Curious Glitch with Balance

[funnymunny]

Whilst waiting for a poker tournament to start, I played a few spins on a game I've not given much time to. However only a few spins in, I noticed something wasn't right, so went to check the game history. This confirmed that (for some unknown reason and as per screen-shot below) my balance had dropped by £30.80. (At the site in question, you can only play one game at a time & I don't take bonuses (so knew this wasn't the result of an offer expiring (or similar). Also grateful that I don't use auto-play, as I'm not sure I'd have picked-up on it if that was the case).



I got onto support who investigated & after ~20mins confirmed it was a "technical error", then credited the missing funds back to my account. Not going to say who the site is though, as I've no idea if the error was caused by their own wallet, the comms with the NetEnt games, or NetEnt themselves.


Please don't think I'm posting this to start or reinforce any conspiracy theories about rigged games or sites. I did want to highlight it though & remind everyone that it's wise to keep on your balance whilst playing. Hopefully something like this is as rare as a 5 Michael's on IR (or a good win on ANY NetEnt game (excl DOA) ), but would hate for it to happen to someone else and they miss it. Keeping a check on your available balance may not be the most exciting thing to do, but it is good bankroll management.

 

[dunover]

Whilst waiting for a poker tournament to start, I played a few spins on a game I've not given much time to. However only a few spins in, I noticed something wasn't right, so went to check the game history. This confirmed that (for some unknown reason and as per screen-shot below) my balance had dropped by £30.80. (At the site in question, you can only play one game at a time & I don't take bonuses (so knew this wasn't the result of an offer expiring (or similar). Also grateful that I don't use auto-play, as I'm not sure I'd have picked-up on it if that was the case).

View attachment 51784

I got onto support who investigated & after ~20mins confirmed it was a "technical error", then credited the missing funds back to my account. Not going to say who the site is though, as I've no idea if the error was caused by their own wallet, the comms with the NetEnt games, or NetEnt themselves.


Please don't think I'm posting this to start or reinforce any conspiracy theories about rigged games or sites. I did want to highlight it though & remind everyone that it's wise to keep on your balance whilst playing. Hopefully something like this is as rare as a 5 Michael's on IR (or a good win on ANY NetEnt game (excl DOA) ), but would hate for it to happen to someone else and they miss it. Keeping a check on your available balance may not be the most exciting thing to do, but it is good bankroll management.

'Technical Error'??
That really isn't good enough IMO. It is ****ing worrying that a significant sum of cash can 'disappear' from a player's balance in that fashion, and only luck he spots it!
This begs the questions:
"Can it happen again?"
"Has it been reported before?"
"If so what was done about it?"
"How many other players have lost sums lesser or greater and not realized?"

This is potentially quite serious - if this 'software error' was found in a passenger aircraft they'd ground the lot, worldwide, immediately.

 

[funnymunny]

'Technical Error'??
That really isn't good enough IMO. It is ****ing worrying that a significant sum of cash can 'disappear' from a player's balance in that fashion, and only luck he spots it!
This begs the questions:
"Can it happen again?"
"Has it been reported before?"
"If so what was done about it?"
"How many other players have lost sums lesser or greater and not realized?"

This is potentially quite serious - if this 'software error' was found in a passenger aircraft they'd ground the lot, worldwide, immediately.

Good and valid points made & I've added to the questions I've fired back to support. I've not received commitment on timescales regarding response, but will update here as/when available.

 

[dunover]

Good and valid points made & I've added to the questions I've fired back to support. I've not received commitment on timescales regarding response, but will update here as/when available.

Let's just hope (although you said different) the error is some non-cashable £30 bonus or something that hit WR at that point rather than something more sinister.

 

[funnymunny]

Let's just hope (although you said different) the error is some non-cashable £30 bonus or something that hit WR at that point rather than something more sinister.

I can absolutely guarantee this is not the issue - as below s/shot shows, I've never taken a bonus at this site...




Hopefully be in a position to confirm response from support sooner than later.

 

[rshkrn]

Hope it never happens again.....

the opposite is always welcome tho....but can also be a technical error.... imagine my happiness when I briefly captured this screenshot just in time ....obv the "money" was gone the next instant....

 

[funnymunny]

... imagine my happiness ...

An invisible hit to bring your cashable balance to that level would be outstanding, however the casino always have their 'Malfunction voids all pays' clause to fall back on & I dare say it would be used.



I've heard back from support & stated highlights are as per below...

1) The issue is new to them.
2) The systems that control their software also have to interact with 3rd party systems. Sometimes technical errors occur.
3) As a direct result of #2 above, they have automatic systems in place to correct any errors that are detected.
4) All customer queries are fully investigated and we always try to fix the problems that cause errors and/or complaints.
5) Do not worry, enjoy our games and we guarantee your safety on our site.

It is possible that their systems eluded to in point #3 above may have detected & corrected the error in time. However as I reported it myself, I guess we'll never know.

As yet they haven't directly answered the questions asked, (has it happened before, what caused it, can it happen again (on this or any other game), was the issue with your systems or the NetEnt game, etc). However they have also said, their investigations are ongoing.

I will post any further updates as/when available.