Please read chat transcript below

Chat Transcript

 

I was playing the game Hidden Valley about two weeks ago and the game froze part way through a free spins round...i contacted the chat room and your staff logged in with my details and could not get it to reload. i was told the problem was being forwarded to the game provider and I had to wait for a response. After a couple of days I could access the game but the free spins round had gone - as had my accumulted winnings up to the game crashing. I feel I have now waited lkong enough and would like to know what will be done tody.

 

Joan

We got feedback from our technical department and they didn't manage to fix the issue. The only thing that we can do at the moment is to offer you a free bonus as compensation.

 

Alistair John Kenworthy

no - i do not want a bonus with wagering requirmenets - i would like a return of the winings accumulated up to the game crashing - and extra for the 5 remaining spins

 

Joan

If you want to send a complain again, we suggest you to do that by sending an e-mail to [email protected]

2:13:29 PM

Alistair John Kenworthy

nope - i do not wish to complain either - i require a return of my funds. Now - the choices are very few - either my funds are returned or I would like this account closed and I will then spend the next few days posting on all casino sites the ansswer given by yourselves

2:14:52 PM

Joan

In order to close your account, you have to send your request to [email protected] because I cannot close your account since you are VIP player.

 

Joan

As I told you, the only thing we can do is offer you a free bonus, since you do not want to accept it there is nothing left for me to do than to refer you to the VIP.

2:17:33 PM

Alistair John Kenworthy

what I want is my money that is owed

 

Joan

If you want your money back you have to send a request to [email protected]

 

Joan

Apologies we are live chat and cannot solve financial issues here. Only our financial department can do it.

Our specialist will contact you as soon as possible. You will receive a feedback via email

 

Alex

Hello, what seems to be the issue?

2:28:28 PM

Alistair John Kenworthy

please read from top

2:30:22 PM

Alex

Could you please tell me the exact date and time when did it happen and did you send an email to support regarding this issue?

2:35:12 PM

Alistair John Kenworthy

i spoke to the chat [people on the day - and the day after - and after that - please check your chat logs

2:35:34 PM

as i said - your staff tried to get the game to load using my details after the game crashed - they could not get it to load either

2:36:14 PM

so ewas told the providers would be contacted

2:36:22 PM

now the game loads - but free spins round has gone - as have my winnings

2:36:47 PM

Alex

In order to track this I need the date and time

2:37:20 PM

Alistair John Kenworthy

i was playing a 1.20 stake and was on free spin 5 of 10

2:37:30 PM

then go back and check your logs

2:37:40 PM

Alex

Well would you mind to tell me when please?

2:38:09 PM

Alistair John Kenworthy

in fact - ibelieve it was yourself i chatted with

2:38:20 PM

you must have a record of the chat logs

2:38:52 PM

Alex

As I can see in recent chats, I did not have any chats regarding your case

2:39:21 PM

Alistair John Kenworthy

so you can see the recent ones then? goodo

2:39:38 PM

Alex

So kindly provide me with details regarding this game issues

2:39:47 PM

Alistair John Kenworthy

please read from above - all details in there

2:40:00 PM

Alex

Sir, in order to track the issue I need date and time when the error happened, either provide me the details or I cannot help you.

2:40:47 PM

Alistair John Kenworthy

i chatted with your staff - and was put though to someone and i gave them my login details and they logged in as me and could not get the game to load either (after it had crsahed)

2:40:49 PM

around march 23rd

2:41:24 PM

you must have logs of all contact i have made with your deprtment - please look it uop

2:41:49 PM

according to Joan just now - the relevant department said they could not sort the issue - how does she know this then??

2:42:40 PM

or was this just made uop?

2:43:08 PM

Alex

I will send this again so that tech department can inspect it. Please send us an email to [email protected] so that we can track the case and tha we can contact you regarding this issue.

2:43:25 PM

Alistair John Kenworthy

i have done so

2:43:34 PM

Alex

Good, once it is checked again, we will contact you regarding this.

2:43:58 PM

Alistair John Kenworthy

and as i said - i have waited almost two weeks and do not wish to wait any longer - so please close this account so i can spend time leaving reviews about this on all the casino sites i can find

2:44:21 PM

Alex

Is that your final decision sir?

2:45:19 PM

Alistair John Kenworthy

are you going to refund my lost winings?

 

Alex

Like I said once it is checked, we will contact you, But if you want to close the account, that is your right.

 

Alistair John Kenworthy

you have had almost two weeks to check this - and according to your advisor, they have seaid they cannot fix the issue - was this a lie?

 

 

Dear Alistair,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their assistance, but, before we do that, please could you advise if your account is still opened or it has been closed? Have you received any update from the casino? If there is any additional relevant communication between you and the casino, please forward it to [email protected]. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi there - I have emailed requested info to the email you gave me. Thanks for investigating this.

 

Best

Alistair

Dear Alistair,

Once again, I’m sorry to hear about your negative experience. Since you have closed your account, I’m afraid, there is not much we could do for you. If there is any additional information that would support this case, please do not hesitate to contact us, otherwise I will be forced to reject your complaint. Thank you for your understanding.

Dear Alistair,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any help, otherwise, we will reject your complaint.

you said you could not help as I had closed the account

Unfortunately, as the player has closed his account already, we’re not able to proceed with a further investigation or suggest possible solutions. We’re rejecting this case. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.