Parimatch Casino UA - Player experienced a technical glitch.

In short: the slot freezes and the correct and fair winnings were not credited. After the bonus feature, the slot should have had respins. They started and more woads fell out, but the slot hung. parimatch unsubscribed with standard phrases that everything is OK, although the answer was given absolutely not according to what I wrote to them about. I repeated three times that I'm not interested in the bonus program, but after the bonus program, and they just closed the chat. I am attaching the correspondence (the test document was not loaded)

Oleksandr: Hello, we are glad to welcome you to the Parimatch support service.

Oleksandr: Please describe your question in more detail.

- I got a bonus along with respins

- Bonus is over

(31.01.2023, 12:56:40): the first respin went and this is what fell out

(01/31/2023, 12:56:43 PM): request a screenshot

(01/31/2023 12:57:20 PM): and the game is stuck

(01/31/2023, 12:57:34 PM): I re-logged in, and only two wilds remained on the screen

(01/31/2023, 12:58:00 PM): you calculate how much winnings there should be

(01/31/2023, 12:58:04 PM): of course it hung

(01/31/2023, 12:58:11 PM): what do you want, a screenshot from the story?

(01/31/2023, 12:58:25): or maybe even today you can figure it out on your own?

Oleksandr: Please wait, it takes some time to clarify the information.

(01/31/2023, 12:58:44 PM): because yesterday I was just leaked from the chat

(01/31/2023, 12:58:55 PM): at first they said that I gave fake information

(01/31/2023, 12:59:24 PM): and when I started proving that the employees of your casino can't count, I was simply denied access to the chat, even the chat window turned red

(01/31/2023, 12:59:31 PM): very nice of you)

(01/31/2023, 12:59:46): you can’t count up to 9, but you make a moron out of me

(01/31/2023, 12:59:59 PM): and now because of that deer you have to calm me down now

(01/31/2023, 13:00:18): and say "I apologize blah blah blah"

(01/31/2023, 1:00:39 PM): Do you enjoy working with reindeer in the same company?

(01/31/2023, 13:00:49): I hope you have brains

(01/31/2023, 1:00:59 PM): don't let me down

Oleksandr: Please wait for some time in the chat. Your question is being updated.

(31.01.2023, 13:04:30): waiting

Oleksandr: Thank you for waiting.

Vadim, the bonus game you are interested in has been calculated according to the results, which you can see personally.

If you are interested in a certain spin in this bonus game, go to the history of the slot and take a screenshot on it.

(01/31/2023 1:12:42 PM): fuck

(01/31/2023, 13:12:47): well, what have you been checking all this time

(01/31/2023, 13:12:56): the bonus is calculated correctly

(01/31/2023, 13:13:05): there should have been respins after the bonus

(01/31/2023, 13:13:46): there were 2 respins on the field and see how many more respins fell

Oleksandr: Don't close the chat - I'll be back soon with an answer.

(01/31/2023, 13:17:07): come on, I'm waiting

Oleksandr: Thank you for waiting.

3 or more Scatter symbols during the bonus game trigger 5 additional Free Spins.

There were no additional free spins for the bonus game. After the end of the bonus game, you also did not make bets for which they could be counted.

(31.01.2023, 13:30:36): sash

(01/31/2023, 1:30:40 PM): are you stupid?

(01/31/2023, 13:30:45): do you even read me?

(01/31/2023, 13:30:52): do you see what I am writing to you?

(01/31/2023, 13:30:59): you checked the wrong thing three times

(01/31/2023, 1:31:07 PM): how is this possible?

(01/31/2023, 13:31:44): come on, write saying "calm down, do not insult, otherwise I will block"

Oleksandr: Vadim, your request has been checked by the specialized department.

(01/31/2023, 13:32:06): YES YOU FUCKING CHECKED THE BONUS 3 TIMES

(01/31/2023, 13:32:15): AND I WRITTEN 3 TIMES THAT IT IS NORMALLY CALCULATED

(01/31/2023, 13:32:33): what the hell are you

(01/31/2023, 13:32:40): well, how can you not swear, tell me?

(01/31/2023, 13:33:05): let me write the text, and you just copy and send it to them

(01/31/2023 1:33:06 PM): ok?

(01/31/2023, 13:33:14): because apparently this is a difficult task

(01/31/2023, 13:33:23): I will write so that you won’t even have to change anything

(01/31/2023, 13:33:30): I'll make it easy for you

(01/31/2023, 13:36:15): Please check, dear profile department: in the Jack and the Beanstalk game, the client got a bonus game and respins that give wild symbols. The bonus game has ended, after which there should be re-spins from these wilds. The bonus game was calculated correctly, but after it the first respin went and a couple more wilds fell out and the game froze. After re-entering the slot, the result was completely different. Study this situation, please, because the client has been rejected for the second day for various situations and he is ready to go complain on the forums"

(01/31/2023, 13:36:20): that's it, just send it

(01/31/2023, 13:37:16): and you will transfer part of your salary to me, because I do your work

(31.01.2023, 13:37:32): you know my account ID

CONTINUED IN COMMENTS

Dear vedimskodavich,

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 you only experienced this once with one specific game? Do you happen to have a video recording or screenshots showing this incident?

Could you please advise if the result of this bet has been recorded in your game history?

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.

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello Christina! Thanks for the answer. Yes, it was the first time with this game. I am attaching a screenshot

The situation was as follows: I got the bonus game and respins thanks to 2 wild symbols. The bonus game played, ended and re-spins were to follow. They started and I got 2 more wilds, which should have given me a good win, but the game just froze. After I entered the game, only 2 wilds remained, and the 2 wilds that fell out after the bonus game simply disappeared. The company refused to investigate the situation.

Thank you for your reply, vedimskodavich. Are these bets listed in the game history? Could you please forward me your game history from the moment this happened? Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru. Thank you in advance.

No, this spin has not been saved in the betting history. If it survived, I would send you a screenshot from there. I understand that without him the issue will not be resolved?

I apologize, but without any evidence that this happened, it is very difficult for us to proceed with this case. We would like to help you, but it’s impossible for us at this time. Please, if you come across any kind of proof, do not hesitate to contact us and we can reopen this complaint anytime.