Sorry but 32RED has been lacking on support for me anyways

[deepsky2]

I just got a e-mail from support saying that this issue is affecting several players in Dash account, its just not me, didnt say how long before it will be fixed just that as soon as it is they will let me know.
So any other players with same problem let us know..........

[deepsky2]

32red don't make the software so give them a break. Support cannot program changes upon request.

It works perfectly on my PC, so it was a software problem we would all be having it....most likely its something on your pc etc. Give them some time eh?

I'm also sure its more to do with not being able to play your free spins...which is fine, but don't make it about how bad you think 32red are just because you're impatient.

Thank you for contacting us,



I can confirm that this issue regarding immortal romance inside Dash casino is affecting many players currently and not just yourself. Our software providers are also aware of this and currently investigating the matter. I can confirm also that your free spins are still on your account and wont be going anywhere so as soon as this issue is resolved you will be able to use these up. Should you require any help with anything else in the meantime don’t hesitate to contact us and a member of the team will be able to assist. Apologies for this inconveniences with the software.

Kind Regards

Lewis

Player Support Representative
32Red
Second to None


And as you can see
Nifty29 it is a software issue

[Nifty29]

Thank you for contacting us,



I can confirm that this issue regarding immortal romance inside Dash casino is affecting many players currently and not just yourself. Our software providers are also aware of this and currently investigating the matter. I can confirm also that your free spins are still on your account and wont be going anywhere so as soon as this issue is resolved you will be able to use these up. Should you require any help with anything else in the meantime don’t hesitate to contact us and a member of the team will be able to assist. Apologies for this inconveniences with the software.

Kind Regards

Lewis

Player Support Representative
32Red
Second to None


And as you can see
Nifty29 it is a software issue

It is a problem with how the software reacts with certain configurations it would seem, or else everybody could be affected. The support person said it was a software issue, but its confined to certain players so the software is obviously just fine. Unless they can tell you what the issue is, which they don't seem to be able to, then they cannot be sure its a software bug at all.

Regardless, 32Red have ZERO control over the software/code so they do not deserve to be shown in a bad light by someone who doesn't understand this fact...even though I would have thought it was obvious given it is Microgaming software not Dash software.

Get shitty with MGS if it is a design/coding issue....sure....but leave 32Red out of it as they're losing money by the minute and they're keen to get it sorted ASAP I assure you.

Many of these issues turn out to be conflicts with programs running on the players pc, or failing to completely uninstall/install the casino properly, or even out of date drivers. In other words, beyond the casinos control.

As for the god of earth comment....

[vinylweatherman]

I have explained this type of error/glitch/bug many times, but you may have missed it, so I will go through the motions once again, but, before I do, I want you to try one thing, before you log into Dash open task manager, when you click on the shortcut to Dash are there several instances of casino.exe running simultaneously?. If so click on end process until there is just one.

Try this 1st, then we will try some other stuff.

This is not, I repeat not, a problem their end.

I have seen this often, and usually after I have experienced problems. It seems to be a bug when you exit a casino. Although it closes as expected on the desktop, for some reason the task does not unload as it should, and continues idling in the background, often holding on to a considerable amount of RAM. When starting another casino, it seems that sometimes this creates a conflict, and it crashes.

I have also had problems where the lobby will crash and get closed by the OS, but the game in play carries on running as though nothing has happened. The lobby tab also vanishes. When the game is closed, there is no lobby to return to, and the whole casino exits.

GNUF in particular sometimes stops responding when exiting a game, rather than returning to the lobby.

This all started when the update that allows games to run in separate windows, rather than tabs, came along. It seems that in order to support this, games now launch as a distinct task, rather than as part of the main casino task, which now appears as "casinolobby.exe", with each game having it's own instance of "casinogame.exe" running. It does not matter that players have not activated the games in separate windows feature, the new structure is still used for launching the tasks.

Such a major change often corrupts the file structure of the MGS common cache, which needs a full clean up and reinstall from scratch to cure. This gets rid of all earlier versions of any .dll and other game files, and ensures only those for the new lobby are there.

It would be worth waiting for 32Red to confirm that the bug has been fixed before doing this, as otherwise you may simply reinstall a duff file.

Doing this will cause you to download over 10Gig through your internet connection in a relatively short space of time, which is why it can be such a problem having to do this too often. This will blow most caps on budget ISP products, and can result in throttling even on "unlimited" contracts like Virgin Media.

[Seventh777]

I have seen this often, and usually after I have experienced problems. It seems to be a bug when you exit a casino. Although it closes as expected on the desktop, for some reason the task does not unload as it should, and continues idling in the background, often holding on to a considerable amount of RAM. When starting another casino, it seems that sometimes this creates a conflict, and it crashes.

I have also had problems where the lobby will crash and get closed by the OS, but the game in play carries on running as though nothing has happened. The lobby tab also vanishes. When the game is closed, there is no lobby to return to, and the whole casino exits.

GNUF in particular sometimes stops responding when exiting a game, rather than returning to the lobby.

This all started when the update that allows games to run in separate windows, rather than tabs, came along. It seems that in order to support this, games now launch as a distinct task, rather than as part of the main casino task, which now appears as "casinolobby.exe", with each game having it's own instance of "casinogame.exe" running. It does not matter that players have not activated the games in separate windows feature, the new structure is still used for launching the tasks.

Such a major change often corrupts the file structure of the MGS common cache, which needs a full clean up and reinstall from scratch to cure. This gets rid of all earlier versions of any .dll and other game files, and ensures only those for the new lobby are there.

It would be worth waiting for 32Red to confirm that the bug has been fixed before doing this, as otherwise you may simply reinstall a duff file.

Doing this will cause you to download over 10Gig through your internet connection in a relatively short space of time, which is why it can be such a problem having to do this too often. This will blow most caps on budget ISP products, and can result in throttling even on "unlimited" contracts like Virgin Media.

It points at a corrupt cache, hence me giving details of how to do a thorough registry clean, a really simple answer on how thorough you have removed the previous installation here is given as soon as the fresh installation is nearing it`s end, if you are met with `You already have an account with us`, you have not cleared it correctly, however, if you land on the new player window, requesting all details you have done it, just click on the I already have an account option and bingo, you are good to go .

Footnote:- I have yet to use a registry cleaner that removes every single casino file, manually is the only way to do this.

[mclee321]

Was there really a need to start a thread complaining about this because you were unable to play 50 free spin @ 0.30 (total worth 15 quid??).

32Red/Dash have done right by you before (and countless other thousands), as noted in the previous thread. It's your right to complain, but couldn't you of given them a bit of slack before crying on the forums again. This is not the virtual group ffs.

Technical faults happen, in the world of PC's with millions of different connections, component configs, and user profiles (no doubt bloated with countless pieces of crappy, malware ridden software).

There is no magic wand, some real human being has to troubleshoot and resolve this problem somewhere, most likely in conjunction with MSG complicating the matter. It's in the best interest for Dash/32Red to have this fixed, stop taking these things as personal insults!

As for my attitude, I'm a ICT Engineer. When a problem is reported to me by the help desk, I work solidly, regardless of time or shifts to resolve the issue. At this point we are working on the problem, we know about it, we are trying to fix it.

What we don't need is for it to be reported 10,000 more times (often by the same people again and again). If the hope for the user is to get senior management involved, it doesn't matter, they will be told the same thing - we are already working on it. If it got splashed across the Internet message boards for some bizarre reason, guess what? The same people already trying to resolve the issue, will still be trying to resolve the issue.