Resolved BWIN Casino - Roulette in the Instant Casino Ignores bets randomly!

[maxd]

Thread title changed to avoid confusion with official Casinomeister Warnings.

 

[Jinn]

We kindly ask you to send in all the game IDs of the games you have having issues with.

It seems they still haven't escalated the issue to the people at the top that actually deal with real problems and not just customer errors.

There must be SOMEBODY working there that has the ability to read your description of the problem and investigate it properly without these nonsensical replies. I'm going to forward this thread to a contact I have at bwin.party, they're on the affiliate side but maybe they can forward it to the right person to investigate.

I believe they should compensate you for the large amount of time and effort you've put into trying to report this problem with no proper response

 

[Janek12]

Jinn, thank you so much! I have really devoted a lot of time and effort to this already; and although I am getting tired of pointing out the obvious to the Bwin support for the umpteenth time, I don't want to let it be.
It is true that I started to feel - a little - like an unpaid external consultant of Bwin .

Hopefully, your intervention will help.

 

[Janek12]

The problem will be resolved soon! Hopefully, there will be a happy end to this!

I have just received an e-mail from Bwin, in which they finally admitted the error!!! To provide all those who followed this thread with a fair picture, I think I owe it to them to show them the full text of the e-mail, as I have done in the previous instances:


Dear Mr. K.,

We would like to apologize for the waiting time and thank you, since based on your input the existence of a technical problem affecting one of the casino games in the past days could be finally assessed.

Very few of your played games with real money have been affected by this problem, which is currently being worked on with high priority and will be solved very soon.

bwin has decided to credit your gaming account with the amount of 1000 EUR as a sign of gratitude for bringing this to our attention and also as expression of our apologies for the inconvenience that the malfunction may have created. You are free to invest the mentioned amount in further playing or to withdraw it. We would like in any case to assure you that bwin demands the highest level of commitment with quality and security. Unfortunately, human errors cannot be excluded 100%. We are confident that the measures taken are to your full satisfaction.

Once we receive your confirmation that you accept our sign of gratitude, the amount of 1000 EUR will be credited to your account

Please do not hesitate to contact us if you have any further queries.

Kind regards,

Your bwin customer service team
b'inside Green Members

bwin acknowledges its commitment to responsible gaming

It is very well possible that the intervention of Jinn helped to achieve this outcome this so I think a certain part of this reward belongs to him; I will, of course, discuss the details of this with him only via PM.

As for the compensation of all other players who played the malfunctioning software... that is up to Bwin...

 

[Jinn]

That's great news, that you were finally able to have someone investigate fully.

And that you receive compensation for all your effort, I believe that is only fair after you persevered despite the obstacles. :notworthy

It is very well possible that the intervention of Jinn helped to achieve this outcome

I am not at all certain of that, the timing was probably coincidental. In any case, you did all the hard work, it was your time and effort that resolved this. So thanks for the offer, but I politely decline :Angel: I have also been trying to fix a problem (mine was with a casino's affiliate program) and today after weeks of time and effort they too have admitted the problem and offered compensation.

So we can both celebrate our success today And hopefully we won't be involuntarily working as 'external consultants' again, for some time at least

 

[Janek12]

So we can both celebrate our success today And hopefully we won't be involuntarily working as 'external consultants' again, for some time at least

Thank you Jinn once again for your support and understanding!

I am joining you in the celebration today; just a little while ago, Bwin has credited my account with the compensation/reward. I am going to test the roulette, most likely tomorrow, and I will report back - objectively and impartially; I am not ready to give up my position of "consultant" yet!

 

[Jasminebed]

I'm not a Bwin customer (nor a roulette player usually), but not only am I glad Bwin is finally going to address the problem, I'm very happy to hear that they gave you such a substantial compensation. You spent a lot of time on the issue, and put your own funds at risk in the process.

Even though the repeated glitches seem to fall into the "Malfunction voids all play" since losing bets were also returned, it is a very large error, sure to upset players and tarnish Bwin's reputation if it was allowed to continue.

I hope you enjoy your reward, however you choose to use it.

 

[Janek12]

I was impatient to try the European Roulette-Pro - to see if the error is gone. THE ERROR STILL OCCURS! It is still there!
I appreciate the gesture from Bwin enormously (I mean the compensation/reward they credited to my account) but I cannot understand why they did not withdraw the game until it is corrected!!!

And just to illustrate the magnitude of the problem - within 13 spins, the error occurred twice and therefore I was denied two winning outcomes!
In the second instance, I made a video again. If anyone is still interested in seeing another proof, it is here: Link Removed ( Old/Invalid)
Notice that when I press the button "REBET 0 and SPIN" that actually a bet of 0.4 EUR is placed on 2nd dozen and 3rd dozen. You cannot see the bet placed because it is in turbo mode but you can see the result of the bet and the spin - the winnings of 0.4 EUR and also, the same button then reads "REBET 0.8 and SPIN". This is still the same error I have been pointing out for more than a week now. Also, once again, notice that before I press the "REBET 0 and SPIN" button; the field "Current ID" is blank although it should not be because bet of 0.4 EUR on 2nd and 3rd dozen was in fact placed (the proof of which is that when I press the "REBET 0 and SPIN" button, these amounts are the ones that are rebet.)

OK, Bwin are working on it; but why have they not withdrawn the game from the casino and why are not they working on the problem, so to speak, in the back-office?

I have sent them an e-mail with this question and with the link to the video.

 

[Janek12]

Even though the repeated glitches seem to fall into the "Malfunction voids all play" since losing bets were also returned, it is a very large error, sure to upset players and tarnish Bwin's reputation if it was allowed to continue.

Dear Jasmine, first of all, thank you for your kind words!

But I would like to point out once again that this is no ordinary malfunction like loss of connection. This is a software error, which may potentially alter the RTP of this roulette, depending on what triggers this error. So if a player does not notice this error, he may continue playing but may be exposed to a substantially different theoretical RTP than the one that is set in stone for European roulette.
In other words: It is true that losing bets are also returned but if the error is not triggered as randomly as if it were triggered by a certified RNG, then the actual RTP of the roulette will be skewed by the error.

 

[Janek12]

Further update: I have now experienced the error even when I was betting on red/black. So it is not confined just to bets on dozens.

 

[Janek12]

Another update:
I checked the game again today. The error is still there; and at one time, it occurred 3 times within 6 spins...

And I received this e-mail today from Bwin (in response to my question why they don't withdraw the game until it is fixed):


Dear Mr K.,

Thank you for your e-mail.

Further to your information regarding the Instant Play Casino, we have received confirmation that this technical bug will be fixed by Monday. We thank you for your patience whilst we work towards doing so.

Please do not hesitate to contact us if you have any further queries.

Kind regards,

Your bwin customer service team
b'inside Green Members

bwin acknowledges its commitment to responsible gaming


In other words: We don't give a damn that we are offering a flawed game.

 

[Janek12]

Just a minor update: I have found out that the error has to do with the "rebet" button (not to be confused with the "Rebet and Spin" button). If I place the whole bet manually, without pressing "rebet" first, then the error does not occur and the European Roulette-Pro works fine.
But if I place a bet by first pressing "rebet" and then adding a few chips or removing a few chips, then the bet is exposed to the risk that the error will occur.

Perhaps this is the reason why they may have not got other reports (or the critical amount of reports that would have made them do something about it sometime earlier); perhaps most players do not use the "rebet" button.

 

[Janek12]

Another update, this time a not so minor one!

I have just now checked the European Roulette-Pro at Bwin once again and I had to send them the following e-mail:


Dear sirs,

it seems to me that a part of the problem has been fixed but not the whole problem.

Previously, when the "rebet" button was used to place a bet and the bet was ONLY placed using the "rebet" button, sometimes the bets were ignored. According to my observations, this does not happen anymore.

But one problem still remains: When I placed a bet of 0.4 EUR on 2nd and 3rd dozens using the "rebet" button and THEN removed two chips using SHIFT + left-click and left only 0.2 EUR on each of the 2nd and 3rd dozens and then pressed the SPIN button, my bet was ignored!

So there is still a part of the error that needs to be fixed.

Best regards,

J. K.

So the saga continues... IIRC, it will be two weeks this Wednesday since when I first alerted them to the software error in European Roulette-Pro.

 

[Janek12]

The error has been fixed!

Finally, the error has been fixed! I played hundreds of spins and the error has not occurred so I think it is safe to say that it is gone.

In conclusion, I can say that Bwin treated me really nice moneywise; on top of the 1,000 EUR compensation, I received a non-deposit bonus of 100 EUR with 35xWR. In total, I withdrew 1,600 EUR (serves them right!).

But I have no idea whether other players who had played the flawed roulette have been compensated or not...