Big Fish Casino Payout refusal Seattle Washington Internet
When we win and we don't get pay outs, Big Fish tells us to send them in a screen shot of the incident. Well, we ALL do, but now this is the response we are all getting and this is the response we are all sick and tired of getting. They are passing the buck on slow servers or poor connections when NONE of that is involved and we have proof of that. Below is a reponse to my letter from them on a win they are now refusing to pay me on.
Hi this is Jesse in Seattle. I see that while playing Puppies vs Kittens on November 12, 2014, you hit food bowls but weren't credited for the win. I completely understand and am going to do everything I can to sort this out.
Thank you very much for providing your friend code, the date and time the spin occurred, the time zone you're writing in from, and a screenshot of the issue.
After taking a look at your account, I was unable to see that specific spin, and see that there was some problems with the connection to our servers. Looking at your screenshot, it looks like the reels may have been frozen and not quite finished, which matches up with what the account logs are showing,
With our games, which all run over the network, there are two parts to the equation - our servers, and the connection to them. Even if our servers are all running fine, you can experience slow performance issues, freezes, or be removed from a table if the connection is interrupted.
Even if your device is showing full bars or you are on WiFi, this doesn't always mean that the connection is good and unfortunately, we have no control over the quality of that connection. We do everything we can on our end to maintain the connection and account for failure, but the "Poor connection" warnings should usually show up when the quality of the connection is poor. In general, we recommend playing in a location where you know that your connection is strong to prevent these issues.
The good news is that every spin is calculated and credited on our servers, which means that you'll receive the chips for any valid win upon regaining connection with our servers. If you don't see an amount won in the win box above the slots or a highlight of the line, this would not be a valid win, as slots that are frozen before they can stop spinning are not ultimately displaying the final result,
I would also suggest playing as close as possible to the source of the network connection while playing, and if you encounter further issues with a specific game in the app, possibly also trying a different one of our games in Big Fish Casino instead to ensure the best possible experience.
I'll also put a link to a helpful article about connection issues below for you, just in case you'd like to check it out:
Connection Problems and "Slow Network" warning
I hope I was able to help you today, Tina. If you have any other questions regarding this specific please feel free to reply directly to this email and I'll be glad to help as best I can.
Take care,
Jesse
www.BigFishGames.com
In the Pond Sunday-Thursday
I had no problem with my server, nor did I have have slow network! I also told them this with no response back from them.