Winnings disappear due to some token error

[Dujs]

Hello. I have a problem. I was playing Extra Chilli game. At the end of the free spins (a few to go) app showed some token error, and exited to main menu. After entering the game again, my free spins and winnings dissapeared. I continued playing bit at next free spins the exact same thing happened. My 30 or so euros disappeared? Did this happen to anyone? Where can i complain about this??

[Jami-Unibet]

Hey @Dujs and welcome to the Community!

Do you remember and approximate time this happened? Would help finding out the gameround. :) 

Edit: Is it the last round you played? 

Edit2: Have you tried clearing Cookies & Cache and then opening the game again in case the round is stuck?

[Dujs]

Hello,

This happened 10 or 15 minutes ago. It is the last, or maybe among the last few rounds yes.

[Jami-Unibet]

Thank you @Dujs,

Could you clear Cookies & Cache from your browser and open the game again, see if it restores the round. If not, I'll go through them and send them to provider. :)

[Dujs]

I just did that, but didnt helo. Its like all the spins and winnings just disappeared. Take note that this halpened twice in quick succession.

[Jami-Unibet]

This was with the bought feature, correct? I'll note up the rounds and ask our gameprovider to look in to it. 

[Dujs]

Yes, both times it was a bought feature

[Jami-Unibet]

Ok thank you @Dujs,

I've escalated this internally and will inform you once I have an update. :) 

[Dujs]

Any eta on that? How long does it usually take for stuff like this?

[JeppeL]

@Dujs Recorph raised the issue with our casino department, who has since then made a request with the provider who makes the game to look into it. Usually these requests take 2 days to a week for us to get back, depending on how busy they are with cases.
I apologize that I can't give a more specific and preferably a shorter timeline, but we have seen these take around a week or a bit longer  to get back to us in the past, so I want to be upfront that it could be a little while before we have an update.

/Jeppe

[Livertool]

Mine has been ongoing now for about 4 months with blueprint and earlier with microgaming took about half year. So unless btg is much faster, i wouldn't hold my breath... hopefully you get it sorted faster thou :)