joshnadin

Hi @Jimmy8888,
From my personal experience with Videoslots, and general reviews, they're reputable and pretty good when it comes to dealing with customer service.
If it has been three weeks since raising your issue, and you haven't had an update however, I do agree that this is a long time to wait.
If the bonus' round will not open, and the casino doesn't have the ability to manually 'open' it or see what the outcome is, they will have to contact Blueprint, the provider, to see what happened, and then manually credit the result accordingly. This can take a while sometimes, and I'm assuming that this will take a little longer due to the holiday period too.
Contacting support daily tends not to speed the situation up, and can make things more complicated every time more information has to be added to your account with each interaction. In regard to compensation, until they know what the issue actually is, and what they can or can't do about it, they can't really make a decision if compensation should be awarded, or how much it should be.
If you haven't already, I would suggest asking if they have an estimate of the timeframe you will have to wait to get the situation resolved. Also, I would ask what the process actually is that they're currently doing to make sure the right steps are being taken.
Once they do contact you with a resolution, if you want compensation, highlight the amount of time you've been waiting and state that you're unhappy with having to wait so long. It may factor into the amount you get, if any.
Hope this get's sorted out soon for you!