't mean to upset you with my responses.
Please understand that it is very difficult to conclude from one static screenshot, without any conclusions from the game provider, and agree with a player that the payout should have been different. Bets are counted automatically and if there are no official records from the game provider, we really do not stand a chance to pursue those cases.
I apologize for not being able to provide more assistance in resolving this case. Please feel free to reach out to us if you encounter any problems with other casinos in the future.
