Casino Complaint Casino Tropez - GAME ERROR Maximum line payout exceeded - Goddess of Life Playtech

[Gorters]

I have a complain about Casino Tropez.

There was a game error during a free spins bonus game on Goddess of Life slot.

During the main game I won a free spins bonus game ( 3 scatters ) with a linebet of €1 ( total bet €20 ). After a couple of free spins I won 20 spins extra ( 4 scatters ) and later on another 20 extra spins, I had won around €3000 and then a popup came in.... " MAXIMUM LINE PAYOUT EXCEEDED "

I had over 40 free spins left when the popup message from the casino told me " MAXIMUM LINE PAYOUT EXCEEDED " After I closed the black popup I got another popup that told me that I lost connection, after this the game was closed automatically. When I reopened the game the free spins where gone.

I've asked live support what to do to play the remaining free spins, but they couldn't find out and send an email to the "relevant department"

Now, after 5 days of " investigating" and 10 chat sessions later they tell me I won the maximum wins for this game, which is absolutely not. They also told me: There’s no broken game and you've received all spins due to you.

According to the game info it is possible to win al least 10.000 credits a spin, and on the live chat they told me there is no maximum win during a free spins bonus game.

After I reopened the game my balance was around €3600. I had won around 3000 Euro on Goddess of Life. I can not check the exact amount in the log file because the game is not loading anymore.

What can I do? The problem is I don't have a screenshot or something, only a gamecode. Casinotropez keep telling me they will investigate this further and keep me up-to-date, but I think they just decided I won enough.

Hope someone can help me!

 

[vinylweatherman]

This is Playtech (unless they have changed software).

It's common knowledge that RTG software caps all slot wins to 50,000x line bet, so this kind of experience is common, but this is the first I have heard of a Playtech game operating such a cap, and it appears CS are confirming that such a cap exists, and what you saw is what happens when the cap is hit in RTG.

In RTG, you will get the "maximum win reached", and even if you have free spins left, they will be deleted next time you load the game. This is pretty much what you describe happening at Casino Tropez.

If not Playtech, what software is it?

The rules for the game should also be read in case a win cap is specified.

A detailed playlog would be the answer, as this would clearly show what happened, and should show how many free spins were won, and what the result of each was. The casino should be able to provide this if the software doesn't allow the player to get hold of it.

 

[Gorters]

This is Playtech (unless they have changed software).

It's common knowledge that RTG software caps all slot wins to 50,000x line bet, so this kind of experience is common, but this is the first I have heard of a Playtech game operating such a cap, and it appears CS are confirming that such a cap exists, and what you saw is what happens when the cap is hit in RTG.

In RTG, you will get the "maximum win reached", and even if you have free spins left, they will be deleted next time you load the game. This is pretty much what you describe happening at Casino Tropez.

If not Playtech, what software is it?

The rules for the game should also be read in case a win cap is specified.

A detailed playlog would be the answer, as this would clearly show what happened, and should show how many free spins were won, and what the result of each was. The casino should be able to provide this if the software doesn't allow the player to get hold of it.

Hi Vinylweatherman,

This is a Playtech GTS game. I found the gamelog but detailed information is not shown. It pop ups a blank page with a close button.
I will ask them to send it to me.

Thanks!

 

[maxd]

@Gorters: a gentle reminder that we do expect PABers to have read the Pitch-A-Bitch FAQ at https://www.casinomeister.com/forums/help/pab-rules/ (or

You do not have permission to view link Log in or register now.

if a shorter URL is needed). Please pay special attention to the restrictions regarding forum posts while your PAB is active (see https://www.casinomeister.com/forums/help/pab-rules/ or

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).

As it happens though Tropez is on our "No Can Do" list and, as was specified on the PAB form you filled out, we can't help you with NCD-listed casinos.

Good luck with this, and please do read the FAQ before you submit your next PAB.

 

[Gorters]

After 10 days another reply from the casino.

They told me I hit the maximum wins allowed to this game, this configuration is set by the Casino.
According to the game info it must be possible to win at least 10000 Euro with a linebet of 1 Euro per spin. But they set the maximum win to 3600 Euro.

Is this legal?

I can not find any information at all about this configuration.

 

[vinylweatherman]

After 10 days another reply from the casino.

They told me I hit the maximum wins allowed to this game, this configuration is set by the Casino.
According to the game info it must be possible to win at least 10000 Euro with a linebet of 1 Euro per spin. But they set the maximum win to 3600 Euro.

Is this legal?

I can not find any information at all about this configuration.

This sounds VERY dodgy indeed!

At least with RTG this is stated in the rules, and set at 50000x line bet. I have not previously heard of this being a feature with any other major software.

If this is not stated anywhere, it is rogue practice, and should be enough to have this casino considered for rogue pit entry. Since they will not engage with PAB procedures, this will have to be looked at without them stating their side. It would mean making contact with the software suppliers involved to determine the legitimacy of this setting. It could also prove embarrassing for said software supplier if this has been a well kept secret setting until now.

If this is a Playtech game, then it is something new I have learned. I didn't think Playtech imposed RTG style max wins on their games, and I am CERTAIN Microgaming don't. If the casino was able to set it, Playtech must have supplied it (or the casino is lying).

Max and Bryan have contacts at Playtech and other software vendors, so would be able to verify what the casino has told you without the need for a PAB.

 

[Gorters]

This sounds VERY dodgy indeed!

At least with RTG this is stated in the rules, and set at 50000x line bet. I have not previously heard of this being a feature with any other major software.

If this is not stated anywhere, it is rogue practice, and should be enough to have this casino considered for rogue pit entry. Since they will not engage with PAB procedures, this will have to be looked at without them stating their side. It would mean making contact with the software suppliers involved to determine the legitimacy of this setting. It could also prove embarrassing for said software supplier if this has been a well kept secret setting until now.

If this is a Playtech game, then it is something new I have learned. I didn't think Playtech imposed RTG style max wins on their games, and I am CERTAIN Microgaming don't. If the casino was able to set it, Playtech must have supplied it (or the casino is lying).

Max and Bryan have contacts at Playtech and other software vendors, so would be able to verify what the casino has told you without the need for a PAB.

Ok vinylweatherman, I already sent an email to Playtech player inquiry's. I did this before abour the game concern but there was no response.
Hope they find this interesting...

It's anoying the CT support team gives me incomplete information, this is taking too long, because a reply takes about 4 - 5 business days.

How can I contact Max and Brian?

Thanks!

 

[vinylweatherman]

Ok vinylweatherman, I already sent an email to Playtech player inquiry's. I did this before abour the game concern but there was no response.
Hope they find this interesting...

It's anoying the CT support team gives me incomplete information, this is taking too long, because a reply takes about 4 - 5 business days.

How can I contact Max and Brian?

Thanks!

Waste of time in most cases, you are a mere player. They are less likely to ignore such a query if it comes from Bryan. Contact either by PM, but remember that Bryan left for 2 weeks holiday at the weekend, so would not see it until he came back, where it would be just one item in a long catching up list.

You could try asking a different Playtech casino that has the same game about there being a limit to what can be won in a single bonus round, and see what they say.