Davina 36 Posted July 12 Afternoon ladies and gents recently deposited on race casino and played a new monopoly big event wonder 500. Won the bonus but would crash when it was loading up spoke with live help who said it would be investigated and I would hear something in 4/5 days which I did. The email I got was that the game had been cleared and I could now play the game again the bonus had been cleared and I hadn’t won anything in the bonus round. I asked them if a compensation would be paid or at least a bonus as a good will gesture but they have said no and had no further replys from them. In the grand scheme of things it’s a not a big thing but was more the principle anyone had anything like this and had a better outcome? Cheers 1 Share this post Link to post Share on other sites
Solario333 11,488 Posted July 12 19 minutes ago, Davina said: Afternoon ladies and gents recently deposited on race casino and played a new monopoly big event wonder 500. Won the bonus but would crash when it was loading up spoke with live help who said it would be investigated and I would hear something in 4/5 days which I did. The email I got was that the game had been cleared and I could now play the game again the bonus had been cleared and I hadn’t won anything in the bonus round. I asked them if a compensation would be paid or at least a bonus as a good will gesture but they have said no and had no further replys from them. In the grand scheme of things it’s a not a big thing but was more the principle anyone had anything like this and had a better outcome? Cheers it's utterly disgraceful . Happened to me online a few times but the game reloaded and the money was added to my account even when no bonus played out on the screen . Its a little unkind not to compensate the player . Share this post Link to post Share on other sites
david1111 18,100 Posted July 12 38 minutes ago, Davina said: Afternoon ladies and gents recently deposited on race casino and played a new monopoly big event wonder 500. Won the bonus but would crash when it was loading up spoke with live help who said it would be investigated and I would hear something in 4/5 days which I did. The email I got was that the game had been cleared and I could now play the game again the bonus had been cleared and I hadn’t won anything in the bonus round. I asked them if a compensation would be paid or at least a bonus as a good will gesture but they have said no and had no further replys from them. In the grand scheme of things it’s a not a big thing but was more the principle anyone had anything like this and had a better outcome? Cheers Race casino are part of the l&l Europe brand so @L&LJan might have a look at it for you 2 Share this post Link to post Share on other sites
L&LJan 108 Posted July 12 Yes, I already answered our support team @Davina - got this response from Light N Wonder: Hello, Thank you for contacting L&W IGaming Operations Support. As we check in our database the given round is in error state, We have closed the game round allowing the player to continue playing the game. Please find the below round details. Round ID: 24914559155 Account ID: racxxxx Game: Monopoly On The Money Deluxe 92 Stake: 1.00 GBP Total Win: 0.00 GBP Total Feature win: 0.00 GBP Total in-game Free spins triggered: 00 In-game free spins Remaining: 00 Please have the end-user try again after clearing out their cookies and cache before proceeding for a new attempt. "How did we do? Please use our 5 Star rating below to tell us. We value all feedback to help us improve" Regards, Manideep I've made your username anomynous. Kr. Jan 1 Share this post Link to post Share on other sites
Davina 36 Posted July 12 3 minutes ago, L&LJan said: Yes, I already answered our support team @Davina - got this response from Light N Wonder: Hello, Thank you for contacting L&W IGaming Operations Support. As we check in our database the given round is in error state, We have closed the game round allowing the player to continue playing the game. Please find the below round details. Round ID: 24914559155 Account ID: racxxxx Game: Monopoly On The Money Deluxe 92 Stake: 1.00 GBP Total Win: 0.00 GBP Total Feature win: 0.00 GBP Total in-game Free spins triggered: 00 In-game free spins Remaining: 00 Please have the end-user try again after clearing out their cookies and cache before proceeding for a new attempt. "How did we do? Please use our 5 Star rating below to tell us. We value all feedback to help us improve" Regards, Manideep I've made your username anomynous. Kr. Jan Hi thanks for the reply free games triggered 0 in game free spins remaining 0 what does that mean surely that shows the bonus round was never completed and was simply wiped and they are saying it payed nothing which I do find hard to believe…. Share this post Link to post Share on other sites
david1111 18,100 Posted July 12 26 minutes ago, Davina said: Please have the end-user try again after clearing out their cookies and cache before proceeding for a new attempt. I'm not certain but are they asking you to go back to the game to try the bonus again. It might pick up from where you left off. Worth a try if you haven't already Share this post Link to post Share on other sites
Davina 36 Posted July 12 15 minutes ago, david1111 said: I'm not certain but are they asking you to go back to the game to try the bonus again. It might pick up from where you left off. Worth a try if you haven't already Yeah I’ve tried that it’s gone they have wiped it they said Share this post Link to post Share on other sites
david1111 18,100 Posted July 12 7 minutes ago, Davina said: Yeah I’ve tried that it’s gone they have wiped it they said Oh I see. Massive piss take getting a zero bonus, but it's happened to me before. Even worse when you get congratulated for winning fuck all Share this post Link to post Share on other sites
Aarongeorge1989 781 Posted July 12 2 hours ago, Davina said: Yeah I’ve tried that it’s gone they have wiped it they said Have you tried deleting cookies & cache like they said? It’s happened to me and once I had done that the bonus loaded back up. What tech support are saying is that the bonus hasn’t been played. Share this post Link to post Share on other sites
Guest Chair Slots Posted July 13 Can't help but think that Jan could have a little bit more helpful there. Yes he got a reply from L&W but it's fairly obvious the feature had vanished. Some sort of compensation would've been nice to see. Share this post Link to post Share on other sites
Davina 36 Posted July 13 15 hours ago, Aarongeorge1989 said: Have you tried deleting cookies & cache like they said? It’s happened to me and once I had done that the bonus loaded back up. What tech support are saying is that the bonus hasn’t been played. Yea tried that the bonus round has gone like I said it was only a pound stake but was more the principle of it as it’s there error Share this post Link to post Share on other sites
Davina 36 Posted July 13 8 minutes ago, Chair Slots said: Can't help but think that Jan could have a little bit more helpful there. Yes he got a reply from L&W but it's fairly obvious the feature had vanished. Some sort of compensation would've been nice to see. Tell me about it saying as it’s their error very poor! Ah well I’ve got two other casinos I play at so race just takes a back burner doesn’t look great for other people to see how they get treated Share this post Link to post Share on other sites
Guest Chair Slots Posted July 13 Yeah in situations like this it's not about the actual issue itself, because these things happen. It's how the issue is handled and the customer experience. Share this post Link to post Share on other sites
david1111 18,100 Posted July 13 1 minute ago, Chair Slots said: Yeah in situations like this it's not about the actual issue itself, because these things happen. It's how the issue is handled and the customer experience. Agree. Just some sort of gesture would have gone a long way Share this post Link to post Share on other sites
L&LJan 108 Posted July 27 On 13/07/2023 at 10:19, Davina said: Tell me about it saying as it’s their error very poor! Ah well I’ve got two other casinos I play at so race just takes a back burner doesn’t look great for other people to see how they get treated Hi Davina, sorry I was on a holiday for once rarely happens but had to see friends and family in my home town. If you would like that i request a replayer / dig further with the game suppliers, please send me a PM and ill be on it. Kr. Jan 1 Share this post Link to post Share on other sites
Danger 26 Posted July 27 (edited) It would be impossible to win zero on this game. You first of all have to make multiple picks prior to entering the bonus which are number of spins and then pick the number of guaranteed wins. There is a multi spin at the end of the bonus. The guy from L&W should at least know his own games Jan. Edited July 27 by Danger Share this post Link to post Share on other sites
