Luckystar Casino - Player experiences game feature malfunction.

Hi There,

Firstly I apricate your time at looking at my long written essay (sorry) and I truly admire the great work Casino Guru has achieved not only bringing peace and resolving matters but also sharing and updating so much useful information, now I understand why my friends kept reminding me to reach out to you guys, thanks heaps!!

Ive been playing with Luckystar Casino for quite some time now, almost daily.

Last week during one of my daily sessions I decided to play a game called "Evil Elf Escape from Elfatraz". The game is entertaining for me due to variety of features to choose from.

One of the features of the game is a random multiplier (Base game or free games) which is given AFTER your win, the game picks one multiplier from x2, x3, x5 or x10.

At the time I was betting $2 AUD and ended up getting a nice $800 win. The multiplier feature then randomly popped up and chose to award me x10 and I won $8,000. The win was clearly visible on my screen of $8,000. I then noticed the win not added to my balance. The game has also got a history option in its menu but unfortunately it was blocked for me to view, which i found strange. I immediately contacted support via chat and explained the situation. The support rep is fairly new and he mentioned that they will generate a report.

A more experienced support person barged into the conversation and stated that the rep had to go home, which was a first ive seen during a live chat. The rep again continued with reporting the matter.

Several hours later I went back on the same game hoping to see if it occurs again so i can capture it and luckily enough i video recorded a win that had the same exact issue, yet this time it was a $160 win with the random feature (frostberries random feature) multiplied by x5. Attached you will see the $800 win clearly and when waiting puzzled to see what happens next I simply continue playing and its not credited to my account balance , only the $160 initial win is.

I immediately got in contact with support , chatting to the same support rep.

The rep seemed in shock after watching the video, and said that the game provider may have made a mistake and will wait to hear from them. Few days later after enquiring a few times finally get an update with the good old "Visual glitch".

Being in the gaming industry for over 25+ I've heard the term many times and aware glitches / bugs etc happen but i believe the term is generally overused by casinos & providers and not for its correct purpose, its a quick and easy thing to say to shut players down.

I asked for the email sent out to the provider or any relevant proof, the email sent to me from a 3rd support rep person is very limited and no proper evidence in-fact the main win of $8,000 not even mentioned , only the lower 800 win is. The contact person all of a sudden seems frustrated repeating that his explained it so many times and i believe his professionalism weakens and its as if his working for the provider (just what I felt during my chat)

The issue causing the supposed "glitch" i get told is due to the frostberries multiplier feature multiplying after the win and not before.

From my experience in the industry a random multiplying feature such as this one would not make sense multiplying beforehand as it defeats the whole purpose. The email the casino sends me actually mentions this stated by the provider. They also mention that the game is now fixed and so the random feature will now appear before the win instead of after the win.

I want to believe this so i go to play the game and see it for myself however the game wont load and I am simply faced with a blank screen. Arcadems other games are fine working , and I ask support about the game been fixed but not opening. They must be fixing it i get told which i find the communication quite strange because if a provider has fixed the issue why would it still not load up. After 2 days the game is still not accessible.

At this stage I wanted to stop thinking about the whole scenario but it was difficult to do, so I hunted down the same game on a different casino believing that the random multiplier is the same way it should be like in my 2 wins. I lost a lot of money playing until the feature randomly popped up and finally I recorded it and I was right. This was a much smaller amount but the spin paid out the win with the added multiplied amount after the win.

I mean seeing the actual win in front of your own eyes then this happens, it honestly feels like there is something not being exposed. I wouldn't suspect the casino to do anything like this but then again its not the provider that would need to pay me out its the casino so I am having thoughts especially after the strange change of communication from the casino. I have not spoken to the casino for a few days now and so they are not aware of my last video of proof. I thought the game was fixed, its obviously a lie.

Kind Regards,

Dear Ozziee,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that this was the only game you experienced issues with? Could you please forward me the video recording you took capturing the whole game round?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

Hi Kristina, Yes this was the only game i experienced issues with. I have sent you the relevant information including the videos.

Kind Regards

Ozziee

Thank you for your reply, Ozziee. So I went through everything you sent me, and, unfortunately, I do not see winnings of $8,000 anywhere. We always consider the result recorded in the game history as correct and final, which in this case seems to be $800. The games in the casino are programmed to continue even when some glitch occurs or the connection between the server of the game provider and you is disconnected. If such an event happens, you can see a different result on your screen than on the casino server.

If two different results exist, the correct one is the one on the casino server.

In the case that round is not finished or crashed - all bets are void.

I am afraid that at this point there is not much we can do. However, you can always contact the game provider yourself to report the issue and ask for their investigation and you also have the option to contact the licensing authority as these two establishments have more options to investigate issues like this one.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.