Game loading issues

[vinny47]

Hello,

I'm not sure if this is the right place to post this but any help/suggestions would be appreciated.

On 9th September I was playing on the IGT game Golden Egypt at Castle Jackpot. I don't think the casino is listed on here but it does have a UKGC license.

I was playing on my iPad on Safari.

I was playing 50p a spin and won a bonus round, this was 15 free spins with x3 multiplier. After 3 spins (and £12 win) the game crashed. I tried reloading on my iPad but the game loading screen either gets to 96% and stops loading or it gets to 100% and I get an error code saying "data not received"

I contacted live support who recommended

1. Clearing history and caches.

2. Restarting my iPad.

3.Try to play on another device.

4. Try using a different browser.

 

I have tried all the above....and more and I'm still unable to access the game.

 

I have actually reset my iPad back to factory settings and I still get the loading error message.

I have tried using Firefix and Chrome.... The same error loading message or the loading screen freezes at 96%.

 

I've tried playing the game on my phone and Mac, in both cases the screen loads to 96% and I get an error message saying that the "game is already in play in a different channel"

 

The crashed game is still showing as active in my game history on the casino page and I'm also unable to play other IGT games as this one seems to be locking me out if them, if I open certain other IGT games I get an error message saying a game is already in progress and I'm taken back to the frozen game loading page......which freezes or doesn't load completely!!

Customer support are friendly and apologetic but can give no answers, other than it is in the hands of their technical team. All the technical team have suggested so far are the 4 steps which were initially suggested on the day the game crashed.

Sorry for the long post but does anybody have any experience/suggestions/solutions they would like to share as I have little faith in the casino and I fear losing the bonus round due to some small print in their T&C's.

Thanks in advance.

[Afi4wins]

Hi Vinny.

 

Yes, I had a similar issue some years ago at one casino, but I cannot remember at which casino it was. The game I was playing on my laptop got stuck, but despite doing everything that the tech team had suggested, the problem couldn't be resolved on my side. Yes, I tried all kinds of things, like clearing all my caches, temp files, making sure that my drivers were all up to date, but yet the game would not start up and returned back to that same hanging page.

 

In the end, the tech team had to do a reset of my account at the casino - but everything was restored back to where it was when it hung up. I was lucky the game was not in free spins or bonus mode, otherwise, those would have been lost, as in your case. Nonetheless, I cannot be sure of this (lost of the free spins) and only the tech team can tell you what would happen if your account got reset.

 

In another almost similar case, another game also got hung, but after I updated some technical drivers for my laptop (using IObit Driver Booster), everything was resolved. Maybe this may resolve your problems too. Give it a try. 

[vinny47]

Hi Afi4wins,

Thanks for your reply. I’ll try what you have suggested. I’m already sort of resigned to losing the bonus rounds and I think the casino know this but won’t tell me.

Their T&C’s have a section on software and faults in gameplay. Not surprisingly it only refers to them taking winnings away if a player gains advantage from a fault, there is no reference to them giving any winnings to a player!!

It’s frustrating as I understand IGT host the game, not the casino and I would assume they know the outcome of the game in question.

I’ll keep hoping.

Thanks again.

[Afi4wins]

Hi Afi4wins,

Thanks for your reply. I’ll try what you have suggested. I’m already sort of resigned to losing the bonus rounds and I think the casino know this but won’t tell me.

Their T&C’s have a section on software and faults in gameplay. Not surprisingly it only refers to them taking winnings away if a player gains advantage from a fault, there is no reference to them giving any winnings to a player!!

It’s frustrating as I understand IGT host the game, not the casino and I would assume they know the outcome of the game in question.

I’ll keep hoping.

Thanks again.

 

You're most welcome Vinny...hope your problems would be resolved soon. Good luck!