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Question Coral progressive jackpot won but no payout

Discussion in 'Online Casinos' started by blkblkblk, Mar 2, 2013.

    Mar 2, 2013
  1. blkblkblk

    blkblkblk Dormant account

    Occupation:
    data admin
    Location:
    London
    Hi there,

    I've signed up because I'm having a bit of trouble with coral at the moment.

    I was playing their 'adventures in wonderland' mobile slot last night and during one of the bonus rounds I was told i had won the progressive jackpot. I was told this would be paid out after the bonus round had ended but this did not happen. Over 12 hours later and still nothing.

    i have contacted customer support a number of times but they have not given me a decent answer, even just to confirm the win and have just told me I will have to wait until they investigate. Is a delay such as this normal? I'm not really sure what to think and am starting to wonder if it was a glitch! Does anybody have any advice or are there any coral representatives here I could contact?

    Thanks.
     
  2. Mar 2, 2013
  3. dionysus

    dionysus can turn wine into water CAG MM

    Occupation:
    n/a
    Location:
    I'm a Canucklehead
    I suppose it would depend on the size of the win. If it's substantial, it's not uncommon for the casino to verify its authenticity (no glitches) and that the player is entitled (no terms broken to forfeit it) before announcing it.
     
  4. Mar 2, 2013
  5. blkblkblk

    blkblkblk Dormant account

    Occupation:
    data admin
    Location:
    London
    I think you are probably right. My anxiety is down to the full amount not displaying after the win. Fingers crossed this was down to the mobile app not displaying the jackpot amount properly and not because I've won £0!
     
  6. Mar 3, 2013
  7. Jinn

    Jinn Experienced Member webmeister

    Occupation:
    Webmaster
    Location:
    I.S.S.
    It does sound odd that the amount wasn't displayed after the bonus round ended as it claimed it would.

    It doesn't surprise me that there could be a delay while they're verifying the win, but I hope it wasn't a glitch with the mobile app, since they tend to not be so polished as the regular games.

    I think if I won a progressive on a mobile app I would try to find a camera ASAP to take a photo of the phone screen. Or you could even grab someone else's phone to take a photo of your own!

    Coral is an Accredited Casino here and they have a rep, you can send them a Private Message from their profile:

    http://www.casinomeister.com/forums/members/coral-support.html

    Good luck with getting this resolved, let us know how it goes.
     
  8. Mar 3, 2013
  9. Seaman63

    Seaman63 Experienced Member PABnononaccred

    Occupation:
    IT related
    Location:
    Germany
  10. Mar 3, 2013
  11. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
  12. Mar 3, 2013
  13. blkblkblk

    blkblkblk Dormant account

    Occupation:
    data admin
    Location:
    London
    Thanks for the replies. Since I posted I have been in touch with a few people at customer services and they have told me they are in the process of verifying the win. I wish I had taken a screenshot but assumed the amount would hit my balance after the bonus screen. Rookie error!

    Hopefully its not a glitch. The jackpot triggered during a bonus round rather than a spin so I guess there is less of a chance. I presume with the mobile slots they have a data record and can check that spin?

    Will update when i hear back. The people I've spoken to so far have been very helpful. This is a very anxious wait!
     
  14. Mar 3, 2013
  15. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    Good luck with it, and which slot was it on? (if you are willing to disclose that info at this stage.)
     
  16. Mar 3, 2013
  17. blkblkblk

    blkblkblk Dormant account

    Occupation:
    data admin
    Location:
    London
    Adventures in wonderland was the slot.
     
  18. Mar 3, 2013
  19. dionysus

    dionysus can turn wine into water CAG MM

    Occupation:
    n/a
    Location:
    I'm a Canucklehead
    that can happen? If I recall, at least with NetEnt, that's not possible.
     
  20. Mar 3, 2013
  21. BMWSTACK

    BMWSTACK Ueber Meister

    Occupation:
    Work
    Location:
    US
    How were you told you won it? The screen displayed the win? How much was it?
     
  22. Mar 4, 2013
  23. kazzi

    kazzi Experienced Member

    Occupation:
    Unemployd
    Location:
    Denmark
    You know u won the progressive if you serve from the sugarpot its 100%, normally u will only serve tea and sometimes it teases with the sugarpot but moves away ofc.

    Else the other way is by getting the "well" on the middle reel where the progressive will show on the bottom if lucky.

    Hopefully you will get the money and its just a mobile casino error, so huge congrats :)
     
  24. Mar 4, 2013
  25. Coral Support

    Coral Support I-Gaming Industry Representative

    Occupation:
    Coral Support
    Location:
    Gibraltar
    Adventures in Wonderland

    Hi all,

    We are currently investigating the issues and will be in contact with this player as soon as we have confirmation.

    Best regards

    Anthony
     
    1 person likes this.
  26. Mar 4, 2013
  27. chuzzleaddict

    chuzzleaddict On a Break

    Occupation:
    Hospitality Manager
    Location:
    Second star from the right... & straight on til mo
    I didn't know you could win progressive down the well feature, I thought it was only during the tea party and like you say, if sugar gets served in the tea, you win PJP. The darn thing loves to tease when it rattles the sugar jar and the spoon moves but nope!:rolleyes: Still, decent game, always quite liked it but did grow tired of it and haven't played on it in ages, it used to be my #1 fave. Hope this gets sorted out for you OP and congrats if you PJP comes your way:notworthy
     
  28. Mar 4, 2013
  29. blkblkblk

    blkblkblk Dormant account

    Occupation:
    data admin
    Location:
    London
    So - as i expected to be honest - Coral are claiming it was a malfunction and the fault of whoever makes the game (can they pay me then??). :mad::mad::mad:

    I've asked for evidence (the guy on the phone seemed to think his word was enough..) and I've written a letter disputing this so we'll see.

    I appreciate Anthony's help (above), but all in all customer service has been pretty bad. No apology (or any offer of compensation/attempt to explain in any detail) and complete refusal to put me through to a supervisor to explain what has happened. Just a big fat no.

    As far as I'm concerned, the game said I had won the jackpot. The teaspoon dropped sugar in a characters teapot as shown at the end of this video

    (You must register/login in order to see the link.

    and it said I'd won. It also paid out the amount from the bonus round. Apparently those were my winnings. If the game has paid out on the round, I don't understand how there was a malfunction. Either the spin is void or its not.

    I guess I will have to just wait and see. Feel like I've been completely jerked about. Any tips would be appreciated. Part of me just wants to forget about it. Definitely not touching Coral in the near future!
     
    Last edited by a moderator: Dec 12, 2017
  30. Mar 4, 2013
  31. blkblkblk

    blkblkblk Dormant account

    Occupation:
    data admin
    Location:
    London
    Just an afterthought - On the phone the customer service adviser referred me to the games terms, specifically "Malfunction voids all pays and plays." - However the round paid out the bonus winnings, just not the jackpot. Surely the whole play is void?
     
  32. Mar 4, 2013
  33. chuzzleaddict

    chuzzleaddict On a Break

    Occupation:
    Hospitality Manager
    Location:
    Second star from the right... & straight on til mo
    If that thing happened with the sugar pot then you 100% should have won the PJP and the fact that it didn't pay out is a glitch their end I'd say. Likely that they will try and void the whole game though. :eek2: They should pay you if they can verify from your game number/logs that this occurred, regardless of whether it was a glitch or not, you were led to believe you had won the PJP and so in my mind, they should pay it out. As for the whole 'malfunction voids all pays and play' thing, that was my main source of argument some years back,when I had £6000 lost in a software glitch. It went as far as Alderney who ruled in favour of the casino. I now know that all the T&Cs such as that are designed to protect the casino and not the player :rolleyes:
     
  34. Mar 4, 2013
  35. blkblkblk

    blkblkblk Dormant account

    Occupation:
    data admin
    Location:
    London
    Yeah - Coral have acknowledged that the jackpot screen definitely played out (teaspoon into one of the cups) - but that it shouldn't have displayed. So annoying.
     
  36. Mar 4, 2013
  37. chuzzleaddict

    chuzzleaddict On a Break

    Occupation:
    Hospitality Manager
    Location:
    Second star from the right... & straight on til mo
    FIGHT! Take it to the Commission if you have to!
     
  38. Mar 4, 2013
  39. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    There seems to be far too many game malfunctions lately. Could this be down to all these new game developers not doing proper testing and quality control before releasing a game. It also seems that where a malfunction goes in favour of the player, detection is swift, yet where a malfunction goes in favour of the casino, it can take weeks before the casino will even accept that anything is wrong with a game.

    How on earth does a game go through the motions of awarding a rare progressive win if it has not received the instruction from the server that this has happened? Surely, if this was a random glitch it would be reported far more often, as false triggers would be a regular occurrance till the bug was traced.

    It makes it look as though the server DID award the progressive, but the casino have retrospectively decided that the "wrong result" was generated. Now if the event was truly random, there is no way to determine whether or not it was triggered before it was "due". Something like this can only be spotted if it had always been predetermined that the progressive would trigger at a certain point in a cycle, or at a given value, and it was won outside of such criteria.

    That demo video is also odd, as it shows the slot in "enhanced payout mode", something that should be impossible to set up on a random game. It shows that the slot can have it's data feed overridden and made to display any desired result. If this can be done deliberately for a demo, it can also be done by corrupt data being fed to the client, or even by a hack. A proper implementation would use a checksum to ensure that data corruption had not taken place, however if this is not done, something like the progressive could in theory wrongly show as being awarded by a single data value being corrupted in transit.

    It is terrible PR to have to recind such large wins because of "malfunction", and then expect the player to just take the work of a CS rep that it was a malfunction, and not a mistake on the part of the casino in thinking it was.
     
    7 people like this.

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