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Game will always play up b4 and cut me off b4 I got extra features on big bass hold and spin

Hmm.

Did you consult this issue with the casino, perhaps? You should do that immediately after you find yourself in such a situation for the first time, I'd say. No point in waiting for something to come out of nowhere, if you ask me.

Additionally, how do you know you're cut off just before the extra feature when the game is cut off?

Is the progress saved? That would be best.

I'm asking because some slots, or rather, certain game providers, allow that. But I'm not pretty sure in this case.

Thanks for an update.

I received an email about a refund in January, they closed my account and said I’d be refunded my deposits. I’ve been contacting since January and keep getting automated responses

Dear Customer,

We are writing to inform you that your account status has been updated to 'Self Excluded'. Your account has been closed and any outstanding balances will be returned to you.

Jammy Monkey, PocketWin and mFortune were re-launched under new ownership on the 27th of November 2023 and are now operated by Viral Interactive Limited.

However, we have identified that you self-excluded from one of the brands during the period in which they were operated by In Touch Games Limited, its former owner. 

Here at MadSlots Casino we prioritise player safety and want to make sure that all our customers remain in control of the amount of time or money they spend gambling, including those who make the decision to self-exclude from gambling. As such, even though the brand is now operated by a different company, we want to give effect to your self-exclusion. We confirm that your account will be self-excluded for the remainder of your chosen self-exclusion period and any losses that you may have incurred since the 27th of November will be reimbursed.

We encourage all customers who choose to self-exclude to consider also registering with GAMSTOP. GAMSTOP is a national self-exclusion service in the UK that will prevent access to any site licensed by the Gambling Commission. For more information, please visit gamstop.co.uk.

If you have any questions about this email, then please contact our customer service team and a member of our dedicated customer service team will be happy to help you.

Also, there is a complaint related to this delayed refund, I believe. If I'm not mistaken, based on the screenshots you provided, it seems that the casino has not been capable of a concrete update for quite some time. If I may try to guess a bit, I would assume the major step will be inviting a casino representative to join you in your complaint thread in order to provide explanation. I hope it won't take too long.

If MadSlots updates you, please let Tomas know how things are going.

Naturally, we will be here waiting for the outcome as well.