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221B Baker Street Stuck Bonus Game

Discussion in 'Online Casinos' started by zellie, Jan 3, 2018.

    Jan 3, 2018
  1. zellie

    zellie Experienced Member

    Location:
    UK
    I was playing this game for the first time on Slotsmillions when I got a bonus on £2, it dropped in a retrigger (wilds count with the moonlight symbol to retrigger) on the last game but then just stuck. It would not carry on playing at all.
    I got an email from them offering me the win but it looks like I would forfeit any retrigger winnings or even find out what they would have been from what I can see in the email if I accept the offer?
    Here is the email they sent


    Hello

    I trust this email finds you well.

    You reported a stuck round on game 221b Baker Street on 26th of December. The game manufacturer has been already informed about this, but unfortunately the fix is going to take a while. Saying this we would like you to confirm, if you accept our offer to manually finish the game and in the process credit the 133.30 GBP you have won up to this point.

    If you want us to close the game manually and credit the 133.30GBP, you need to confirm it by answering to this email. Please do note that further bonus rounds will expire when the manual closing has been done.

    Also please be advised after 21 days any unfinished game will be cancelled by an automated system job after 21 days (by 16th of January 2018) .

    Looking forward your reply!


    Link to the game where it stuck here You must register/login in order to see the link.

    Advice needed as I have replied to ask if that means I would forfeit the bonus retrigger winnings, but not sure what else to do.
     
  2. Jan 3, 2018
  3. osulle

    osulle Ueber Meister CAG mm4 mm1

    Occupation:
    life
    Location:
    Northern hemisphere
    You can contact the rep here on the site to see if there is anything else that they can do. Personally I'd be a tad annoyed at that email as it kinda states take the win so far now or else you will get nothing down the line. This is a provider error and ought to be checked out thoroughly and in a timely manner and you should receive what the total amount of the bonus was going to pay. Good luck!

    Here is the link for Charlotte the Slotsmillion Rep. Start a converstaion/send her a PM
    https://www.casinomeister.com/forums/members/charlotte.44561/
     
    Last edited: Jan 3, 2018
    snorky510238, zellie and Gaz237 like this.
  4. Jan 3, 2018
  5. zellie

    zellie Experienced Member

    Location:
    UK
    I was tempted to accept the offer at first too, I have done as you suggested thanks Osulle
     
  6. Jan 3, 2018
  7. osulle

    osulle Ueber Meister CAG mm4 mm1

    Occupation:
    life
    Location:
    Northern hemisphere
    Good luck :)
     
    zellie likes this.
  8. Jan 4, 2018
  9. lockinlove

    lockinlove Staring into the sun PABaccred

    Occupation:
    I work :D
    Location:
    Canada
    No idea whats up with slotsmillion and this stuck bonus rounds. It happened to me with great blue where playtech pretended they couldnt see the outcome of my win and slotsmillion gave me $200 for 50 cent bonus round. Seems nice but also very fishy. I prob won $10,000.

    Happened to me again on great blue and twice on buffalo blitz
     
    zellie likes this.
  10. Jan 4, 2018
  11. Temprush

    Temprush Experienced Member

    Occupation:
    Concret
    Location:
    Sweden
    Happend for me at vera&John played bloodsuckers and free spins just disappeared, reported it, but didn't get to play them at all. Not sure but if i remember right it went almost a year and got an mail that said. We have investigated and found that you won 40€ or some like that, Bet not sure but between 2.5-7.5€. Suck when that happens.

    But anyway have to ask.
    These wild they will give you additional 4 free spins and slotsmillion want´s to offer you this deal without knowing the outcome of the last spins you didn't get to play? And how can they "reset" or what´s it called after 21 days even if they know that your play is stuck. Personally i wouldn't accept the offer, feels shady imo. Really hope i gets solved for you and that you win shit load of them spins.

    /Temprush
     
    zellie likes this.
  12. Jan 4, 2018
  13. Charlotte

    Charlotte Accredited Casino Representative

    Occupation:
    Head of Product
    Location:
    Barcelona
    Hello zellie and everyone,

    The thread pretty much covers everything that there is to understand about the issue: the game got stuck in a bonus round, preventing you from playing the game, finishing the round or even get any part of the winnings you had accumulated before it got stuck. The game provider confirms something went wrong and assures us the issue will be investigated and fixed "eventually".

    I can answer to your question: no, you will not be able to play the remaining spins of your round because the only way to unstuck you from the game is to resolve the round in its current state (with 133£ win) and refresh your game session.

    There is no way to know what you would have got from these remaining spins (from what I understand of Merkur's response, the results of a bonus round is not predetermined at the start like on some game providers). In my opinion, a fair way to handle this incident would be to provide you with a new bonus round of the same number of spins of same value as the ones you lost, and add to it some compensation for the inconvenience.

    Unfortunately Merkur gaming doesn't provide this kind of feature (the ability to trigger bonus rounds) and not even free spins. (Not to mention that more and more games nowadays scale bonus rounds level based on accumulated wagering which would make even more complicated to compensate you with rounds of equal value, although I am not sure Merkur games have this kind of mechanism)

    What can we do from here?
    1. We (SM and Merkur) owe you the 133£ you won, as well as some undetermined amount of "what you could have won".
    We will credit you the 133£, that is not an option and I am sorry it has been presented to you as a "Sorry, take it or leave it" kind of offer: that's how the game provider presented it to us (which seems to me like an understandable posture) and the CS agent didn't think she had a word to say on that matter - maybe she didn't and the fact that you escalated is probably a good thing.
    2. The discussion now is about the remaining "undetermined amount of money you could have won", and that will be another kind of discussion that SlotsMillion will have with Merkur gaming to get them to take responsability for their bug.
    3. As a casino, we want to keep you with us and we should probably give you a little something to apologize for the inconvenience.
    I'll talk to our CS Manager which will take from there the points 1. and 3.

    And I'll get in touch with Merkur for the point 2. The result of this is unpredictable since it will depend on how the game provider responds and how likely they are to make a move. It can be resolved in few days or it can take weeks, or might even never get to anywhere.

    In my opinion, Merkur's answer so far is much more complete and caring than the answers we usually get from game providers; they admit there is an issue on their side, which some providers keep denying even with dozens of players involved from several casinos. That might be an element of answer to your question Lockinlove, that I won't expand further as a casino rep :)

    Regards
     
    Last edited: Jan 4, 2018
  14. Jan 4, 2018
  15. zellie

    zellie Experienced Member

    Location:
    UK
    Thanks for your explanation. I would have preferred as you said a fair way to handle this incident would be to provide new bonus round of the same number of spins of same value as the ones lost, and add to it some compensation for the inconvenience. But Merkur say not possible from the sounds of it.

    I checked and found this info.
    Free Spins are triggered if you land at least 3 Big Ben icons on an active payline. This sequence will reward you with 2 to 6 free spins. Landing 4 Big Bens will get you 6 to 14 rounds and 5 Big Bens will reward the player with 10 to 20 additional rounds. During this bonus your wins are multiplied up to x5
    Also the Duel bonus comes up in free spins regularly

    That means 5 Big Bens are 10-20 additional rounds at £2 bet, all I can think is it would have been really exciting to play 10-220 bonus rounds out on this Merkur slot.

    EDIT Received an email and the £133 has now been credited to my account plus a £20 bonus 48x wagering, with 72hrs to accept it.
     
    Last edited: Jan 4, 2018
    Chipkin9 likes this.
  16. Jan 4, 2018
  17. budskap

    budskap Full Member

    Location:
    Sweden
    Wait, what does this mean? :confused:
     
    Steviedoo and Supababe like this.
  18. Jan 4, 2018
  19. goatwack

    goatwack Calendar Time for Buddy CAG

    Occupation:
    Stuntman
    Location:
    Londonia
    Shouldn't host games from any of these providers if the can't accept their responsibilities. Don't see how they can just fob off customers and get away with it willy nilly, all the while the customer has to wait days/ weeks for a resolution.

    The customer's getting an incomplete product and has no rights. Only in this industry eh :rolleyes:
     
    snorky510238 and theapple like this.
  20. Jan 4, 2018
  21. Tengil

    Tengil Senior Member

    Occupation:
    -
    Location:
    Finland
    It didn't actually retrigger as the Big Bens weren't on an active payline.
     
    paul7388, mattsgame and Chipkin9 like this.
  22. Jan 4, 2018
  23. aceking123

    aceking123 Ueber Meister CAG PABnononaccred MM

    Occupation:
    chippy
    Location:
    uk
    You know why . it states in game that a malfunction voids all wins etc etc , first ive seen with Merkur though & as rep did point out , at least they stated it was a problem , should just round it too £300 quid i think would be fair )
     
    goatwack and Chipkin9 like this.
  24. Jan 4, 2018
  25. Chipkin9

    Chipkin9 I'm not a Senior

    Occupation:
    Between Jobs
    Location:
    Tyrone, Ireland
    Or at least a double on the £133.

    The fairest way of doing it would be to find the average win per spin (so far) by dividing the £133 by spins played and multiply by the total spins.

    So for example...from 4 played spins out of 10.

    £133/4 = £33.25 x 10 = £332.5

    Of course in this case it is 8 spins total and 4 spins played, so it's a simple double up...Can't get fairer than that in my opinion.

    Edit: I haven't played the game myself, but if what Tengil said is true and only symols on an active payline trigger the bonus, then there was no retrigger and the game was in fact actually complete with £133 the total free round winnings.
     
    aceking123 likes this.
  26. Jan 4, 2018
  27. goatwack

    goatwack Calendar Time for Buddy CAG

    Occupation:
    Stuntman
    Location:
    Londonia
    You're right, I should clarify I mean providers are at fault and absolve themselves of blame, the whole 'malfunction voids pays' is far too convenient for them and seems to occur a lot these days, on fairly large bets too. No way do I believe that Merkur or anyone else takes days to audit their games, they shouldn't be fit to supply games if they're that slack and dismissive :cool:
     
    aceking123 likes this.
  28. Jan 4, 2018
  29. Charlotte

    Charlotte Accredited Casino Representative

    Occupation:
    Head of Product
    Location:
    Barcelona
    Hello,

    As a quick update, my contact at Merkur answered positively to my request of common effort into compensating the missing spins a priori. They'll take a closer look at the game round and will get back to me next week with some indications on the amount and conditions so we discuss further.

    Regards
     
    aceking123 likes this.
  30. Jan 4, 2018
  31. Charlotte

    Charlotte Accredited Casino Representative

    Occupation:
    Head of Product
    Location:
    Barcelona
    Hello,

    Without entering in much details (because slot mechanics aren't my specialty) certain slot games have what we call at SlotsMillion accumulated features.
    This term regroups any kind of bonus, perk, or reward you can get in a game through wagering, which then increases your chances of winning or the scale of the amount. Sometimes clearly displayed, sometimes not (and then the game can only be categorized empirically).

    Gemix from Play'n GO and Vikings Go Berserk from Yggdrasil, are two good examples which I believe have similar mechanics: when you enter in a bonus round the "coin value" of the spins is an average of the previous bets you made to reach this bonus round. (ie: if you make 99 spins at 0.10€ and 1 last spin at 10€ just before the bonus round, the coin value in the bonus round will be 0.19 (0.10x99 + 10x1) / 100).
    So even if the player thinks his coin value is 10€, in fact it is not correct.

    Since we don't know the game mechanics (for instance in my previous example, I don't know which X last bets are taken into account to calculate this average I took 100 for my example but I don't know the exact number) if we had to compensate a player with free rounds, it would be quite difficult because all we can do is ask the provider what "value" had the bonus round lost according to them.

    Note: I think some other games have min-max intervals in bonus rounds (ensuring that you always win more than X but never more than Y) as bonus rounds have their own variance and RTP. Although I did not mean to start a discussion on bonus rounds mechanisms - I said pretty much everything I know about it :), just wanted to comment that since the casino doesn't have the knowledge of every specific video slot, compensating theoretical rounds without the guidance of the game provider would be quite hazardous.

    Cheers
     
    incrediblestuff and budskap like this.
  32. Jan 4, 2018
  33. 09237653

    09237653 Meister Member

    Occupation:
    .
    Location:
    UK
    That sounds sketchy as hell, aren't all spins supposed to be independent?
    If you hit a £10 bonus on gemix it will be a £10 bonus even if you did a million 10p spins before hand.
    Or do you mean the accumulating 'world bonus' which you receive at the end of completing a world? This accumulates at the rate of whatever stake you are playing at the time.
     
  34. Jan 4, 2018
  35. Gaz237

    Gaz237 Senior Member MM

    Occupation:
    Retired
    Location:
    chelmsford UK
    Looks like a pay line to me 3 wilds and a Big Ben on Payline 6.

    The alarm bell goes off signalling the retrigger but then freezes. And does not show the win on Line 6 or any others.

    Cant get the rules page to open on the game. Do the wilds and scatter symbols have to be together from left to right?. As there is a ace on reel 3, on the payline, between the wilds and big Ben
     
    Last edited: Jan 4, 2018
    zellie and Supababe like this.
  36. Jan 4, 2018
  37. Gaz237

    Gaz237 Senior Member MM

    Occupation:
    Retired
    Location:
    chelmsford UK
    I think that is quite a poor response. A £20 offer on it's own would be lame, but to add 48X wagering is insulting.
     
    dunover, theapple and Supababe like this.
  38. Jan 5, 2018
  39. Supababe

    Supababe Opinions Meister! MM

    Occupation:
    Mum, wife, daughter, pet owner and Primary Teacher
    Location:
    Lancashire, UK
    Agreed that to have wagering at all is ludicrous let alone way higher than most other casino free cash wagering.
     

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