Mirror Bingo Casino - The player's game crashed.

Using a £10 wager, I received 20 spins at X2 During that I then landed another free spins giving me up to 40 spins.

the game crashed and closed down between 5-10 spins.

This was on the 9th May and I still haven’t heard anything back and been issued back my free spins. I have emailed almost every day since and had 2 responses. But this has not been followed up and is now coming up to a 10 day mark.

with 40 spins this £10 could of been a nice big win.

I contacted Game Burger yesterday as Mirror bingo have been very bad at replying to my emails.

The wager was placed may 9th 17:26.45

is there anything you can do to help speed up the spins being reimbursed?

kind regards

joseph

Dear JoeMorgHa,

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 nikolas.b@casino.guru? Please advise the exact time of the incident.

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.

Hello,

funny enough after I had wrote this complaint, after an hour I had a reply from Mirror bingo saying that the information has been passed to the relevant team.

I believe they are in the process of sorting this issue finally.

if no outcome within 3 days I will then forward all the needed information for you to carry on with this complaint.

regards

joseph

Glad to hear that your case has move forward. I will set back the timer to you until you receive any update regarding the case so please let us know in case of any news.

Hello,

I had an email 3 days ago saying the case has been passed to the relevant team, then will be in contact with me soon. It has now been over 10days since the spins were lost.

This is one of the worst replying casino I’ve experienced. Most get back within a couple of days but many of my emails have been ignored. I’m giving it a few more days. Benefit of the doubt as they have to contact the game provider. But I am very upset that the game didn’t refresh and allow me to go straight back into the spins and continue. Now I don’t know what the outcome will be. I’ve heard they may just try return the wager for that bet placed instead of reimbursing the spins.

They can see that I’ve won the spins and then it doubled in their history logs can’t they?

Not impressed by their lack of communication and wouldn’t recommend using Mirror Bingo for future reference regarding contact and support.

Hello JoeMorgHa,

Unfortunately such cases can't be resolved in a matter of week. The casino needs to get in touch with the game provider which might not respond for a few days/week. Also your case is still at the very beginning for us to intervene as we would just slow it down by contacting the casino. I would really recommend to wait at least a week more and if you won't hear from the casino, let us know.

Hello,

thanks for your response.

It has been a week now since my last reply about the case from Mirror Bingo.

I’ve sent 2-5 emails through the week to chase it up, no reply from anyone from the support team.

I don’t even know if they have passed the details on as I haven’t heard a response from any other department.

They are very poor at replying and that is the only form of contact with this casino.

This incident of the game crashing happened on the 9th May, so almost 20 days with nothing being rectified.

I believe that I will require your help in regaining my free spins from the Gameburger.Net game Masks of fire/Mirror Bingo.

regards

joseph

I’ve finally had a reply and I’m definitely not happy with it.

they have replied saying that the outcome of 40spins x2 with a £10 wager was £8.32 when before the game crashed I was above £50

Hello JoeMorgHa,

Did the casino provide you with the betting history or it is visible in your within the account? If possible, please forward it to nikolas.b@casino.guru.

Dear JoeMorgHa,

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 Nick,

I have sent the betting history.

they are not replying, apart from saying about a bonus spin win of £8

when I wager £10 and get over 40spins with the 3 Free spin icons - 20x 2 then it landed on it during the free spins. Was over £50 and 9 spins in before the game crashed.

this has dragged on for ages now. Gameburger also needs to be contacted. I’ve tried but had no response.

could of been a nice big win for all I know. Very upset with Mirror Bingo, I shall not be using that app once this is resolved.

Kind Regards

Joseph

Hello JoeMorgHa,

Unfortunately, what the bet history says that is what happen and neither the casino or us can do anything with it.

Technical issues may occur anytime and when it does, the casino is not responsible for any loss. You can't request them for hypothetical winnings which are not listed on the betting history.

You can still try to contact the gaming provider or the licensing authorities of the casino but from out point of view, the casino did nothing wrong.

Is there anything else we could assist you with?

Hi Chris.

no it’s caused too must stress already and I’ve seen that there will be no outcome to the game crashing. Which is rubbish. But I’m making sure I never use Mirror bingo again. Many games crash and poor customer support.

Hello JoeMorgHa,

Sorry to hear about the negative experience. As explained above, we can't intervene as from our point of view the casino acted correctly. We will be now forced to close the complaint.

Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you.

Best regards,

Nick