22bet Casino - プレイヤーの勝ったベットは入金されませんでした。

Playing Buffalo Run slot on 22Bet, in bonus game got a full screen of Wilds. Winning amounts to UGX 29 991 000 (USD 8000). Moving onto next free spin the software says "There is a Problem" and hangs. Log out and log back in and the free games is still there, starts and says there is a problem again and hangs. This has been going on for two days now. Multiple e-mails to 22bet as advised by the online chat. They ask for arbitrary question like who is the software developer. As though I should know, it's there portal. They say I have multiple accounts, this is also nonsense, they ask for KYC documents, what has that got to do with the software glitch - I have provided though, they are just trying their best wear me down with nonsense. Monies have not reflected in my gaming account, still on slot. They just will not deal with the issue or credit my gaming account with the win.

Hello mmarcdutoit,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 22bet Casino. Please allow me to ask you a few more question before we would move forward.

Do I understand it correctly that the game keep showing the win amount and gets crashed after? Is the bet visible in your betting history? Was the win generated with real money or bonus balance?

Looking forward to your answer.

Regards,

Nick

Dear Nick

Yes it is in the bonus game(free spins) and crashes without the amount credited to the gaming account. It still sits in the actual game itself. The win was generated with real money.

Kind regards

Marc

Today 22Bet reset the game from hanging with the win showing to zero, without crediting the winnings to my account. Are these 22Bet blatant thieves?

So 22bet did credit my account now with the winnings, all be it UGX 47000 ($13) short and did not account for the lost spins. But atleast it got paid and the matter is now closed.

Thank you mmarcdutoit for letting us know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you out.

Regards,

Nick