Question Coral progressive jackpot won but no payout

BMWSTACK

Ueber Meister
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Nov 26, 2009
Location
US
Agreed with the other comments that if it actually paid and put sugar in the cup its not a malfunction.

Is this a shared progressive on this type of software?
 

blkblkblk

Newbie member
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Mar 2, 2013
Location
London
It was around £26k when I triggered the bonus round. It didn't reset. I assumed it would once it had been verified but, alas, malfunction. :mad:
 

vinylweatherman

You type well loads
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Oct 14, 2004
Location
United Kingdom
What was the amount of the progressive? Has it been reset to seed value?

The error could be that it was correctly awarded by the RNG, but not deducted from the pool. In this case, manually removing the win from the pool would be the answer, not taking it from the player.

How can Coral be 100% certain the error was an incorrect award over an incorrect resolution of pool balances during the clear up. If this is not a network pool, it seems more likely that the award was correct, but the accounting failed to remove the payout from the pool, leaving the money in 2 places at once.

Oddly enough, this kind of communication failure is common during deposits, where the money can leave the bank/card/ewallet, etc, but not automatically credit to the casino. We don't hear the casino claiming the transaction was never legitimately triggered here, we are told it WAS correctly triggered and authorised, but a failure in the casino back end caused the money not to show in the players' account.

It could be the same here, the RNG awarded the progressive, it showed to the player as won, but THEN something went wrong and the payment was never resolved by the back end, so it appears not to have been won if looking at the pool value.
 

Mouche12

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The error could be that it was correctly awarded by the RNG, but not deducted from the pool. In this case, manually removing the win from the pool would be the answer, not taking it from the player.

How can Coral be 100% certain the error was an incorrect award over an incorrect resolution of pool balances during the clear up. If this is not a network pool, it seems more likely that the award was correct, but the accounting failed to remove the payout from the pool, leaving the money in 2 places at once.

Oddly enough, this kind of communication failure is common during deposits, where the money can leave the bank/card/ewallet, etc, but not automatically credit to the casino. We don't hear the casino claiming the transaction was never legitimately triggered here, we are told it WAS correctly triggered and authorised, but a failure in the casino back end caused the money not to show in the players' account.

It could be the same here, the RNG awarded the progressive, it showed to the player as won, but THEN something went wrong and the payment was never resolved by the back end, so it appears not to have been won if looking at the pool value.

Well said vinylweatherman -- I hope the OP will fight the casino's decision. Please keep us posted!
 

blkblkblk

Newbie member
Joined
Mar 2, 2013
Location
London
Thanks everybody for your replies, especially vinylweatherman. I am definitely pursuing this and will keep you updated. It is really frustrating. It's not as if the machine paid out an oversize jackpot, or incorrect reels awarded a prize, which makes it all the harder to understand. It paid out according to the rules of the game.

Hopefully I will be afforded a decent response as I've not spoken to anyone beyond customer service reps so far.

I was pretty excited when I found out I had won! Now I'm just feeling like crap about it.
 

BMWSTACK

Ueber Meister
Joined
Nov 26, 2009
Location
US
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.

I believe the only way the casino can justify malfunction in this case is to prove that the character that got the teaspoon was diabetic.
 

Coral Support

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Jan 24, 2013
Location
Gibraltar
Adventures in Wonderland

Hi all,

Please accept our apologies for the delay in responding to this post, our technical team and external game supplier were investigating the claimed Jackpot wins and we were unable to comment until we had complete verification of the issues.

A supplier platform software update affected several players playing the game "Adventures in Wonderland" (formally Alice's Wonderland) on our mobile site on Saturday. When any player entered the Tea Party Bonus Round in the game the progressive jackpot appeared to have been triggered as a character took sugar in their tea. A message was displayed to the player which gave the progressive win amount as "NaN" and the total win amount at the bottom of the screen as the bonus round win without any progressive amount included. At the end of the bonus round the progressive win was again displayed as NaN along side the total bonus round win and a total which displayed only the bonus round win without the progressive win.

We received a number of progressive win claims that day and the game was removed from site and mobile as quickly as possible while we investigated the issue.

We fully understand how disappointing this must be for the players who were affected and are in the process of contacting them to apologize and explain the situation. As always please feel free to PM if you have any queries.
 

dunover

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Hi all,

Please accept our apologies for the delay in responding to this post, our technical team and external game supplier were investigating the claimed Jackpot wins and we were unable to comment until we had complete verification of the issues.

A supplier platform software update affected several players playing the game "Adventures in Wonderland" (formally Alice's Wonderland) on our mobile site on Saturday. When any player entered the Tea Party Bonus Round in the game the progressive jackpot appeared to have been triggered as a character took sugar in their tea. A message was displayed to the player which gave the progressive win amount as "NaN" and the total win amount at the bottom of the screen as the bonus round win without any progressive amount included. At the end of the bonus round the progressive win was again displayed as NaN along side the total bonus round win and a total which displayed only the bonus round win without the progressive win.

We received a number of progressive win claims that day and the game was removed from site and mobile as quickly as possible while we investigated the issue.

We fully understand how disappointing this must be for the players who were affected and are in the process of contacting them to apologize and explain the situation. As always please feel free to PM if you have any queries.

Now there's a surprise.:mad:
 

ilovejesus

Full Member
Joined
Dec 15, 2010
Location
GREAT BRITAIN
Hi all,

Please accept our apologies for the delay in responding to this post, our technical team and external game supplier were investigating the claimed Jackpot wins and we were unable to comment until we had complete verification of the issues.

A supplier platform software update affected several players playing the game "Adventures in Wonderland" (formally Alice's Wonderland) on our mobile site on Saturday. When any player entered the Tea Party Bonus Round in the game the progressive jackpot appeared to have been triggered as a character took sugar in their tea. A message was displayed to the player which gave the progressive win amount as "NaN" and the total win amount at the bottom of the screen as the bonus round win without any progressive amount included. At the end of the bonus round the progressive win was again displayed as NaN along side the total bonus round win and a total which displayed only the bonus round win without the progressive win.

We received a number of progressive win claims that day and the game was removed from site and mobile as quickly as possible while we investigated the issue.

We fully understand how disappointing this must be for the players who were affected and are in the process of contacting them to apologize and explain the situation. As always please feel free to PM if you have any queries.
got give you credit for being honest :thumbsup:
 

Jinn

Webmeister
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Jul 7, 2008
Location
I.S.S.
A message was displayed to the player which gave the progressive win amount as "NaN"

Just to clarify, NaN stands for 'Not a Number' and I've often seen it during program glitches, when a number should be there but can't be displayed for some reason.

We fully understand how disappointing this must be for the players who were affected and are in the process of contacting them to apologize and explain the situation.

I doubt anyone would fully understand how disappointing it is, unless you've actually seen a progressive jackpot message on your screen and then found it wasn't real!

Anyway thanks for posting the explanation here, I look forward to hearing how these players are compensated for the emotional rollercoaster due to a bug that could have been avoided with more thorough testing.
 

smoffat

Dormant account
Joined
Mar 7, 2013
Location
Wiltshire
This also happened to me early hours of Saturday morning I'm still waiting for them to get back to me with what's going on but I'm really considering get the newspapers and a solicitor involved because this is a joke!! Surely if I place a bet and it wins I should get paid, also was the jackpot even winnable if there was a "glitch"
 

Jinn

Webmeister
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This also happened to me early hours of Saturday morning I'm still waiting for them to get back to me with what's going on but I'm really considering get the newspapers and a solicitor involved because this is a joke!! Surely if I place a bet and it wins I should get paid, also was the jackpot even winnable if there was a "glitch"

I'm sorry to hear it happened to you, but legal action rarely helps in this type of matter since customers agree to the terms of service before joining, which includes terms such as:

You agree that we shall not be responsible for any loss, including loss of winnings, resulting from the website, Telebetting service or products, failing to operate correctly because of, but not limited to the following:
...
system failures, software error bugs, viruses or other faults (including errors or omissions in content);

But yes I do think this bug should have been preventable with adequate testing, and is not acceptable.

Coral's PR may at least want to offer some form of recompense to affected customers, even if they're not obliged to, and not simply an explanation and apology...
 

smoffat

Dormant account
Joined
Mar 7, 2013
Location
Wiltshire
It's just so frustrating thinking you have won a substantial amount now not so sure! Coral had good publicity the other week with the chap who nearly won a million be interesting to see how the negative publicity will affect them. It's also the waiting that's annoying the only contact I have had with them is when I phone them.
 

clees42

Experienced Member
Joined
Feb 25, 2011
Location
oulu
in my opinion it would be fair to the players if the jackpot amount is divided to all the players effected.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
The problem with such an error is the impact it has on players. It would be different if it involved a relatively small amount, but you had players all being told by the software that they had won the progressive.

This has happend before, with a bingo game in a daily paper. Due to a misprint, vast numbers of people all got the last number needed on the same day, and thousands of people were claiming the jackpot. The newspaper did manage to rely on the "malfunction voids play" rule, but the accident revealed to everyone that the game just had to be "rigged", and that the daily numbers were not random as in a proper bingo game, but that the winning cards were all predetermined, with the number sequence having been rigged to let a particular card win.

The newspaper won the battle, but lost the war. Now everyone understands that all these kinds of games are "rigged" from the outset, and can be rigged to prevent a big prize from ever being won, something that bit another paper in the ass when they never had to pay out their jackpot during an entire run of such a promotion. It was seen as rigged from the outset so that the paper would never be paying out it's million quid. In reality, it was probably down to the one card predetermined to win the million not being played.

People will still ask how an update can cause such a specific glitch as the progressive display showing a win, but without an amount being shown.

Legal action will be a problem, since they would only be able to claim "£NaN", an amount that cannot be determined. Also, after it is won, the pool is re seeded, so exactly WHO gets the big one, and who just claims the re seeded value.

Maybe too much was entrusted to the client side, and it was here that the erroneous animation got triggered, despite no instruction to that effect coming from the server, hence the NaN as after playing the animation, there was no pool value to display as the server had not sent a progressive win.

The client side should have checked for NaN before playing the progressive win clip, such check would have served as an error trap for a highly embarrassing glitch possibilty.

I ALWAYS take sugar in my tea, so I can't see myself liking this game:p
 
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