CLEO'S VIP ROOM - GREAT APES GAME

[lucky8s]

  I have a warning for all players with the Great Apes game. I was playing tonite 6/12 and after making a deposit of $20 I was on a roll I went to play the Great Apes game. In this game you either can get the free spins in the scatters or you can also get the Great Bonus, when you get this you get a screen to pick 3 bags of money, if you pick the bag that says WIN ALL, you get all the money in all 3 bags. I was lucky enough to pick that bag WIN ALL for a total win of $21.60, my balance BEFORE this win was $89.25 after the win my balance was STILL $89.25. My balance should have been $110.85. It is not it is $89.25, not giving me the win. Of course I took a picture and went to live chat, Edward advised me to send an email to support. Which I have already done, I stopped playing until I hear back from them. What erks me most is that, I was on a roll and this also happened last week in fun mode.  I never reported it cause it was FUN MODE.It's a different thing when you are playing with your real money.

 

[krystalkitty]

I swear I had the same thing happen to me several times, but unlike you I just shrugged it off! So glad you were able to send them a photo of it! TY!

 

[Mben]

Oh man, that's a huge find, lucky8s! Thanks for letting us know and for sure, let us know what support tells you. How would they fix it on your end? Like at the landbased casinos, the slot machines have it splattered all over the machines void if machine malfunctioned . Probably the same at Cleos? It would be nice if they gave you that $21.60.I'm going to try Great Apes in fun mode to see if it happens to me. I still have the free $20 for Flag Day and I don't dare lose anything with real money. lol

 

[slotgal47]

I know, I know, I thought the same thing, but then I started watching and it would give it to me. I think I was hitting the stop music button to quick and it would not give it to me. I thought it was just me.

 

[omeg]

Thats always a scary thing to me when the machine malfuntions.

 

 

[lucky8s]

Nice triy Cleo's umh BUT the math does not add up? They sent me screen shots with 3 to 4 seconds missing. They say the balance was $68.55 if win was $21.60 = $90.15. My balance is $89.25........ Who wants to be taken advantage off on their birthday geeeeeze.Our technical team has gone through your events and did not find any irregular play. As you can see in the picture below, before the last play you had $68.55 and you won $21.60. The game paid you correctly. We have attached your game events for the game Great Apes.Description: cid:image007.png@01CE6816.6A5BE6A0Regarding your question about the Great Bonus: The symbol needs to appears anywhere on reels 1 and 5 at the same time; however the Gorilla symbol substitutes for all symbols except scattered, explorer and the sack of Great Bonus.You can find all this information clicking in Game Info, in the lobby.Kind regards,AlexCleos VIP Room Support Teamwww.cleosviproom.com

 

[lucky8s]

The symbols did appear on 1 and 5 and I had the gorilla symbol as well I never asked a question about this I sent the photo it is clear I won the bonus and it did not credit me, this is ridiculous and I have heard of many players having the same experience with this game it also does it in funmode. Then they have the audasity to send me forged screenshots with seconds missing from screen one and screen two, then trying to claim my balance was $68.55 before the win and the win being $21.60 they say your balance is $89.25. You were paid correct?Does anyone have a calculator $68.55 + $21.60 = $89.25 umh NOand the date of the screenshot show 6/13 I did not play on the 13th I played on the evening of the 12th. Waiting for another response regarding their math, but needless to say I stopped playing the second It did not credit me correctly, and have not played since.2 days and counting I wish I could post the screen shots but it doesnt seem to work

 

[Mben]

lucky8s, our Cleos rep has been alerted to your thread. She is having Cleos take a closer look. I'll get back to you.

 

[Mben]

Here's the word from Cleos, lucky8s.The screenshots are taken every time that a spin occurs, which is the reason for the 3 second difference. Also, time zone is the reason for the change in dates as it occurred just after midnight in a UTC time zone, and the player is in a PST time zone.The bet of the player was 0.90 USD at the time. So 68.55 + 21.60 - 0.90 = 89.25. lucky8s, I am not meaning any disrespect towards you or talking down in any way (sometimes reading and not hearing the words changes what a person is trying to say and what the other one hears) because I know that you are as sharp as they come but is it possible that you somehow made a mistake and never saw the $68.55 balance before the bonus round? I really think Cleos would want to correct a software issue if there was one and if there was one, I know they would not squabble over $21.60 and would give it to you if in fact their software screwed up.