Coral casino, and Book of Ra deluxe - not paying and not registering correctly.

[Mouse75]

Firstly, I am a small stakes player, I deposited £10 at Coral, played for a few hours, withdrew 2 lots of £10 and had about £15 to mess about with.
This dwindled to 74p and I decided to just try Book of Ra on 10p stake.
On the 3rd or 4th spin - happy days it landed 4 books!
Into the free spins, and it gave one of the premium symbols. After 9 spins, it had paid around about £11, which I was very happy with as had been at bust town. I had collected all wins so far, and as per normal for this game, these had shown instantly in my balance, rather than an on going free spin total
The final spin, gave a 20p win and I foolishly decided to have a look at the gamble, pressed red, ace of hearts, pressed collect.
This is where things went very wrong.
The screen flashed up with a message along the lines of "Bet transaction does not exist" and my balance reset to 54p.
I naively assumed that this would refresh, so I took a couple more spins. It didn't and my balance remained paltry.
Ok, these things happen, no drama and I emailed support,
Over the course of the next 8 hours I had an onion discussion by email with about 8 emails in total.
The upshot of this being that apparently
I was lying.
Coral have no record of this particular spin.
Coral have nothing further to say.

I advised, that the money was not an issue per se, and I was more interested on the error message, what it meant, frequency this can occur, etc.
They have not deigned to reply and just keep advising there was no spin.

Has anyone had similar issues on this game?

I found Coral customer service, although rapid, to be unhelpful, condescending, ignorant of the problem, unwilling to acknowledge the error or potential error, unable to read my emails correctly, willing to accuse me of lying and in general a complete waste of space.
I have asked 3 times for manager details, all requests ignored.

The issue is not the money - I'm a slot player after all, but if a massive reputable UK company think this is ok, I'm concerned to say the least.

 

[dunover]

Sounds like the gamble could only be applied to the final FS total, and not the individual spins of the bonus. So error came up? Somehow doing it nerfed the whole bonus.

 

[Mouse75]

Sounds like the gamble could only be applied to the final FS total, and not the individual spins of the bonus. So error came up? Somehow doing it nerfed the whole bonus.

Fair enough... however this is not specifically stated, and the gamble won,
If this is the case, then Coral should of been able to advise as such.
Their actual replies imply the game never existed, which I find truly hard to stomach.
If a long playing bonus can just wipe out it's grim, imagine it doing it on a wild line bonus on the 17th spin on DOA?

 

[Okman]

Sounds like the gamble could only be applied to the final FS total, and not the individual spins of the bonus. So error came up? Somehow doing it nerfed the whole bonus.

Even so, it was on the final spin and OP claims he hit red and the Ace of Hearts appeared, which should of either been a double up win on the 20p spin or double up win on the entire bonus regardless. My guess is since OP lowrolls they just don’t give a shit, but strange from such a big corporate outfit.

OP, does you playing the game at all reflect in your game transaction history?

 

[Mouse75]

Even so, it was on the final spin and OP claims he hit red and the Ace of Hearts appeared, which should of either been a double up win on the 20p spin or double up win on the entire bonus regardless. My guess is since OP lowrolls they just don’t give a shit, but strange from such a big corporate outfit.

OP, does you playing the game at all reflect in your game transaction history?

No it doesn't, however i have just spoken to their call centre. My game history is incorrect for this time, at the time of this game, it lists a spin from rainbow riches slingo, which I had played earlier.
It goes
RA
RA
RA
SLINGO
RA
RA

There is also a 4 second gap between each spin, and a 2 minute gap where this occurs.
(I know this proves nothing - but does give credence to my complaint)

Something is clearly wrong, and TBF to Coral, they have now escalated further to their tech team.
(Although I have had to chase them to do so)

 

[Okman]

Good luck with this, I wouldn’t hold your breath though as they will likely push it out and out thinking you’ll just give up over 20 odd quid.

 

[colinsunderland]

Coral don't have any Novomatic games do they?

 

[Mouse75]

Coral don't have any Novomatic games do they?

Well, they did yesterday, and it shows in my history they emailed me, however at the moment, it's not available on their site.

 

[colinsunderland]

Well, they did yesterday, and it shows in my history they emailed me, however at the moment, it's not available on their site.

Wonder if they are about to integrate them and found there were problems or something, I play at Coral 3-4 times a week and have never seen a Novo game there, although wasn't on yesterday.

 

[Mouse75]

Wonder if they are about to integrate them and found there were problems or something, I play at Coral 3-4 times a week and have never seen a Novo game there, although wasn't on yesterday.

Yeah, sounds about right, the way it happened was very weird, and apparently my bet history all screwed up as well.
Will have to see what they come back with next week.

 

[Jono777]

Sounds like the gamble could only be applied to the final FS total, and not the individual spins of the bonus. So error came up? Somehow doing it nerfed the whole bonus.

Novo's allow you to gamble each individual spin of the bonus separately so its not that.

You have to hit 'collect' before each spin during the bonus (or gamble)

 

[paul7388]

Was going to say the same as Colin.


I know they have now added Netent and Ygdrassil slots but i have never saw Novo slots on there. Been on Coral every day this week and never saw them tho i could have missed them. But checked there and can see no sign of them just now either.

 

[mack341]

Coral don't have any Novomatic games do they?

I was surprised to see book of ra on there last night, so gave it a little play, lucky I never touch those gamble cards. They've added quite a few netent now including dead or alive, but I wonder if that was a balls up and they wanted DOA2 as it seems a bit silly to add the original this late in the day when everyone's going to seek to play DOA 2 [at least for a while, they may go back to DOA I guess]

 

[Mouse75]

Well, it only took a little over 4 weeks, however Coral have finally replied saying nothing wrong with the game - we will give you £15 as a GOGW only due to the timescale.
I have withdrawn this, and will not be playing at Coral again.
Imagine this had been a huge bonus by a large stakes player....
IMO - their response is poor - and insulting as it strongly implies I have made the whole thing up,
Yes i'm that desperate for £11 Mr Coral.
I have replied, asking for this complaint to be forwarded to their director in charge of customer complaints, and also the Director responsible for game control - their CS team have flat out refused to do so.

Plenty of other casinos out there Coral - especially as you seem to know this game did have a bug - as you removed approx. 24 hours after introducing.

Back to Video Slots...…..

 

[dealer wins]

Typical pathetic "investigation" by Coral. Its obvious the game screwed up, and like the OP said imagine if that was a big player betting £20 a spin, horrific!