Technical problem with one RTG casino

[orion]

Sorry for my poor english, I hope you can someway understand me.

I try to make short a long story. Not easy.

About one week ago, playing one videoslot at a accredited RTG casino where I am regular, I noticed that during the free spins, the wins were not accredited on my account. The slot screen was "listing" the wins (i.e. line 4 wins xxUS$, line 7 wins xxUS$), but the money was not going to the account.

At that time I was micro-rolling, and to be honest the "loss" I had was of about 5 or maybe max 10 US$, so that I was not that upset because of the money, however I opened the chat and I informed the operator about the problem. The CO did not seem very interested with my issue, so that I saved the chat and I also sent it immediately via e-mail to the casino main email address.

I would like to underline that I never requested for a reimbursement, I was just telling them: <<hey be careful, there is a game which is working badly and is not crediting the wins, someone can get some serious damage with it>>

To be even more sure that somebody was taking care of the problem, I also immediately sent a copy of the chat / e-mail to the casino rep here on CM via PM.

About one week has passed and nobody was sending any reply to me. Not the casino, neighter the casino rep here.

Ok, I though they fixed the problem without notifying me anything. Not really a kind way to operate but... still ok.

Today I played again THAT game on THAT casino and -BANG !- once more during the free spins the wins were not accredited onto my account.

This time the loss is more relevant, and the Chat Operator once more did not attend to my complaint. In about 40 minutes chatting, he was simply trying to take time and roundaround. I had the feeling he was just trying to get the chat longer and longer in order to make the casino connection drop because of inactivity.

So that I realized that during one week, nobody was doing nothing on casino side.
We have a defective game, a player who is informing the casino about the problem, and no action.

I am very sorry to say an accredited casino should work in a different way. I am very disappointed.

Of course I have got saved on my pc the original chat one week old, the today's chat, the screenshot showing the miss of win crediting, an of course the e-mails sent to casino.
Also, there is here on my sent PM the info I sent to casino rep.

I am wondering what more a player can do when he founds a defective game.

And.... yes we have a defective game there, and in case a HighRoller plays it, then a BIG issue will arise.

Suggestions and advices are welcome.

 

[john39]

I noticed that after the bonus round completes is when it should show up in your balance but I am sure you know that, anyway just curious why you will not share the name of the game?

 

[orion]

I noticed that after the bonus round completes is when it should show up in your balance but I am sure you know that, anyway just curious why you will not share the name of the game?

the wins were not credited during the free spins, and neighter after the completing of the free spins. Simply never.

I did not write the casino's name bacuse MAYBE Maxd will ask me to PAB in order to get into this matter and in such a case I guess this is the correct way to approach it.

Furthermore, I am not here to blackmail the casino, or searching for revenges. I just want that technical problem to be fixed. Cos maybe in the meantime other players are getting screwed.

 

[john39]

the wins were not credited during the free spins, and neighter after the completing of the free spins. Simply never.

I did not write the casino's name bacuse MAYBE Maxd will ask me to PAB in order to get into this matter and in such a case I guess this is the correct way to approach it.

Furthermore, I am not here to blackmail the casino, or searching for revenges. I just want that technical problem to be fixed. Cos maybe in the meantime other players are getting screwed.

I understand, I wasn't asking about the casino just the game, however I am sure your doing it the proper way

 

[orion]

UPDATE

the casino did not reply to my informative mails (so far), but I must admit that the casino rep here on CM forum did contact me thru PM and she saw that YES I have got some screenshots demonstrating the malfunctioning of the game. Now she's got one of them, the one which is rapresenting the issue at best.

Of course the game is still active on the casino and I haven't got any will to do the guinea pig to see if the problem is still there or not (I guess YES, however).

Now, before posting here my screenshots and going into deeper details, I would like to leave to the casino rep a "reasonable" time to investigate and -evenctually- to take some actions. I am full of respect with her and I am really appreciating her efforts.

My question now is: how long should be this "reasonable" time ? (don't forget that the game is paying LESS than stated in the paytable and so other players can have serious loss in the meantime).

 

[Diane]

UPDATE

the casino did not reply to my informative mails (so far), but I must admit that the casino rep here on CM forum did contact me thru PM and she saw that YES I have got some screenshots demonstrating the malfunctioning of the game. Now she's got one of them, the one which is rapresenting the issue at best.

Of course the game is still active on the casino and I haven't got any will to do the guinea pig to see if the problem is still there or not (I guess YES, however).

Now, before posting here my screenshots and going into deeper details, I would like to leave to the casino rep a "reasonable" time to investigate and -evenctually- to take some actions. I am full of respect with her and I am really appreciating her efforts.

My question now is: how long should be this "reasonable" time ? (don't forget that the game is paying LESS than stated in the paytable and so other players can have serious loss in the meantime).

My suggestion is to give the casino rep one week to respond.

I appreciate that while working this matter out between you and the casino rep that it is prudent to refrain from naming the casino. But I would name the GAME in question that has you concerned. Since RTG is a common platform, naming a problem with a particular game would not "out' the casino prematurely. As long as it isn't a proprietary game just at that site.

For example we have documented information that there is a problem with Orc versus Elf. I posted my problem with this game and so have others.

FWIW,
Diane

 

[orion]

My suggestion is to give the casino rep one week to respond.

But I would name the GAME in question that has you concerned. Since RTG is a common platform, naming a problem with a particular game would not "out' the casino prematurely. As long as it isn't a proprietary game just at that site.


FWIW,
Diane

You are right.
The game is LuckyTiger
The issue is having place during "gong" feature.

 

[orion]

ok, some time has passed and NOBODY (neighter the casino, nor the casino Rep here on CM) was sending me any explanation or reply.

First step I am always doing, before complaining, is wondering if it is me doing any mistake or mis-understanding.

I ask to all the expert members here to help me finding out where I am missing something.

So starting from the basics, here we are the game paytable and the features' explanation.

Also, I am attaching the screen of the "error" I faced during free spins.

Old Attachment (Invalid)Old Attachment (Invalid)

 

[orion]

(sorry for double posting)

from my calculations, the win I shall have had was:

$ 2,8 on line 1
$ 28,8 on line 5
$ 18.8 on line 9
$ 38,8 on line 14
$ 2,8 on line 29
$ 2,8 on line 35
$ 18,8 on line 38
$ 1,8 on line 45
$ 0,8 on line 50
$ 1,8 on line 60
$ 1,8 on line 62
$ 1,8 on line 64
========
$ 121,6 TOTAL on 12 winning lines.

instead, the casino is crediting me 10 winning lines (see the screen top right) and a total win of $ 0,96

This slot has a fixed number of lines (the player cannot reduce them)
The missing win was not credited after the bonus round, it was simply NEVER credited.

This fact has happened to me twice, the two sessions were about one week far eachother.

Your comments would be deeply appreciated.

 

[Googobucs]

I think your math is a little off there.
The pay table is number of coins and your playing 1 penny per line. so line 5 pays $2.88 not $28.80. The total lines shown of 10 and the 96 cents does not seem to add up any way I can figure it though.

 

[aceking123]

your playing at 1p per line , but your correct the payout isnt right at all , ive has the same thing with the new spring break machine when you pick the blue girl it gives you upto 500x bet , but its line bet & still doesnt add up ,i havnt bothered chasing it up due to not playing RTG to much , but you should PAB if the casino isnt giving you full answers .

 

[orion]

as I wrote before, I start from the point I could be wrong.
Good noted about my mistakes in wins calculations - thank you.

However, there is no sense in the win calculations as done by the casino.

Remain to be discovered why the casino did not send me any reply and/or explanation so far.
We are talking about two weeks, not two hours.
Also, the game is still there and I am not that sure they fixed the problem.

 

[aceking123]

as I wrote before, I start from the point I could be wrong.
Good noted about my mistakes in wins calculations - thank you.

However, there is no sense in the win calculations as done by the casino.

Remain to be discovered why the casino did not send me any reply and/or explanation so far.
We are talking about two weeks, not two hours.
Also, the game is still there and I am not that sure they fixed the problem.

you need the log data from start of bonus round , but im going to say they dont have it , theres a glitch on rudolph slot ive had no less than five times no logs show what it does , even after fighting for answers with casino , they just send it to rtg & they reset the game , you lose the five free spins , it just will not let you pick the last remaining elf , they cannot fix it ! neither can they say what the problem is even with loads of screen shots to back it up (

 

[Googobucs]

I think you should PM the rep one more time and include the link to this thread.
https://www.casinomeister.com/forums/threads/technical-problem-with-one-rtg-casino.60999/

Just ask them to help explain the math and the payout during your session on this game and to review the logs for discrepancy's. It may be an honest miscalculation on your part, or the machine might have been messed up during your play.

If the rep does not respond in a reasonable amount of time ( it is the weekend ) then you should PAB.

 

[orion]

after over two months, and many many messages to and from JC support people, today Ashley (GV casino Supervisor) was sending me the following mail:

Thank you for your continued patronage.

Your gaming provider has informed us that there is glitch in the system which caused the error and they are currently working on it to fix.

We have credited a $20 managers (cash deposit) deposit to your account to compensate your not credited winnings.

We apologize for the error and for any inconveniences caused.


I would like to thank Ashley and Jasmeen (JC Rep here on CM). They did their very best to understand and fix the problem.
My feeling is that they were not followed at all on the RTG side.

I do hope that RTG in the meantime has fixed this issue (glitch) on that game, and consequently other players cannot face any trouble.

Case closed, on my side.