Hi, quite an unpleasant situation you described. Did it happen to you only on this one slot ? So when the casino investigated it, do you know if it was also with the game provider or not ? Maybe I would contact them, but if they checked it then I don't know if they would tell you something different. Well, if you showed evidence then I don't think it's cool for them to just cut you. 

Anyway, did you try again when the game was back to normal ?

I was playing Golden Fire Link - Buchae Blossom slots on DraftKings when I unlocked the bonus game by hitting four or more fireballs. In the bonus game, I managed to unlock all of the rows. When the top row spun, it landed on the major bonus; however, when the fireballs were totaled, the major bonus was not included. I placed a bet of $0.60 and should have been paid $600 for hitting the major bonus, but I was only compensated for the total of the fireballs.

I informed DraftKings about this issue, and they said that the game provider claimed I hadn’t hit the major bonus, which I believe is false. I know how the game works. This situation happened to me three times in under three weeks. The second time, I also bet $0.60 and was again not paid the $600 for hitting the major. Once again, the game provider insisted that I hadn’t hit the major bonus.

By the third instance, I was prepared and took a screenshot showing that I had hit the bonus. I placed a $0.20 bet this time, but once again, I wasn’t paid for hitting the major bonus, which should have paid me $200. I notified the game provider again, this time with proof, but I have been waiting a week for a response. The first two times, they were able to respond within a day.

Now, I feel frustrated because if this has happened a third time and I have proof, I believe I deserve to be paid $1,400 for hitting the major bonus three times. How is this fair to the customer? The reason I spend my hard-earned money on these games is to hopefully win a big prize. It seems unfair, and possibly illegal, that they can take my money without issue, but when I hit a major prize, they don’t pay out. 

It is ridiculous that I, as a customer, have to fight to receive a prize that I earned fair and square. The fact that the game provider can simply deny my claim without proper investigation is unacceptable. No one should have to take a screenshot to prove they hit a major prize. I only took the screenshot out of necessity because this was the third occurrence. 

I am now seeking advice on how to address this ongoing issue, especially in case the game provider disputes my win again despite the evidence I have. Any guidance would be appreciated.

Hi there!

I have to say this is sort of a blind area in gambling for me. 

Not sure whether you know how things work with casino games; I personally could use more concrete insights from industry experts.

According to what you said, I am genuinely interested in hearing from the game provider and whether this screenshot caused them to reconsider the previous two same scenarios.

I understand this is unnerving and certainly raises some questions.

The way I understand the principle, each game provider and its products get certified, which serve as sort of proof of creating fully random-based games. Yet, when some game is not fully functional or the principle is somehow malfunctioning, it is the same game provider conducting the investigation, as far as I can tell.

According to the best of my knowledge, I'm also quite convinced casino license issuer - the licensing authority does not evaluate or investigate game provider decisions.

As I sad, this is sort of a shadow zone for me, and I'm sorry I have no further understanding at hand, so I can't help you much.

I will be waiting for your next update, hoping for the best, fairest outcome.