Complaint Regarding Game Error and Unresolved Betting Issue

I would like to formally lodge a complaint regarding a serious issue we experienced on Betaway on Monday night while playing the Huff and Puff game.

My husband was playing with R25 bets when he triggered the feature/free spins round. At that exact moment, the game suddenly kicked him out. Since then, the game has displayed an error and the feature winnings appear to have disappeared completely.

We immediately contacted your call centre and also sent an email reporting the issue, yet nothing has been resolved and no proper feedback has been provided. This is extremely concerning.

From a customer’s perspective, it feels completely unfair that a game can malfunction the moment a feature is triggered, especially when real money is involved. If a player loses, the system accepts the loss immediately, but when a winning feature is activated and the game suddenly errors out, customers are simply left without answers.

We believe this matter needs urgent investigation. We request:

A full investigation into the affected game round Confirmation of the feature winnings and balance adjustment Written feedback explaining what happened Immediate resolution of the error on the account

Online gambling platforms operate under strict regulations, and situations like this create serious concerns regarding fairness and consumer protection.

We expect this matter to be treated seriously and resolved as soon as possible.