# Other Casinos #: ComeOn Casino "steals" ELEMENTS-THE AWAKENING Free Spins on 3 Euro Bet

Pleasureseeker wrote on 03/06/2019 6:13 PM: Hello everyone,

i will try to summarize the following post as clearly and factually as possible.

About me:

I play for now about 10 years sometimes more, sometimes less regularly in online casinos. Started with StarGames, sunmaker, Casumo and since about a year almost exclusively in the group that operates the ComeOn and Mobilbet Casinos
Apart from the countless times I have been annoyed with myself and played down my winnings, I have never experienced anything comparable to what I experienced with ComeOn!

Facts:

On 14.02. I started a gaming session at ComeOn! and played my balance over a few hours up to over 400€. I switched to the NetEnt slot Elements - The Awakening and spun the slot on several, higher stakes beyond 2 euros per spin. Then, when on €3 bet the free spins triggered with the green Earth symbol, the game suddenly hung up. As soon as I tried to open the slot again, the screen kept getting stuck at the full green loading bar






Except for the typical background music for the green free spins, nothing happened. I contacted ComeOn Chat Support and they sent me a pre-written email which I replied to as follows:

Hello,

thank you for your mail.

Game and Provider: Elements - The Awakening / Netent

Date: 02/14/2019

Specific Time: 14/02/2019 17:08:19

Stake: 3 euros

Device and browser: Tried on multiple computers and with multiple browsers (Chrome/Firefox/internet explorer).

Have you tried to open the game in another browser, on another device? Yes, unfortunately unsuccessfully.

Do you have a screenshot of the event?

Yes, but only of the game error. The game does not start anymore. As soon as the free spins were triggered, the game crashed. You can find a screenshot of the loading screen in the attachment.

From which promotion did the free spins come: Not from any promotion! The games were triggered during normal gameplay.

Description of what happened: I was playing the Elements slot on varying stakes over an extended period of time. Everything went smoothly until the moment when on 3 euros the green free spins triggered. Thereupon, the game hung up and since then can no longer be opened via a computer. The game opening via smartphone is possible, but the free spins are missing. The exact event is: WETT ID 4795843100



After I had heard nothing for a week, ComeOn! contacted me again on 23.02 via email:

Hope you are having a great morning

We would like to apologize for our response in English, kindly note that we are currently experiencing a large volume of unexpected contact, to ensure the quickest response, we will get back to you in English today.

I have now sent the matter to our technical department for troubleshooting. We will contact you by mail as soon as we have an update on the matter.

Please contact us again if you have any further questions. You can either email us or contact us in our Live-chat that is open everyday.

Have a good day.
Kind regards,
Hillevi
Support




After another week of not hearing anything, I tried to open the slot again. Suddenly the slot was playable again, but the free spins were DELETED. Furious, I wrote an email, to which I have not received a response to this day:

Are you seriuos? Ive just opened the Elements Slot and my 3 Euro Bonus Spins are DELETED.
So u just have deleted them without giving me an answer or an amount of cash? Shame on u!! These Spins were on 3 Euro bet and not on 0,20 Euro.

Ive deposited several thousands of Euro on Comeon and never cashed out. I always thought comeon is a trustfull casino. I will now open several claims on all online casino forums I know like askgamblers or gamblejoe and will also contact gambling commisson.

Its not only that u have deleted them, its also that it seems that u give a f**k on loyal customers and dont provide them with any information within 2 weeks. This could have been a big win and u have just STOLEN it!

You will here and read my opinion about comeon on all casino rating sites in the internet in case u dont find a reasonable solution.




Now I have contacted the support chat yesterday. Allegedly NetEnt would have reported the following on the subject to ComeOn!

The accumulated win in the round is 24,75 Euro after deducting the bet amount which we already refunded.


Anyone who knows the Elements slot and has played it knows that this amount is an absolute joke with the green free spins on 3 euros bet. What makes me even more suspicious is that here is spoken of a "Round". In fact, however, it is 10 free spins that are extended with each fixed wild symbol again. Accordingly, it seems to have been "calculated" here obviously wrong.


After I complained to the chat support that I, as a loyal customer who has deposited several thousand euros, simply feel cheated and badly informed, especially since I have not yet been given a written explanation of what exactly happened, I was offered 50 Free Spins on 10 cents with turnover condition as compensation
Of course, I did not accept this completely disproportionate, provocative and insulting offer and instead pointed out that they should please check my case again
The chat support pointed out that all options had been checked and that they could not accommodate me any further. I should please leave the chat, so that the support can turn to the other waiting customers.

What am I now explicitly about:

I myself come from the service industry and count Online Casinos definitely to selbiger. What ComeOn is offering here as damage limitation to a loyal customer who has left several thousand euros in the store for a year is simply an impertinence and a prime example of poor customer service, in this case of a VIP customer (this status does not exist at ComeOn)

Ultimately, my only concern was to feel well advised as a valued, paying customer and to be adequately compensated. My demands are not presumptuous at this point; I would have been satisfied at any time without comment with an amount that corresponds to an average free spins win on 3 euros bet in this slot. Now I am no longer primarily concerned with money, but rather with clarification.

Since I do not want to let this impudence sit on me, it is important to me a) to warn you about this casino based on my experiences and b) to learn what is possible for me here in principle.


In advance, many thanks to those who read through the facts and of course those who also comment on it.

This post has been translated automatically

This post has been translated automatically

This post has been translated automatically

This post has been translated automatically

This post has been translated automatically