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On 9/10/23 I was on my last bonus spin on 9 Mad Hats game, which won a little over $100 when suddenly the app closed and shutdown. As having experienced this before, I wasn’t too worried, but unfortunately when I went to reopen the game to finish my last spin and an error code 211 was displayed. I immediately contacted started a chat with the customer support team and explained what happened with screen shots to help them resolve this issue. I was told that a representative would reach out to me via email to resolve my issue. I did not hear from anyone, so I reached out again. Finally, someone emailed me and said that I was properly paid out for the game played prior to 9 Mad Hats, which I was and agreed with, however there was no mention of the error code 211 nor any resolution to what it means or how to fix it. They responded that they would look into it. After no response again, I reached out via chat and was told to wait for an email unfortunately the chat cannot help. I then called the customer service number in hopes of resolve and left a voicemail as directed. No call back. Emailed again, and finally after one day short of three weeks, I received an email stating once again that the game played prior was paid out properly and that my internet is the issue. Again, no response nor explanation of error code or acknowledgment of photographic proof sent to them of error code, recently played list and recent transactions which were conflicting. I’ve asked three times for a call, nothing. I’ve asked countless times for an explanation of error 211, nothing. I’ve been as open and honest and forthcoming as humanly possible; including all screen shots and timestamps, to no avail. I feel as though they are simply ignoring my issue I hopes I go away. It’s a little over $100 at hand here, not hundreds or thousands and quite honestly it’s not even about the money, it’s about transparency and accountability and the right I have to an explanation of their error which states to contact them if this occurs. I’m not asking for hundreds or thousands of dollars in compensation or bonuses or whatever, simply what I earned and basic human decency to resolve an issue on their end and respect my time and request to resolve this. The game still has that error code and still will not allow me to access it. All other games work. It’s not my internet which my family of 3 use daily, it’s not me lying to receive funds that don’t belong to me, it’s their system which is clearly shown on the screenshots.
