Software Complaint Casino software issue at Maxino.com

[timoboy1976]

My x-mass is canselled. I won in their new slots; Megadeth, over 5K. So at least I think I won...
I got that 5K win from bonus play/free spinns but when I decided to withdraw, my account's saldo seems to be about 11€.
They didn't seen any errors and send problems to migrogaming and they havent answer non. Its been 6 days now..,

Be smart, just play at your own country so you may get some help from laws.
Merry x-mass to you, anyway <3

 

[Tirilej]

If you had written a nice post I would have symphaticed with you and told you that they will solve it, but writing a post like you did I don't know if you deserve it

 

[timoboy1976]

edited

sorry. I was out of line. better now?

this is a last letter what I wrote to them. If you focused, you'll understand.

about for palying with internet casinos...
This is the last letter what I just send to MAXINO CASINO:

Hi!
I still need to contact you because I have a feeling that youre are keeping at less import when a days go by.
It haved been 6day now and Migrogaming wouldn't answer to you anything, even that you asked about two times from them.
I try tell one more time how that happened and you can alnalyze that and realise that technical problem what may the reason of this.

My english are not great but I do my best;

I played that Megadeth-game wit small bet: 0.8-1.60€
I had my money left under 40€. I've got those Megadeth's logos (three skulss) and won bonusplay.
I got a phone call at just this time and when I came back to play, there were a text: Youre passivity is.., somethink, and I have to registred again. It started wiht continueing bonusplay, as it ment be, of course!
I made that bonusgame well and it's end to freespins. Soon I got allmoust ald slots full of wildes and I really start to wo, big time in every spinns. When free spinns ended, my winnings were over 5100€.

My account was 5130-5134€ and I try to withdraw instantly for 5000 or 5100€. When I had wrote my bank account number I press continue, there were a text: withraw failed or something like that. I check that my gredits was under 40€.

 

[Tirilej]

Smart move editing your post

There is a Rep here for Maxino, one of the best. I'll go find the link for you and you can send him a private message.

Here it is https://www.casinomeister.com/forums/members/

If they say they are working to find an answer then they are. Just stay calm and let them figure out what happened.

 

[bsilva028]

they are acredited here and they have a rep
https://www.casinomeister.com/forums/members/
try to contact him i am sure your problem will be solved.

i play a lot there, when i have some issue (that are almost nones) ..... the rep solves in the same day, thats incridble

are you sure you do all correct? or that you didnt broke the rules??
they are good casino

 

[timoboy1976]

<3

Thanks to you!
I dont think that I get non anymore. something strange from migrogaming that they wont answear even to maxino in a week.
Just feeling sad...

 

[bsilva028]

Thanks to you!
I dont think that I get non anymore. something strange from migrogaming that they wont answear even to maxino in a week.
Just feeling sad...

the megadeath slot its from netent not from microgaming !
what is strange ???

 

[rainmaker]

the megadeath slot its from netent not from microgaming !
what is strange ???

Megadeth is actually created by Leander Games, but is distributed by Microgaming through Quickfire

 

[timoboy1976]

they are acredited here and they have a rep
https://www.casinomeister.com/forums/members/
try to contact him i am sure your problem will be solved.

i play a lot there, when i have some issue (that are almost nones) ..... the rep solves in the same day, thats incridble

are you sure you do all correct? or that you didnt broke the rules??
they are good casino

Im 100% sure. My english is poorly, but I had explain that case to maxino, with all patience and language skills that I have.

They first said that when I was re-connected again, so maybe I was in fake money-playing. But I tested that with another browser and that just could not been like that. First off all, I play with small bets. Fake money playing start with 2000 credits and bet is maximum 8€. So I said earlier, I had only less than 40€ left and I won from bonus play about 5100€ and I think that my account was 5134 then. But when I try to withdraw, winnings were gone ;(

 

[Tirilej]

Im 100% sure. My english is poorly, but I had explain that case to maxino, with all patience and language skills that I have.

They first said that when I was re-connected again, so maybe I was in fake money-playing. But I tested that with another browser and that just could not been like that. First off all, I play with small bets. Fake money playing start with 2000 credits and bet is maximum 8€. So I said earlier, I had only less than 40€ left and I won from bonus play about 5100€ and I think that my account was 5134 then. But when I try to withdraw, winnings were gone ;(

I hope they solve it for you. I know sometimes when I have played on Nordicbet the sum has changed both up and down, but at the end been corrected. A few days ago I had it on autoplay and suddenly it stopped and said that I didn't have enough money and all was gone.
But for me when I closed the game and reopened it, everything was back.
Maybe the same happened to you but you didn't get your winnings. I don't know.

 

[Dipity]

Actually on ALL netent casinos I've seen, free play always starts with 5000€ credits

Just saying, thats a huge possibility, especially since you say you had a phone call, went afk, came back to find logged out, and when you logged back in you had 5000 or so.

 

[rainmaker]

I hope they solve it for you. I know sometimes when I have played on Nordicbet the sum has changed both up and down, but at the end been corrected. A few days ago I had it on autoplay and suddenly it stopped and said that I didn't have enough money and all was gone.
But for me when I closed the game and reopened it, everything was back.
Maybe the same happened to you but you didn't get your winnings. I don't know.

I think this is something that usually happens when you are playing with bonus money from free spins etc. Once you have completed WR, the amount will be transferred from a NetEnt wallet to your account. Did you play with bonus money from free spins or something?

 

[Tirilej]

I think this is something that usually happens when you are playing with a bonus. Once you have completed WR, the amount will be transferred from a NetEnt wallet to your account. Did you play with a bonus?

Nope, I have never used a bonus on Nordicbet.
It takes some time for me to remember, so sorry for that. You are correct here. It was when I played my winnings from the free spins
I had probably just finished the wagering, went back in and got those five wilds at DoA

 

[rainmaker]

Nope, I have never used a bonus on Nordicbet.

Tirilej changed her post.

 

[Tirilej]

Yeah, I meant bonus money from free spins etc and not deposit bonus (I changed the wording). But you had not used any free spins etc either?

We are really derailing his thread now. I changed my post too

 

[timoboy1976]

I dont use any bonuses too, for those huge remands with them.
As I told, I have just reach those three skulls and won free spinns and I just get started when I got a call. I came back to contie and there were a text like something; for uoyr passivity, you have to logged in again and so I did. I continued with megadeth, and there was free spinns getting started as it should to be. I continued, and got allmoust all slots full with "wildes" so my my wins were huge at every spinns. Total wons: over 5100€ and account match with maybe 5134€....

 

[rainmaker]

timoboy1976:

Maxino is a very reputable casino, so I am sure they will give you an explanation. They also have one of the best reps on this forum, so you should contact him as already suggested.

But you should also understand that Maxino has no control over these games, so they need to wait for an answer from Microgaming.

I did read your post before you edited it and I certainly did not like your "F*** Maxino and F*** Microgaming". To me that just sounded like a sore loser so I did not bother to reply.

Although you have now changed your post. Which is good.

Just sit and wait, and the rep will probably contact you soon (it is weekend, so you may need to wait until Monday).

 

[timoboy1976]

and those free spinns were cause for getting three skulls ( megadeth´s logo)

 

[premiergaming]

Megadeth is actually created by Leander Games, but is distributed by Microgaming through Quickfire

I love how you no everything about the slots etc.. Im curious to no how you no all this as you are correct in everything you say regarding slots and more.
Maybe none of my business but if you decide to reply id be thankful were u involved with a casino or... Or do you just have a very big knowledge on software providers etc..

 

[timoboy1976]

timoboy1976:

Maxino is a very reputable casino, so I am sure they will give you an explanation. They also have one of the best reps on this forum, so you should contact him as already suggested.

But you should also understand that Maxino has no control over these games, so they need to wait for an answer from Microgaming.

I did read your post before you edited it and I certainly did not like your "F*** Maxino and F*** Microgaming". To me that just sounded like a sore loser so I did not bother to reply.

Although you have now changed your post. Which is good.

Just sit and wait, and the rep will probably contact you soon (it is weekend, so you may need to wait until Monday).

yes I edited my post. But that wount give youre rights to call me a sore loser.., mate.

I wont mock maxino anymore, I just sit down wait. For what, I dont know.

 

[Mouche12]

2 days ago I was playing Piggie Richies when a message suddenly popped up that I had insufficient balance to make that bet, which was not true. When I logged out and in again my balance reappeared... very odd, but fortunately the error was rectified almost immediately.

Perhaps the rep could explain why this would (sometimes) happen?

 

[Nate]

Raimaker is correct. The funds are not available temporarily because they move from the Bonus balance to the Cash balance (Any Bonus including Free spins with wagering). It has happened many times to me... nothing serious. I had it today where when I cleared wagering, my funds went to zero and when I refreshed they were there.

Nate

 

[timoboy1976]

It was allready wweird, because that logged out happened meny times. I event cant get a smoke when that your passivity-text came up and I have to logged in again. That never happened with an another maxino's games I played.
Summa summarum: I think that new game has technical problems and thats why this sad error was happen.

 

[Tirilej]

It was allready wweird, because that logged out happened meny times. I event cant get a smoke when that your passivity-text came up and I have to logged in again. That never happened with an another maxino's games I played.
Summa summarum: I think that new game has technical problems and thats why this sad error was happen.

Sorry for not going back reading your post again. You might already have answered this.
When you went to withdraw the money you wrote that it was gone.
Was all gone or did you still have that 40 you said you had when you started?
If you still had them I'll say you played in fun mode. If all was gone then it's something strange going on.

 

[timoboy1976]

Sorry for not going back reading your post again. You might already have answered this.
When you went to withdraw the money you wrote that it was gone.
Was all gone or did you still have that 40 you said you had when you started?
If you still had them I'll say you played in fun mode. If all was gone then it's something strange going on.

I had maybe 11-30€ left. Some mix upped thing. But like I told, I test that same play wit funmode after that and starting was 2000€ and allready at 8€ bet. I was playing 0,8€ bet with that meganudge-mode, so bet was 1,60€

 

[Tirilej]

I had maybe 11-30€ left. Some mix upped thing. But like I told, I test that same play wit funmode after that and starting was 2000€ and allready at 8€ bet. I was playing 0,8€ bet with that meganudge-mode, so bet was 1,60€

Since you still had money in your account I believe you won playing fun mode, but I can be wrong.
When it comes to that game I have no idea if it holds you betsize either in normal play or for fun.
Well, I'm sure they will find out what have happened

 

[timoboy1976]

Since you still had money in your account I believe you won playing fun mode, but I can be wrong.
When it comes to that game I have no idea if it holds you betsize either in normal play or for fun.
Well, I'm sure they will find out what have happened

Either way, it not able to change playmode when you have won free spinns and those are on

 

[Mouche12]

Raimaker is correct. The funds are not available temporarily because they move from the Bonus balance to the Cash balance (Any Bonus including Free spins with wagering). It has happened many times to me... nothing serious. I had it today where when I cleared wagering, my funds went to zero and when I refreshed they were there.

Nate

I had not used any bonus, but my balance was also temporarily "unavailable"...

 

[timoboy1976]

maybe today

i hope, this problem come to end, happy so

 

[timoboy1976]

Day 8

It´s getting dark in here, nothing from microgaming still. Very fast service

i hope, this problem come to end, happy so

 

[timoboy1976]

Day 9.., passing by.., no answer..

Nothing, none, zero. No messages

It´s getting dark in here, nothing from microgaming still. Very fast service

 

[Tirilej]

Have you talked to Ben, the Rep from Nordicbet here yet?

 

[NordicBet]

Nothing, none, zero. No messages

Hi Timobiy1976,

Please check your PM. Since being made aware of this issue I have been in contact with you everyday via PM and the delay is on MG's end. I have esculated this past MG support and have our account manager looking into this to have this resolved as quickly as possible.

I am sorry for the delay.

Ben

 

[timoboy1976]

yes i have readed pm's and really like to thank you, Ben, for your help. Like I wrote in PM, you are my only hope with this.
Just feeling odd, why MGs take so long to investigate. Eitherway, it's give me a tiny piece of hope knowing that this is not so simple case so I cannot my totally missed.

Still waiting, not so much hope left anyway at this...

Hi Timobiy1976,

Please check your PM. Since being made aware of this issue I have been in contact with you everyday via PM and the delay is on MG's end. I have esculated this past MG support and have our account manager looking into this to have this resolved as quickly as possible.

I am sorry for the delay.

Ben

 

[vinylweatherman]

Hi Timobiy1976,

Please check your PM. Since being made aware of this issue I have been in contact with you everyday via PM and the delay is on MG's end. I have esculated this past MG support and have our account manager looking into this to have this resolved as quickly as possible.

I am sorry for the delay.

Ben

It always is. They don't seem to consider this kind of thing important enough, even though it raises questions about the integrity of the software.

Since this has been kicked up to MGS, this is NOT a simple matter of the OP playing "fun mode" instead of real mode, else the operator could have solved this within an hour.

I spotted a potential error on the Summer Holiday slot related to when you had a free spins promotion. MGS couldn't have been less interested if they tried, and despite numerous attempts, nothing was ever heard back from MGS, and this is over a year ago.

I bet they would be a good deal quicker if the bug went in MY favour

 

[Nifty29]

yes i have readed pm's and really like to thank you, Ben, for your help. Like I wrote in PM, you are my only hope with this.
Just feeling odd, why MGs take so long to investigate. Eitherway, it's give me a tiny piece of hope knowing that this is not so simple case so I cannot my totally missed.

Still waiting, not so much hope left anyway at this...

Help me Obi-Wan Kenobi.

You're my only hope.

(Sorry couldn't resist)

 

[timoboy1976]

LoL!

Help me Obi-Wan Kenobi.

You're my only hope.

(Sorry couldn't resist)

 

[timoboy1976]

Amen

Maybe I wount play those Mg's games anymore.., or nothing else either. I think that 5K is not a big thing for them.., thats were they are very wrong. I'm sure that this is not really a simple case and Im NOT just played in fun mode by accident., 'cause in that case, all this had been solved a days ago. Now its a day 10 and not even single post from MG

It always is. They don't seem to consider this kind of thing important enough, even though it raises questions about the integrity of the software.

Since this has been kicked up to MGS, this is NOT a simple matter of the OP playing "fun mode" instead of real mode, else the operator could have solved this within an hour.

I spotted a potential error on the Summer Holiday slot related to when you had a free spins promotion. MGS couldn't have been less interested if they tried, and despite numerous attempts, nothing was ever heard back from MGS, and this is over a year ago.

I bet they would be a good deal quicker if the bug went in MY favour

 

[KasinoKing]

Now its a day 10 and not even single post from MG

No-one from MG will EVER post on forums, or communicate directly with players. (Same as most other softwares).

There really is no point in you keeping on bumping this thread every day; Ben is looking into it and WILL come back to you as soon as he gets a response.
Please, just be patient!

KK

 

[Nate]

To add... There is really NOTHING roguish about Maxino - They are run by a reputable operator with a stellar record. I have reported this post for the Thread Title to be changed. I suppose this is more of a MGS Slot Game dispute.

Nate

 

[The Dude]

Admin notes

Admin note: renamed thread to something more appropriate.

No-one from MG will EVER post on forums, or communicate directly with players. (Same as most other softwares).
...

But they will communicate with me. If there is something that I need to make MGS, RTG, NetEnt, etc. aware of, please let me know. Software reps frequent the forum as well. If you name a thread "Maximocasino.com, be aware..." they will probably skip the thread. This is why it is important to name one's threads properly. Also using the "report a post" function garners attention as well.

Ben is on this one I presume.

 

[timoboy1976]

Day 10

Still nothing.

Hi Timobiy1976,

Please check your PM. Since being made aware of this issue I have been in contact with you everyday via PM and the delay is on MG's end. I have esculated this past MG support and have our account manager looking into this to have this resolved as quickly as possible.

I am sorry for the delay.

Ben

 

[timoboy1976]

Yes, Ben seems to my only hope, he had rushed up things with MG, but we havent heard nothing from then. It's now 10 days and still nothing...

Admin note: renamed thread to something more appropriate.


But they will communicate with me. If there is something that I need to make MGS, RTG, NetEnt, etc. aware of, please let me know. Software reps frequent the forum as well. If you name a thread "Maximocasino.com, be aware..." they will probably skip the thread. This is why it is important to name one's threads properly. Also using the "report a post" function garners attention as well.

Ben is on this one I presume.

 

[timoboy1976]

Day 11, x-mass nearby

Way to go, MG. Nothing solved, ty..

 

[vinylweatherman]

Way to go, MG. Nothing solved, ty..

It is possible it IS solved, like the Chief's Fortune fiasco of 2006, but there is now a cover up and non release of information about the problem.

 

[NordicBet]

It is possible it IS solved, like the Chief's Fortune fiasco of 2006, but there is now a cover up and non release of information about the problem.

Hi VWM,

I assure it is not solved, there is no cover up. The initial response from MG which I PM'd to the player was that there is no record of the transaction taking place which is what we have on our side too, there is no record, which would suggest that the game was in play money mode. I have asked them to investigate further to be 100% sure.

Believe me, I hope the player has actually won the funds in real money, I would be happy to credit his account and process the withdrawal like with every other winner at NordicBet, Maxino, TrioBet and ToBet but I need to be sure that it is a real money transaction.

As said to the player via PM I will give more information as soon as I get it, I have escalated this up the chain at MG and I called my rep at MG this morning.

Ben

 

[vinylweatherman]

Hi VWM,

I assure it is not solved, there is no cover up. The initial response from MG which I PM'd to the player was that there is no record of the transaction taking place which is what we have on our side too, there is no record, which would suggest that the game was in play money mode. I have asked them to investigate further to be 100% sure.

Believe me, I hope the player has actually won the funds in real money, I would be happy to credit his account and process the withdrawal like with every other winner at NordicBet, Maxino, TrioBet and ToBet but I need to be sure that it is a real money transaction.

As said to the player via PM I will give more information as soon as I get it, I have escalated this up the chain at MG and I called my rep at MG this morning.

Ben

I suspect this is the problem. The OP is not accepting that they were in play mode, and so sees the lack of a record of the transaction as itself being a major fault. My experience is that even "fun mode" keeps a transaction record, and this can be checked in "Playcheck". Fun mode also requires a connection to the server, so there should be a record of "fun mode" transaction requests and results there too.

What would solve this would be MGS finding a "fun mode" transaction and result that shows this big win. This would show that the client was in "fun mode" when the play was made.

Unfortunately, MGS do have a history of the "cover up", and the Chief's Fortune fiasco isn't the only one I know of. They are all major faults that get fixed on the quiet, but never officially recognised. In fact, in the 2006 event a number of casinos folded and paid up during the PABs that ensued rather than tell Bryan what had really been going on. I told Max about it at the Meister Meeting over a year later, and despite having handled this event from the PAB side, it was the first he had heard of the underlying fault that hordes of players had jumped upon and milked for the best part of 3 months.

This leads to the suspicion that when MGS just don't get back to a player on an issue, it is because the fault identified is too much of an embarrassment for them to admit to.

 

[NordicBet]

I suspect this is the problem. The OP is not accepting that they were in play mode, and so sees the lack of a record of the transaction as itself being a major fault. My experience is that even "fun mode" keeps a transaction record, and this can be checked in "Playcheck". Fun mode also requires a connection to the server, so there should be a record of "fun mode" transaction requests and results there too.

What would solve this would be MGS finding a "fun mode" transaction and result that shows this big win. This would show that the client was in "fun mode" when the play was made.

Unfortunately, MGS do have a history of the "cover up", and the Chief's Fortune fiasco isn't the only one I know of. They are all major faults that get fixed on the quiet, but never officially recognised. In fact, in the 2006 event a number of casinos folded and paid up during the PABs that ensued rather than tell Bryan what had really been going on. I told Max about it at the Meister Meeting over a year later, and despite having handled this event from the PAB side, it was the first he had heard of the underlying fault that hordes of players had jumped upon and milked for the best part of 3 months.

This leads to the suspicion that when MGS just don't get back to a player on an issue, it is because the fault identified is too much of an embarrassment for them to admit to.

Yes, but the player needs to be logged in to have the record, there is no record of the transaction on the players account which is why I am having this investigated further. From my experience a lot of software providers don't keep a record of play monde transactions or if the do they get cleared on a perodic basis as keeping all that data would be expensive and somewhat pointless. I am having MG check all DB's with the play money transactions to see if there was a win for that amount around that time on MegsDeth, I am hoping that they have a data warehouse with this info.

I really hope to have this sorted as quickly as possible.

Ben

 

[timoboy1976]

When that bonus ended, I'll try to withdraw, I was logged in, but acccount were without that won.
I really am 100% sure for that is error in programming. Can anyone quarantee that human is finally made a 100% working internet program, with no any possible to fail???

As I was allready try to tell, error happened during thone bonus play and thats why I cannot accept this.

Now its just me, a one person vs internet software = mg
Who do you really think is the winner of this?
Not me, that's what sure.

I wount bother you anymore with my poor english and great sadness, but I will let you now when this is explained to me.

Merry xmass to you, mine is canselled.
with <3 ; Timo

 

[NordicBet]

When that bonus ended, I'll try to withdraw, I was logged in, but acccount were without that won.
I really am 100% sure for that is error in programming. Can anyone quarantee that human is finally made a 100% working internet program, with no any possible to fail???

As I was allready try to tell, error happened during thone bonus play and thats why I cannot accept this.

Now its just me, a one person vs internet software = mg
Who do you really think is the winner of this?
Not me, that's what sure.

I wount bother you anymore with my poor english and great sadness, but I will let you now when this is explained to me.

Merry xmass to you, mine is canselled.
with <3; Timo

Hi Timo,

Well you have me on your side too and I will let this rest until I have a acceptable answer from Microgaming. I have also made MG aware of this thread in a hope to speed things up.

Thanks,

Ben