Mount Gold Casino - Player has experienced a technical glitch.

This is happening at www.mountgold.com, which I thought would be trustful and decent. However, since playing there often (and losing big time), I was a finally in bonus play with the slot Book of 8 Riches from RubyPlay.

First spin out of eight it wins a decent x54 bet. Second spin the slot freezes: "Bet not placed". Ok wtf, I contact support which were nice, and they told me they are resolving it with RubyPlay engine. This takes a couple of days, then I email RubyPlay directly. The director was very helpful and said that MountGold never even contacted them?!?

Now it's been three weeks while getting one update from support: "Your winnings are secure with us". No update/email me while in the process. Pretty shitty thing to do to players who are frequently players at your site.

Dear DW,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history along with any relevant communication to petronela.k@casino.guru?

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

Sent you an email, thanks!

Additional comments from the player:

"Hi Pretronela,

Thank you for your response. Sure I have included a screenshot of the slot with the error. Please note that I cannot play anymore since 25 May 2021. It was supposed be resolved within 24 hours as RubySlots worked on the issue. Then I emailed RubySlots directly and heard that they did not notify them at all. Currently, I do not get any response back from support anymore, which is unacceptable.

If you require more info, let me know.

Best"

Thank you very much, DW, for your reply. Could you please forward any relevant communication between you, the Casino, and Ruby Play (the game provider)?

Dear DW,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

The eventual "solution" after a month 10 euro credit. Bunch of criminals

Thank you, DW, for your reply. Do I understand correctly that the investigation has been completed and your account credited with €10?

Could you please forward any relevant communication between you, the Casino, and Ruby Play (the game provider)? My email address is petronela.k@casino.guru?

Dear DW,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.