Don't believe your own eyes?

[Fleur-De-Lis]

Hi there.
Technically speaking, it is not a complaint - not yet, as few weeks has passed since I reported this to casino, and the case is neither resolved nor altogether dismissed. I am posting this here, with casino name omitted and screenshot cropped, as I would like to know if any MG players experienced the similar problem, ever.

Here is what I got few weeks ago, and the same or similar thing happened on another 3 occasions in the last month only:



What do you think? Have you ever seen anything of the kind?

[Nate]

Hi there.
Technically speaking, it is not a complaint - not yet, as few weeks has passed since I reported this to casino, and the case is neither resolved nor altogether dismissed. I am posting this here, with casino name omitted and screenshot cropped, as I would like to know if any MG players experienced the similar problem, ever.

Here is what I got few weeks ago, and the same or similar thing happened on another 3 occasions in the last month only:



What do you think? Have you ever seen anything of the kind?

Honestly... not!... As far as i can see, the wild plus 3 foxes was not recognised as a line hit? What does playcheck say?

Nate

[rockycatt]

well the casino's logo ,the top of it is visable at botom left [jus a observation ]

i hope you ge satisfaction cause it aint correct

[Fleur-De-Lis]

Hi Nate )

The casino assured me they are looking into it. I got several emails so far, but not too informative ones: basically, they were saying that I should not have seen what I was seeing They say that their audit records are "slightly different" (c) from my screenshots. Eh...nice wording but not really helpful ((

It is only today that I finally got a response that is more or less logical - i.e. that my payouts are correct as RNG determins payout before the actual reels spin, so it is "only a matter of graphical display" (c)

Not that I am very happy with this explanation, but it is at least some sort of explanation.

[Fleur-De-Lis]

well the casino's logo ,the top of it is visable at boyom right [jus a observation ]

i hope you ge satisfaction cause it aint correct

oops (( I will try to crop it out right now, then

[refre]

I'm with Nate. A screenshot of playcheck is needed.
That will show the exact number of lines and coins played (this is your first post so pardon me ).

What is strange though, is the yellow marker accross line one. As far as I know that will only show if theres a win on that line.

I'm sure we'll hear from the casino rep soon, as you didn't crop enough lol.


Freddy

[RedAndi]

Hi Nate )

The casino assured me they are looking into it. I got several emails so far, but not too informative ones: basically, they were saying that I should not have seen what I was seeing They say that their audit records are "slightly different" (c) from my screenshots. Eh...nice wording but not really helpful ((

It is only today that I finally got a response that is more or less logical - i.e. that my payouts are correct as RNG determins payout before the actual reels spin, so it is "only a matter of graphical display" (c)

Not that I am very happy with this explanation, but it is at least some sort of explanation.

Ummm..WTF.
Am I wrong in thinking if you see it, then it is real??? LOL

I would pursue this if I were you, seems logical to do so.
They are not even disputing that you did in fact see that on the reel?
I mean they are not trying to say you doctored a screen shot or anything like that? If so their explanation seems kind of crazy to me.

PS-I just saw refres post. Are you saying it is possible the number of lines bet showing on screen is not correct? That maybe OP only bet one line and for some reason it shows 9? Trying to grasp this, lol.

[Nate]

Hi Nate )

The casino assured me they are looking into it. I got several emails so far, but not too informative ones: basically, they were saying that I should not have seen what I was seeing They say that their audit records are "slightly different" (c) from my screenshots. Eh...nice wording but not really helpful ((

It is only today that I finally got a response that is more or less logical - i.e. that my payouts are correct as RNG determins payout before the actual reels spin, so it is "only a matter of graphical display" (c)

Not that I am very happy with this explanation, but it is at least some sort of explanation.

IMPO, what you see on the screen should be awarded. How can YOU prove that the hit was infact legitimate if what you are actually seeing is not true. You do not have access to the Audit trail or back end. If i were the Casino, I would rectify and HONOUR every play that did not pay...

Nate

[Fleur-De-Lis]

Ummm..WTF.
Am I wrong in thinking if you see it, then it is real??? LOL

I would pursue this if I were you, seems logical to do so.
They are not even disputing that you did in fact see that on the reel?
I mean they are not trying to say you doctored a screen shot or anything like that? If so their explanation seems kind of crazy to me.

Well, I would be suspicious if I were at their shoes, but then it is easy to check. Besides, the last time a similar thing happened (today morning) I got LiveHelp online before playing further and made a screenshot that shows my chat with LiveHelp on top of the game screenshot...

Honestly, I think same as you on this one - graphical display or not, I want what I see on my screen ))

[Fleur-De-Lis]

I'm with Nate. A screenshot of playcheck is needed.
That will show the exact number of lines and coins played (this is your first post so pardon me ).

What is strange though, is the yellow marker accross line one. As far as I know that will only show if theres a win on that line.

I'm sure we'll hear from the casino rep soon, as you didn't crop enough lol.


Freddy

Freddy, hi )
I got an audit report and the request I do not really understand (" I have attached an audit report from our software suppliers and they have asked you to check this and locate the transaction of the spin but if you are unable to do this please can you go to the "red tick" tab in the top left hand (playcheck) of the instant casino and provide us with the transaction number of the spin in question").

I edited the crop )) And sorry for misleading you a bit, it is not my first post here - I was away for over a year, and my old account is in coma Thankfully, admins offered to get this new account merged with the old one, and it should be done shortly. Used to be Fleur-de-lis )