Another Symbol Goes Missing On Top Game

[ssd]

It was just brought to our attention that yet another Top Game Video Slot is missing a symbol. The missing symbol is the pistols on reel 2 of the game Fandango. I personally couldn't tell if the symbol was missing when I played the game but the person who originally spotted the trouble with Diablo 13 has a slower computer and can spot missing symbols easy.

It has been brought to Jonathan's attention and he informed the player that the game had been pulled to fix the issue. As of July 18th at 8:41am PST the game is still online taking player's money.

Also I would like to note that after requesting a payout of $82 to QT from Rome Casino and after waiting 11 days no payout has taken place and no one from Rome has contacted me about it which alone is pretty poor customer service. I am chatting live with customer service as I type this and of course they are now saying it's because I need to send in my ID docs. That's all fine but it would have been nice to be contacted about what and where to send the docs.

Rick
CSR

 

[cynthial]

Just when things were going quiet about this place they pull another one. Who would of thunk it? Well, maybe they believe that any publicity is good publicity. So let's give them more and then some.

 

[RomeCasino]

Hi From Rome Casino representative - Regarding the game issue

Hi SSD and others,

My name is Noah and I am the CS manager over at Rome Casino Nice to meet you. I will be taking care of any issues you may have and can be PM'd at any time and on any issue, and I promise to deliver a quick and detailed response the moment I see your message. This is my very first post

I was notified of this issue and wanted to explain what happened.

First, an apology. We should have found out about this immediately and the game should not have malfunctioned the way it did, I can assure you that we take it very seriously and have already started a long process of taking out each game and running it through Quality Assurance methods to make sure that it is without fault. TST will double check on that too. We will be taking off game by game starting tomorrow, Monday the 20th, until all are thoroughly checked. Again, I'm very sorry you had to deal with this at all

Now, about the game:
The game 'Fandango' exists as a Jackpot game, a Video Slots game and a Classic Slots game. We did receive word that there was a problem with the Jackpot version, where the symbol was missing. Let me assure you that this existed for less than 36 hours. We are investigating if any players lost money following this, but it does not seem like that is the case at this point.
The game was removed as a Jackpot game only and that is why you still saw it as a Video Slots game, which didn't malfunction. However we have now taken that off as well to be on the safe side and will only bring it back on the 22nd after making sure it is completely without issues. You will notice it isn't there anymore.

Please let me know of any other issues you may have or think should be addressed, or more about this specific issue, and I will do my very best to get it done for you. Think of me as your complaint box slash handyman


Kind Regards,

Noah
Rome Casino

 

[same_old]

Hi Noah, welcome aboard mate and great to have you here.

What gets me is the customers are the ones who are picking up these mistakes which is making it a whole lot worse, do you not get your staff to do tests on the software??.

I mean im sure they dont just answer the phone and live chat, your guys would be doing daily statistics on sign ups etc wouldnt they?- so why not add testing as a task.


Seriously get them to play the games, make them undertsand each slot as this is what the business is. get them to understand the payout percentage etc and give them the layout on what should be on the reels.

This will improve the knowledge of the slots they are talking about and give correct answers when being asked about a particular slot or something and potentially pick up the issue you guys are having.

Trust me it is comforting talking to an operator who knows what he is saying. you need to do these things inorder to stay ahead of the game.

 

[RomeCasino]

Response from Rome Casino - Noah

Hi Noah, welcome aboard mate and greaty to have you hear.

What gets me is the customers are the ones who are picking up these mistakes which is making it a whole lot worse, do you not get your staff to do tests on the software??.

I mean im sure they dont just answer the phone and live chat, your guys would be doing daily statistics on sign ups etc wouldnt they?- so why not add testing as a task.


Seriously get them to play the games, make them undertsand each slot as this is what the business is. get them to understand the payout percentage etc and give them the layout on what should be on the reels.

This will improve the knowledge of the slots they are talking about and give correct answers when being asked about a particular slot or something and potentially pick up the issue you guys are having.

Trust me it is comforting talking to an operator who knows what he is saying. you need to do these things inorder to stay ahead of the game.

Hi,

Definitely. You see we have just replaced all of our customer support representatives, which belonged to topgame, so we now have a whole new team in-house. This team is working very hard to get familiarized with the games and to play and test them on a daily basis, and actually on every shift. We are aiming to provide the best support available and that's why we changed the team. I'd be very happy to get feedback from Casinomeister members and what they want to see in a customer support team, and will be opening a thread on that very topic in the upcoming days. So please come in if you have any more suggestions and I promise we will try to incorporate everything we can! We really want to be leaders in the support we give our players, and are anxious to hear your suggestions for further improvements :Read:

Cheers

Noah

 

[same_old]

Hi,

Definitely. You see we have just replaced all of our customer support representatives, which belonged to topgame, so we now have a whole new team in-house. This team is working very hard to get familiarized with the games and to play and test them on a daily basis, and actually on every shift. We are aiming to provide the best support available and that's why we changed the team. I'd be very happy to get feedback from Casinomeister members and what they want to see in a customer support team, and will be opening a thread on that very topic in the upcoming days. So please come in if you have any more suggestions and I promise we will try to incorporate everything we can! We really want to be leaders in the support we give our players, and are anxious to hear your suggestions for further improvements :Read:

Cheers

Noah

Awesome!!!

good to hear mate,

now this thread has been started so all of the savvy guys such as rusty,robwin,vinyl,trezz etc will come here and give there two cents on the matter. They are all a great bunch of lads with vast knowledge of the ongoings, then to top it off pm Kasino King and ask about some promotions which you would think will work for both parties. Kasino King is the bonus guru and this bloke knows his stuff about them.

It is a shame how your outfit started but hey it seems you are wanting to give it a go and who are we to stand in your way of that.

On another note it is greeat to hear the games are being pulled for testing etc so thats a plus and will make people feel a little better..

Honestly hope all goes well for you and your new team


Same_old's two cents on the matter.

 

[RomeCasino]

Thank you

Thank you very much same_old for your advice and for your welcome

We are trying very hard to show you that we are an honest, fun and worthy casino and we will be more than happy to get casinomeister memebers' opinions so we can apply new ideas and new suggestions. I want not only to get your suggestions but to also show you that we are applying them.

We really want to be a casino that anyone playing or affiliated to it can be proud of

Kind Regards,

Noah
Rome Casino

 

[zebedy]

Hi,

Definitely. You see we have just replaced all of our customer support representatives, which belonged to topgame, so we now have a whole new team in-house. This team is working very hard to get familiarized with the games and to play and test them on a daily basis, and actually on every shift. We are aiming to provide the best support available and that's why we changed the team. I'd be very happy to get feedback from Casinomeister members and what they want to see in a customer support team, and will be opening a thread on that very topic in the upcoming days. So please come in if you have any more suggestions and I promise we will try to incorporate everything we can! We really want to be leaders in the support we give our players, and are anxious to hear your suggestions for further improvements :Read:

Cheers

Noah

Shouldnt games be tested vigorously for bugs before a game even makes it to the allowing players or support to play it or test it stage so this doesnt happen in the first place, every time one of these bugs gets found your reputation goes downhill, once that happens it will get even harder for people to trust you,
myself, i have decided not to even try your casino's with a deposit, why ?, because i just dont trust the software playing the way it should, i wonder how many people this way, you could be the most honest people in business, but if your product isnt up to scratch and work how it should people just wont trust it

 

[RomeCasino]

From Noah - response

Hi Zebedy,

You are of course right. Our CS has just started work last Sunday, however this was a problem that is very hard to discover. That being so, I freely admit it should have been found out and for that I did and do apologize.

I understand your decision. However, if you feel like checking us out in the future you will see things are very different. We are well aware of how bad this makes us look and it all the more drives us to prove our excellence. We are doing all we can to change things and make sure this NEVER happens again. We are checking each and every game, and yes it should have been done properly before and you can rest assured the people responsible were asked some very hard questions.

Again I apologize, but we are now more motivated than ever to bring the level way up and that includes technical matters. Everything is getting tested and retested, and nothing will escape this review. I promise you that. I will personally make sure of it.

I know I cannot snap my fingers and expect you to say 'well, ok'. I can only hope to show you in the upcoming weeks and months that we are a casino dedicated to be the best.

Please don't hesitate to come to me with any issue or complaint

Kind Regards,

Noah
Rome Casino

 

[Nifty29]

We should all give new operators a bit of leeway, and most of us are fairly patient and try to be constructive when we post about our issues and not go around shooting off at the mouth and making accusations.

In return, I think we have the right to expect that:

1. The issues are addressed

2. The issues are resolved

3. The operator will learn from them

In the case of Rome Casino, it seems that in SOME cases the issues are ADDRESSED and in a FEW cases the issues are RESOLVED......but this operator just doesnt seem to ever LEARN.

I mean, I havent played there since they opened and I dont intend to, so from a personal point of view it doesnt really bother me if they take notice of players and fix the glaring problems in their operations, but from a COMMUNITY point of view I have a vested interest in making sure that none of my fellow members here are taken for a ride. If a prospective player comes to CM and sees thread after thread about Rome and how badly managed they are and how unreliable the software is, then it will make them think twice about depositing and, quite possibly, save them from being ripped off by playing progressive slots when they CANT win the jackpot. If senior members like us dont keep a watch on this kind of thing and make the operators accountable, then that same player might see almost NO threads about Rome and think 'Oh well they must be OK'.

Bryan gives 60 days for his 'Baptism of Fire', which means he recognises (like we all do) that teething problems will occur and that, if the operator is any good, they will have it all smoothed out well within that timeframe - the REAL litmus test for operators is how they react when things go wrong.

As far I can see, Rome Casino has had since August 2008 (when I first posted and when their launch happened) to get on top of things and have their casino up and running and all their software bugs ironed out.

Im sorry, but any operator that takes that long to get themselves sorted AND expects the players themselves to find their software bugs for them isnt somewhere I would recommend to ANYONE. I wont go into the whole issue with JHV(scooter) and his experience, but if you factor that in then why on earth would you risk your hard-earned??

On a side note, most of the reps here have been very polite etc but in the end it is a casino full of bugs with below par customer service and, evidently, has payout issues to boot.

 

[RomeCasino]

Response from Rome Casino - Noah

We should all give new operators a bit of leeway, and most of us are fairly patient and try to be constructive when we post about our issues and not go around shooting off at the mouth and making accusations.

In return, I think we have the right to expect that:

1. The issues are addressed

2. The issues are resolved

3. The operator will learn from them

In the case of Rome Casino, it seems that in SOME cases the issues are ADDRESSED and in a FEW cases the issues are RESOLVED......but this operator just doesnt seem to ever LEARN.

I mean, I havent played there since they opened and I dont intend to, so from a personal point of view it doesnt really bother me if they take notice of players and fix the glaring problems in their operations, but from a COMMUNITY point of view I have a vested interest in making sure that none of my fellow members here are taken for a ride. If a prospective player comes to CM and sees thread after thread about Rome and how badly managed they are and how unreliable the software is, then it will make them think twice about depositing and, quite possibly, save them from being ripped off by playing progressive slots when they CANT win the jackpot. If senior members like us dont keep a watch on this kind of thing and make the operators accountable, then that same player might see almost NO threads about Rome and think 'Oh well they must be OK'.

Bryan gives 60 days for his 'Baptism of Fire', which means he recognises (like we all do) that teething problems will occur and that, if the operator is any good, they will have it all smoothed out well within that timeframe - the REAL litmus test for operators is how they react when things go wrong.

As far I can see, Rome Casino has had since August 2008 (when I first posted and when their launch happened) to get on top of things and have their casino up and running and all their software bugs ironed out.

Im sorry, but any operator that takes that long to get themselves sorted AND expects the players themselves to find their software bugs for them isnt somewhere I would recommend to ANYONE. I wont go into the whole issue with JHV(scooter) and his experience, but if you factor that in then why on earth would you risk your hard-earned??

On a side note, most of the reps here have been very polite etc but in the end it is a casino full of bugs with below par customer service and, evidently, has payout issues to boot.

Hi Nifty,

OK. Most of what you say is completely true. We have made mistakes and took too long to correct them, its true. We DO NOT expect players to find errors for us, of course. Yes, mistakes were made and it took too long to get on the ball. All true.

HOWEVER, if you have read my previous posts you will understand that we have now changed our personnel and our support. I am here to tell and show you all that we WILL resolve all matters quickly and efficiently, I will personally make sure of it.

What do you do when you find out that things are wrong? You fix them. That's my policy.

Yes, you can of course just ignore us forever for mistakes of the past and always associate us with bad gaming, or you can let us try to make amends. We have more to prove now, meaning we will try extra hard to keep our players happy and to prove that we are a worthy place to play.

This is a different Rome Casino, and yes I am aware of the irony of that statement as we are discussing yet another problem but change takes a little time, and we have just replaced most of our personnel. If you are a little patient with us, and start off the timer now, I personally promise you that you will not regret it. We are committed to not only improve but be the best.

Perhaps its better playing with a casino eager to show how good it is, than a casino who stopped caring long ago. (I'm sure you can name a few )

Please continue to discuss this with me, I want to hear from anyone who has an opinion, even if, like Nifty here, you aren't exactly fans

Kind Regards,

Noah
Rome Casino

 

[Mavin1]

Noah re Rome and Top Game

I am personally anxious to see positive changes in this casino/software. I do enjoy some of the slots and would like to continue playing with this group. For a small player it is nice to be able to play all day on a $25 deposit, which I have done here as compared to MCG and RTG casino's which can make my deposits vanish in a blink of an eye, leaving me feeling totally unamused. So I too will be keeping an eye on your progress and hoping to see things 100% fair for all concerned.
Also do not forget the issue of the ridiculous wagering requirements to win a jackpot, this high amount per spin shows the playing community that only the rich are privileged enough to have a chance for a jackpot and the small players which probably outnumber the big players aren't deserving of a major win, or the issue of the wilds having no value whatsoever. In all top casinos, wilds are the highest paying symbol on the board for all slots, jackpot and non jackpot. So we are all waiting to see these issues addressed as well. Thank you.

 

[Rusty]

Where to start?

Welcome Noah, I guess?

This is the Second time that we know of that a Jackpot slot has had a symbol mysteriously disappear.
Once is enough for me to have a serious mistrust of the software but twice - I have no words to describe how bad that looks.

On top of that we are told it will not affect the return of the slot which if true proves that these are not slots in the true sense.
I alluded to this is in the last Topgame thread - that a prize is selected first then the result generated graphically by returning symbols to reflect the result. (Rather than 5 reel stop positions being generated and the prize calculated from the result and paytable)

This means these games have no theoretical return. Very undesirable.

I had a long private discussion with Josh about the areas in which the software might improve because very few slots players will go near software operating in this manner because it is even more open to manipulation by the operator than using virtual reels.

In other words there is a fundamental issue of how the Topgame software operates even before we can discuss if it is fair or not.

OK, you have admitted your mistakes, apologised and said you are listening and will do better.
All the correct things to say but even the worse of rogue casinos have all made these promises in the past - complete with the, "Under new management" tag line.
Despite the spin we can only judge you on past and present performance which is very poor.

The best you can hope for, I would suggest, is a long spell of no problems or complaints while in the meanwhile keeping the forum informed on how you are improving the software then perhaps people will take another look at Rome and Topgame sometime in the future.

It is to your credit that you are still here engaging the community but Rome and Topgame have a long, long way to go before trust is restored.

 

[bb28]

I for one won't be playing there or risking my money......too much unpleasant history here at CM. In order for me to put my money in a casino, I need to feel as if the casino itself and the games are trustworthy. I just ain't feeling it.

 

[vinylweatherman]

Hi SSD and others,

My name is Noah and I am the CS manager over at Rome Casino Nice to meet you. I will be taking care of any issues you may have and can be PM'd at any time and on any issue, and I promise to deliver a quick and detailed response the moment I see your message. This is my very first post

I was notified of this issue and wanted to explain what happened.

First, an apology. We should have found out about this immediately and the game should not have malfunctioned the way it did, I can assure you that we take it very seriously and have already started a long process of taking out each game and running it through Quality Assurance methods to make sure that it is without fault. TST will double check on that too. We will be taking off game by game starting tomorrow, Monday the 20th, until all are thoroughly checked. Again, I'm very sorry you had to deal with this at all

Now, about the game:
The game 'Fandango' exists as a Jackpot game, a Video Slots game and a Classic Slots game. We did receive word that there was a problem with the Jackpot version, where the symbol was missing. Let me assure you that this existed for less than 36 hours. We are investigating if any players lost money following this, but it does not seem like that is the case at this point.
The game was removed as a Jackpot game only and that is why you still saw it as a Video Slots game, which didn't malfunction. However we have now taken that off as well to be on the safe side and will only bring it back on the 22nd after making sure it is completely without issues. You will notice it isn't there anymore.

Please let me know of any other issues you may have or think should be addressed, or more about this specific issue, and I will do my very best to get it done for you. Think of me as your complaint box slash handyman


Kind Regards,

Noah
Rome Casino

This should have been the responsibility of Top Game, not individual operators.

One such problem is bad enough, but to have yet another issue of the same type only a month or two later is going to severely dent the credibilty of the software. Online casino software, particularly new brands, is regarded with suspicion by a sizeable minority of players, but issues where games are PROVEN to be "cheating", even by accident, can quickly destroy the trust players have with a particular brand.

Remember, Top Game, right from the start said they would be tweaking their games in light of player feedback. Players therefore accept that they will see updates from time to time in established games. Without this, Top Game would have suffered a more serious dent in it's credibilty.

If players saw such things in Microgaming software, where we know that old games are NEVER supposed to be "tweaked" in any way, there would be an outcry, and severe damage to the MGS brand.

 

[RomeCasino]

Response from Noah - Rome Casino

Hi all,

Can't help feeling like the ugly, pimpled guy at the ball, the one with the hump.

OK, I understand where you are coming from. I acknowledge that it is hard to ask for understanding on gaming issues, although you must admit that all software providers have suffered from issues at different times, and its partly TopGame being young that makes it look so untrustworthy to you, although that is in the face of a huge refund TopGame paid out when this first happened. And as one who is privy to this, you have no idea how seriously pissed off we all are that something like this happened again. The different thing this time is that responsibility for quality is now moved away and TopGame is going to put a lot more resources on it, including the hiring of new expert staff.

So I understand when you say you won't play with us, but I hope you'll change your minds when you see how dedicated we are to improve on all fronts.

And it may sound silly to you but at least this time the game version was immediately removed and we immediately came to the forum to give you a detailed response. I guess that pales in the face of the error that wasn't caught by us, but it shows we do care and believe me, are horrified by this.

All software providers have had some problems but it is the ambition to achieve excellence that eventually made them what they are. I'll say again - I hope to prove it.

Kind regards to you all

Noah
Rome Casino

 

[Simmo!]

This should have been the responsibility of Top Game, not individual operators.

I totally agree with that. I see this as a major flaw with Top Game, not a flaw with the operators. Of course they are the conduit for customer complaints which is fair, but if I were an operator on Top Game I'd be thinking seriously now. Once OK, that was bad, but twice....?

Not Very Serious Aside: I wonder if this is a publicity stunt for Dan Brown's new book out in September. Title - "The Lost Symbol" - and just to add to the conspiracy theory, the publishing company here in the UK is Random House

 

[Nifty29]

I totally agree with that. I see this as a major flaw with Top Game, not a flaw with the operators. Of course they are the conduit for customer complaints which is fair, but if I were an operator on Top Game I'd be thinking seriously now. Once OK, that was bad, but twice....?

Not Very Serious Aside: I wonder if this is a publicity stunt for Dan Brown's new book out in September. Title - "The Lost Symbol" - and just to add to the conspiracy theory, the publishing company here in the UK is Random House

Exactly what I recommended to the rep from Thebes Casino several months ago - get out before your brand is forever tarnished by Top Game's continual cock-ups.

I havent seen him for while, so lets hope he took the advice and is switching software.

@NOAH - how about this for a deal? When you are confident that the product you have is fully ready and up to the standard required by discerning online gamblers, contact a few of us via PM and throw some REAL money in our Rome accounts and we will each produce a full and honest appraisal of the games (and the cashout process if we get lucky) which we will post back here at CM. No spin, no BS, no excuses...just an honest summary of our experiences. If you really DO turn the corner with your customer service/cashouts ,and make Top Game get their act together, then it will generate some great PR for you. However, if its just another bugfest and nothing has really changed, it could be a disaster. Its up to you, but if you're confident that things are changing for the better then I cant think of a better way to 'reset the timer'.

If Rome DOES prove itself a professional outfit in the near future, then it means MORE choice for players which can only be a good thing, so I'd willing to give a second chance IF what Noah promises can be delivered.

 

[slotplayer]

I'm not familiar with the game but I'm wondering how a missing symbol on reel 2 affected regular payline wins? Are there wild symbols with this game?

Is there a paytable posted anywhere?

 

[RomeCasino]

Response from Rome Casino - Noah

@NOAH - how about this for a deal? When you are confident that the product you have is fully ready and up to the standard required by discerning online gamblers, contact a few of us via PM and throw some REAL money in our Rome accounts and we will each produce a full and honest appraisal of the games (and the cashout process if we get lucky) which we will post back here at CM. No spin, no BS, no excuses...just an honest summary of our experiences. If you really DO turn the corner with your customer service/cashouts ,and make Top Game get their act together, then it will generate some great PR for you. However, if its just another bugfest and nothing has really changed, it could be a disaster. Its up to you, but if you're confident that things are changing for the better then I cant think of a better way to 'reset the timer'.

If Rome DOES prove itself a professional outfit in the near future, then it means MORE choice for players which can only be a good thing, so I'd willing to give a second chance IF what Noah promises can be delivered.

DEAL. I will make sure everything goes through the QA version. I will PM you with the details, and you can PM me a list of members, no problem. And thank you for giving us a second chance to prove ourselves.

Kind Regards,

Noah
Rome Casino

 

[RomeCasino]

From Noah - response

I'm not familiar with the game but I'm wondering how a missing symbol on reel 2 affected regular payline wins? Are there wild symbols with this game?

Is there a paytable posted anywhere?

The paytable is of course in the game and there are wild symbols that replace that symbol, so the overall effect is very small. This however does not excuse the mistake, I'll freely admit.

Kind Regards,

Noah
Rome Casino

 

[Dinahnana]

DEAL. I will make sure everything goes through the QA version. I will PM you with the details, and you can PM me a list of members, no problem. And thank you for giving us a second chance to prove ourselves.

Kind Regards,

Noah
Rome Casino

Kudos Noah for promtly answering these concerns:notworthy I like that you did not try to gloss over the problem but dealt with it head on. I have not played at a Top Game casino since I read the other threads about missing symbols on other games here at casinomeister. When all the bugs are worked out I think I may give Rome Casino a try.

 

[RomeCasino]

Kudos Noah for promtly answering these concerns:notworthy I like that you did not try to gloss over the problem but dealt with it head on. I have not played at a Top Game casino since I read the other threads about missing symbols on other games here at casinomeister. When all the bugs are worked out I think I may give Rome Casino a try.

Thank you Osuelle, we really want to make this a great brand for all

Cheers

Noah

 

[me_and_ed]

I still can't help but wonder why TopGame has never really come forth and taken responsibility for this serious problem, they have left the operators to fend for themselves, it is hard enough to generate trust in this industry, speaking for myself and I am sure others I have heard so much "lip service" from unscrupulous operators, clip joints and just plain scammers that I am very cynical and untolerant when stuff like this arises. Noah I wish you the best on your uphill battle, a true shame, I like the TG software, it does need work especially the payouts but there is definite promise if the bugs get ironed out.

 

[RomeCasino]

I still can't help but wonder why TopGame has never really come forth and taken responsibility for this serious problem, they have left the operators to fend for themselves, it is hard enough to generate trust in this industry, speaking for myself and I am sure others I have heard so much "lip service" from unscrupulous operators, clip joints and just plain scammers that I am very cynical and untolerant when stuff like this arises. Noah I wish you the best on your uphill battle, a true shame, I like the TG software, it does need work especially the payouts but there is definite promise if the bugs get ironed out.

Hi me_and_ed,

The answer is simply that TopGame let us do the talking on this one, as the error was found while playing at our Casino. We decided to do the explanations, and asked TopGame to leave it to us, so there aren't too many representatives explaining the same thing.

Thank you, TG do have a lot of promise and some great ideas, as we hope to show

Cheers

Noah