Rival CSR -incompetence or sheer stupidity

[chuchu59]

After moaning about how stupid these people at Vegas Regal were and dishonest (sorry this is the word I feel I should use) in not supplying me with my game logs, I am on the receiving end of yet another . Yesterday, I played at a Rival and in one of the spins at Metal Detector, the 3 maps and 3 metal dudes appeared together. So I thought I should be getting both the free spins and the metal dude bonus. Well, the free spins were given but there was no sign of the other bonus. So I went to the cashier and checked whether the metal dude bonus was credited to my balance. It wasnt there so I contacted live chat and explained at least 3 times that althought 2 different features appeared in the same spin, only the free spins were awarded. I was only willing to end chat when the rep told me she fully understood what I was trying to say.

Now I just got a mail from this casino and Yes, you guessed it right. They told me they reviewed the hand and that the free spins were awarded so they dont see anything wrong. Then they send me another email telling me that the metal dude bonus was given. I checked the transaction number of that hand and the value was a fat $0. This bonus gives a value of 12x, 13x or 17x your bet size. Sheer stupidity or incompetence. You tell me.

[sparkles]

it sure does make you wonder what you miss, when your not paying attention, I quite often pop the game on auto, and go and do something

[spiderlegz]

Probably just a graphical glitch. Symbols are for eyecandy purposes so you didnt actually miss a win. So their backoffice program showed the "true" win.

They should fix it tough, it makes them look amateurish. And its annoying to think that you got a good win only to discover you were "visually cheated".

[winbig]

Originally Posted by spiderlegz

Probably just a graphical glitch. Symbols are for eyecandy purposes so you didnt actually miss a win. So their backoffice program showed the "true" win.

They should fix it tough, it makes them look amateurish. And its annoying to think that you got a good win only to discover you were "visually cheated".

Some 'glitch'.....sounds like a FU clause to me. If I see 3 scatters &/or bonus symbols, I expect to get those rounds....glitch or not.

[Rusty]

Originally Posted by spiderlegz

Probably just a graphical glitch. Symbols are for eyecandy purposes so you didnt actually miss a win. So their backoffice program showed the "true" win.

They should fix it tough, it makes them look amateurish. And its annoying to think that you got a good win only to discover you were "visually cheated".

I think you are misunderstanding what ChuChu is saying.

Either the game rules should stipulate that only One Bonus will be awarded when Two or more different bonus games are activated in the same spin or both bonus rounds should play out or the player should receive the value of the missing bonus round.

This double bonus activation thing is a bit of a cock up on Rivals part because the software can obviously not handle awarding 2 bonus rounds on the same spin so it simply should not be allowed to happen.
Poor design and programming.

I have had the same thing often with another Rival slot, though the name eludes me it has pink cars as one of the bonus symbols, and always only received one of the bonuses and no award for the activating the other bonus.
I never took it up with CS because as far as I can see it is pretty typical of the shoddy Rival platform which is not One of my favourites

[spiderlegz]

Originally Posted by winbig

Some 'glitch'.....sounds like a FU clause to me. If I see 3 scatters &/or bonus symbols, I expect to get those rounds....glitch or not.

Poorly designed slot, mostly the "visual engine" or whatever you may call it. So Chuchu didnt actually miss a win. Have seen similar things but the last one was 2 years ago.

Actually I think someone brought up a similar issue last year so Rival doesnt seem too bothered about it.

Edit: And I didnt misunderstand Chuchu.

[Nifty29]

How badly designed the slot should have no bearing on what the player is entitled to....if 2 bonus rounds were displayed, and there is no rule about 1 bonus round only per spin (which there isnt), then the casino should:

1. Take the game down
2. Raise the issue immediately with the IT team
3. Apologise to the player
4. Pay the player at least the min 13x bet as compensation.

Of course they wont, but for the cost of 13x the players bet and a 'sorry' they could increase their stocks in terms of player opinion - extremely cheap when you consider how hard it is to build a good rep with an online casino.

Its another example of the shoddy testing regime that Rival have with their slots. If these kind of things happened with MG or RTG slots there would be a huge outcry....but the difference is they almost never do so the proof is in the pudding.

[chuchu59]

Originally Posted by spiderlegz

Poorly designed slot, mostly the "visual engine" or whatever you may call it. So Chuchu didnt actually miss a win. Have seen similar things but the last one was 2 years ago.

Actually I think someone brought up a similar issue last year so Rival doesnt seem too bothered about it.

Edit: And I didnt misunderstand Chuchu.

Actually, I did miss a win as the metal dude bonus amount was not credited to my balance. I checked the transactions logs very carefully. In fact, they admitted this themselves. They screwed up by stating that there was a bonus round when in fact there should be two. They thought the bonus round was the metald dude one when in fact this was where you picked the number of free spins and the multiplier. The 10 subsequent spins were free and then it was back to normal. Unless the realtime logs are incorrect, I never got the bonus amount. Simple as that.

As for what happended a year or so ago, there was a slot(cant remember which off hand) where there was a feature for picking 3 or more bottles. The feature wasnt activated but the transaction logs show a bonus amount being credited. This time it's different. The bonus amount was not to be seen. I was playing only $0.15 per spin and the minimum payout is $1.80 while the max is $2.55. Peanuts but they must get their games in order. It does seem that whenever you raise an issue with them, they are unwilling to investigate and reply what they guess is true. Well, I am sorry this isnt the case and the play logs clearly shows this. So why are they still arguing?

[spiderlegz]

Originally Posted by chuchu59

Actually, I did miss a win as the metal dude bonus amount was not credited to my balance. I checked the transactions logs very carefully. In fact, they admitted this themselves. They screwed up by stating that there was a bonus round when in fact there should be two. They thought the bonus round was the metald dude one when in fact this was where you picked the number of free spins and the multiplier. The 10 subsequent spins were free and then it was back to normal. Unless the realtime logs are incorrect, I never got the bonus amount. Simple as that.

As for what happended a year or so ago, there was a slot(cant remember which off hand) where there was a feature for picking 3 or more bottles. The feature wasnt activated but the transaction logs show a bonus amount being credited. This time it's different. The bonus amount was not to be seen. I was playing only $0.15 per spin and the minimum payout is $1.80 while the max is $2.55. Peanuts but they must get their games in order. It does seem that whenever you raise an issue with them, they are unwilling to investigate and reply what they guess is true. Well, I am sorry this isnt the case and the play logs clearly shows this. So why are they still arguing?

The server did give you retrigger, it didnt mean to give you the pick bonus. So you didnt actually miss a win. Slots dont work the way that it first generates the symbols and then the win accordingly, its the other way around. So its just down to poor design.

Its annoying and shouldnt happen, especially not with a software that has been in the market for some time already. They dont seem to be interested in fixing it which is yet another proof of their incompetence.

[chuchu59]

Well, the casino has admitted that it was an error on the software's part and I was compensated for the bonus round.