Another Symbol Goes Missing On Top Game

[ssd]

It was just brought to our attention that yet another Top Game Video Slot is missing a symbol. The missing symbol is the pistols on reel 2 of the game Fandango. I personally couldn't tell if the symbol was missing when I played the game but the person who originally spotted the trouble with Diablo 13 has a slower computer and can spot missing symbols easy.

It has been brought to Jonathan's attention and he informed the player that the game had been pulled to fix the issue. As of July 18th at 8:41am PST the game is still online taking player's money.

Also I would like to note that after requesting a payout of $82 to QT from Rome Casino and after waiting 11 days no payout has taken place and no one from Rome has contacted me about it which alone is pretty poor customer service. I am chatting live with customer service as I type this and of course they are now saying it's because I need to send in my ID docs. That's all fine but it would have been nice to be contacted about what and where to send the docs.

Rick
CSR

[cynthial]

Just when things were going quiet about this place they pull another one. Who would of thunk it? Well, maybe they believe that any publicity is good publicity. So let's give them more and then some.

[RomeCasino]

Hi SSD and others,

My name is Noah and I am the CS manager over at Rome Casino Nice to meet you. I will be taking care of any issues you may have and can be PM'd at any time and on any issue, and I promise to deliver a quick and detailed response the moment I see your message. This is my very first post

I was notified of this issue and wanted to explain what happened.

First, an apology. We should have found out about this immediately and the game should not have malfunctioned the way it did, I can assure you that we take it very seriously and have already started a long process of taking out each game and running it through Quality Assurance methods to make sure that it is without fault. TST will double check on that too. We will be taking off game by game starting tomorrow, Monday the 20th, until all are thoroughly checked. Again, I'm very sorry you had to deal with this at all

Now, about the game:
The game 'Fandango' exists as a Jackpot game, a Video Slots game and a Classic Slots game. We did receive word that there was a problem with the Jackpot version, where the symbol was missing. Let me assure you that this existed for less than 36 hours. We are investigating if any players lost money following this, but it does not seem like that is the case at this point.
The game was removed as a Jackpot game only and that is why you still saw it as a Video Slots game, which didn't malfunction. However we have now taken that off as well to be on the safe side and will only bring it back on the 22nd after making sure it is completely without issues. You will notice it isn't there anymore.

Please let me know of any other issues you may have or think should be addressed, or more about this specific issue, and I will do my very best to get it done for you. Think of me as your complaint box slash handyman


Kind Regards,

Noah
Rome Casino

[same_old]

Hi Noah, welcome aboard mate and great to have you here.

What gets me is the customers are the ones who are picking up these mistakes which is making it a whole lot worse, do you not get your staff to do tests on the software??.

I mean im sure they dont just answer the phone and live chat, your guys would be doing daily statistics on sign ups etc wouldnt they?- so why not add testing as a task.


Seriously get them to play the games, make them undertsand each slot as this is what the business is. get them to understand the payout percentage etc and give them the layout on what should be on the reels.

This will improve the knowledge of the slots they are talking about and give correct answers when being asked about a particular slot or something and potentially pick up the issue you guys are having.

Trust me it is comforting talking to an operator who knows what he is saying. you need to do these things inorder to stay ahead of the game.

[RomeCasino]

Hi Noah, welcome aboard mate and greaty to have you hear.

What gets me is the customers are the ones who are picking up these mistakes which is making it a whole lot worse, do you not get your staff to do tests on the software??.

I mean im sure they dont just answer the phone and live chat, your guys would be doing daily statistics on sign ups etc wouldnt they?- so why not add testing as a task.


Seriously get them to play the games, make them undertsand each slot as this is what the business is. get them to understand the payout percentage etc and give them the layout on what should be on the reels.

This will improve the knowledge of the slots they are talking about and give correct answers when being asked about a particular slot or something and potentially pick up the issue you guys are having.

Trust me it is comforting talking to an operator who knows what he is saying. you need to do these things inorder to stay ahead of the game.

Hi,

Definitely. You see we have just replaced all of our customer support representatives, which belonged to topgame, so we now have a whole new team in-house. This team is working very hard to get familiarized with the games and to play and test them on a daily basis, and actually on every shift. We are aiming to provide the best support available and that's why we changed the team. I'd be very happy to get feedback from Casinomeister members and what they want to see in a customer support team, and will be opening a thread on that very topic in the upcoming days. So please come in if you have any more suggestions and I promise we will try to incorporate everything we can! We really want to be leaders in the support we give our players, and are anxious to hear your suggestions for further improvements

Cheers

Noah

[same_old]

Hi,

Definitely. You see we have just replaced all of our customer support representatives, which belonged to topgame, so we now have a whole new team in-house. This team is working very hard to get familiarized with the games and to play and test them on a daily basis, and actually on every shift. We are aiming to provide the best support available and that's why we changed the team. I'd be very happy to get feedback from Casinomeister members and what they want to see in a customer support team, and will be opening a thread on that very topic in the upcoming days. So please come in if you have any more suggestions and I promise we will try to incorporate everything we can! We really want to be leaders in the support we give our players, and are anxious to hear your suggestions for further improvements

Cheers

Noah

Awesome!!!

good to hear mate,

now this thread has been started so all of the savvy guys such as rusty,robwin,vinyl,trezz etc will come here and give there two cents on the matter. They are all a great bunch of lads with vast knowledge of the ongoings, then to top it off pm Kasino King and ask about some promotions which you would think will work for both parties. Kasino King is the bonus guru and this bloke knows his stuff about them.

It is a shame how your outfit started but hey it seems you are wanting to give it a go and who are we to stand in your way of that.

On another note it is greeat to hear the games are being pulled for testing etc so thats a plus and will make people feel a little better..

Honestly hope all goes well for you and your new team


Same_old's two cents on the matter.

[RomeCasino]

Thank you very much same_old for your advice and for your welcome

We are trying very hard to show you that we are an honest, fun and worthy casino and we will be more than happy to get casinomeister memebers' opinions so we can apply new ideas and new suggestions. I want not only to get your suggestions but to also show you that we are applying them.

We really want to be a casino that anyone playing or affiliated to it can be proud of

Kind Regards,

Noah
Rome Casino

[zebedy]

Hi,

Definitely. You see we have just replaced all of our customer support representatives, which belonged to topgame, so we now have a whole new team in-house. This team is working very hard to get familiarized with the games and to play and test them on a daily basis, and actually on every shift. We are aiming to provide the best support available and that's why we changed the team. I'd be very happy to get feedback from Casinomeister members and what they want to see in a customer support team, and will be opening a thread on that very topic in the upcoming days. So please come in if you have any more suggestions and I promise we will try to incorporate everything we can! We really want to be leaders in the support we give our players, and are anxious to hear your suggestions for further improvements

Cheers

Noah

Shouldnt games be tested vigorously for bugs before a game even makes it to the allowing players or support to play it or test it stage so this doesnt happen in the first place, every time one of these bugs gets found your reputation goes downhill, once that happens it will get even harder for people to trust you,
myself, i have decided not to even try your casino's with a deposit, why ?, because i just dont trust the software playing the way it should, i wonder how many people this way, you could be the most honest people in business, but if your product isnt up to scratch and work how it should people just wont trust it

[RomeCasino]

Hi Zebedy,

You are of course right. Our CS has just started work last Sunday, however this was a problem that is very hard to discover. That being so, I freely admit it should have been found out and for that I did and do apologize.

I understand your decision. However, if you feel like checking us out in the future you will see things are very different. We are well aware of how bad this makes us look and it all the more drives us to prove our excellence. We are doing all we can to change things and make sure this NEVER happens again. We are checking each and every game, and yes it should have been done properly before and you can rest assured the people responsible were asked some very hard questions.

Again I apologize, but we are now more motivated than ever to bring the level way up and that includes technical matters. Everything is getting tested and retested, and nothing will escape this review. I promise you that. I will personally make sure of it.

I know I cannot snap my fingers and expect you to say 'well, ok'. I can only hope to show you in the upcoming weeks and months that we are a casino dedicated to be the best.

Please don't hesitate to come to me with any issue or complaint

Kind Regards,

Noah
Rome Casino

[Nifty29]

We should all give new operators a bit of leeway, and most of us are fairly patient and try to be constructive when we post about our issues and not go around shooting off at the mouth and making accusations.

In return, I think we have the right to expect that:

1. The issues are addressed

2. The issues are resolved

3. The operator will learn from them

In the case of Rome Casino, it seems that in SOME cases the issues are ADDRESSED and in a FEW cases the issues are RESOLVED......but this operator just doesnt seem to ever LEARN.

I mean, I havent played there since they opened and I dont intend to, so from a personal point of view it doesnt really bother me if they take notice of players and fix the glaring problems in their operations, but from a COMMUNITY point of view I have a vested interest in making sure that none of my fellow members here are taken for a ride. If a prospective player comes to CM and sees thread after thread about Rome and how badly managed they are and how unreliable the software is, then it will make them think twice about depositing and, quite possibly, save them from being ripped off by playing progressive slots when they CANT win the jackpot. If senior members like us dont keep a watch on this kind of thing and make the operators accountable, then that same player might see almost NO threads about Rome and think 'Oh well they must be OK'.

Bryan gives 60 days for his 'Baptism of Fire', which means he recognises (like we all do) that teething problems will occur and that, if the operator is any good, they will have it all smoothed out well within that timeframe - the REAL litmus test for operators is how they react when things go wrong.

As far I can see, Rome Casino has had since August 2008 (when I first posted and when their launch happened) to get on top of things and have their casino up and running and all their software bugs ironed out.

Im sorry, but any operator that takes that long to get themselves sorted AND expects the players themselves to find their software bugs for them isnt somewhere I would recommend to ANYONE. I wont go into the whole issue with JHV(scooter) and his experience, but if you factor that in then why on earth would you risk your hard-earned??

On a side note, most of the reps here have been very polite etc but in the end it is a casino full of bugs with below par customer service and, evidently, has payout issues to boot.