SpinIt — player complaint #66611, 2016-12-14: other

Dear The Pogg, Just over a month ago I joined Spinit Casino, played on their site and the graphics and streaming were fine until I upped my stake and wagered £4,750 on a hand of blackjack. I never saw cards being dealt, was not offered to hit,stand, split or double and a few seconds later see account had been docked the money. I came out of that game and then went into history and saw the hand had occurred without me witnessing !! I contacted Spinit live chat who put me through to VIP Manager [EDIT] who was excellent in investigating hand and seeing there was a fault. The important parts of my chat log are copied below as evidence. [EDIT] 04:40:20 pm could you let me know the time and game when this issue occurred?   [EDIT] 04:40:45 pm let me see if i can find in my history   [EDIT] 04:40:57 pm ok   [EDIT] 04:41:47 pm yeap game number 16.18.47 dealer apparently [EDIT] bets got accepted but no selection to hit and i then saw at bottom of screen that hand had played out and lost [EDIT] 05:18:25 pm regarding game 16.18.47 [EDIT] 05:19:31 pm yes phew can you see what i mean now ?   [EDIT] 05:20:12 pm yes totally ! [EDIT] 05:21:10 pm it is usually very good, then again, once in a while a bug can happen   So as you can see Saturday 19th of November I had written confirmation from Manager that she had seen this herself. I was hoping to hear back but 4-5 hours passed with nothing so I came back to live chat [EDIT] Sat, 11/19/16 07:48:22 pm Europe/London Hello spinner, how can I assist you today?   [EDIT] 07:48:41 pm Hello [EDIT], kindly pass me over to [EDIT] VIP Manager   [EDIT] 07:48:43 pm One moment, please Sure [EDIT] 07:49:07 pm Hi again [EDIT] 07:51:39 pm I am afraid it will not be sorted tonight, our developer will look into it tonight or tomorrow morning at the latest [EDIT] 08:10:14 pm this is turning into nightmare   [EDIT] 08:10:21 pm I am so sorry about this   I assure you that it will be sorted tomorrow morning So, unfortunate, I went to bed on Saturday 19th happy that Spinit Management had seen/confirmed the 'bug' but upset not resolved. Then the next day shock waves start to flow [EDIT] I am so sorry  but it seems the issue will not be sorted soon [EDIT] Oh!! Did you show them what you saw? [EDIT] Nobody looked into it yet. I wish I could have done more [EDIT] I don't understand I thought you said all bodies in today so I have waited until Sunday lunchtime thought it would be done as a priority [EDIT] Yes everybody buit nobody looked at it yet also just you know your cash back won't real money it was a istake on my side it will be a bonus [EDIT] What on earth is going on are you the same VIP Manager as yesterday So by now I was starting to really be visibly upset(according to wife) and since then I have been in chats with a [EDIT] (Senior Manager) and a [EDIT] and a [EDIT] and a [EDIT] all telling me to wait and be patient and result will benefit me. However, my patience by Tuesday wearing thin and then I was told EveryMatrix are responsible for resolution and basically Spinit fobbed off to them. But days keep going past I cannot physically upload all the miscommunication and chat logs because I want to keep the complaint compact to just the 'technical glitch/bug). Today(Friday 25th) I went onto live chat but they said   [EDIT] Fri, 11/25/16 09:17:21 am Europe/London Hello spinner, how can I assist you today?   [EDIT] 09:17:45 am Hey [EDIT] kindly forward me to [EDIT] or [EDIT] [EDIT] 09:19:15 am Good morning [EDIT] how are you? What can I do for you? [EDIT] 09:19:29 am Hello good and u?   Is [EDIT] or [EDIT] there? [EDIT] 09:21:29 am no, I believe on Monday back   May I assist you? [EDIT] 09:22:07 am There must now be an answer to resolution   Cos I spoke with Every matrix and they said it's up to me to deal with yourselves 09:23:07 am [EDIT] 09:24:30 am There are still no results regarding your request [EDIT]   Please be a little patient and I am sure the case will come finally to a good resolution 09:25:11 am [EDIT] 09:25:19 am I didn't make a request [EDIT] 09:25:35 am I know, but I regret that I don't have no other information till now [EDIT] 09:26:16 am Simply investigating a situation that Spinit VIP team looked at confirmed was a bugged game but a week on nothing   [EDIT] 09:26:39 am sorry for inconvenience, but for no I am not able to give you another information than this [EDIT] 09:28:28 am I gave [EDIT] the few days he asked for he and [EDIT] lied about a bonus Ask gamblers said I should make a complaintrip based on my review so things are more official and that other Internet users are aware of Spinit problems so with regret I will need to do that because my heart and head cannot take waiting until Monday and then to find out still no answer   [EDIT] 09:28:43 am I am sure it was not a case of not being honest. I would recommend in this case to talk personal with the relevant person to get a better understanding about the communication between you. This will be sorted out at least on the spot, I am very sure   [EDIT] 09:30:48 am Tried that but no one contacted me or answered me I have proof of a few emails I sent to VIP email address plus chats but heard nothing. Plus you don't offer phone support so we have reached end of road and I feel humiliated that I gave you guys a whole week   [EDIT] 09:31:13 am I understand you [EDIT], and I don't want you to get to disturb your heart and head with waiting for the result. But if you may trust me a bit, I know for sure that in almost all of the cases, what took a bit longer, it came out with a satisfying result [EDIT] 09:34:32 am I will make time today to send official complaint via the relevant websites and authorities . I spoke briefly to a solicitor last night and now I have seen no news and [EDIT] not contactable until at least Monday it's time for me to act. Please inform VIP and management team to now cease communication with me and to simply respond to the Complaints Panel of the bodies/authorities that I write to. I think it is best and fairest way that i ask request officially for this   [EDIT] 09:39:10 am [EDIT] as head of the VIP department is always busy with essential cases and your case has such a high priority if [EDIT] is dealing with it already. But I ask you again to be a bit more patient and not to press answers on the spot that can't be given Your case is yet in proceedings and after all what was done till now close to its conclusion stage. In this situation I have no basis to do more for you immediately [EDIT], I hope you understand So, ultimately, having given them a full 4 weeks and had various broken promises etc, I think it is vigilant to bring this issue to the attention of any future customers. 4 weeks ago i was EXPECTING to resolve, now I am relegated to hoping that Spinit and EveryMatrix Management(Spinit blame EveryMatrix) have the humility and sincerity to act fairly. I have plenty of other chat logs where Spinit VIP Management are scathing of each other plus many contradicting stories and I can further provide these chat logs but feel 'less is more' and there is already the compelling evidence above as to what a farce is going on with Spinit and EveryMatrix. I have an outstanding complaint logged with them and of course, to be fair, if I do hear anything back from them I will revert back to you ASAP, however, for now I would definitely not give your much sought after POGG seal of approval,