I found this post from Betfred
Hi all,
The investigation into the complaint raised here in regard to the Reel Deal game has started yielding results, and as promised before they will be disclosed in this thread. The below is confirmed by Finsoft – the supplier through which Betfred receive Realistic Games products.
Analysis has revealed that Reel Deal was indeed returning at 96%, despite being advertised at 100%. Finsoft’s review revealed that this was the result of an administrative error on the game’s deployment to Betfred, where the wrong help file was attached to the game.
While mistakes do happen, Betfred realise this is not acceptable. Neither Finsoft or Betfred would purposely mislead players, and will therefore actively compensate players on losses derived from the game over the last 6 months. The amounts should be in accounts by next Tuesday. Claims beyond 6 months will be accepted and honoured, too, but must be submitted individually.
The remaining items brought up in this thread are still under investigation by our suppliers; they are:
1. The suggestion that the game in question’s RTP is adaptive
2. The suggestion that the game performs differently in fun and real modes
It’s been suggested here that the parties involved have blocked Eliot’s investigation. This is simply not true. However, it is possible that some people contacted directly were away over the Holiday period or were not in a position to comment on confidential information to none permitted individuals. Let me assure you that all concerned take this matter very seriously, and I hope this was conveyed in the game being removed and in the compensation now offered.
If you have a claim for losses on Reel Deal then please email support@betfredgames.com and we’ll process the amounts in cash and in full to your Betfred accounts ASAP.
Kind regards,
Aaron
I have received the PM from Bryan and will sign the petition but despite the fact the GRA have said operators dont need to compensate players, can Aaron confirm that after acknowledging the whole episode was not acceptable that they will now compensate players?
Hi all,
The investigation into the complaint raised here in regard to the Reel Deal game has started yielding results, and as promised before they will be disclosed in this thread. The below is confirmed by Finsoft – the supplier through which Betfred receive Realistic Games products.
Analysis has revealed that Reel Deal was indeed returning at 96%, despite being advertised at 100%. Finsoft’s review revealed that this was the result of an administrative error on the game’s deployment to Betfred, where the wrong help file was attached to the game.
While mistakes do happen, Betfred realise this is not acceptable. Neither Finsoft or Betfred would purposely mislead players, and will therefore actively compensate players on losses derived from the game over the last 6 months. The amounts should be in accounts by next Tuesday. Claims beyond 6 months will be accepted and honoured, too, but must be submitted individually.
The remaining items brought up in this thread are still under investigation by our suppliers; they are:
1. The suggestion that the game in question’s RTP is adaptive
2. The suggestion that the game performs differently in fun and real modes
It’s been suggested here that the parties involved have blocked Eliot’s investigation. This is simply not true. However, it is possible that some people contacted directly were away over the Holiday period or were not in a position to comment on confidential information to none permitted individuals. Let me assure you that all concerned take this matter very seriously, and I hope this was conveyed in the game being removed and in the compensation now offered.
If you have a claim for losses on Reel Deal then please email support@betfredgames.com and we’ll process the amounts in cash and in full to your Betfred accounts ASAP.
Kind regards,
Aaron
I have received the PM from Bryan and will sign the petition but despite the fact the GRA have said operators dont need to compensate players, can Aaron confirm that after acknowledging the whole episode was not acceptable that they will now compensate players?
