Help - Fishin Frenzy bonus but funds not added to balance

[SlotPlayer28]

Hi, hope you are all well.

hoping this is the right place for help, so yesterday I was playing fishin frenzy on various stakes for about half hour, anyway cut a long story short I hit a bonus on £8 stake 3 scatters

I then closed the window to quickly do a horse accumulator, then my battery died. So I went back to the game about just under an hour later to play the bonus, the bonus played through no issues and I won £492 (pretty mediocre bonus I know but regardless I took a screenshot on my phone like I usually do), anyway the bonus winnings didn’t get added to my account or balance, when I pressed spin it just said user has insufficient funds.

I then tried reloading the game, still not added. Then spoke to bet365 chat who said email them the screenshot which I did (thankfully the screenshot shows the stake in bottom right, the winnings in bottom left of £492) and the screen.

Ive now still not heard anything from bet365 in response to emails or a follow up message, and the money hasn’t been added to my account and over 24 hours have now passed, so slightly concerned.

any advice anyone can give? Has this ever happened to anyone else before? Wouldn’t of thought it was a malfunction because the bonus played out and I know how much I won it’s like it just crashed somewhere to not add to my balance but thought it may have been auto corrected / reflected by now, but still nothing & shows the spin in my game history as £8 bet £0 return. 
 

any advice would be much appreciated, just glad I took the screenshot as imagine it would of been even harder, and it’s not a huge amount in the grand scheme of things. Probably would of been even more stressful if it had been a great bonus!

thanks all

[Afi4wins]

@SlotPlayer28 Hi there and welcome to the forum.

First of all, I don't play at Bet365, I also don't play that Fishin Frenzy game, and I certainly don't know what that Horse Accumulator is (I'm thinking it's a slot game as well).

All casinos share one common Bonus Term whilst playing at their casino with an activated bonus. I don't know if you were playing with any bonus money or not, but I'm guessing that you were. Playing without any bonus taken would not activate this specific Bonus Term:

You are not allowed to leave any Bonus or Free Spins game without playing it out first. You are not allowed to leave that game unplayed but come back later to play it again when there are no more bonus wagering requirements to be completed, thereby giving you the chance to make a quick win without any wagering attached. This is considered a Bonus Abuse and all your winnings would be confisticated.

This is most likely why that winning amount was not credited into your account.

[SlotPlayer28]

Hi Afi, hope all well.

Apologies for any confusion, by bonus I mean feature game, where you get free spins. There was no bonus funds or a bonus it was just pure real money that I deposited with no bonus or no free spins offer,  I just played the game regularly and landed the free spins bonus in the game

And by horse accumulator I mean a horse sports bet. So when I landed the bonus I had a £28 balance remaining so that was the money I spent on the sports bet

Thanks

[Afi4wins]

25 minutes ago, SlotPlayer28 said:

Hi Afi, hope all well.

Apologies for any confusion, by bonus I mean feature game, where you get free spins. There was no bonus funds or a bonus it was just pure real money that I deposited with no bonus or no free spins offer,  I just played the game regularly and landed the free spins bonus in the game

And by horse accumulator I mean a horse sports bet. So when I landed the bonus I had a £28 balance remaining so that was the money I spent on the sports bet

Thanks

Ah, I see, and thanks for the clarification. 

Since you were playing only with your real money with no bonus taken, then no restrictions should come into play, and therefore that Fishin Frenzy winnings was legally won and should be paid out into your account. Nonetheless, Bet365 has not been known for fast payouts, so they may 'delay' your winnings to a certain extent, but hopefully just long enough to check all your game play and account.

There's a good chance you'd get your winnings mate, unless the casino comes up with something unexpected, like a non-existing duplicate account for example, hahaha.  

[SlotPlayer28]

1 hour ago, Afi4wins said:

Ah, I see, and thanks for the clarification. 

Since you were playing only with your real money with no bonus taken, then no restrictions should come into play, and therefore that Fishin Frenzy winnings was legally won and should be paid out into your account. Nonetheless, Bet365 has not been known for fast payouts, so they may 'delay' your winnings to a certain extent, but hopefully just long enough to check all your game play and account.

There's a good chance you'd get your winnings mate, unless the casino comes up with something unexpected, like a non-existing duplicate account for example, hahaha.  

Thanks for the reassurances! That was my main concern as in I can see the £8 bet in my gaming history but it shows returns £0  when that’s obviously incorrect and usually would say that until you play the feature, it’s like the feature has paid but then the games just somehow not recognised to add to balance or registered it, maybe because I came back to it but I’ve never had the issue before when in different scenario’s I’ve done bonus hunts in the past 

so was mainly asking to see if anyone else had encountered an issue like that, as they said the technical team would look into it but it’s now nearly 48 hours and i sent them the screenshot too that I thankfully took of it.

But how do they look into it when they say they’re looking into it, I’m hoping they can access like a video / replay of the game where they see it started the feature I won £492 and then they see it just didn’t get added to the balance. And it couldn’t of been an error in say showing me an incorrect £492 total win feature instead of £0 because from memory you get your £8 stake just from triggering the feature so it could never have been “return £0.00” no matter what. and when I reloaded the game like on a bonus hunt it just comes up with unfinished game and then reloads your last spin and the feature hit then went into the feature it didn’t crash before the feature or skip it essentially, that’s what has me so baffled.

guess I just wait to hear from them just wasn’t sure on the right time frame I give them and what the process is

 

[Afi4wins]

Well mate, there might have been a glitch in either the casino's system or in the game itself (which would then require the game provider to investigate and scrutinise the game log, so this may take many more days though).

So you just have to wait for a reply from the casino mate. As long as they don't come back saying your winnings have been voided, then things should be okay in the end.

[SlotPlayer28]

Chased them up this morning and typically showed no signs it was even being looked into, they’ve now said 72 hours. Only good thing I did also manage to get, by going INSIDE the game you can go to your history on it and scrolling back it shows I won £492 from £8 even gives you a breakdown of the feature game by what you won on each of the spins, so there’s absolute no doubt and it’s not just my screenshot evidence, there’s actual evidence inside the game. But then on my account on the £8 it still shows returns £0 but both times match up. So looks like bet365 issue not the game provider as it says I won it’s just bet365 who haven’t got that as they show £0

[Afi4wins]

40 minutes ago, SlotPlayer28 said:

Chased them up this morning and typically showed no signs it was even being looked into, they’ve now said 72 hours. Only good thing I did also manage to get, by going INSIDE the game you can go to your history on it and scrolling back it shows I won £492 from £8 even gives you a breakdown of the feature game by what you won on each of the spins, so there’s absolute no doubt and it’s not just my screenshot evidence, there’s actual evidence inside the game. But then on my account on the £8 it still shows returns £0 but both times match up. So looks like Bet365 issue not the game provider as it says I won it’s just bet365 who haven’t got that as they show £0

@SlotPlayer28, make sure you take a screenshot of all the proof from that game log, showing that 492 win, and include all the important details in your screenshots too, like the date, time and the casino.

You can next use AGCCS to file an official complaint against Bet365, or you can wait a day or two longer to see if Bet365 would give you an answer. Personally though. I'd make that complaint right away!

[Flatzem]

played Fishin' Frenzy just once about 3 years ago and took 131 spins to get the feature and paid just  a measly 19x, 50% RTP for the session.

[SlotPlayer28]

1 hour ago, Afi4wins said:

@SlotPlayer28, make sure you take a screenshot of all the proof from that game log, showing that 492 win, and include all the important details in your screenshots too, like the date, time and the casino.

You can next use AGCCS to file an official complaint against Bet365, or you can wait a day or two longer to see if Bet365 would give you an answer. Personally though. I'd make that complaint right away!

I have done mate, and thankfully inside my game history inside the game where I now took more screenshots it literally lists at the top the reference, my username, my stake, and my total winnings of £492 and it also says the time the bonus was landed / time of the spin, and lists bet365. So that’s all perfect and tallies up, it’s literally just in my bet365 game history outside the game where it says stake £8 returns £0 so that £492 just hasn’t been synced to it. Even though as I said to them the bonus feature game played fine and the game still loads on all browsers with no issues it just seems the £492 didn’t sync to their server or history or my balance.

given it’s the weekend and I’ve now sent them the new evidence / screenshots from the game history inside the actual fishin frenzy game I’ll give them the 72 hours they say they need but it’s really not in doubt now especially as all the evidence is there inside the game and the records show the evidence so it really shouldn’t have even taken this long in my opinion but I’ll let them do their diligence and hopefully they’ll sort it and add the money to my balance. If not then I’ll raise the complaint straight away on wednesday

thanks for your continued help and advice mate much appreciated

[SlotPlayer28]

19 minutes ago, Flatzem said:

played Fishin' Frenzy just once about 3 years ago and took 131 spins to get the feature and paid just  a measly 19x, 50% RTP for the session.

It can be brutal with the feature, I’ve had a few 0 x’s or 2 x’s, but you can get some good hot runs on it and good multipliers think the highest I’ve had was 650 x on a £2 stake. 

the regular fishin frenzy tends to be better than the spin offs (megaways, big catch etc). Guess it’s all just about getting lucky I guess

[Jeanke08]

I would have waited with you complaint through AGCCS until Monday evening.

Consider that it's weekend and that casino's as is common in the industry will seem to be reachable but factually aren't.

I would presume that in these situations they need someone technical to check this, someone higher up to approve this and in last instance if needed, the provider of the slot contacted.

All actions which require interference of people known to be not working during weekends, they need to party and spend our money at some point no ?

You'll get your money, rest assured.

 

EDIT: to be sure, it's this slot you're talking about: Fishin' Frenzy

Askgamblers for some reason has no demo play available and the casino that they redirect to is a Belgium based casino.

If by any odd chance you are actually from Belgium, bad news may come your way because BET365 is a blacklisted casino by Belgium's gambling commission.

Edited February 26, 2023 by jan duchau
Added slot & extra remark

[Afi4wins]

1 hour ago, SlotPlayer28 said:

I have done mate, and thankfully inside my game history inside the game where I now took more screenshots it literally lists at the top the reference, my username, my stake, and my total winnings of £492 and it also says the time the bonus was landed / time of the Spin, and lists Bet365. So that’s all perfect and tallies up, it’s literally just in my bet365 game history outside the game where it says stake £8 returns £0 so that £492 just hasn’t been synced to it. Even though as I said to them the bonus feature game played fine and the game still loads on all browsers with no issues it just seems the £492 didn’t sync to their server or history or my balance.

given it’s the weekend and I’ve now sent them the new evidence / screenshots from the game history inside the actual fishin frenzy game I’ll give them the 72 hours they say they need but it’s really not in doubt now especially as all the evidence is there inside the game and the records show the evidence so it really shouldn’t have even taken this long in my opinion but I’ll let them do their diligence and hopefully they’ll sort it and add the money to my balance. If not then I’ll raise the complaint straight away on wednesday

thanks for your continued help and advice mate much appreciated

You're most welcome mate. 

[SlotPlayer28]

23 minutes ago, jan duchau said:

I would have waited with you complaint through AGCCS until Monday evening.

Consider that it's weekend and that casino's as is common in the industry will seem to be reachable but factually aren't.

I would presume that in these situations they need someone technical to check this, someone higher up to approve this and in last instance if needed, the provider of the slot contacted.

All actions which require interference of people known to be not working during weekends, they need to party and spend our money at some point no ?

You'll get your money, rest assured.

 

EDIT: to be sure, it's this slot you're talking about: Fishin' Frenzy

Askgamblers for some reason has no demo play available and the casino that they redirect to is a Belgium based casino.

If by any odd chance you are actually from Belgium, bad news may come your way because Bet365 is a blacklisted casino by Belgium's gambling commission.

Hi Jan, hope all well.

i haven’t complained yet as I said I will wait until they have had the 72 hours requested to review

RE the game, yes that is the game but no I’m not from Belgium I’m from the U.K. I’ve also been with bet365 over 9 years with no issues and again, it’s not an issue with a withdrawal or the game not loading or malfunctioning, it just literally seems to be that somewhere in the chain from game to bet365 that they haven’t added the £492 to my winnings / it hasn’t registered as on bet365 system it shows 0, but on the game on bet365 it correctly shows the £492 win

thanks

[Jeanke08]

Ah perfect, a UK man (being Merkur providing)...rest assured then, simply a technical glitch which will get sorted mate

[SlotPlayer28]

They sent me an email this morning saying looking into it but can’t give me a time frame, which made me pretty angry went back and said it’s now been 3 days and they have all the info internally they don’t have to even approach the outside provider because it shows in the game where I won the issue is purely with them, and that I’d give them another day otherwise I’m raising formal complaints etc as I’ve been more than patient. Surprise surprise an hour later my balance has now been credited with the money! Excellent result thanks all for the advice and help

[Afi4wins]

1 hour ago, SlotPlayer28 said:

They sent me an email this morning saying looking into it but can’t give me a time frame, which made me pretty angry went back and said it’s now been 3 days and they have all the info internally they don’t have to even approach the outside provider because it shows in the game where I won the issue is purely with them, and that I’d give them another day otherwise I’m raising formal complaints etc as I’ve been more than patient. Surprise surprise an hour later my balance has now been credited with the money! Excellent result thanks all for the advice and help

@SlotPlayer28 Hey! Now that is good news indeed, so enjoy your winnings! 

[Jeanke08]

7 hours ago, SlotPlayer28 said:

They sent me an email this morning saying looking into it but can’t give me a time frame, which made me pretty angry went back and said it’s now been 3 days and they have all the info internally they don’t have to even approach the outside provider because it shows in the game where I won the issue is purely with them, and that I’d give them another day otherwise I’m raising formal complaints etc as I’ve been more than patient. Surprise surprise an hour later my balance has now been credited with the money! Excellent result thanks all for the advice and help

Yeah m8! Power to the complainers ... never thought I would endorse such a sentence in my whole life

[Maroon80]

On 2/25/2023 at 10:28 PM, SlotPlayer28 said:

Hi, hope you are all well.

hoping this is the right place for help, so yesterday I was playing fishin frenzy on various stakes for about half hour, anyway cut a long story short I hit a bonus on £8 stake 3 scatters

I then closed the window to quickly do a horse accumulator, then my battery died. So I went back to the game about just under an hour later to play the bonus, the bonus played through no issues and I won £492 (pretty mediocre bonus I know but regardless I took a screenshot on my phone like I usually do), anyway the bonus winnings didn’t get added to my account or balance, when I pressed Spin it just said user has insufficient funds.

I then tried reloading the game, still not added. Then spoke to Bet365 chat who said email them the screenshot which I did (thankfully the screenshot shows the stake in bottom right, the winnings in bottom left of £492) and the screen.

Ive now still not heard anything from bet365 in response to emails or a follow up message, and the money hasn’t been added to my account and over 24 hours have now passed, so slightly concerned.

any advice anyone can give? Has this ever happened to anyone else before? Wouldn’t of thought it was a malfunction because the bonus played out and I know how much I won it’s like it just crashed somewhere to not add to my balance but thought it may have been auto corrected / reflected by now, but still nothing & shows the spin in my game history as £8 bet £0 return. 
 

any advice would be much appreciated, just glad I took the screenshot as imagine it would of been even harder, and it’s not a huge amount in the grand scheme of things. Probably would of been even more stressful if it had been a great bonus!

thanks all

this is a casino. the only way out is to try to achieve justice through the support of the casino. what other advice could there be?