Boylesports Shut Down Bonus Round in Age of Gods

[EbbaL]

Hi, I hope it's ok to post this here but I just wanted to hear if anyone else has experienced something similar and what the outcome was.  

Earlier today I was playing on Boylesports Casino and I was staking £40 a spin on Age of Gods. I hit the bonus round which can be very profitable and the game just completely closed down on me. I contacted customer support who confirmed that I had indeed been awarded the bonus round but that she would have to send the issue on to the technical team. I'm of course worried about the potential win I've missed out. Has this happened to anyone else? What was the outcome and what can I do to ensure they pay out a reasonable sum? 

I've got the email transcript and a screenshot of the winning spin but I'm worried that they are going to come back to me and say that the problem was on my end and there's nothing they can do about it. 

[ValDes]

Hi there and welcome to AskGamblers. 

 

You have all the reasons to be worried, simply because most of the modern online casinos are not so expedite  when it comes to conducting an adequate investigation to such software related issues. Usually, the issue shall be reported to the casino Tech team and then forwarded to the relevant software vendor Tech team. All this would usually takes days, most often weeks. So you'd better arm yourself with some patience...

 

If something goes wrong and you have the reasons to believe you have never been offered a proper investigation and/or the relevant justified answers, strongly encourage you to consider the idea of using AGCCS /AskGamblers Casino complaints Service/. More about how to use it here. 

 

Also, don't forget to read carefully all the AGCCS Guidelines and make sure to adhere to them. For more information how to use AGCCS, please visit our Knowledge Base. 

 

Using AskGamblers Casino Complaints Service

 

Let us know in case you need further assistance. 

[pinnit2015]

40 pound a spin   

 

Maximum bet i've went into a bonus round was 6 quid and it took me 10 minutes to click the start button because of the heart palpitations  (paid 4k)

[Afi4wins]

Usually, any Free Spins game that suddenly got shut off before or during the free spins play, would automatically gets activated again upon logging out and logging in again, or even after a complete reboot.

 

I have had these kind of interruptions many many times before...and the Free Spins games would always come back automatically upon re-logging in...coming back exactly where it last went off.

 

Yes, I also had a very recent interruption during my Free Spins game in Age Of The Gods: God Of Storms. The free spins didn't start at all - a blank white page came up with an exclamation mark in the center...and it just hung there, so I had to log out and reboot my laptop...and the free spins game restarted on its own.

 

This is the usual and normal case, unless there was something else more serious that had occurred during your game...then it would definitely take a long time for the Playtech Team resolve it.

 

But I have never played at Boylesports Casino before - I opened a new account some years ago but never made any deposit - I didn't like the casino that much, hehehe. 

[EbbaL]

Thank you for your replies  

 

I will definitely use the complaint service offered here if the case does not resolve itself. What would be a reasonable solution to request? This has never happened to me before and I don't know if they will try to back away completely. 

 

I know, £40/spin is very extreme and it was a rare case That's why I was so happy when I hit the bonus round. 

 

I did try logging in again and the game went back to the start and not into the bonus round which is when I contacted support. 

[Afi4wins]

Well, it looks like there was some other problem involved with your bonus game, so you'll just have to wait for confirmation from the Playtech team or the casino. Hopefully they'll come back to you soon enough. 

[cocopop3011]

I too hope they get back to you with a response soon and as Valdes has already mentioned try to stay patience and not get too worked up yet! Patience is a virtue and all that.

 

Really hope you get a positive outcome on this one and keep us posted.

[frankel]

hello ebbal well from my own point of view of dealing with them from betting on horses and sports betting,etc have allways found them half sensible to deal with over the years and one of the better bookmakers so I hope they can find a fair outcome for you with all things considered good luck. 

[EbbaL]

Hi again everyone  

 

I finally received a response and they are offering me 9 free spins. I wrote back asking them if it was 9 free spins in the regular game (and at what stake) cause the issue was that I lost out on a bonus round with £40 per spin. 

I don't think their offer is good, but I'd like to know if everyone here thinks this the best I can expect? 

[EbbaL]

And I forgot to say thank you to Frankel and Cocopop for their input  

[Afi4wins]

Hi again everyone

 

I finally received a response and they are offering me 9 free spins. I wrote back asking them if it was 9 free spins in the regular game (and at what stake) cause the issue was that I lost out on a bonus round with £40 per spin. 

I don't think their offer is good, but I'd like to know if everyone here thinks this the best I can expect? 

 

Whaaaaat??? 

 

They offered you only 9 free spins for a lost Free Spins game at 40GBP bet per spin? If those 9 free spins were given at the same bet size, then it may be worth it, otherwise, it is a TOTAL RIPOFF!!! 

 

A Free Spins game on Age Of The Gods game would pay around 20x your total bet amount...so that's equivalent to a 800 GBP win...if not MORE! Those 9 free spins, even at 40 GBP bet per spin, may pay you nothing at all!!! Personally to me, it is a stupid trade off! 

[EbbaL]

and now i got this:

Many thanks for contacting us back.

We understand where you coming from and your frustration.

Please know that we have nothing to offer you as compensation of the said issue for now but 9 free spins.

If there is anything else we can help you with, please do not hesitate to contact us. We will be happy to help you.

Kind regards,

Caroline.

BoyleSports Customer Support.

[EbbaL]

Should I launch a complaint through askgamblers?

i think this is the most ridiculous answer I could've received other than "we're not giving you anything".

[Afi4wins]

I don't think that 9 free spins offer came from Playtech! Playtech would never offer such a thing! They would offer back a Bonus/Free Spins game at 40 GBP if indeed there had been a malfunction prior in the Bonus game activation!

 

The way I see it, Boylesport Casino is taking the easy way out by offering you 9 free spins, maybe at just 0.01 bet per spin...and therefore save themselves a huge payout to you! 

[EbbaL]

So should i submit a complaint? I don't really know what to do here and what rights I have

[Afi4wins]

So should i submit a complaint? I don't really know what to do here and what rights I have

 

Personally, I would say "yes, file a complaint"...but I'll let our Guru, the Admin here, to have some last words for you... 

[ValDes]

I believe my first post in this particular forum topic was pretty clear and eloquent.  

[EbbaL]

ValDes. You are correct, you did give me the information needed in your first response. I will submit a complaint

[cocopop3011]

Good luck Ebbal, really hope the complaint brings you a better outcome! You can keep us posted after the complaint has been resolved.

[chuvanenko]

Why are you refusing freespins?

If your interrupted bonus game was consisting of 9 spins then that would be fair to take 9 freespins where each one of them costs 40 pounds.

[Afi4wins]

Why are you refusing freespins?

If your interrupted bonus game was consisting of 9 spins then that would be fair to take 9 freespins where each one of them costs 40 pounds.

 

There is a huge difference between playing spins in the base game and playing spins in a Bonus/Free Spins game!

 

Any spin you make in the base game may not pay you anything at all...or you may get only small payouts.

 

A Bonus or Free Spins game uses a DIFFERENT SET OF REELS, whereby the best wins can be won, and most of these spins are designed to pay out! Playtech's Free Spins games DO NOT PAY ZERO...unlike other providers games...so a win is definite! Even a 10x bet win, at 40 GBP bet per spin, is a win of 400 GBP!!!

 

You can almost never win this much on any spin in the base game, with very very few exceptions of course.

[chuvanenko]

if these differences so vast, then they can recalculate bet size for freespins or something like that.

Btw what their rules are saying about such cases?

For example, in betvoyager casino in case the game is interrupted by a network problem or smth similar, you can restore it in exact point where connection was lost and you can continue to play.

[Afi4wins]

if these differences so vast, then they can recalculate bet size for freespins or something like that.

Btw what their rules are saying about such cases?

For example, in betvoyager casino in case the game is interrupted by a network problem or smth similar, you can restore it in exact point where connection was lost and you can continue to play.

 

THAT is exactly what Boylesports Casino should offer back!

 

Playtech may have offered this option, I am only presuming here, but the casino is offering a much easier way out instead, by offering some damn lousy free spins, even if they were given at the same 40 GBP bet size...because the outcome and the winnings would be hugely different! 

 

The clause 'Malfunction voids all plays and wins' can be deviously used by the casino in this instance, but where Playtech games are concerned, all Bonus/Free Spins games would be reinstated back to exactly where the malfunction had occurred - same as in their Jackpot Bonus game - all winnings are guaranteed by Playtech!

[chuvanenko]

looks like a good case for askgamblers ))

[ValDes]

looks like a good case for askgamblers ))

 

Maybe, but for the purpose you are supposed to submit a complaint first... Something that after checking within our AGCCS database you obviously haven't done yet...