Royal Vegas support issues

[SAunnyS72]

Hi SAunnyS72

I have spoken to Gregg and he will be contacting you with an explanation.

I can only apologise for the lack of communication you experienced and can assure you that I have dealt with the situation.

As I will be on leave until 3 January, I have assigned one of my colleagues to monitor both my PM mailbox and the forum and all issues should be dealt with.

Regards

Wim

Thank you Wim.

As for all the forum members who read my outburst (and understandably so) I have been contacted by Greg and he has actually been very nice and we are trying to resolve the Isis issue and in the meantime I can say that I AM getting the support from Royal Vegas and am hoping to play this afternoon there and see if they have what it takes to keep me

As I said earlier I am a rational man and all I want is good customer service if I am to spend good chunks of my money at a Casino.

For now I can say that things are looking good for Royal Vegas and I accept the apologies and hope to have fun! ... and if my luck turns around at Royal Vegas, I promise to post the grand payout here to clear things out

I will PM you the screenshot this afternoon when I am back home.

Thanks
Sunny

[SAunnyS72]

OK... NOW I AM GETTING PISSED!... dunno with Royal Vegas or Isis Multiplayer.

2nd TIME!!! in a week!

I am going to do the right thing and give the guys of RV another chance to fix this. Already PM'd the RV Rep here but he is on holidays. Greg is looking after this.

Watch this space for either a good outcome or a MAD outburst!

[SAunnyS72]

Ok... so as I said I am not a winer. I just want rational outcomes for everyone. So that gambling could be a mainstream passtime as in the 1600s

I have been assured and reassured by Royal Vegas about sorting this out. When I logged in to the account it was credited with some credits not sure whether this was a part of the amount in my free spins or not but I accepted it and played through it.

All said and done I want to put this to rest and thank Royal Vegas for trying their best. I am just gonna be weary of Isis Multi player ( I love all the other Microgaing games though ! )

That will be all for me.

Good luck to all

[fortunelounge]

Hi Sunny,

I would like to take this opportunity to thank you for affording the Casino the opportunity to investigate the issue you were having.

Based on the information on your account, I can see that Gregg did send you the findings of the audit, done on your account by MicroGaming and ourselves.

I can confirm that Micro Gaming did isolate an anomaly on your Multi-Player Isis slot session and have taken the necessary steps to prevent a similar situation from happening again. The amount of $790.23 (owed to you) has been credited to your account. These were the credits you saw when logging into your account earlier.

I understand that (at times) this process has been stressful and would like you to know that your patience/understanding is truly appreciated.

Your patronage will always be valued and we all wish you the best of luck.

Please let us know if there is anything else that we may be able to assist you with.

Regards
Oliver
Player Security Manager
Fortune Lounge

[Casinomeister]

Glad this worked out. Changed the name of the thread so it's more Google and "forum search" friendly.

[Nifty29]

Hi Sunny,

I would like to take this opportunity to thank you for affording the Casino the opportunity to investigate the issue you were having.

Based on the information on your account, I can see that Gregg did send you the findings of the audit, done on your account by MicroGaming and ourselves.

I can confirm that Micro Gaming did isolate an anomaly on your Multi-Player Isis slot session and have taken the necessary steps to prevent a similar situation from happening again. The amount of $790.23 (owed to you) has been credited to your account. These were the credits you saw when logging into your account earlier.

I understand that (at times) this process has been stressful and would like you to know that your patience/understanding is truly appreciated.

Your patronage will always be valued and we all wish you the best of luck.

Please let us know if there is anything else that we may be able to assist you with.

Regards
Oliver
Player Security Manager
Fortune Lounge

Thanks Oliver

So was this anomaly restricted to just one player account? Seems odd that this would be the case.

Are you investigating all play on this game by all players? It's quite possible that some may not even realise that the game had paid out incorrectly.

[SAunnyS72]

Hi Sunny,

I would like to take this opportunity to thank you for affording the Casino the opportunity to investigate the issue you were having.

Based on the information on your account, I can see that Gregg did send you the findings of the audit, done on your account by MicroGaming and ourselves.

I can confirm that Micro Gaming did isolate an anomaly on your Multi-Player Isis slot session and have taken the necessary steps to prevent a similar situation from happening again. The amount of $790.23 (owed to you) has been credited to your account. These were the credits you saw when logging into your account earlier.

I understand that (at times) this process has been stressful and would like you to know that your patience/understanding is truly appreciated.

Your patronage will always be valued and we all wish you the best of luck.

Please let us know if there is anything else that we may be able to assist you with.

Regards
Oliver
Player Security Manager
Fortune Lounge

Thank you Oliver.

I do appreciate all your help along with Greg who has been on the phone to me quite a bit.

Through this process I must say you guys (Royal Vegas) have earned my respect and trust back in your support teams.

So, you can be rest assured that I will be back there to play in my normal capacity (Which is a good thing for your casino )

Well handled. Thanks!

I will make sure I clarify the situation in any other posts I made.