LeoVegas Casino IT - Player has experienced a technical glitch while playing.

today i was playing on leovegas platform for me very serious never had any complaints in the past. But today uhm I'm coming to the point, I play gonzo quest and I get the freespen but alas when it's time to play them the system gives me an error return but nothing I don't get them anymore ….. always on Leovegas a while ago .. neptune fortune slot I access the bonus … 12 spheres to choose I open 8 with two MINIs two GRANDs two MAJORs and two MINORs the last choice I click and poof I am put out on return nothing none of the accredited prizes.. contact there live chat and while I explain the problem the interlocutor disappears … I would like at least answers

Dear Pellek05,

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

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Please understand, that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

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

Best regards,

Petronela

Let me explain better regarding the first slot I was able to screen for the second one not in time ... and in many years of playing something like this has never happened ...

because there slot always takes you back to the point of error but never like in the case of neptune fortune slot … it puts you out when you still have a guaranteed win whether it is small or large … the same slot these days was also stuck in free spins but on return it restarted exactly from the interrupted spin

Dear Pellek05,

Have you saved any screenshots of the awarded Free Spins and the subsequent error? Please understand that without any supporting evidence, it would be very difficult if not impossible to confront the casino.

Good morning . Yes or a screen but I can't load it here I insert it but it doesn't start …. The same one who also sent to leovegas assistance says it is understood that there are free spins for gonzo quest ... but they insist that there are no anomalies the fact is that I did not do those freespins ...

I posted my email address in my first reply ( petronela.k@casino.guru ). Can you please forward any supporting evidence there? Thank you very much.

Dear Pellek05,

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.

Hello and sorry for the delay, I sent you an email with the screen of one of the two slots in question

Thank you very much, Pellek05, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Pellek05,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and it looks to me like there is maybe some technical glitch, but I'm not sure how we can be of help here. I will contact the casino to see if they can help somehow. We would like to invite LeoVegas Casino IT to join the conversation.

Dear LeoVegas Casino IT,

Can you please provide information on why the free spins are not accessible to the player?

Hello and thank you … I repeat for me leovegas has always been a very serious and precise gaming site but this time I didn't like the answer they gave me more about two slots on the same day …. Let's wait and see even if I believe the answer is the same one given to me

Michal also the other issue of the neptune fortune slot where I had access to pick three pearls for the mini minor prize

major and grand I had opened 8 and I had two of each so the last choice would have given me a sure prize but with the choice of the last bead the game is closed without paying any proem

Dear Pellek05,

Thank you for contacting us.

I'm sorry to hear of the issues you have been experiencing with this. Unfortunately, due to GDPR and other information handling constraints relevant to your complaint, I am unable to look into this for you here.

I kindly ask that you email suppor­­­­­­­t­­@­­­Leovegas.com detailing the above and putting: FAO Complaints Team as the subject line - We will then personally ensure that this is investigated further for you.

Thank you and have a great day!

Dear Pellek05,

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.

Dear Pellek05,

Have you been able to sort out your issue with the LeoVegas team directly?

Can we consider the issue to be resolved or do you require any further assistance from us?

Dear Pellek05,

As I've informed you via email already I’m sorry to hear that you are not satisfied with the investigation done on the slot games by LeoVegas Casino IT.

Unfortunately, there is nothing we can do here further. I understand your point that you might have won from the "missing spin" or the extra feature, but this is just a theoretical win. No funds have disappeared from your actual balance and no actual win from the slots have gone missing, so there was no loss on your side.

Again, I understand that maybe there was some technical glitch, but unfortunately, there is no way we can prove this and argue against the casino, and as such there is, unfortunately, nothing that we can do about it.

I can only advise you to stop playing these slots if you don't feel you can trust them.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

Best regards

Michal