Another Top Game screw up

[Casinomeister]

Hi,

I did not say moving to RTG was too expensive, I said we had the resources but we'd rather stay with TopGame, its a conscious choice and I remember a time not so long ago when RTG treated in quite a similar way. These many issues seem like more than they are, as they keep getting regurgitated. And I did also mention that team is no longer in our service. However I acknowledge that you want to wait until the TST certification is over, and I guess that is fair. We're not asking for recommendations, but please don't write off a whole line of casinos that are obviously trying to amend.

Cheers

Noah

Hi Noah,

I was making a general comment about the operators who chose Topgame - not all of the were applied strictly to you.

But you'd have to admit, if you're going with some untested software, you have to expect problems - serious ones at very least.

[Webzcas]

I remember a time not so long ago when RTG treated in quite a similar way.

Actually the RTG Software has always been pretty good. Unfortunately several operators who use RTG Software have been very rogue and as RTG have in the past turned a blind eye to them, it has in turn given RTG a bad name.

[RomeCasino]

Hi Noah,

I was making a general comment about the operators who chose Topgame - not all of the were applied strictly to you.

But you'd have to admit, if you're going with some untested software, you have to expect problems - serious ones at very least.

Hi,

I do admit that, however the system was simply tested, as I stated in another thread, by a technical/QA team that TopGame apparently believed were competent, and were shocked to discover they were not, and they were all dismissed. I do hope the TST review will find no more issues. We are constantly looking for any.

Kind Regards,

Noah
Rome Casino

[Rusty]

OK (deep breath),

Lets start discussing this, because even though I'm horrified at some of the mistakes, I don't think its as bad as you think.

First of all I ask that you acknowledge that we have been fixing the issues that have been raised, as is made clear by Eviecakes's post. The missing symbols have all been fixed, the games are in order. Things have been done.

So lets deal with things.

OK first a little time correction, the game dougie's delights has been removed in June, so it is not that the jackpot was removed for 3 months, the jackpot was gone (according to player, needs to be checked) at the end of May and the game was pulled mid june, so about 3 weeks (still horrible I'm just putting this in place) I believe it was pulled because of the jackpot problem but honestly I'm not sure why, it was done by a team that is no longer with us.

TopGame does NOT 'fool around' with jackpot games. Yes there were some pot smoking monkeys in the technical department a few months back and yes they made some really @#$ed up mistakes, which we are now paying for, like TopGame paid off the players who were affected by the first symbol missing problem, a large amount. The second did not affect any players, the game was removed immediately and fixed. So yes the game will be returned and the jackpot amount will be added back of course. About the 5 wilds and no win, I'm still waiting to see the screen shot so I can check everything out, the player says he has it so if he would please post it we can begin checking on that.

And Rusty I'm trying not to get insulted that you claim no answers from TopGame have been given except for those (idiotic) responses by Jonathan (gone now), what am I chopped liver? I have been in contact with them as much as possible in order to research answers for you. So they did respond through me. And thank you for the words about me, but I'm not the only genuine professional here, believe me. Unfortunately we are bogged down by technical mistakes made by a team that is no longer with us. We are cleaning after them and we are trying to deal with and answer all of these concerns. Yes I know its easy blaming people that aren't here anymore, but it isn't the first time I've said this, many people involved are gone now because of it.

Look, as Rome we could have disentangled ourselves from this software provider, easy. We could have even gone to RTG or any other software provider, we have the resources. But we stayed with TopGame for a reason and that is because they have some excellent ideas and excellent people, who got tied up with an ex-tech department that made a lot of issues, one of these is the 45/65 dollar thing which we are now changing as fast as possible and of course we don't expect you to play until we do. TopGame did not try to lie about this, they were actually the ones to tell you about this (Thebes rep). I know this all looks like machinations to you but these are mostly disorganized communications, which is why I'm trying to make them better. We're not giving up because mistakes were made by an ex-technical team, we deal with them and move on.

Regarding TST, I've explained before that it takes time to contact such an endeavor, its a complex and costly operation. If you have ever seen a process like this between companies, I'm sure you know what I'm talking about. TopGame has been in negotiation with them for quite some time, more than two months even, and they have (finally) begun their contracted work. I hope you believe me when I say this. And yes the process itself will probably take at least another month, its a comprehensive examination and we have oh so many details to go over to make sure everything meets the standard.

I'd like to say that we are trying very hard to move forward and fix things but its not easy when every time there is even a T&C problem in a casino (like what happened in planet23) that happens to be TopGame, the attack is immediately against TopGame and all the issues they've ever had are brought up over and over again. Not that I'm blaming you, I understand your viewpoint and I just wish you could come over and see how it is here. I'm not trying to bury anything but imagine yourselves in our place - we are trying to improve everything, work things with TST, deal with issues left by an incompetent technical department, we've completely changed our CS department and its manager (yours truly), we've changed our tech department and its manager, we are coming into CM all the time to deal with things head on and we are trying to fix and deal with the issues you are telling us about, all the while you are telling us we are rogue. I'm sorry but we are not, we really are just a business trying to overcome some tech issues and move forward to be an excellent brand. I hope that after TST certifies us we will be at least given a little benefit of the doubt, because we care and no one here is calm about this.

Please continue with the questions, I'm here.

Kind Regards,

Noah
Rome Casino

Trying not to get insulted by me?
Come on Noah I have been very easy on you and you will notice that it is the Topgame platform that most of my problems are with.
Funny thing though, Rome use Topgame software and you have taken it upon yourslef to represent them and answer my questions but now you want to say the forum is dragging these issues up and you feel insulted?

The issues are there not because "I claim" they have gone unanswered but because they have gone unanswered, otherwise how is it you were attempting to address them? (Thanks, but you didn't)

I may have some sympathy for your predicament, you are between a rock (Topgame) and hard place (this forum) but if I have to choose who is more worthy of protection - the Casino or the players - it will always be the players because they are essentially powerless and need to know the Casino they play at are at the very least professional.
Did I or other forum members cause all these issues or are we just reporting on them and giving our honest opinions?

It was fair comment you made about the T&C issue being an operational one and again I sympathize that these other issues get loaded onto it but again it was not the forum that refused to pay these winnings causing the issue, it was a Topgame Casino.
You can see where I am going with this?
Your change of tack is quite disheartening.

I am not telling you, you are rogue Noah, I am saying Topgame have behaved like a rogue software provider.
Unfortunately you use Topgame software, again that was not my choice but Rome Casinos.

It is pointless me listing all the things that have still not been resolved, not because I worry about regurgitating old issues that are still live but because you are under the misapprehension that they all have been resolved.
People can read the thread and judge that for themselves.

Speaking for myself;
To end this cycle of doom I will need to accept you at your word - that all the crack smoking Monkeys have been sent back to the lab and Topgame is genuinely trying to move forward.
I will have to forget about all the unanswered questions revolving around why the Jackpot game was altered while still live.
I will have to have confirmation the full Jackpot total has been returned.
I will have to stop seeing Topgame Casino complaints related to the software or any valid complaints being dismissed by snotty CS though I will try to see this as an individual operator issue.
All Topgame Casinos are independent right?
and of course I will have to see a TST certificate.

That is just my personal feeling and all that is before I even consider Topgame Casinos a place to play at.
The rest of the forum and Bryan, the one who's opinion really counts around here may have other ideas.

Nothing personal Noah, it is what it is.

[RomeCasino]

Trying not to get insulted by me?
Come on Noah I have been very easy on you and you will notice that it is the Topgame platform that most of my problems are with.
Funny thing though, Rome use Topgame software and you have taken it upon yourslef to represent them and answer my questions but now you want to say the forum is dragging these issues up and you feel insulted?

The issues are there not because "I claim" they have gone unanswered but because they have gone unanswered, otherwise how is it you were attempting to address them? (Thanks, but you didn't)

I may have some sympathy for your predicament, you are between a rock (Topgame) and hard place (this forum) but if I have to choose who is more worthy of protection - the Casino or the players - it will always be the players because they are essentially powerless and need to know the Casino they play at are at the very least professional.
Did I or other forum members cause all these issues or are we just reporting on them and giving our honest opinions?

It was fair comment you made about the T&C issue being an operational one and again I sympathize that these other issues get loaded onto it but again it was not the forum that refused to pay these winnings causing the issue, it was a Topgame Casino.
You can see where I am going with this?
Your change of tack is quite disheartening.

I am not telling you, you are rogue Noah, I am saying Topgame have behaved like a rogue software provider.
Unfortunately you use Topgame software, again that was not my choice but Rome Casinos.

It is pointless me listing all the things that have still not been resolved, not because I worry about regurgitating old issues that are still live but because you are under the misapprehension that they all have been resolved.
People can read the thread and judge that for themselves.

Speaking for myself;
To end this cycle of doom I will need to accept you at your word - that all the crack smoking Monkeys have been sent back to the lab and Topgame is genuinely trying to move forward.
I will have to forget about all the unanswered questions revolving around why the Jackpot game was altered while still live.
I will have to have confirmation the full Jackpot total has been returned.
I will have to stop seeing Topgame Casino complaints related to the software or any valid complaints being dismissed by snotty CS though I will try to see this as an individual operator issue.
All Topgame Casinos are independent right?
and of course I will have to see a TST certificate.

That is just my personal feeling and all that is before I even consider Topgame Casinos a place to play at.
The rest of the forum and Bryan, the one who's opinion really counts around here may have other ideas.

Nothing personal Noah, it is what it is.

Hey Rusty,

First off I was only kidding about the 'insulted' thing, which is why I accompanied it with a smiley face, it was a poor attempt at humor and I'm really sorry if it seemed like I was bitching, I have no problem with you going after the facts, you should.

Just so its understood, I haven't closed the issue of the missing jackpot, its just hard to find out why as it happened months ago and was done by people who no longer work for us, I promise I will find an answer in the next few days, but I didn't want to leave the thread unanswered.

I am not attacking the forum, I think this is a wonderful place for neutrality and unbiased opinions. I just do think you are quick to put yourselves and TopGame on opposite ends, when really they are trying to listen to you. The first missing symbol WAS resolved, players paid and the problem fixed. The second symbol didn't affect anyone and was fixed. Its not true that nothing has been fix or that they did not act. Yes there are still issues open and answers to be given and I'm doing my best. I still don't think TopGame are acting like a rogue software. But I understand where you are coming from. As to your list, it was beneficial and I'll use that as a guide.

Rusty's list -

"that all the crack smoking Monkeys have been sent back to the lab and Topgame is genuinely trying to move forward" - we are, which is why these issues are top priority.
I will have to forget about all the unanswered questions revolving around why the Jackpot game was altered while still live - I will get you an answer but its still not easy, I am by no means ignoring this issue.
I will have to have confirmation the full Jackpot total has been returned - I will announce the return of the game when it is restored with the full jackpot amount.
I will have to stop seeing Topgame Casino complaints related to the software or any valid complaints being dismissed by snotty CS though I will try to see this as an individual operator issue. - Thank you and as software goes, you and I both, I'm hoping that if there are any issues still left by those we got rid of, then TST will point them out, of course we are still doing our own QA at the same time.
and of course I will have to see a TST certificate. - Fair enough, as I said that should be available within a month or so.

Again Rusty I'm very sorry if you though I was really insulted, it really was just a joke. I respect you going after the facts full force, as you well should as a surveillance camera I hope to give you more answers shortly (1-2 days).

Kind Regards,

Noah

[Rusty]

And Rusty I'm trying not to get insulted that you claim no answers from TopGame have been given except for those (idiotic) responses by Jonathan (gone now), what am I chopped liver?

OK if it was joke but the context within which it was written looked serious enough and I took exception to you saying that I claim the answers were not given by Topgame.
Fact they were not and they still have not been.
Never mind we can put that little misunderstanding behind us.

I will resume the watching brief I adopted at the end of the last Topgame thread and while standing by my judgement of Topgames performance so far I will look out for positive announcements in the near future.

[Pinababy69]

OK first a little time correction, the game dougie's delights has been removed in June, so it is not that the jackpot was removed for 3 months, the jackpot was gone (according to player, needs to be checked) at the end of May and the game was pulled mid june, so about 3 weeks (still horrible I'm just putting this in place) I believe it was pulled because of the jackpot problem but honestly I'm not sure why, it was done by a team that is no longer with us.

Please continue with the questions, I'm here.

Kind Regards,

Noah
Rome Casino

Hi Noah,

I'm glad you've decided to stick around. I really do believe that someone from TopGame directly should be here answering these questions, but can't say I'm sorry to hear that Jonathan is gone. That was a PR nightmare.

In re: the jackpot. The 192K was removed in May, yet the game Dougie's Delights was not pulled until mid June (the time that TopGame admitted to problems with the game). So why was the jackpot removed BEFORE there was any knowledge of game malfunction?

As of August 7th, the jackpot is STILL missing. That is close to three months (May to August). Where is the $192,000? Can you or anyone here verify that the jackpot funds have been replaced in their entirety? And if not, why and where are they? If the game has been replaced, and is indeed functioning correctly, I can not think of one single reason that the jackpot itself should still be missing.

No one is trying to attack you or insult you Noah...but these are very serious questions. And as Rusty and Bryan have stated, the technical issues with these games can never be put to rest until a full audit has been completed and their functionality and fairness has been verified. Add this missing jackpot into the mix, and it's downright scary. Progressive funds (minus the seed money I guess) do not belong to the casino(s), nor to the software supplier.....that is player's money which has been accumulated from each and every spin of the game. It should never have been removed in the first place, unless the game itself was being removed. And it should most definitely not still be missing. So where's the money? I know I sound like a broken record, but it's a simple question really.

Thanks Noah.

EDIT: Note to self.....read ALL of Noah's replies prior to posting. I just saw that you said you haven't closed the Jackpot issue in your last post. Thanks. Given the fact that most of the people involved are gone, maybe an answer as to why the jackpot was removed in the first place won't be forthcoming...but this should not preclude you being able to tell us where that money is now? According to the player who posted on August 7th (four days ago), it has NOT been reinstated. We just want to know where it is and when the whole thing will be put back?

I will have to have confirmation the full Jackpot total has been returned - I will announce the return of the game when it is restored with the full jackpot amount.

Again, the game is back and "supposedly" functioning correctly, it is only the jackpot which is missing.

[RomeCasino]

Hi Noah,

I'm glad you've decided to stick around. I really do believe that someone from TopGame directly should be here answering these questions, but can't say I'm sorry to hear that Jonathan is gone. That was a PR nightmare.

In re: the jackpot. The 192K was removed in May, yet the game Dougie's Delights was not pulled until mid June (the time that TopGame admitted to problems with the game). So why was the jackpot removed BEFORE there was any knowledge of game malfunction?

As of August 7th, the jackpot is STILL missing. That is close to three months (May to August). Where is the $192,000? Can you or anyone here verify that the jackpot funds have been replaced in their entirety? And if not, why and where are they? If the game has been replaced, and is indeed functioning correctly, I can not think of one single reason that the jackpot itself should still be missing.

No one is trying to attack you or insult you Noah...but these are very serious questions. And as Rusty and Bryan have stated, the technical issues with these games can never be put to rest until a full audit has been completed and their functionality and fairness has been verified. Add this missing jackpot into the mix, and it's downright scary. Progressive funds (minus the seed money I guess) do not belong to the casino(s), nor to the software supplier.....that is player's money which has been accumulated from each and every spin of the game. It should never have been removed in the first place, unless the game itself was being removed. And it should most definitely not still be missing. So where's the money? I know I sound like a broken record, but it's a simple question really.

Thanks Noah.

EDIT: Note to self.....read ALL of Noah's replies prior to posting. I just saw that you said you haven't closed the Jackpot issue in your last post. Thanks. Given the fact that most of the people involved are gone, maybe an answer as to why the jackpot was removed in the first place won't be forthcoming...but this should not preclude you being able to tell us where that money is now? According to the player who posted on August 7th (four days ago), it has NOT been reinstated. We just want to know where it is and when the whole thing will be put back?



Again, the game is back and "supposedly" functioning correctly, it is only the jackpot which is missing.

Hi Pinababy69,

Thank you for your exact summary and writing to the point. Let me first assure you that I was kidding about being insulted nor do I feel attacked, you guys have a good reason to be angry but everyone has been very polite to me, and I appreciate that and understand you simply want answers.

As for the jackpot, the game was not put back since it was taken off, however I promise you now I will personally make sure the sum is returned shortly and I will announce it, if not in the game then simply added to another, you are all completely right in that regard and the money will be returned in full, I have still not discovered why it was removed in the first place but I have people making inquiries for me and I'm sure we'll find out soon.

Rusty - Thank you for understanding, again I understand what you mean but I really didn't mean anything serious by that remark, so again I'm sorry.

I hope to return with more answers and better news by week's end, hopefully in a day or 2.

Kind Regards

Noah
Rome Casino

[Pinababy69]

Hi Pinababy69,

Thank you for your exact summary and writing to the point. Let me first assure you that I was kidding about being insulted nor do I feel attacked, you guys have a good reason to be angry but everyone has been very polite to me, and I appreciate that and understand you simply want answers.

As for the jackpot, the game was not put back since it was taken off, however I promise you now I will personally make sure the sum is returned shortly and I will announce it, if not in the game then simply added to another, you are all completely right in that regard and the money will be returned in full, I have still not discovered why it was removed in the first place but I have people making inquiries for me and I'm sure we'll find out soon.

Rusty - Thank you for understanding, again I understand what you mean but I really didn't mean anything serious by that remark, so again I'm sorry.

I hope to return with more answers and better news by week's end, hopefully in a day or 2.

Kind Regards

Noah
Rome Casino

Thanks very much for that Noah.....glad you were joking in re: the insulting part.

I think maybe there's been a misunderstanding re: Dougie's Delights. It just came back to me that there are indeed two versions of this game (if I remember previous posts correctly). A JP version and a non JP version. Is that right?

If so, perhaps the poster Eviecakes is referring to the non Jackpot version when she says that the game has been put back? Going from your post, it sounds like the jackpot version of the game, has still not been placed back into play? If that is the case, then I feel a whole lot better...but will look forward to seeing the return of the game and the funds to the jackpot.

If you can find an answer as to why they pulled the jackpot before the game.....that would be awesome. I know it gets old...but thanks again Noah.

[RomeCasino]

Thanks very much for that Noah.....glad you were joking in re: the insulting part.

I think maybe there's been a misunderstanding re: Dougie's Delights. It just came back to me that there are indeed two versions of this game (if I remember previous posts correctly). A JP version and a non JP version. Is that right?

If so, perhaps the poster Eviecakes is referring to the non Jackpot version when she says that the game has been put back? Going from your post, it sounds like the jackpot version of the game, has still not been placed back into play? If that is the case, then I feel a whole lot better...but will look forward to seeing the return of the game and the funds to the jackpot.

If you can find an answer as to why they pulled the jackpot before the game.....that would be awesome. I know it gets old...but thanks again Noah.

Hi Pinababy69,

That is indeed the case, there is a video slots version but the jackpot version wasn't put back, I promise I will find the answer for the missing jackpot, and sooner rather than later. And thank YOU very much for your patience with me.

Kind Regards,

Noah
Rome Casino