Issue #147
weekly
Dear Reader,
It's a nice concise one this week. A day late but not a dollar short; I delayed this week's newsletter mainly because I have just installed a router in my studio allowing all of my computers to share one Internet connection. And I set up a wireless connection for my laptop which will allow me to peruse your elloquent and entertaining emails while enjoying the pleasantries of my garden. What a life!
But one of the main reasons that this has been delayed by a day, is to bring some news to you who choose to patronize RTG casinos. I wrote to RTG's CEO last week concerning the serious lack of control this software provider has over its licencees. A copy of this letter was posted in our forum and is included in this newsletter. He has responded, and I have made a decision on what course of action Casinomeister should take. So, read on...
Obviously yours,
Bryan
In this issue:
1. What's New at Casinomeister
2. Casinos You Ought to Join
3. This week's humor
4. Forum Highlights
5. THE PROBLEM WITH REAL TIME GAMING And my decision on how I will be handling this
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Offshoreaction.com (Unified Gaming) is another casino chosing to take the route of silence. There is a player who has been waiting since the beginning of February for a cashin of $475. He has been given a number of reasons, and it's beginning to look like a stall tactic. More on this by early next week.
A couple of weeks ago, I gave kudos to Planetrock Casino (Futurebet) for finally paying one of their players (as if they need to be congratulated for paying their players). Well the check for $852.75 bounced. Again, more on this early next week.
In other words, keep your eyes on the rogue section.
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2. Casinos you ought to join!
New Microgaming Viper software is available at Grand Hotel
You've got to sign up at Vegas USA
3. This week's humor
Two drunks are walking along. One drunk says to the other, "What a beautiful night, look at the moon."
The other drunk stops and looks at his drunk friend. "You're wrong, that's not the moon, that's the sun."
They began to argue when they come upon another drunk. They asked, "Sir, could you please help settle our argument? Tell us what that thing is up in the sky that's shining. Is it the moon or the sun?"
The third drunk looked at the sky and said, "Sorry, I don't live around here."
********
Two men were sitting at a bar recounting their dreams.
"I dreamed I was on vacation," one man said fondly. "It was just me and my fishing rod and this big beautiful lake. What a dream."
"I had a great dream too," said the other. "I dreamed I was in bed with two beautiful women and having the time of my life."
His companion looked over and exhorted, "You dreamed you had two women, and you didn't call me?"
"Oh, I did," said the other, "but when I called, your wife said you'd gone fishing."
ha ha ha
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THE PROBLEM WITH REAL TIME GAMING
And my decision on how I will be handling this
As you may remember, last week I enlightened many of you about how Angelciti decided not to pay a player $28,000 in winnings because they felt the odds were against her on winning three Royal Flushes within 7,591 hands. RTG was supposidly looking into this last November, but since then they haven't followed up on it. With this in mind, including the neverending rash of complaints that concern RTG powered casinos, I was compelled to contact the CEO Michael Staw to see what the hell was going on. Here is my letter:
It's been a while since we last exchanged any emails, and perhaps we should have been more communicative over the past several months. As you are probably well aware, players come to me when they are having difficulties with online casinos. Since our meeting last October in Vegas, I have been anticipating the changes that I was hoping to see concerning the behavior and attitude of your licensees, and I have been anticipating the commitment to player interests that were reflected in our discussions. I have not seen these changes, and it seems it's getting worse, a lot worse.
To refresh your memory, you mentioned a number of things pertaining to the conduct of your licensees and what role RTG was presumably going to take. Specifically to handle disputes via a dedicated service page. This page has become a running joke amongst frustrated players since they rarely receive a response from anyone in "disputes". So in other words, this isn't happening. You also mentioned that all Danish players were paid their deposits back from the Vegas Strip casinos. I still have record of some that have still not been paid. And you also discussed how your licensees would be more sensitive to player issues. I was very pleased with our meeting, but looking back I feel I was lied to.
Since then, I have been receiving more than an acceptable amount of complaints that concern RTG casinos. Other software providers have had their share of problems with licensees who screw up, but they (the rogue licensees) are straightened up right away. If I have a problem with a Microgaming, Boss Media, or Playtech casino, these issues are dealt with in a swift and professional manner (in most cases). When I receive a complaint concerning an RTG casino (which is sometimes as many as three per day), I have either referred them to your disputes page, or have handled it myself. In many cases, the responses from RTG casinos have the arrogant language of "case closed - we will not respond", or from some CS rep struggling with pidgin English.
I hope you don't live in a vacuum and aren't privy to a number of issues that I've had with RTG casinos in the past. Besides Vegas Strip, some of the cases concern the Virtual Casino Group (who were awarded worst casino group of 2002 at Casinomeister), the actions of Windows Casino's licensees (Egaming Commission, OCMA, etc.) Safebet, and now the Angelciti Group. I could go on, but that's not the intention of this email. These are all documented at Casinomeister.
My intention is to bring your attention to the actions of Angelciti's George Gutierres. If you recall, there was a player who had won approximately $28,000 at Welcome to Our Casino via three Royal Flushes. She was told to "go play your tricks at someone else's casino. Your account with us is permanently closed." Yet she received a message from RTG via Mike Craig at the OPA that "The underlying issue is that WTOC was relatively new when the player hit 3 royal flushes in a short period of time. They were concerned that there may have been a bug in the software that allowed the player to manipulate the results. However, I am relatively sure that this is not the case." This was in November.
She contacted me a couple of weeks ago, stating that she hadn't heard of anything since then. I wrote George when I received it, yet it wasn't until last night that I received the message "She purportedly received 3 Royal Flushes over the course of 7,591 games of Double Jackpot Poker and Double Bonus Poker. It strains the odds and belief that a person could get that many Royal Flushes in such a short period of time. She was paid out $4,000 on a $50 deposit during the term of her play. Upon the occurrence of the 3rd Royal Flush we closed her account due to suspicions of foul play."
So in other words, George still feels that either your software is buggy, or that she manipulated the play somehow. Regardless, he is making this decision on a hunch and not by any certain facts. As you would probably agree, this doesn't cut it in this industry.
I've placed the entire Angelciti Group in Casinomeister's rogue section http://www.casinomeister.com/rogue/angelciti.htmland you should read what I have to say.
I am also considering asking all of my members and visitors to boycott all RTG powered casinos until a considerable change is undertaken. This would be unfortunate, since I only have recently taken Crown Vegas Casino as a sponsor at Casinomeister. But as everyone knows, I am not motivated by money; I am motivated by what I feel is right.
I will also be in Toronto in May if you feel you want to discus any of these issues in depth.
Best Regards,
Bryan
He also went on stating that they do not control their licensees and that it is difficult and time consuming to affect change. He felt that the number of casinos that receive significant complaints has decreased showing that this is a sign of management groups properly handling their business. RTG is also attempting to work with the others to improve their procedures.
He admitted that their dispute resolution process could be more efficient and they are trying to improve it. And he assured he that the spirit of our original conversation still holds true. He is also willing to meet with me in Toronto to discuss their progress, and to solicit more feedback from me.
But a complete summarization could have been the following: not much has happened since our meeting in October 2002. So this is my response:
- I will discourage players from patronizing any RTG powered casino. This is based mainly on the fact that if players run into problems, there is no recourse of action. Players should be fully aware that it is not worth the risk of playing at one of these casinos.
- I will refuse to handle or negotiate any more casino complaints concerning RTG powered casinos. It has been a waste of my time to arbitrate player disputes concerning these operations. RTG needs to carry the burdon of their dubious operators, not me.
-
I will be proactive in discouraging the promotion of RTG casinos. Namely the groups listed in my rogue section:
Virtual Group
Angelciti Group
Vegas Strip Group
Windows Casino
Any Safebet Casinos
Any Egamingcommission Casinos
- I will also provide consistant coverage of these activities via my contacts throughout the industry and press.
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