MaxBet Casino - System error during bonus activation.

11/11/2019, I played the Garden of Riches slot. I started playing the slot at 19:03, with a starting bet of 15 din. After reducing my balance by 7632 dinars and after 880 spins, I got a bonus of 100 dinars. bet (3 scattera-3 gold women) the time was 19:31. During bonus activation, the slot stopped working. A window appeared saying "system error". I reopened the slot nothing happened. I immediately notified the support. They told me to delete history and cookies. That's what I did. Repeated I didn't get the bonus. They told me they would talk to the developers and would let me know. 11/14/2019, I contacted the support again, I was told that the provider was waiting for a response. After that I did not receive any information or compensation and it has been 10 days. It is strange that the slot just stops working for a bonus that would pay me at least 20000 dinars. That the slot does not work, I can understand that, but I played 880 spins, and then it stopped working due to the bonus with big bet (100 din. Bet). As things stand, I'm fooled with a slot installed. Please help me. Thanks in advance.

Hello, Nemanja.

Thank you very much for submitting your complaint and bringing this issue to our attention. We are sorry to her hear they let you wait. Usually, it takes more time to investigate such an issue (it goes through many people in the casino and game provider’s company ). We have had good experience with this casino, so far. We recommend you provide them with extra time to receive a final statement or maybe compensation. We may extend the timer by additional 7 days, and, if there is no change after this period, we will contact the casino. Do you agree with that?

Best regards, Jozef

Yes, I agree. No problem waiting a little longer. Greeting!

Perfect. Please, let us know if there is any new info about your case. 

Regards, Jozef

You told me to report back within 7 days if there was any newspaper. Unfortunately there is none. It's been over 3 weeks since my problem happened. I still have not received any response from Maxbet.

Hello.

Thank you for providing us with the information we requested. We will now try to get in touch with the casino.

Best regards, Jozef

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. Every complaint has a negative effect on the casino review on our website.

The casino can reopen this complaint anytime.

The casino and also the player requested this complaint to be reopened. 

Hello Nemanja, is there any new info about your case?

Greeting! They contacted me today from the casino. They informed me that they would refund me 7632 dinars. The money was paid into my casino account.

Dear Casino Guru, the issue was resolved today, as Nemanja has informed you a few hours ago. 
Player experienced a gaming session force close and his free spin bonus games were interrupted. 
This can be caused by a plethora of external factors, not related to our in-house service and casino lobby - such as a temporary bandwidth slowdown on the player's side, type of device, browser etc.
Due to the nature of the game and the game provider, the issue resolve time was longer than usual.
To our mutual satisfaction, our support team has worked out a solution and the player was refunded in full.
We would like to thank both your team and Nemanja, for providing constructive criticism and reaching out to us.
We are open to any further inquiries.

Best regards, MaxBet support team.

Dear Nemanja and MaxBet support team.

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that the issue got resolved. We will now mark it as 'resolved' in our system.