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

 

[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]

Admin note

Please don't use this section of the forum to recruit players - or to request bonuses. This section is for informational purposes only. Thank you.