Another Symbol Goes Missing On Top Game

[slotplayer]

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

the only reason I ask is although the symbol disappeared, it is possible it paid the line win anyway and was only a cosmetic bug.

but in any event, good for you for facing the music.

 

[RomeCasino]

From Noah - response

the only reason I ask is although the symbol disappeared, it is possible it paid the line win anyway and was only a cosmetic bug.

but in any event, good for you for facing the music.

Its very likely that is the case, however I won't say it is so until I am completely sure, we are running tests now to determine it.

And thank you

Cheers

Noah

 

[Simmo!]

Just a quick note - I meant to change the title of the thread last night when I posted to reflect accurate responsibilities and forgot...have done now

 

[RomeCasino]

Thanks

Thanks Simmo Much appreciated.

Cheers

Noah

 

[jetset]

Earlier posts by Nifty, Rusty and Simmo in this thread pretty much sum up my own opinion on this latest missing symbol, which clearly reflects very badly and more on the software developer than the operator (assuming they are seperate entities in the case of Rome Casino as we have been assured in the past)

But I can't help but think on the probably substantial numbers of newbie players, or those that have not graduated to the benefit of message boards like this, who have probably been putting their money down with no idea that something like this is going on....or ever will.

On the credit side for Rome Casino is the effort here to reassure everyone - and I'm assuming that that is a genuine initiative and not just a case of telling us what we want to hear.

In particularly, I am heartened by an initiative which (if true) shows Top Game and/or its licensee in this case carrying out the following promise from one of Noah's earlier posts here:

QUOTE:

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.

UNQUOTE

My own conclusion is that Top Game has done Rome Casino and its other licensees a great disservice here....twice that we know about.

That is not helpful to any of their reputations.

 

[RomeCasino]

From Noah - response

Earlier posts by Nifty, Rusty and Simmo in this thread pretty much sum up my own opinion on this latest missing symbol, which clearly reflects very badly and more on the software developer than the operator (assuming they are seperate entities in the case of Rome Casino as we have been assured in the past)

But I can't help but think on the probably substantial numbers of newbie players, or those that have not graduated to the benefit of message boards like this, who have probably been putting their money down with no idea that something like this is going on....or ever will.

On the credit side for Rome Casino is the effort here to reassure everyone - and I'm assuming that that is a genuine initiative and not just a case of telling us what we want to hear.

In particularly, I am heartened by an initiative which (if true) shows Top Game and/or its licensee in this case carrying out the following promise from one of Noah's earlier posts here:

QUOTE:

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.

UNQUOTE

My own conclusion is that Top Game has done Rome Casino and its other licensees a great disservice here....twice that we know about.

That is not helpful to any of their reputations.

Hi Jetset,

Thank you for coming in and commenting. I know that it may sound like I'm trying to tell you all what you want to hear. But I promise you, we really are making huge changes, I don't want to go into details that may affect people but some large personnel changes have been made. New resources are directed at external QA. We are committed to being an honest and reliable casino, and I hope that in a short time from now you will see it too. We are organizing things so more is done in-house.

As for the newbie players not part of this forum, the game error lasted for less than a day and a half, and the problem occurred only on the jackpot version, and also wild symbols replaced the missing one. We are still unsure if the missing symbol actually affected payouts, as it seems more a graphic problem, however I still don't know for sure and we WILL repay players who may have lost bets on this game in that period of time, same as we did the first time, which was a much bigger deal.

TopGame may have had this issue, but they are working very hard to make sure that their software is beyond reproach, and we at Rome Casino are putting in our own resources and testing to make sure that this comes to fruition. We hope to achieve excellence together, and hope you'll be there to see it If you'd like to be a part of the casinomeister testing group, which we will invite in the upcoming weeks to come and try our casino, please PM me

Kind Regards,

Noah
Rome Casino

 

[AussieDave]

Hi all (Noah),

I played at Rome a couple of times & like the slot concepts. Being an avid slot maniac finding new slots to play is a personal quest.

Apart from the obvious (this thread) I found the software updates were buggy.

On two separate occasions I had to uninstall the software and download the newer version because the update server was sending down a corrupt file(s) which screwed up my version rendering it unusable.

Things like this shouldn't happen and indicates to me that TopGame were not exercising their Q&A protocols.

Reiterating other member comments, it shouldn't fall on players shoulders to report bugs. TopGame are the software providers. This is their job and their responsibility. By not taking on this job it demonstrates to me that TopGame are not concerned with their product.

The sad thing in these type of events is that even though the casino & or software provide receives bad press, it's the individual players who again get shafted. After all it's their money that's being lost because of dodgy software!


Cheers
T

 

[RomeCasino]

Response from Rome Casino - Noah

Hi Trezz,

Ironically, we are applying an update to fix that

This is all part of the same process, and TopGame are taking a very hard look at their technical abilities. As I said, some personnel has been changed, and other changes have taken place, in the departmental level, not just on the individual levels. The problem you reported should be gone. But I will take it upon myself to investigate the matter fully.

In addition, I completely agree that players should NEVER be the ones to discover bugs, however it is a sad fact that this happens on occasion, in all platforms (and believe me I've seen a few and I know this happens), and then what's important is how the casino and the platform deal with it. TopGame were putting many updates in place because they are constantly trying to improve according to suggestions from staff and players, so any additional suggestions you would like to make may happen in one of the next updates Hopefully our new QA processes will make sure that we find faults before they can affect any players and before they go out to the program.

Kind Regards,

Noah
Rome Casino

 

[zebedy]

Noah i have to commend you with all your patience in dealing with this issue,
im sure alot of reps would have run to the hills by now

it seems like topgame tried to run before they could walk, by releasing the software before it was ready to be made public, i hope you do get it all sorted out,

 

[RomeCasino]

From Noah - response

Hi Zebedy,

Thank you I believe in dealing with things, and hope to keep doing so.

I don't believe TopGame's software is not market-ready. I think the QA processes needed a better work plan and that is what we and they are doing at the moment to make sure such technical issues do not crop up again. They have more games coming and these, and the existing games, are going to go through a reviewing and testing sequence that wouldn't shame even the most determined little green man with his anal probe

Cheers

Noah

 

[Rusty]

The real concerns about the software have still gone unanswered.
Namely what is the function of the code that can develop a glitch of missing symbols?
It is obviously inherent in a function (section of code with a specific task) and part of the original design of all Jackpot slots.

 

[RomeCasino]

Response from Noah

The real concerns about the software have still gone unanswered.
Namely what is the function of the code that can develop a glitch of missing symbols?
It is obviously inherent in a function (section of code with a specific task) and part of the original design of all Jackpot slots.

Hey Rusty,

We understand that something went wrong, that the software had a glitch as you say, and that is why we are pulling down each and every game, one at a time and putting it through external QA, performed by an internationally known and accredited testing Company -
Technical Systems Testing (TST).

This includes in addition the random engine, server communication and all gaming related hardware/software issues. This is the same company that does most RTG sites and many others, so passing would put us in the very least at their level of gaming reliability, and we of course hope to top that afterwards. But getting certification from TST will not be all we are doing to show our reliability, we of course want to prove it to players personally, and I hope you'll come too.

Kind Regards,

Noah
Rome Casino

 

[Rusty]

Hey Rusty,

We understand that something went wrong, that the software had a glitch as you say, and that is why we are pulling down each and every game, one at a time and putting it through external QA, performed by an internationally known and accredited testing Company -
Technical Systems Testing (TST).

This includes in addition the random engine, server communication and all gaming related hardware/software issues. This is the same company that does most RTG sites and many others, so passing would put us in the very least at their level of gaming reliability, and we of course hope to top that afterwards. But getting certification from TST will not be all we are doing to show our reliability, we of course want to prove it to players personally, and I hope you'll come too.

Kind Regards,

Noah
Rome Casino

Yes that is fair comment about putting you in line with other TST Global certificated Casinos although as you may know by now I do not agree with some of the industry accepted practices of remote slot design anyway.
That is another story though.

What I am surprised about is that when the original problem occurred the games were eventually pulled and we were told TST would evaluate them.
Some Weeks later the same problem occurs and we are told TST will evaluate it?

Surely all the software should be evaluated at the same time and not individual slots that suddenly develop faults - so has this evaluation started yet? - have the original faulty slots been TST tested?

TST Global offer various services and as far as I know these can be selected individually so that a Casino can show a TST certificate when only the RNG has been evaluated and no games evaluation and compliance testing has taken place.
If this is correct can you confirm that TST will be carrying out game evaluation and compliance testing on the Topgame software?

 

[Mavin1]

Renegade symbols

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?

Hi, I just wanted to comment to this question. Fandango does have wild symbols on all reels, it's the sherriff badge. In my opinion having the high paying symbol of the pistols on a reel missing does cut the probability of getting a win with that symbol in half if you have to rely on getting a wild to make the win.
I do like the games and prefer to continue to play at Rome when all is up to par, fair and square.
I have had a cashout from them, supplied the usual docs required plus had to get a merchant transfer number from my bank, this I never had to do with other casino's, but okay, easy enough. I had a small cashout on the 17th of June and received it in my account around the 30th.

 

[Dinahnana]

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

Cheers

Noah

Your welcome Noah

 

[RomeCasino]

From Noah - response

Yes that is fair comment about putting you in line with other TST Global certificated Casinos although as you may know by now I do not agree with some of the industry accepted practices of remote slot design anyway.
That is another story though.

What I am surprised about is that when the original problem occurred the games were eventually pulled and we were told TST would evaluate them.
Some Weeks later the same problem occurs and we are told TST will evaluate it?

Surely all the software should be evaluated at the same time and not individual slots that suddenly develop faults - so has this evaluation started yet? - have the original faulty slots been TST tested?

TST Global offer various services and as far as I know these can be selected individually so that a Casino can show a TST certificate when only the RNG has been evaluated and no games evaluation and compliance testing has taken place.
If this is correct can you confirm that TST will be carrying out game evaluation and compliance testing on the Topgame software?

Hey Rusty,

I can confirm that TST will be carrying out game and compliance testing on the TopGame software, yes. That is the plan, and it has simply taken time to contract them. But they will be doing a full QA on all game related and compliance related issues, we want a full checkup, so to speak. We are certain that we will pass with no difficulty, despite this latest error. We are in the process of running our own QA on every single game and will then clear the stage for TST to check up everything. In the future we also hope to achieve higher certification, but first thing's first They will also check on connectivity issues of course.

Kind Regards,

Noah
Rome Casino

 

[jetset]

I'm not familiar with the TST modus operandi, but to effectively test the games and software it will obviously require activity at Top Game itself as the provider.

That being the case, I hope it additionally focuses on the Quality Assurance procedures at Top Game, which clearly require tightening up.

 

[AussieDave]

I had a small cashout on the 17th of June and received it in my account around the 30th.

I don't want pile a heap onto your shoulders Noah but 9 working days to receive a (small) cash-out? That's 1 day shy of two weeks!

Even a bank wire shouldn't take this long...

I'm in Australia and I receive bank wires from Moneybookers in 2 working days. Casinos in South Africa and the UK even the EU get wires to me in under 4 days.

So obviously I'm at a lose as to why it could take 9 working days. And worse Rome casino thinks this is acceptable practice?


Cheers
T

 

[usbj]

US-Blackjack stance

I'm not familiar with the TST modus operandi, but to effectively test the games and software it will obviously require activity at Top Game itself as the provider.

That being the case, I hope it additionally focuses on the Quality Assurance procedures at Top Game, which clearly require tightening up.

Hi jetset and all,

On behalf of US-Blackjack Casino and Blackjack Partners, as a Top Game based casino I would like to join in and share some experiences with you, along with Noah if I may.

Top Game has had a long steady climb to meeting industry requirements and building a name for themselves. For the most part, I think things are going well for them, and as has been discussed to this point, their TST certification will go a long way towards further improving the great groundwork that they have begun - albeit through some extremely tumultuous times. I look forward to their introduction of some great new games which we hope to see soon and generally continuing to improve what we believe to be a fundamentally great piece of casino software.

Interesting fact - US-Blackjack Casino have been insistent on initiation of the TST certificate process since our inception and have been actively involved in sorting these issues out.

Another - US-Blackjack Casino has not offered jackpot games for some time now, since the first indications that there may be issues with these games. We plan to reintroduce the games only when we are internally convinced that the games are fair and the jackpots in order.

While Top Game have had a number of complaints, we are focussed on the positive and are helping them build and progress wherever possible. US-Blackjack Casino has taken an active position in working through issues that arise directly with Top Game.

Thank you for keeping this thread neat and tidy, I trust that between
Noah and I we will be able to support your queries first hand and come
through this glitch with a better product and service offering.

Blackjack Partners Team

 

[RomeCasino]

Response from Rome Casino - Noah

I don't want pile a heap onto your shoulders Noah but 9 working days to receive a (small) cash-out? That's 1 day shy of two weeks!

Even a bank wire shouldn't take this long...

I'm in Australia and I receive bank wires from Moneybookers in 2 working days. Casinos in South Africa and the UK even the EU get wires to me in under 4 days.

So obviously I'm at a lose as to why it could take 9 working days. And worse Rome casino thinks this is acceptable practice?


Cheers
T

Hi Trezz,

We are currently in the middle of a process to incorporate everything in-house including withdrawals. I do know that check and wires to Australia and the US may take up to two weeks at times depending on the banking system involved, and I've seen that time frame in many brands, including RTG and Vegas Technologies.

That said, we are trying very hard to find a way to get this process to move faster and to provide faster withdrawals. I can assure you that in no way will the timeframe stay the same and should change in 1-2 months. Until then, still I do not think, when compared to many brands I know, that 9 working days is beyond what many are doing in the industry. But you can be sure that we will reduce the time frame in the upcoming weeks.

Just to add - I know I keep talking about the upcoming weeks, and it may sound hollow, but that is only because we are changing so many things right now, even the site itself as you will see.

Kind Regards,

Noah
Rome Casino

 

[hucorte]

Hi Noah. Ill give the casino a try. I like the fact that you need to wager only 12 times the deposit and the money. Is there a special offer for us here at casinomeister apart from the 100% welcome bonus?

 

[RomeCasino]

From Noah - response

Hi Noah. Ill give the casino a try. I like the fact that you need to wager only 12 times the deposit and the money. Is there a special offer for us here at casinomeister apart from the 100% welcome bonus?

Hi Hucorte,

We will be announcing a new bonus system next week or the week after at most, as we finish some of the new designing of our site. CM will definitely have a place there. In the meantime, if you want to PM me your user name in Rome, I will make sure you get a very nice bonus offer

Kind Regards

Noah

 

[hucorte]

Hi Hucorte,

We will be announcing a new bonus system next week or the week after at most, as we finish some of the new designing of our site. CM will definitely have a place there. In the meantime, if you want to PM me your user name in Rome, I will make sure you get a very nice bonus offer

Kind Regards

Noah

Thank you. Ill register and Ill let you know.

 

[hucorte]

Hi Noah, I downloaded the casino, but unfortunately it doesnt load. I even uninstalled the antivirus just in case and it still doesnt work. Sorry.

 

[The Dude]

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