Slot error Casino Share / Microgaming

[PaaskeDKnowUK]

Hi there all.

Hope that it will be allright that i post about my case now, as i havent heard back from Casinomeister despite around 3 weeks ago.

Ill explain first what this is all about.

Around a month ago i was playing at Casino Share, on the new slot Fearless Fredrick.
I hit 3 scatters, which started the freespins bonus round, where i ended up winning 20 freespins.
Within in those 20 freespins, i hit 3 scatter twice again, which should had retriggered 20 x 2 (40 new or extra freespins). But it didnt, freespins just finished after the 20 freespins i firstly triggered.... so total i have lost out on 40 freespins at a value bet of 4,20$ !!! which is x 3 in freespins, which means it would be a value of 12,60$ x 40 freespins i have not got, total value is : 40x4,20$ X 3 = 504$

I can here post the error log i finally got from microgaming after weeks >>>>>

UserID ..................... 29880
Player Name ................ Henrik ------------
TransNumber ................ 5128
Date Game Finished ......... May 9 2009 1:07AM
Coins Bet per Pay Line ..... 7
Coin Size (cents) .......... 2
Number of Active Paylines .. 30
Slot Wager (credits) ....... 4.20

-------------------------------------------------------------------------------------
REEL SYMBOLS
-------------------------------------------------------------------------------------

Nine Queen Queen Logo Jack
Queen Ufos Jack Meteor Nine
Logo Ten Ufos Jack Logo

King Ten Queen Jack Car
Ufos Nine Nine Meteor Queen
Nine Meteor Ufos Queen Meteor

Meteor Jack Ufos Lady Nine
Ten Meteor Queen Ace Ufos
Jack Ten Nine Jack Jack

Ten Queen Jack King Nine
Ufos Lady Ufos Meteor FS_Logo
King Ten King Ace Ten

Jack Jack Jack Queen Ufos
Ufos Meteor Ufos Nine King
Ten Ten Ace Meteor Ten

Ace Fred Nine Meteor Ufos
Ufos King Ufos Queen King
Nine Queen King Jack Ten

*FS_Logo Ace Ace Meteor Fred
*Ten Jack Queen Queen Ace
*Ace FS_Logo FS_Logo Jack Car

Ten Jack Nine Queen Fred
Ufos Meteor Ufos Jack Ace
King Nine Queen Ufos Car

Queen Car King Ufos Ufos
Car Ten Car King Jack
Ace Nine Jack Ace Nine

King Jack Ufos Meteor Ten
Ufos Meteor Ace Queen Fred
Ten Ten Queen Jack Ace

Ten Ten Queen King Ten
Queen Nine FS_Logo Meteor Ace
Car Meteor King Queen Meteor

Ten King Lady Meteor Jack
Jack Queen King Queen Ufos
Meteor Lady Ace Jack King

King Meteor Jack Ace Jack
Ufos Ace Ufos King Nine
Ten Queen Ace Meteor FS_Logo

Lady Nine Ufos Meteor Ten
Jack Jack Queen Queen Ace
Nine Meteor Nine FS_Logo Meteor

Ace Jack Ace Nine Ten
Fred Meteor Lady Car Ace
Jack Ten King Queen Meteor

*Car Ace Nine Queen Nine
*Ace Jack Ufos FS_Logo FS_Logo
*Nine FS_Logo King Meteor Ten

Nine King Ufos Car Fred
Queen Queen Ace Queen Ace
FS_Logo Lady Jack Ten Car

King Meteor Ace Queen Nine
Nine Ten Meteor Ten Ufos
Lady Queen Queen Lady Jack

Jack FS_Logo Jack Meteor Jack
Nine Nine Ufos Queen Ufos
Ufos Jack King FS_Logo King

Ufos Car King Fred Ufos
Ten Ten Ace Jack Jack
Queen Nine Meteor King Nine

Ufos Ten King Queen Nine
Ten Ace Ufos Nine FS_Logo
Jack Fred Ace Meteor Ten

-------------------------------------------------------------------------------------
Reel Win Amount ................. 22.40 credits (1120 coins X 0.02)
Free Spin Multplier awarded: 3
Free Spins Win Amount ........... 205.80 credits (10290 coins X 0.02)
------------------------------------------------------
Total Reel Win .................. 228.20 credits (11410 coins X 0.02)


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BONUS SYMBOLS
-------------------------------------------------------------------------------------

Bonus Name ........... Fearless Frederick Bonus Game

PICK ITEM CHOSEN RESULT VALUE

1: Bonus Game 3. 20 Free Spins


-------------------------------------------------------------------------------------
GAMBLE RESULTS
-------------------------------------------------------------------------------------
No Gamble games played

-------------------------------------------------------------------------------------
WIN SUMMARY (all slot wins + all bonus wins(if any))
-------------------------------------------------------------------------------------
Total Payout ........................... 228.20 credits [11410 coins]
= (Slots Payout incl Bonus Game) + (Total Gamble Payout) - (Total Gamble Wager)
= (228.20 credits + 0.00 credits - 0.00 credits)





The 2 places with stars *** in front, shows where i hit the 3 scatters, that should had retriggered 20 freespins each time, which it didnt

Must say i am in shock right now, finally got answer again after more than 1 month of back and forward between me and Casino Share, also problems that i didnt recieve emails, i should had have. And had to contact them several times on live chat, before i finally got this gamelog from microgaming, i even contacted microgaming but have never recieved any answer from them.

But i must say Casino Share has been very friendly , their support and everything. Despite i have not been satisfied that i has taken 2-3 days to get answers trough email. But today i recieve final answer trough email, where they explained a answer from microgaming.

I have recieved 100 freespins last week from casino share for all this waiting and because of that error, i got 100 freespins on Rat Pack, with only 10 lines and 10 coins on each line = total 1$ value, which i ended up winning 43$ and then loosing them, while all this has been going on, i have also lost around 1000$ several other casinoes, as i stopped playing on microgaming because of this.

But what is going on??????? see the email here that i recieved today this cant be right, that they just push me to a side, and say to bad, the error happened, but it wont happen again.

Am i not correct or what? that im entiled to at least the total value in cash = 504$ or at least 40 freespins with same value????

see answe here >>>>>>>
************************************************** **********

Dear Henrik,

Firstly, we are glad to see that you have taken advantage of the free spins that were offered to you on Rat Pack to compensate for the technical issue that you unfortunately experienced on Fearless Frederic. We had hoped that these would have brought you luck, but it seems it wasn't the case, unfortunately.

Please note that the issue did not affect only your casino account, as MicroGaming informed us that similar issues happened with other players on other casinos supported by them.

That being said, they have confirmed that this issue has now been resolved, and assured us that a similar situation will not repeat itself.

We greatly appreciate the patience and understanding that you have shown with regards to this matter, and can safely say that if you have to look at your PlayCheck today, you should now see the exact same result that were given to you on the audit report for the "problematic" transaction.

We would like to wish you a safe and fun filled week ahead!

Warmest regards
Dirky

Customer Support
PlayShare Group

United States: 1-888-214-1951
Canada: 1-888-214-1951
United Kingdom: 0800-051-6701
France: 0800-911-326
Germany: 0800-1818-174
Switzerland: 0800-564-175
Belgium: 0800-72-575

************************************************** *******



Must say i am very shocked right now, as i was expecting to recieve the ammount from all this, and then i just get put off by this answer from microgaming.

Please help me casinomeister or someone, as i feel i have lost out on this, fighting for more than a month.

And must say that im frustrated and fed up about all this, as i had hoped to withdraw money from this and use on my holiday this week

Thank you

Hoep to hear comments from You all, i love this place, been here for years, but only recently registered a new profile again, as i lost old one

Henrik

[KasinoKing]

Well I agree you should have been compensated with $504 worth of spins on Fearless Frederick, but since you accepted & used the $100 worth of spins they offered you on a different slot I think you could be on 'Dodgy Ground'.
It depends on how they worded the $100 free offer I guess.

It seems you have already gone through all the correct channels, so your final option if you're still not satisfied is Pitch-A-Bitch.
The casino is accredited, so they will be obliged to give Max a full explanation of their position.

KK

[PaaskeDKnowUK]

Hi there CasinoKing, happy to hear from You, thank you for posting comment so quick
No i can asure You that i did not accept the 100 freespins as compensation

look here are the email from where they gave me 100 freespins, they also gave me 20 freespins 3 weeks ago i missed as they ran out of the time limit lol.

But top email underneath here is the answer i got, when i returned the error text file , where i had to point out were the erros had occured. So those 100 freespins was only a gift, but the email i got today, they suddenly just put it out as THAT was the compensation??????????? what the h....

Looks like microgaming is trying to bail out of this one........guess none of the other players has put up a fight like me, but i am not gonna put this one down !!! REst asure about that microgaming

************************************************** *****

Dear Henrik,

Thank you for contacting CasinoShare Support.

Kindly note that we have credited your account with 100 free spins on game Rat Pack. We hope you enjoy them.

We would like to wish you a safe and fun filled week ahead!

Warmest regards
Vera

Customer Support
PlayShare Group

United States: 1-888-214-1951
Canada: 1-888-214-1951
United Kingdom: 0800-051-6701
France: 0800-911-326
Germany: 0800-1818-174
Switzerland: 0800-564-175
Belgium: 0800-72-575

Other Countries: +1-888-214-1951
(international call rates apply)


--------------------------------------------------------------------------------
From: Henrik >
Sent: Mon, 01 Jun 2009 02:17:35 +0200
To: Support CasinoShare <support@casinoshare.eu>
Subject: Re: [2CA-11B account

Hi there Thank you very much for finally contacting me and also attaching the text file i have been waiting for And must say i am very happy, as the text file clearly shows i am right in my case i found the 2 spins where the free spin scatter logos are, and hope you can get microgaming to look at this again, as yes they are right that i have got correct winnings, BUT did not get 2 x 20 freespins total 40 freespins more as i should had by 3 scatters twice in the 20 freespins I have also added a screen shot from gameplay which also clearly shows that i won 2 times in the 20 freespins a price of 63,00$ which states that i hit 3 scatters which should had given me 20 freespins more each time they hit. Hope you can confirm when you have forwarded this to Microgaming, and i am hoping this will be sorted soon , as it should now be easy for microgaming to the errors that happened Thank You Henrik

[PaaskeDKnowUK]

Oh and by the way, i allready posted everything in Pitch-a-bitch, also all my around 10 emails forward and back, between me and Casino Share, and also large explanation about this, also sent private message to Casinomeister....but have not heard back from Casinomeister reg. this.
And finally the resposible person from Casino Share - "playgroup-
But the contact person, has not contacted me at all, despite i sent him a kind message and also email

[kmay87]

Oh and by the way, i allready posted everything in Pitch-a-bitch, also all my around 10 emails forward and back, between me and Casino Share, and also large explanation about this, also sent private message to Casinomeister....but have not heard back from Casinomeister reg. this.
And finally the resposible person from Casino Share - "playgroup-
But the contact person, has not contacted me at all, despite i sent him a kind message and also email

In that case I would suggest you delete your post or I doubt Max is going to pursue this for you.

[vinylweatherman]

Oh and by the way, i allready posted everything in Pitch-a-bitch, also all my around 10 emails forward and back, between me and Casino Share, and also large explanation about this, also sent private message to Casinomeister....but have not heard back from Casinomeister reg. this.And finally the resposible person from Casino Share - "playgroup-
But the contact person, has not contacted me at all, despite i sent him a kind message and also email

Casinomeister is on holiday - so do not think this means you have been ignored.

Max deals with PAB, but can only proceed as fast as the person at the other end (the casino bod dealing with it).

MGS - well, they are REALLY in the sh1t.

It's about time players realised that there are a HELL OF A LOT of errors with the software, but until recently, the MGS company line has been "deny everything", so others were blamed, such as "your PC has a virus".

Now, THIS error cost YOU some free spins which you should have got, but didn't. YOUR compensation was WELL UNDER the value of what you should have had, but MGS and the casino think this OK.

Contrast this with 2006, and an even bigger MGS cock-up. This one, however, went the other way In this case, the casinos decided to VOID WINNINGS, i.e, award themselves FULL VALUE compensation for what happened. Unfortunately, in the end they were forced to reverse this decision, and ended up paying the price for MGS's lax implementation of a lobby upgrade. This may be why they feel they can offer LESS than full value compensation in this case.

Since then, MGS have been a little more responsive to operators, indeed, with the latest fiasco surrounding THIS months new games, hot on the heels of the Fearless Frederic Fiasco, they have been quick to accept responsibility for the problems players faced when casinos updated earlier this month.
The last time they cocked up a lobby upgrade, it took MONTHS before they would admit to coding errors in the updating routines creating a corrupt set of "state of casino" files.

Now, we have to ask ourselves, "Can we still have confidence that the rest of the games play as intended, and operate according to the rules?".

Well, no. There are TWO errors in the CASINOS favour still remaining.

1) Autohold in Double Double Bonus Poker 4-UP. Will hold 3 to a flush when presented with 2 to a ROYAL flush and low card of same suit. HOWEVER, will NOT hold 3 to a flush WITHOUT 2 high cards (thus proving it is attempting to get RF from holding an invalid flush card, and 2 valid ones, for RF).

2) Classic Blackjack - doesn't follow the rules, which says "double down on any", but you can't, only on 9,10,11.

[Rusty]

It is clear that this was an error caused by faulty software provided by MG and you are owed compensation.
I am quite surprised they are dragging their feet on this.

I will wait and see if there are any extra details and how the PAB is progressing.
I understand your impatience but you need to let Max do his thing and hopefully MGS will see sense and all will be well.

[PaaskeDKnowUK]

Thank You all, for backing me up here

I just want to make something clear! , which is that i have never been saying i am impatience or i mean i have never complained that i have not recieved any answers from Casinomeister (Max).

I fully understand how busy they are, and how many things and prob. 1000's of email etc. they have constant, and i have the fully respect for their hard good work here I just wanted to put this in place

Thank you very much again

Its Microgaming that is p..... me off......

[PaaskeDKnowUK]

Now, THIS error cost YOU some free spins which you should have got, but didn't. YOUR compensation was WELL UNDER the value of what you should have had, but MGS and the casino think this OK.

The freespins i got was not at all compensations or anything from either Casino Share or Microgaming. It was just a gift for all the waiting, and also because they had error at Casino Share so i didnt recieve any emails for weeks
Can only say the support at Casino Share has been brilliant just to put this in place

Sorry about the angry smiley in my topic hehe, it was not attended to You put can remove it again argh hehe.

[vinylweatherman]

The freespins i got was not at all compensations or anything from either Casino Share or Microgaming. It was just a gift for all the waiting, and also because they had error at Casino Share so i didnt recieve any emails for weeks
Can only say the support at Casino Share has been brilliant just to put this in place

Sorry about the angry smiley in my topic hehe, it was not attended to You put can remove it again argh hehe.

If you are waiting for a response from MGS - don't hold your breath

You might get somewhere with the casino, but this lies outside the usual PAB territory, since the issue is with MGS, not a particular casino.