I won "Secret Prize" on Wheel of Fortune twice, Richard casino refuses to honour prizes..

Firstly I apologise for how long this is.

I deposited 3 x $30 & each deposit came with a free spin on the "Wheel of Fortune". 1st spin I won the Secret Prize, a pop-up window appears below stating: "CONGRATULATIONS YOU HAVE WON A SECRET PRIZE" contact support to claim your prize. I went directly to support through a link provided on the pop-up & was told I had not had a spin & they re-issued the spin. I didn't use the spin, I emailed their support to find out what happened. In between I continued to play. My 2nd spin I won 175 FS, my 3rd spin I won the Secret prize again, this time I captured a screenshot of the winning page with the pop-up window for proof. This time I was told my winnings were being passed on to be investigated by the appropriate department. Consequently They found NO issues on my side. Through out the 2 week investigation they wouldn't give me any information or answers or any timeframe, instead telling me I had to wait until they informed me by email. The only thing they said was "This situation had never happened before". OVER 2 WEEKS later I received a very confusing answer telling me I had infact ...(QUOTE):

"FINISHED with UNSUCCESS (EMPTY PRIZE)!!. Sometimes it is really just a black line, & there surely should be your chance for a big win behind it. Please don't hesitate to contact us if you need any further assistance. (END QUOTE).

WHAT DOES THAT MEAN!!! & Another thing after my 1st spin support re-issued a new spin, there was no mention of any replacement spins in the email, (not that I wanted them). How can they get away with saying I won an empty prize, I have the proof of my win!! Plus the one section on the wheel of fortune that is a "no win" is on the opposite side of the wheel, nowhere near the secret prize.

Has anyone encountered a situation like this? Or have any advice for me on how I can fight this decision?

I followed their rule's to a tee and then they OUTRIGHT REFUSE TO HONOUR BOTH OF MY WINS.

Any advice very much welcomed.

Yvette...

There is no need for apologizing at all, do not worry about it. I see, that this kind of issue can be somehow frustrating, for sure. You have done the right thing, to submit a complaint, where our team will do all they can, to get it solved. I'm glad to see, that you have made some screenshots, which now you can use as a proof, so it'll be easier to find out what is behind this mistake, if we can call it like this. Now, let's try to be little bit patient, and see what can our complaint team do about your situation.

Have you played at this casino before, maybe even had any successful withdrawal, or was this the first time?🤔

I have been playing at this casino for a while now maybe a couple of months. I did try to widthdraw once but was knocked back on id, my licence was photo cropped on just one side. I couldn't take another photo at the time because my wallet with id was lost, I have since found it.

So as you can imagine I continued playing & lost it!! It was about $800 from memory.

There are several in discrepancies first with the information I got from live chat, also from their manager. Then once it was taken for investigation they refused to explain what the issue was.

One of the main points is in their recent email they say that my notification that I received was only an indication that "MY CHANCE OF WINNING IS HIGHER", if that were the case wouldn't they know that from simply seeing it??, I provided screenshot straight away.

Secondly from the beginning they claimed there was an anomaly & stated to me in our conversation: "THIS SITUATION HAD NEVER HAPPENED BEFORE" & they needed to find out why?. Now they wouldn't tell me anything & it took 2 weeks before they came back saying I had won nothing on both spins!!!.

I was directed to an upper manager from live chat when this happened & even the manager congratulated me on my wins and assured me "MY WINNINGS WOULD BE TRANSFERRED TO MY ACCOUNT ASAP" they only required a look at because there was some sort of issue, (I assume maybe software issue). I have outlined these conversations and sent them to you.

I believe there was an issue, but in saying that I don't think I should be punished because of a mistake on their side.

Also why would they have a wheel full of different prize's if every one of them can result in a "NO WIN" situation. I read the bonus conditions & the terms & conditions, nowhere does it state this can happen.

Why have only one section with a secret gift/prize if it only brings you another chance closer to win??

THE LIVE CHAT MANAGER I WAS PASSED ONTO SAW THE SCREENSHOT I CAPTURED AND EVEN HE CONGRATULATED ME ON MY WINS STRAIGHT AWAY.

IF WHAT THERE CLAIMING IS TRUE WHY DIDN'T THEY KNOW THAT FACT STRAIGHT AWAY??. THEY ALL SAW THE SCREENSHOT.

LASTLY Why isn't it stated on the pop-up window that appears: "THIS SPIN HAS BROUGHT YOU A BETTER CHANCE OF WINNING A SECRET PRIZE"... IT DIDN'T SAY THAT IT CLEARLY STATES "I HAVE WON".

At the end of the email they thank me for bringing something to their attention, I'm not sure what??.

They offered me 20 spins, (which probably have wagering requirements attached) as a gift!!!

My question is a gift for what??

The bonus rules & conditions should be clearly stated for a start, this whole situation is wrong.

I'm expected to just take there word for it even though all the information says the opposite. Nice way to run a business!!!

I hope you can help me with this I really do.

Regards Yvette

I read both posts and took a look into the complaint, and I agree that this is not the kind of user experience one would be looking for.

Can't decide whether the whole model is worth a bit of an adjustment or whether this issue was accumulated thanks to the not completely supportive support. 🤷‍♀️

Although, if I'm not mistaken, aside from this episode, your previous experiences were quite good, would you agree?

One way or another, I would expect another complaint update in the next few days, hopefully, your pain ends sooner rather than later.