Luckynova Casino - Player experienced problems with a game.

A month ago, on the 5th of august, I’ve played the game Razor Shark at Luckynova casino. I was playing for some time until the moment I got the bonus round finally. A couple of good rounds in, the game suddenly terminated in my browser. Complete black out of the game, waiting and restarting did not re-continued the game. All was gone. Played bonus spins, as well as upcoming ones. As you might understand, this was extremely frustrating.

I’ve turned to the Casino immediately and they’ve investigated the issue. Quote from the agents: "The issue was identified by the related team and they hardly working on your request." and "It appears that the problems you experienced were a result of recent updates. We’ve identified the source of the issue, and we’re working hard to implement a fix as soon as possible. Everything should be resolved by the nearest time. Once it gets sorted out, we’ll reach out and let you know." 

Now one month further in time I hear nothing but that I have to wait and that they can't do anything more for me. They say they're waiting for the gaming provider (Push gaming) to answer. Since the high value spins and the fact that they're completely silenced regarding my issue, it's starting to look really shady. Played bets, entered bonus round, technical failure and no solution whatsoever... Only pointing to people that cannot give updates.

The individual agents are friendly but they keep you off as much as they can and just say it's out of their hands and refer to departments or the gaming provider. 

Please help me here. Whether it's with Lucky Nova or Push Gaming. They're failing big time on the issue. I have a lot of chats/emails to share if necessary. 

Dear Nilbuuhh,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that such investigations can be very time-consuming, but we will try our best to help. Have any confiscated/disappeared funds been involved in this process?

Would you be so kind and send me all the relevant communication between you and the casino together with any other supporting evidence, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I will be waiting for your reply patiently.

Best regards,

Kristina

Hi Kristina,

Thank you. E-mail has been sent.

Thank you for your reply and email, Nilbuuhh. Regarding the communication, you can send the last messages between you and the casino or those which you find important. Thank you very much.

Hi Kristina,

Relevant Emails are sent to your email. I have a lot more but always the same outcome, "wait". They blame the gaming provider all the time for the delay. To me, it seems that the players' interest is not the main priority. The gatekeepers are well trained in not giving any type of information and with this kind of progress, they are likely to accept that it will never get fixed. Issues might be time consuming but it's just standing still, that's clear based on the fact that they say it's because there's no answer from the gaming provider.

Thanks.

Thank you very much Nilbuuhh for your reply. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thank you Kristina. Welcome Andrej!

Hello Nilbuuhh,

I’ll be in charge of your complaint from now on. I’ll contact the casino and see if I can help speed up the process but please be aware that until the casino receives an official statement from Push Gaming, we might have no other option than to patiently wait for the game provider to finalize the investigation.

I would like to invite Luckynova Casino team to join this thread and participate in the resolution of Nilbuuhh’s complaint.

Hi Andrej,

Thank you for your reply. I'll await your actions. Please bear in mind that I'm getting signals that Push Gaming is none-responsive at all to the request. At least I would like to hear from the Casino if there's any progress since the first time they mentioned 'they're waiting'.

Finalizing something and just not answering are two different things and a clear statement which one is applicable here would help us.

Anyway, thank you and I'll wait for more..!

Dear Nilbuuhh,

Please be informed that we are in contact and have been discussing the issue with the casino in a private conversation. The casino has communicated your query with the game provider, which has already suggested that no errors occurred during the game session, unfortunately. We are currently waiting for the casino to provide an official statement from the game provider.

As additional time is needed to investigate the issue, I’m extending the timer by 7 days.

Hi Andrej, Thank you for the reply.

We have a very shady situation at hand here. I experienced a clear malfunction in the game during a bonus round in which I was winning big. I also have various clear statements from the casino that: "Issue was identified", "It's due to a Software update" and "that the specific Gaming round was identified".

Now suddenly there's nothing to be found. Extremely frustrating and a blunt lie, but by always referring to the other department there's no way to talk reason. In chat, they mention a different timeframe than was actually relevant and after pointing that out, they instantly say everything was checked by 'the department'. The answers just don't add up. For six weeks a big investigation was going on and it was identified. A few days after I issued this complaint suddenly there's nothing to be found.

As you said I'll wait for the official statement you mention. But in the meantime, I'll draft a document that proves that it really doesn't make sense and that this casino is not acting decently and harms players. I'll forward you the document per email as well.

Hi Andrej, Have you heard anything? It's a disgrace right.

P.s. Can I have your email?

Dear Nilbuuhh,

We received further information regarding this case, but it has not yet been reviewed. I apologize for the delay, but as more time is needed to investigate the issue, I’m extending the timer. I’ll let you know as soon as there’s some news.

My e-mail address is andrej.p@casino.guru. In case you'd like to share any additional information, feel free to forward it to the address.

Dear Nilbuhh,

Unfortunately, after gathering all the necessary information and a thorough review of the provided evidence, we are rejecting this complaint as unjustified.

The casino discussed the issue with the game provider that confirmed that no errors occurred during the game session. That only leaves us with a theory that a connection/technical issue occurred on your end. That would mean the connection between your device and the game server was interrupted even before you saw the game terminate and therefore, the result of the game you saw on your device was different from the actual result of that game.

You can read more about how slot machines work in this article.

In regards to the information you received from the customer support agent – Apparently, the casino was going through some updates and the agent made a false assumption that the issue was related to the updates, hence giving you incorrect information.

I’m sorry I can’t be of more help.

Dear all,

As explained earlier, we will now close this complaint as ‘rejected’.