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Non-Bonus Complaint Beware! Gossip Slots/Drake Casino Games "Malfunction" When You Win Big

Discussion in 'Casino Complaints - Non-Bonus Issues' started by hottpockett, Jun 8, 2016.

    Jun 8, 2016
  1. hottpockett

    hottpockett Newbie member PABnononaccred

    Occupation:
    paralegal
    Location:
    United States
    I have been a member of Gossip Slots and Drake Casino (they are "sister" sites--same software, same management and chat host staff, same bonus offers etc. etc.) for years and always thought that they were honest and that their games could be trusted to pay fairly (when you win). I learned recently that this is not the case; and i want to warn other potential victims to avoid these casinos and their fraudulent behavior.

    Here's what happened. I was playing 4th and Down a few weeks ago (betting just $1.50 per hand), when I won the bonus round. (Note: Anyone who has played slots knows that games which have "bonus rounds" usually win big during the bonus round, especially if the bonus round is difficult/rare to win. Certain bonus rounds are especially lucrative, because they have varying levels of difficulty you can opt for. If you choose the high risk/high reward option, there is a (very likely) chance of winning nothing but when you do manage to win, you win big. Alternatively, if you take the low risk/low reward you have a better chance at winning something in the bonus round, but it won't be as much if you had selected the higher risk option.) In this game, the bonus round you are trying to score a touchdown and you have four different "plays" to choose from in order to try and make the touchdown. The 4 play choices range from lowest risk/lowest reward to highest risk/highest reward with option 1 being the lowest and option 4 being the highest. If you fail to score a touchdown then you don't get to the second round. (in which you have four more choices to score the extra point(s) on the touchdown from the first round.)

    Like I said, I won the bonus round and i chose the third option (with the third most high risk/reward) and played the round. I scored the touchdown! Then, I moved onto the second bonus round. I chose the second most difficult option and failed to score the extra point.
    When the game was over I noticed something weird, instead of winning what I should have won, around $130. It said I had won $0.13. 13 cents! i was shocked. I took a screenshot of the bonus round win showing i had won 13 cents instead of 130 dollars and i contacted support.
    I sent them the screenshot and explained what had happened. They sent me the following email back:


    Dear Esme,

    Thank you for contacting Drakecasino.eu!

    We would like to inform you that indeed there was an error and you
    should have won more. Therefore your account was credited $126.93.

    If you have any other questions, feel free to contact us at anytime.

    Kind regards,

    Xenah
    Drake Casino Customer Service
    You must register/login in order to see the link. <http://www.drakecasino.eu>
    Toll free: 1-800-613-8090 <tel:1-800-613-8090>
    This email is not visible to you. <mailto:support@drakecasino.eu>

    ____________________________________________________________________________________

    So, I was comfortable with that. I had notified them of the issue, they had acknowledged it, and i assumed that they had fixed the issue.

    So, a few weeks later, I was playing the game at a much higher bet amount, $7.50 per hand. I had won the bonus round a few times and won a touchdown when I bet the lower risk/lower reward but not gotten a touchdown when I'd bet the higher risk.higher reward option. Then, finally I chose the third highest risk/reward option and I won the touchdown! I was taken to the second round. Then, in the second round, I failed the extra point. But, the real payoff is when you win the touchdown. Then I saw the bonus round winnings window and it said I had won $0.66) I was dismayed when I realized that yet again, my winnings where 1/100th of what they should have been. I took a screenshot:
    (I have attached the screenshot to show that I won the first round but lost the second round and won only $0.66)

    I contacted support and emailed them the screenshot and explain that the same thing had happened as before, only this time, I should have been paid $660, not the $0.66 i had received. They denied that the game had malfunctioned at first, and told me i would have to wait for further investigation. Ultimately, they added $200.00 AS BONUS FUNDS (meaning I would still have to play the money 10X to cashout) and refused to add the remaining 459.34 that they owed me, in bonus funds or cash.

    I had mistakenly thought that the 200$ in bonus cash was given to me as a courtesy until they could identify the cause of the issue and pay me the $659.34 in cash that they owed me.

    I never received anything else, and they claimed that the game had malfunctioned and that they were being generous to give me anything at all.

    Please beware of Drake Casino and Gossip Slots so you don't have the same thing happen to you!
     

    Attached Files:

    2 people like this.
  2. Jun 8, 2016
  3. goatwack

    goatwack bombastic monk CAG

    Occupation:
    Stuntman
    Location:
    Londonia
    You'd think they'd pull the game after the first time. Although their first rebate was nice enough, leaving this game running in its current state was always going to end up with someone winning bigger amounts eventually!

    Still, it's like my bonus rounds of late : usually around 100th of what I was expecting :mad:
     
  4. Jun 8, 2016
  5. FAZI1

    FAZI1 Experienced Member

    Occupation:
    worker
    Location:
    Punta Cana
    You decided to play in poor quality casino and you recived poor quality treatment - Gossip Slot ? realy read some reviev abaout place where you play before decided make deposit.

    And abaout slots bug this slot is from some not popular software called - Arrow's Edge - So this casino shoud take game down and contacted with provider / reported issue with their games.

    But Gossip slot dont see problem - game pay smaller amount then is ok - if this slot will have error with pay 10 x more then they imiddiatly take it down .....

    This is secund time when you have same issue with them now you should find some other better quality place to play.........
     
  6. Jun 9, 2016
  7. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    2 people like this.
  8. Jun 9, 2016
  9. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    Wow a well known error yet keep the game up and running :what:

    They are obvious blatantly lying to there players saying it was a malfunction, There clearly is some sort of malfunction but not one that should warrant void winnings, The winnings are there just decimal point wrong, How many players have actually been shafted with the malfunction excuse? Better still how many people have not noticed it,
     
  10. Jun 10, 2016
  11. hottpockett

    hottpockett Newbie member PABnononaccred

    Occupation:
    paralegal
    Location:
    United States
    The Game is Still Up and Running as if No Problems!

    Thank you Max and everyone else for your empathy and kindness. As Max warned in his post, the game is still up and running as if there is no issue with it not paying out properly! These guys are being very irresponsible..
     
    Last edited: Jun 10, 2016
    1 person likes this.
  12. Jun 10, 2016
  13. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    There wankers mate / fiefs / robbers / I used to find these sort of people y#ears ago when such idiots thoughjt they was big trying to extract cash from people, They soon got the idea when a few went round,

    I know this is abit different and we do not know who they are but belive me, 99% are just trying to rob, other 1% than bring it
     
  14. Jun 11, 2016
  15. hottpockett

    hottpockett Newbie member PABnononaccred

    Occupation:
    paralegal
    Location:
    United States
    FYI: The casino still, to date, has not removed "malfunctioning" game from website

    Even though they claim that the game "malfunctioned" when it paid me 1/100th of what I rightfully won, they never removed the game from the site to troubleshoot its malfunction issues. Why? because of course the game didn't malfunction! It functioned exactly the way they want it to, by robbing the players of their wins! Believe me, if I'd been overpaid by 100x what I should have won, they would have pulled the game down!

    they are beyond belief. they totally don't care about their customers at all.
     
  16. Jun 11, 2016
  17. bowlingbob

    bowlingbob Experienced Member

    Occupation:
    sales
    Location:
    usa
    Sounds a similar to Mission2Game fiasco last year when several of their slots were severely malfunctioning for months by not paying wins with a wild in the payline! Eventually they finally did the right thing and fixed them after enough pressure. Months later I was also able to go back to their support again and they gave me a refund of my deposit. I would however never go back there after being cheated like that on their slots.
     
  18. Jun 13, 2016
  19. hottpockett

    hottpockett Newbie member PABnononaccred

    Occupation:
    paralegal
    Location:
    United States
    Case update!

    Today i tried to log into my Gossip Slots account. I was denied access, and received a popup stating that my account had been "disabled."

    i went on to chat to ask support what was going on with my account. Here's the conversation I had with Brian, one of the highest level management people at the casino.


    Brian .:
    Hi Esme

    10:39esme :
    Hi brian.

    10:40esme :
    why has my acount been disabled.

    10:40Brian .:
    I saw you're continuing to post negative forum comments about our site on casinomeister

    10:41esme :
    Every comment I made was the absolute truth. I did not make one statement which was untrue

    10:42Brian .:
    The statement about how much you "should've" won is continuously untrue and has been proven time and again to the complaint managers at both casinomeister and askgamblers. Yet you won't let the issue rest.

    10:42esme :
    so you are closing my account because I was talking about what happened to me honestly

    10:43Brian .:
    I've restricted your account for a moment while management takes a look at your situation.

    10:44esme :
    your casino failed to pay me my winnings that i won rightfully and was never paid

    10:44Brian .:
    Again, there was NO proof that you were supposed to get that figure that you made up.

    10:44esme :
    I was told the game malfunctioned, but you guys never took the game down to repair the malfunction

    10:45Brian .:
    The game was a momentary malfunction. A malfunction in which we have not been able to replicate, hence there was no reason for us to take it down.

    10:45esme :
    I DID NOT MAKE IT UP! i have a screenshot proving that I had made it to the end of the second bonus round and that the game had (again) just paid me 1/100th of what i won.

    10:45Brian .:
    I acknowledged that your hand was not a finished game and we compensated you for that.

    10:46esme :
    REALLY, WEREN'T ABLE TO REPLICATE!? THEN HOW COME I WAS ABLE TO REPLICATE IT! it happened to me twice in one month!

    10:46esme :
    it was a finished game!!

    10:46esme :
    it showed the end of the bonus round was completed with a failed two point conversion!

    10:46Brian .:
    You made up the amount. No where did it say you won $666. No where Esme.

    10:46Brian .:
    It was a complete malfunction of the entire bonus round.

    10:47Brian .:
    So anything that happened during the bonus round was a malfunction and nothing counted.

    10:47esme :
    It said i won .66 cents. The reason i know that it was supposed to pay me 660 is because i was gambling $7.50 a hand and chose the third highest risk/highest reward option and i won the touchdown!

    10:47Brian .:
    But we acknowledged the malfunction and offered you compensation for that with which you accepted.

    10:48esme :
    i NEVER ACCEPTED THAT IN LIEU OF MY WINNINGS!

    10:48esme :
    i thought that that was a bonus in compensation for my patience while you researched the issue

    10:48esme :
    how do you Brian

    10:49Brian .:
    Absolutely not and I have proof in the chat of your acceptance.

    10:49esme :
    Brian, don't you understand that it happened to me twice? the exact same MALFUNCTION

    10:49esme :
    which the only malfunction was your game not paying me my winnings! everything else about the bonus round was perfectly normal and standard

    10:50esme :
    you have proof of what?! that's not true at all

    10:50Brian .:
    SHould I explain to the casinos how much you also had in chargebacks and how we compensated you for those?

    10:50Brian .:
    We've always been more than fair with you Esme

    10:50esme :
    what are you talking about? i never had any chargebacks, ever!

    10:51esme :
    i overspent and i asked for the casino to help me pay my rent but that was over a year and a half ago, maybe two years ago

    10:51Brian .:
    Right. Which is why we refunded you 35 deposits from February when you were having "trouble". that was over $3,000.

    10:51Brian .:
    February of '15*

    10:52esme :
    YOU THINK THAT BECAUSE I ONCE OVERSPENT THAT THAT GIVES YOU THE RIGHT TO ROB ME OF MY WINNINGS?

    10:52esme :
    what February? February of what year?

    10:52Brian .:
    I think that shows that we have a very decent, compassionate team here and yet you still continue to drag our names and our casinos in the mud.

    10:52esme :
    FEBRUARY OF WHAT YEAR

    10:52Brian .:
    February of last year.

    10:53esme :
    i am not dragging you thru the mud. I am warning people about your casino defrauding its customers, which is what has been done to me

    10:54esme :
    every single person that has read my post has said the same thing, that you guys are behaving like criminals.

    10:54Brian .:
    Should we warn other casinos of you defrauding them? As you might overspend and ask for your money back? It works both ways Esme.

    10:54esme :
    Defrauding them?! when did i defraud you!? I was totally honest with you
    !
    10:54Brian .:
    How are we acting like criminals? There was no data to back up any evidence that you played a hand which wasn't a complete malfunctioning bonus round.

    10:55Brian .:
    Right, and we were understanding and compassionate to your cause at that time.

    10:55esme :
    I HAVE EVIDENCE, I HAVE TWO SCREENSHOTS SHOWING THE COMPLETION OF THE TOUCHDOWN ROUND AND THE FINAL ROUND

    10:55esme :
    THAT IS IRREFUTABLE DIRECT evidence. Not circumstantial evidence, I HAVE DIRECT EVIDENCE

    10:56Brian .:
    We are gathering our evidence as well from our developers.

    10:56Brian .:
    In the meantime, I suggest taking a few days off Esme. You'll be hearing from us soon.

    10:56esme :
    the round did complete, it completed normally and completely.

    10:56esme :
    and i have proof

    10:56esme :
    the ONLY MALFUNCTION WAS IN PAYING ME MY WINNINGS!

    10:57esme :
    which i think is very. very important for your customers and potential customers to know about

    10:57Brian .:
    I can't continue to explain this over and over and over again, just because you don't disagree.

    10:57Brian .:
    We have not had ONE single complaint regarding this game malfunctioning at all besides what happened to you.

    10:57esme :
    Why don't you acknowledge my evidence? Is it not relevant to you?

    10:58esme
    I don't believe you.

    10:58esme :
    And maybe it has happened to other people but they didn't notice or realize that they hadn't been paid properly

    10:58Brian .:
    Again, I can take a screenshot which shows me winning a million dollars, but if the game malfunctioned the screenshot doesn't exactly mean anything.

    10:58esme :
    all i know is it DID happen to me, twice.

    10:59Brian .:
    We aren't the type of casino that would leave a malfunctioning game up. That's not who we are and that's not how we operate. We've taken down plenty of games when we acknowledge they aren't working properly and an issue needs fixing.

    10:59esme:
    and the first time, when it was under $150 winnings, I was paid what I shoudl have won promptly and i got an emaili in which your chat host ADMITTED YOUR CASINO HAD NOT PAID ME WHAT I SHOULD HAVE WON

    11:00Brian .:
    We will be in touch Esme.

    11:00esme :
    You are unbelievable. Really. You guys are straight gangster!
     
  20. Jun 13, 2016
  21. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    Well I must say, I am now unsure, It sounded like if it is true that you done charge backs or asked for money back and casino had no option but to hand you money back because you over spent? You cannot gamble than ask for money back if you lose because your short on bills, Thats a no go,

    I am not disputing the game payed wrong any one that sees will know, Especially after max pointed out its not the first time this has happened with the game, If the games provider did not notice the casinos than thats wrong in its self,

    Can any body confirm the people behind these casino are rouge ? Or just somebody trying there best to operate a steady casino? I go by what i read and see but there are always twists and turns along the way
     
  22. Jun 13, 2016
  23. interlog

    interlog Senior Member MM webmeister

    Occupation:
    Manager
    Location:
    London
    Best for the OP to give up gambling, else it will - again - cause them grieve in their life.

    Pay rent, bills, food etc. first and then spent anything left on gambling - not the other way round.
     
  24. Jun 13, 2016
  25. paul7388

    paul7388 Meister Member MM

    Occupation:
    not a lot
    Location:
    glasgow scotland
    I think it would have been much better for yourself if you had kept that chat script private.

    From what I read in the script the manager was very pleasant with you.

    The game might malfunction and if so it should have been removed. But if theres only been the occasional problem and its played regularly then its hard for a casino to remove a game.

    Ive had errors before on slots and been paid properly but the casinos in question never removed the slot. It was a temporariliy glitch and it does state in all casinos terms if a slot has a malfunction then bets are void.

    But im not going into whether a slot should be pulled or not.

    My point is you are on here making the casino out to be a bunch of uncaring rogues that rip there customers of.

    The same casino that refunded u $3000 in deposits so you could pay your bills. Cant think of another casino that would have done that. Most would have just closed your account .

    Anyway a casino has a right to close anyones account for whatever reason. If the manager thinks you are giving them such a bad reputation then he will close your account. After reading the chat then i think you should have remembered how they helped you out in the past before accusing them of being uncaring and rogue.

    Anyway if you dont trust the games and feel they are ripping you of then surely they have done you a favour by closing your account as you an no longer play there now.
     
    5 people like this.
  26. Jun 13, 2016
  27. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    I agree, Chat rep was pretty good, Its why I asked is the site known to be dodgy?
    Not really fair that the site is outed if its not true, What we do know is the game paid wrong and has been known to have done this before Yet still carry the game,

    I do not blame hottpockett to be pissed of, But at the same time theses things take time,

     
  28. Jun 13, 2016
  29. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    Unsure how to take this one but if my hand were forced, sorry but I think I'd go with the casino on this one!

    Feels a bit like someone buying you a brand new car and then saying 'I wanted a red one, not blue'

    Has inspired me tho to message all casinos since day dot and tell em I want my cash back but also keeping my withdrawals as I want a 6 week long holiday this Summer :rolleyes:
     
    1 person likes this.
  30. Jun 15, 2016
  31. drakejay

    drakejay Online Gaming Affiliate Manager

    Occupation:
    manager
    Location:
    The Casino
    Reply and Apologies for delay

    Hi Hottpockett and Casinomeister Members,

    I'm sorry for the late reply here, it's my fault but I was wanted to clear with Casinomeister I was within the ts & Cs to post as an Affiliate Program and had some issues with my account verification.

    Hottpockett, we really appreciate your business (you've been with us since the beginning) and I have been in touch with the CS Managers (Brian and Kyle) and I understand they'll contact you directly today to ensure that we're on the same page and can resolve any additional issues. We pride ourselves on providing great customer service and also being transparent with our games and promotions. We have one of the top withdrawal policies and pay our players (including Hottpockett) frequently and on time.

    We worked alongside the Arrow’s Edge team who took a great deal of time to investigate the issue and audit the game as a result of your feedback. Through this process they did find a small bug that impacts a minute percentage of bonus rounds in this game, occurring very intermittently. It is very hard to replicate and doesn't happen every time. To paraphrase a previous post, it's very difficult for a provider to pull a very popular game because of an issue we cannot replicate. This bug is being worked on this minute and will be fixed shortly – it is a major priority for the Arrow's Edge team.

    From a compensation point of view, we stand by our CS Managers who believe the compensation of twice the winnings given to your account for the error from the bonus round was fair and we hope we can continue to count on your membership at Gossip in the future.

    Best,
    Jay
     
    2 people like this.
  32. Jun 16, 2016
  33. hottpockett

    hottpockett Newbie member PABnononaccred

    Occupation:
    paralegal
    Location:
    United States
    Jay

    "From a compensation point of view, we stand by our CS Managers who believe the compensation of twice the winnings given to your account for the error from the bonus round was fair and we hope we can continue to count on your membership at Gossip in the future."

    Jay, I spoke to Brian and he told me that the amount i should have won for the round was $66.75. Can you please confirm that playing $7.50 per hand and selecting the third most difficult option would result in a payout of just $66.75 if you win the touchdown? That seems remarkably low in terms of how much a bonus round usually pays out for winning the round especially when you choose the higher risk/higher reward option. I mean, even if you fail to score the touchdown you get some money for the round, I believe like 10 or $15.00.

    I also do not think it is fair that the money i received was in bonus funds that i was forced to playthru like 10X if I wanted to withdraw and which was treated as "bonus funds" in my weekly rebate calculations. That meant that $200 was subtracted from my rebate amount which is unfair, and i would have preferred, at that point to withdraw the money sine i believed that i was being defrauded.
     
    Last edited: Jun 16, 2016
  34. Jun 16, 2016
  35. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    May I ask if you had to pay back those 3000 they refunded you when you had overspent last year?
     
    1 person likes this.
  36. Jun 17, 2016
  37. bonustreak

    bonustreak Senior Member webmeister

    Occupation:
    webmaster
    Location:
    Home Office
    I have to say the casino did the right thing here as well and I see they are having the game malfunction taken care of. My big concern is chargebacks etc , that is super costly on operators and also I feel maybe you
    should consider stepping away from casinos for a bit.

    There are so many help places you can talk to someone about learning to budget with gambling or just not gambling at all. I will not lecture but do hope you get
    yourself sorted ..
     
    1 person likes this.
  38. Jun 28, 2016
  39. hottpockett

    hottpockett Newbie member PABnononaccred

    Occupation:
    paralegal
    Location:
    United States
    Jay PLEASE RESPOND!

    First of all, Jay, I appreciate your response back on June 8th, but would like to ask you a few additional questions and you have not responded to my posts or private messages regarding this issue.

    Can you please tell me what the exact amount that my winnings should have been? Because I dispute the amount that Bryan claims it should have been. He says that playing 7.50$ per hand, winning the touchdown round at the third most difficult option payout is $66.75. Which I utterly and demonstrably untrue, but I have no way of proving this myself, since I don't want to play that game anymore and have it malfunction and not pay me my winnings for a THIRD TIME.

    I would very much appreciate it if you could provide me with this information, as no one else will, and it is very important to me to learn this information.

    thank you
     

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