Game crashed and lost bonus

[Dre0206]

Hello there. I was playing the EXCLUSIVE Romance game yesterday, i got to the bonus rounds i had a few wins but still had 18 spins remaining. Game crashed a few times tried to reload and eventually got back on. Free rounds had gone and i was paid what i had won on the used spins and All the remaning spins had gone. I went to the chat and they forwarded it on. Then i went on the EXCLUSIVE moon landing game. Got the bonus and got to the final jackpot screen where you pick a letter and it reveals a prize that could be jackpot. Right on the screen it crashed completely tried reloading game and screen just kept freezing and then my previous wins were added but i did not see nor click any winnings in the jackpot screen. Now that is two games exclusive to unibet. Considering how much i deposited for the games to crash and take any chance of winning stake back is disgraceful and cheating. Now i have alot of respect for unibet so i am confident that they will be able to investigate both instances that froze and to repay what is owed. Any input would be great thanks and have a good weekend

[Rushbie]

Welcome, mate 😃 The games do crash a lot sometimes, but often it's because of error in personal connection and a lack of PC's processing power and graphic cards updates etc. Annoying as hell. Not sure what it can be, so just tagging few mods here for quicker response 👍 @JeppeL @Fredrik-Unibet

Also check this topic if you got similar issues possibly..
https://www.unibetcommunity.com/t5/Help-Support/Slot-malfunctions/m-p/106209#M6674

(Edit. For example, personally having connection troubles with Vikings go to Hell lately, cause it's new, crowded with traffic, and so heavy with the graphics. On every casino. Download speeds showing 46+Mbits/s :Disappointed:)

[Dre0206]

I am certain it is not my end. If it were when reloaded the bonuses would still be there. Thanks for the fast response i have good faith in unibet in resloving it. I am a good customer and this is a first for these games to not only crash but to actually removed spins and bonuses is unexceptable for such a big company. I hope unibet responds as speedy and helpful as you :)

[Rushbie]

No probs, they'll get to that as soon as they can, you can trust that 😃 
And yeah, the bonuses should stay there no matter what happens at customers machine/connection. That's just a standard fail-safe how the system works. Hope too it'll get solved soon, stay patient 😉

[Dre0206]

Thanks again cant wait for a reslove ive seen some of the past resolutions and im hoping for the same :) 

[Dre0206]

Still no response for ubibet so hope they give me some sort of info soon

[Livertool]

I think they got to get in touch with provider to get it sorted out. And it is weekend so i doubt anything will happen then.

And btw, are you sure that there were not any wins added to your balance although you didn`t see the bonuses to finish? It has happen to me, not in those slots but anyways. Not doubting you, just asking :)

And what slots are you talking about ?

[Dre0206]

Yed the previous wins on the romance game were paid, but the rest of the spins were lost. The moon landing paid the wins all up to jackpot game. The thing is the moon landing game should of let me pick my win which could of landed me with the jackpot but it took that away from me even though chance are slim it still didnt let me

[Livertool]

Ok, well unnecessary for me to speculate anyways. You´ll just have to wait and see what is the responce. I`m hoping for jp :happy:

[JeppeL]

@Dre0206 Thanks a lot for letting us know of this, I'll look into it with the Casino team - do you know at what time these instances happened?

/Jeppe

[Dre0206]

I had gone into a chat maybe 10-15 minutes afterwards so roughly 22.30ish i would say. The moon landig game that crashed and didnt let me pick my win was at 23.08 i know this as i have screenshot of the frozen screen. The romance game that took 18 free spins away was before this so thats why i say 22.30ish. Here is the frozen screen i got on the moonlanding game. Unfortunatly i could not get a screenshot of my free spins on the romance game as that froze and booted me out where as moon game just froze and then i had to refresh myself. You can see my previous wins on the moon game but not the jackpot game.

[Dre0206]

Will not let me add my image for some reason

[Livertool]

If it is screenshot, use paint to save it as jpg. Then you can add it :)

[Dre0206]

Im using my iphone so i cant unfortunately but i can email to unibet if they need but hopfully they can just check my history and will locate when the game crashed and took free spins

[Fredrik-Unibet]

@Dre0206

Hi!

Really sorry to hear about the issues, I know myself how frustrating that is. I am in charge of Product for the company group hence I take great pride in what we offer should be working. I was trying to figure out which games you refer to and can you confirm if my assumptions are correct? I'd say for the "romance" game you were playing "Napoleon & Josephine" (link) and the moon landing game should be "Journey to Mars" (link). I see that you are in good hands with Jeppe checking things with the Casino team but I will follow the development of this as well.

@Rushbie Thanks for referring me and @JeppeL so that we can a good notification, however apologies for the weekend-delay. Rushbie, as for the new Vikings game from Yggdrasil it sounds strange, as on our side we would have no issues keeping up with capacity but we will check with the supplier to see if they have seen any issues. As you point out, this is a long awaited release so they might have had a lot of interest in the game.

Kind regards, Fredrik

[Dre0206]

Yes that is the games. Thanks for your response ans cant wait for resolution

[Dre0206]

Has there been any luck in finding why and how these games had these errors and what you are going to do in response to this :)

[RayL]

Hi @Dre0206, I've checked our internal communication and it seems that the issue is still being investigated. Based on Fredrick's response above I was able to request a more detailed investigation and a refund for you. I'll be sure to inform you as soon as we have a response from the devs and Casino team. Bear with me as the answer might arrive in 24-48 hours.

 

/Ray

[Dre0206]

Thats great news only thing is how do you refund it because i hope its not just the stake thats refunded as on both instance it was free games where wins can be big and i deposited a substantial ammount to get those spins. Really appreciate the help

[Dre0206]

Also this is the best customer service ive had from all the big names websites and couldn’t fault a thing.

[Dre0206]

Afternoon any luck so far thanka again 

[Dre0206]

It has been a few days now and im wondering how the investigation is going i have been very patient and im hoping for a resolution please many thanks

[RayL]

Hi @Dre0206, thank you for your patience regarding this investigation. We just had word back from the developers.
After investigating the issue we found the disconnection mentioned in this thread and it seems that your local internet connection was the cause.
Even though you weren't able to see the Free Spins, our system, Spins once given and the session was started, regardless of connection it continues in the background and it adds your winnings to your balance. I've sent you a private message with your session now.
As mentioned by you earlier in this thread there was another disconnection which even though you didn't see the round it got added to your funds, this is a failsafe feature that ensures the smooth playout of the rounds and the payment process.
I am not questioning the frustration that might derive from such a disconnection regardless of what caused it, may that be the internet provider's fault, an error or a human error, the result for you is the same, I get that and as discussed in our private messages, I would still like to offer you, as a goodwill gesture, the free spins as a token of our appreciation for your patience. Let me know what NetEnt slot you would like me to add them to.

/Ray