How a seemingly impossible error should be handled - Kudos Paul and 32Red

[mclee321]

Hi all,

Just wanted to post to illustrate how well 32Red dealt with a problem that looked impossible to deal with.

I'd logged in, played off 17 pence to zero out my balance, and deposited 50 to get the spin the wheel bonus of the day (deposit 50 get 100).

Weirdly the deposit went into my bonus account, instead of cash account and I couldn't claim the bonus. Contacted support -


You are now chatting with Paul

Paul: Hi Matthew xxxxx, how can I help?
Me: Hi Paul,weird one here, sorry about this. I deposited 50 to claim today's deposit 50 get 100 promo. For some reason my deposit has gone into my bonus balance!
Paul: I will have a look for you
Me: Thanks Paul
Paul: the reason for this is because you still have bets in play from your last bonus
Paul: on Double joker
Paul: and wheel of wealth
Me: Double joker? What kind of game is that? I haven't played wheel of wealth for ages. I've certainly made many deposits since
Me: Nothing incomplete on wheel of wealth
Me: Come to think of it my deposit should go into my cash balance regardless
Paul: 0.75 on WOW and 2.00 on Double Joker level up poker
Me: You got the wrong guy Paul, nothing on either of them
Me: Honest to god
Paul: this is what is showing on your account it cannot be wrong
Paul: you will need to complete these
Paul: otherwise the playthrough will remain
Me: Paul, there are no incomplete games on either of those games. I just opened them. I don't think I've ever played power up video poker in my life. My last deposit was at the weekend and when I logged in tonight i ran down my balance (to zero) from 17p on alley cats before i deposited 50
Me: During my last deposit and bonus I most certainly did not play WOW or the video poker.
Paul: just trying to go through your recent game play
Me: Ok cheers Paul.
Me: I hope you'll bear with me a sec, I have to answer the phone
Paul: no probs
Me: Thanks a;; done
Me: all
Me: Typing in the dark.
Paul: yes, I cannot locate any play on those games
Paul: seems odd :-(
Me: Sure does
Paul: just bear with me and I will try to amend
Me: Take you time Paul, these things happen.
Paul: ok, I have fixed that for you, would you like me to add bonus
Me: That would be great, cheers
Paul: Today's Spin the Wheel bonus has been added, please refer to the t&c's!
Paul: thanks for your patience, sorry bout that
Me: Great thank again, Paul.This is why 32Red and Dash has their fantastic rep.
Paul: :-)
Me: Hope you have a good night.
Paul: good luck in the casino!!
Me: Night

So despite having the evidence on his system I had unfinished games, he checked my play history and found this wasn't possible.

If this happened at another group, you can rest assured there would of been a 2 week long inquiry of tedium. The whole issue was sorted within 5 minutes and I received my cash balance and bonus.

Great stuff as usual 32Red, why do we ever play elsewhere?

[Repro]

This is a very good example of how CS should ALWAYS handle these kind of situations.

Great work 32RED

[Nifty29]

Hi all,

Just wanted to post to illustrate how well 32Red dealt with a problem that looked impossible to deal with.

I'd logged in, played off 17 pence to zero out my balance, and deposited 50 to get the spin the wheel bonus of the day (deposit 50 get 100).

Weirdly the deposit went into my bonus account, instead of cash account and I couldn't claim the bonus. Contacted support -


You are now chatting with Paul

Paul: Hi Matthew xxxxx, how can I help?
Me: Hi Paul,weird one here, sorry about this. I deposited 50 to claim today's deposit 50 get 100 promo. For some reason my deposit has gone into my bonus balance!
Paul: I will have a look for you
Me: Thanks Paul
Paul: the reason for this is because you still have bets in play from your last bonus
Paul: on Double joker
Paul: and wheel of wealth
Me: Double joker? What kind of game is that? I haven't played wheel of wealth for ages. I've certainly made many deposits since
Me: Nothing incomplete on wheel of wealth
Me: Come to think of it my deposit should go into my cash balance regardless
Paul: 0.75 on WOW and 2.00 on Double Joker level up poker
Me: You got the wrong guy Paul, nothing on either of them
Me: Honest to god
Paul: this is what is showing on your account it cannot be wrong
Paul: you will need to complete these
Paul: otherwise the playthrough will remain
Me: Paul, there are no incomplete games on either of those games. I just opened them. I don't think I've ever played power up video poker in my life. My last deposit was at the weekend and when I logged in tonight i ran down my balance (to zero) from 17p on alley cats before i deposited 50
Me: During my last deposit and bonus I most certainly did not play WOW or the video poker.
Paul: just trying to go through your recent game play
Me: Ok cheers Paul.
Me: I hope you'll bear with me a sec, I have to answer the phone
Paul: no probs
Me: Thanks a;; done
Me: all
Me: Typing in the dark.
Paul: yes, I cannot locate any play on those games
Paul: seems odd :-(
Me: Sure does
Paul: just bear with me and I will try to amend
Me: Take you time Paul, these things happen.
Paul: ok, I have fixed that for you, would you like me to add bonus
Me: That would be great, cheers
Paul: Today's Spin the Wheel bonus has been added, please refer to the t&c's!
Paul: thanks for your patience, sorry bout that
Me: Great thank again, Paul.This is why 32Red and Dash has their fantastic rep.
Paul: :-)
Me: Hope you have a good night.
Paul: good luck in the casino!!
Me: Night

So despite having the evidence on his system I had unfinished games, he checked my play history and found this wasn't possible.

If this happened at another group, you can rest assured there would of been a 2 week long inquiry of tedium. The whole issue was sorted within 5 minutes and I received my cash balance and bonus.

Great stuff as usual 32Red, why do we ever play elsewhere?

Same thing happened to me last week and it was handled equally well.

Apparently MGS had been notified to fix the error but that was a week ago......a mere millisecond in MGS Land....

[LaHutti]

Great stuff as usual 32Red, why do we ever play elsewhere?

"we" don't any more

[chayton]

I had a similar experience at a casino that's NOT 32Red and I'm still waiting to find out what the heck is going on.

[Seventh777]

I made a thread regarding this issue and it seems that 32Red are the only casino that can remedy it atm . On a completely different note, if this bug is a software problem and therefore down to MG, would I be within my rights to counter-claim MGS for the £150 I lost due to another £638 worth of w/r that this bug caused whilst playing at GoWild?, as I had met the w/r on my existing deposit bonus/FS only to be greeted with 22x29 more w/r when I was about to cash out the £150, at the time I put this down to a mistake made by me, only to discover a few days later after depositing at 32Red that it was not down to me but some sort of issue with Wheel of Wealth, which is preventing me from playing at GoWild also.

[Jasminebed]

There are a number of "Wheel of Wealth" games... The three line slot with the wheel, the 25 line video slot Wheel of Wealth Special Edition, and the Multiplayer version of of Wheel of Wealth Special Edition.

The multiplayer version with its stacked wilds is one of my favourites. I suspected something was wrong a few weeks ago, and contacted CS at 32Red, but it ended up being a moot point since I ended my session a long way from meeting WR anyway.

Last week, I was pretty sure it was a problem, again, didn't affect my results in a significant manner, but I emailed support this time to ask the to look into it.

Tonight I was SURE it was an issue. I played a significant while without my bonus balance changing.

Thank you Amber, for letting me know there was already a thread about this issue here. And thank you very very much for adjusting my bonus balance, even though MG has not responded to you yet.

Thank you 32Red for giving your frontline people enough authority to make decisions and act accordingly.

But it is apparently an MG wide problem, and anyone playing this game with a bonus needs to be aware that it is not tracking properly for playthough.

Kudos to 32Red for not having to wait weeks for MG to fix the problem before fixing it for their customers

[LaHutti]

Hi all,

Just wanted to post to illustrate how well 32Red dealt with a problem that looked impossible to deal with.

I'd logged in, played off 17 pence to zero out my balance, and deposited 50 to get the spin the wheel bonus of the day (deposit 50 get 100).

Weirdly the deposit went into my bonus account, instead of cash account and I couldn't claim the bonus.

There seems to be a major problem with this. Every single deposit I make in 32 Red, 50% comes up as "bonus" and 50% as "my money", even though I make sure I 0 my account out, before making a new deposit.
It has been like this, since last week, when all of a sudden I couldn;t claim a bonus, and when I asked CS at 32 Red, I was told I had an unfinished game. I knew for a fact, that this was not right, since I have depositd, AND claimed bonuses several times, since the last time I played the game in question. (It was a "hanging" nudge on a mwp slot.)
I don't know if I trust the wr calculations very much in mg casinos at this point, and I would strongly suggest, that you check if you have any faulty "bonuses" or anything else weird, before playing, and keep an eye on playthrough, to make sure everything is done right.

[vinylweatherman]

I see MGS have now (at last) introduced a means to tell players about unfinished games on the system. It is done using the slider notifier shortly after login, and will list the unfinished games and allow you to click through to complete them. Not all MGS casinos have this (I have been testing).

The above issue seems to vindicate the view that past issues similar to this are not ALWAYS down to players not having zeroed out, or completing games, before depositing. This is the FIRST time though that MGS have admitted to a problem with the bonus tracking that produces "phantom" WR on a fresh deposit to a zero balance.

The slider (where implemented) now means that players no longer have to guess which of the 400+ games are unfinished when they see such oddities. It seems even odder that the issue can affect a player who didn't even play the faulty game.

[Jasminebed]

Last night after taking a bonus, I checked with 32Red to see if this tracking issuing had been fixed yet, and was told they believed it was. It's not yet fixed, but I contacted LiveChat, and after reviewing my playcheck, my bonus balance was adjusted appropriately.