Complaint about Casino Action

[johnico]

I wish I had the play logs ...they were ALL deleted since the audit started by MGS !!!

Actually the rest of the hands were not played as in "Expert mode" !!! After the game hang, you had to click on the error as many times as the number of the remaining hands. Then and only then you were able to log back in the game !!

Someone can presume that the game was only withdrawn from the specific Casino because there was no fix ....otherwise how would they push a fix .. I asked operators form other casinos that are supported by MGS and they told me that they did not know about the issue (I have relative email)...

About two months ago I reported the incident to ECOGRA ...and until now they are fully updated on the issue ....I have no news on how and if they are looking into it so far !!!!!!!

I am absolutely certain that the outcome is not random ... Otherwise, how could the game hang every time there was a winning hand ??? And why would it do that if not for altering the possible outcome ??? It is obvious that the Royal flush WAS NOT to appear ....nobody expected it there ...the bad thing is that I saw it !!!! all other hands I did not see at all !! they were outplayed by the server !!

 

[johnico]

I still have no answer on the questions I have posed ...no one bothers to answer ...

There seems that there is no other option but to ask them in a ..formal way !

 

[vinylweatherman]

I still have no answer on the questions I have posed ...no one bothers to answer ...

There seems that there is no other option but to ask them in a ..formal way !

The complaint through eCogra is considered a "formal way" to deal with such things.

2 weeks would not be long enough if the problem was complex, although eCogra should be keeping you updated.

Mishandling communication with the complainant only serves to HARM the reputation of MGS, as now you are beginning to feel that this issue is deliberately being "swept under the carpet", rather than being properly investigated.

Deleting game logs does NOT give a good impression, and clarity is needed as to whether they were actually deleted, or merely "went to archive" from the online Playcheck, which only holds the last 21 days or so of games.

 

[johnico]

I have contacted Ecogra and LGA on the issue and, being honest, I have to say that I am the one that keeps them posted on the details. I have not had an answer as yet but only that they would contact Casino etc. It has been more than two months since I notified them ...Today I asked them to forward any update (if they have) but I believe if they did they would contact me ... Besides my attorney has asked me to contact both since, as he claims, it is prerequisite in terms of proceeding with the formal complaint, to have their final standing on the issue. I will, probably, have to wait a day or two more I guess !

From the Casino I still havent received an answer and the only thing that they did is that they forwarded an email with the "logs" attached of my plays (since the beginning) while informing me that the case is closed for them since no Royal Flush was found in these logs. That's it ...

 

[vinylweatherman]

I have contacted Ecogra and LGA on the issue and, being honest, I have to say that I am the one that keeps them posted on the details. I have not had an answer as yet but only that they would contact Casino etc. It has been more than two months since I notified them ...Today I asked them to forward any update (if they have) but I believe if they did they would contact me ... Besides my attorney has asked me to contact both since, as he claims, it is prerequisite in terms of proceeding with the formal complaint, to have their final standing on the issue. I will, probably, have to wait a day or two more I guess !

From the Casino I still havent received an answer and the only thing that they did is that they forwarded an email with the "logs" attached of my plays (since the beginning) while informing me that the case is closed for them since no Royal Flush was found in these logs. That's it ...

Involving an attourney is likely to make them "clam up" until any reply has gone through their legal team.

Although the logs show no Royal Flush, they should be examined very closely for evidence that the game did NOT play by the published rules. If you can show that the error messages you got were not merely "cosmetic" client display errors, but errors fundamental to the proper working of the game, you could argue that the logs missed the Royal Flush you saw because the game itself was fundamentaly flawed, thus cannot be taken as a reliable record of what happened. Rather than claiming specifically for the Royal Flush, claim damages in more general terms on the basis that you did not get a fair game as required by the regulations of their licensing jurisdiction, as well as EU law in general.
The fact that the game was pulled is itself a sign that Microgaming know there was a serious flaw with the game. You may even be able to argue that Microgaming have been negligent in not pulling the game from ALL casinos, and that YOU may be a victim yourself of this policy as it is possible Microgaming already knew of this fault at a different casino, but did not issue a full game recall. For supporting evidence of this, see if there are any other MGS casinos that don't have this one game either. Your attourney may not want to use this without backing, as it would be speculation.

We know that game errors DO sometimes slip past testing and go live, so if Microgaming claim in their defence that there has been no case of a game error of this severity going live, this can be challenged.

 

[Nifty29]

Glad to hear you obtained some professional legal advice john.

 

[johnico]

Tell you the truth, I believed that ECOGRA would have been involved until now and since it is more than certain that the program was buggy, I would have expected them to throw an investigation since they hold the accreditation procedures and they are the ones that actually "approve" what we play !!! It is strange but I have had no news from them also ...

The error was indeed fundamental ...maybe too fundamental !!! This explains the fact that the game was withdrawn from the Casino but not from all Casinos since that would spread out and claims would be coming in like crazy !! On the other hand it was withdrawn just to ease my reactions ...at least that is what they thought...

I have explained (and to them) that the error appears on ALL Level-Up games ...still they withdrew only Deuces Wild, the game that held the dispute ...

But what is really strange is the fact that the logs are too ...serial ...timely wise I mean.. And indeed after the hang I stayed off the game for over two minutes and the logs show that I had the next game just 4 secs after !!!!! I am talking about relative time ...how would that be possible ??? and while in dispute, all of a sudden they decide to delete (or archive ??) logs.... strange ...

Here is an email that I sent to Europalace

from Ioannis Oikonomou giannos.oikonomou@gmail.com
to "Support (Europalacesupport.com)" <Support@europalacesupport.com>
date Thu, May 5, 2011 at 8:59 AM
subject RE: Euro Palace
mailed-by gmail.com
hide details May 5
Hello Wesley,

Thank you for your invitation …I found your Casino listed on a site.

Tell you the truth I am in a middle of a dispute with another Casino which is also supported by Microgaming.

I wanted to check if the same games existed and if the errors that were produced on a specific set of games (Level Up Poker) during my play in the other Casino would appear on here too …

Apparently an error 513 kept on throwing me out of the game and the winnings were not redeemed…

I hope that the same thing does not apply to your Casino and the issue does not refer to all “Microgaming” Casinos !

I would like to try out although I am very frustrated during that period of time ….

Ioannis


And here is the answer I got :

From: Support@Europalacesupport.com [mailto:Support@Europalacesupport.com]
Sent: Thursday, May 05, 2011 10:06 AM
To: Ioannis Oikonomou
Subject: RE: Euro Palace [pfCase:1806403, pfTicket:7064831]

Hi Ioannis

Thank you for contacting the EuroPalace Support desk.

Ioannis we do have the Level Up Poker game on the casino software as well and the software is also supported by MicroGaming. I honestly can’t say whether you will experience the same problem with the game on our side, but I can assure you that should there be a problem, we will immediately report any issue to MicroGaming in order for them to correct the game issue.

I can honestly say that I haven’t dealt with any players thus far that reported the same issue to me and thus I can’t say with certainty that you will not or that you will experience the problem again. You are more than welcome to try our casino and hopefully you will experience some great play here. From my side I will do my best to assist you with any issues that you may encounter.

Please contact us again, should you have any further queries.

I wish you all the best and hope that you continue to enjoy your time with us.

Kind regards

Jay
EuroPalace Support



No other Casino Knew about the problem and the game kept on until today ....I check at least 5 Casinos supported by MGS everyday !!!

For now I will have to wait for ECOGRA and LGA ....

 

[johnico]

Two weeks after contacting ECOGRA and LGA and several messages in between, I still havent heard of them ....what can I say ??