Question Coral progressive jackpot won but no payout

[blkblkblk]

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.

 

[dionysus]

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.

 

[blkblkblk]

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!

 

[Jinn]

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:

https://www.casinomeister.com/forums/members/

Good luck with getting this resolved, let us know how it goes.

 

[Seaman63]

Good luck with that. I guess they will lock your account and you will never hear back.

https://www.casinomeister.com/forum...aiming-bonus-and-awful-support-service.54849/

 

[chuchu59]

Good luck with that. I guess they will lock your account and you will never hear back.

https://www.casinomeister.com/forum...aiming-bonus-and-awful-support-service.54849/

Possibly its too early to make that judgment. If it were simply a big win the casino will have a lot to lose but for a progressive it will instead give them much publicity.

 

[blkblkblk]

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!

 

[dunover]

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!

Good luck with it, and which slot was it on? (if you are willing to disclose that info at this stage.)

 

[blkblkblk]

Adventures in wonderland was the slot.

 

[dionysus]

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!

that can happen? If I recall, at least with NetEnt, that's not possible.

 

[BMWSTACK]

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. .

How were you told you won it? The screen displayed the win? How much was it?

 

[kazzi]

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

 

[Coral Support]

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

 

[chuzzleaddict]

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! 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

 

[blkblkblk]

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??).

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

(

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!

 

[blkblkblk]

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?

 

[chuzzleaddict]

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. 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

 

[blkblkblk]

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.

 

[chuzzleaddict]

FIGHT! Take it to the Commission if you have to!

 

[vinylweatherman]

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.

 

[BMWSTACK]

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]

As far as I know its the jackpot for the coral site only.

 

[Jasminebed]

What was the amount of the progressive? Has it been reset to seed value?

 

[blkblkblk]

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.

 

[vinylweatherman]

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.