Error with Dolphins Pearl 10

dealer wins

Meister Member
Joined
Oct 25, 2006
Location
London the sh$thole
My missus had a very strange issue with this slot this evening. She was playing £1 stakes, and noticed she hadnt got a win for many spins, then noticed she was getting the exact same symbols landing over and over again, each time deducting £1 from her balance. I videoed about 4 further spins, then left the slot.

She has emailed 21 Casino, but I have never seen anything like this before, must have been £60-£80.

Here are 4 screengrabs from the video I took
-kjvXuUQuHANgp11.mp4_snapshot_00.03_[2021.05.18_20.16.13].jpg -kjvXuUQuHANgp11.mp4_snapshot_00.08_[2021.05.18_20.16.23].jpg -kjvXuUQuHANgp11.mp4_snapshot_00.12_[2021.05.18_20.16.32].jpg -kjvXuUQuHANgp11.mp4_snapshot_00.17_[2021.05.18_20.16.43].jpg
Hope they manage to reimburse her.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
I would drop the rep a message, @Dawn_Branders is the new one, but as I've never seen her post you are probably better off copying @jacksparks in. Good luck getting a response though as I've been waiting about 3 weeks for one.
If they do reply, they should be in a better position to do something than customer service.
 

trancemonkey

Ueber Meister
Joined
Mar 29, 2013
Location
United Kingdom
Waiting for @trancemonkey to confirm this is what true randomness looks like! ;)
That is what you would call a) an error in the RNG (unlikely) or b) an error in the front end displaying the results of the RNG. I'd bet on the latter, though it could be the former
 

gerilege

Meister Member
PABrogue
PABnorogue
Joined
Mar 9, 2006
Location
Hungary
I had two issues with this type of frontend for Novo, at least at the casino where I can still play on my mobile.
1. This one only happened with fun money so far. After pressing spin, a dialog appears about not enough funds (there is enough play money though). After closing the dialog, the spin is completed, and it is never a winner (not the same reel results though). This gets repeated for a couple of times, then the dialog does not appear again, and a winning spin is displayed.
2. I had this both for real and fun money. I cannot reliable reproduce, but had that often enough. After a spin is completed, if I rotate my phone and rotate it back, the bet amount is changed to max. I also had this issue when I put the browser to background and brought it forward again.
 

jacksparks

Affiliate Manager for Accredited Casinos
Joined
Jun 17, 2020
Location
Malta
My missus had a very strange issue with this slot this evening. She was playing £1 stakes, and noticed she hadnt got a win for many spins, then noticed she was getting the exact same symbols landing over and over again, each time deducting £1 from her balance. I videoed about 4 further spins, then left the slot.

She has emailed 21 Casino, but I have never seen anything like this before, must have been £60-£80.

Here are 4 screengrabs from the video I took
View attachment 155046 View attachment 155047 View attachment 155048 View attachment 155049
Hope they manage to reimburse her.
Hey @dealer wins ,

I sent you a PM earlier in the week to get your details to see if i could speed up the query with support or look into it myself but got nothing back yet. If the issue is resolved all good, if not and you didn't see my pm please message me your username so i can look into it.

Regards,

Jack
 

The Reel Story

Experienced Member
Joined
May 5, 2019
Location
United Kingdom
My game is stuck like this a well. It's a graphical error. I was still getting wins, but just couldn't see them. Just seems to be stuck on the same reels. That said, it does appear to be a back end issue, as I cleared my cache etc and the game still has a problem. Works ok on mobile though,
 

dealer wins

Meister Member
Joined
Oct 25, 2006
Location
London the sh$thole
Hey @dealer wins ,

I sent you a PM earlier in the week to get your details to see if i could speed up the query with support or look into it myself but got nothing back yet. If the issue is resolved all good, if not and you didn't see my pm please message me your username so i can look into it.

Regards,

Jack
Soz, not seen your PM. My missus had an email saying "we can see 60-80 spins at £1 returning the same symbols, bt since then shes got nowhere, and had another email asking to joing live chat.

She did tonight, and it was farcical.

Here is the transcript.

She is beyond pissed off loooooooooool

Please just put the £70 back in her account, this makes my piss boil, im angry because she is a semi high roller and you are treating her like a piece of shit.



Chat started on 22 May 2021, 11:00 PM (GMT+0)​
(11:00:04)*** Visitor 9284296 joined the chat ***
(11:00:04)Visitor 9284296: 2486739
(11:00:05)Customer Support: Hi and welcome to Customer Support.
(11:00:22)*** Justin joined the chat ***
(11:00:26)Justin: Hi there
(11:00:30)Justin: How may I assist you today?
(11:00:39)Visitor 9284296: Please see ticket number 2486739
(11:00:46)Visitor 9284296: I was asked to go on live chat
(11:01:28)Justin: I will do.
(11:01:54)Justin: I will review the account for you. In order for me to assist you, could you kindly confirm your full name, date of birth, address, zipcode and phone number please? Please confirm the email address as well
(11:02:36)Visitor 9284296:
(11:03:05)Visitor 9284296:
(11:03:19)Justin: Thanks Azra for the details
(11:03:22)Justin: Allow a moment
(11:06:54)Visitor 9284296: You still there?
(11:08:05)Justin: Thanks for the patience Azra.
(11:09:34)Justin: Please elaborate on the nature of the query on the ticket you are referring to?
(11:09:48)Visitor 9284296: The details are in the ticket Justin
(11:09:51)Visitor 9284296: I was playing the above slot this evening, when I encountered a problem. I was playing at £1 stakes, and suddenly hit a streak of many spins without a win. After about 40 - 80 spins, I realised I was getting the EXACT same result every spin, at a cost of £1 a spin. I have attached the video of this after I noticed the error. Can your please look into this and refund all losing spins, which I think was about £60 worth of £1 spins.
(11:10:24)Visitor 9284296: I was then emailed and asked the following.....
(11:10:26)Visitor 9284296: Hi, Thank you for contacting casino support. Can you clarify with respect to the stake and the spins? From the content of your email, we understand that you Stake 1 Pound which activated a spin streak of 40-80 spins was this on the 1 Pound bet placed? Also as per your last line in your email could you clarify if you placed 1 Pound stakes to the value of 60 Pounds in total? Kind Regards, Casino Support
(11:11:05)Visitor 9284296: I replied to Len with the following.....
(11:11:07)Visitor 9284296: Hi Len Thanks for coming back to me. Please responses to your 2 questions below. From the content of your email, we understand that you Stake 1 Pound which activated a spin streak of 40-80 spins was this on the 1 Pound bet placed? Yes £1 stake for all spins. Also as per your last line in your email could you clarify if you placed 1 Pound stakes to the value of 60 Pounds in total? It was at least £60 worth, could have been £70 possibly. I look forward to your reply and receiving the refund. Please let me know once resolved Kind Regards Azra
(11:11:13)Visitor 9284296: You have all the information now
(11:11:19)Visitor 9284296: Plus this is on email
(11:12:07)Visitor 9284296: So...... Yes £1 stake for all spins. It was at least £60 worth, could have been £70 possibly.
(11:12:25)Visitor 9284296: I have answered the 2 questions on email and chat - what happens next please
(11:12:59)Justin: Thanks for the clarification.
(11:15:16)Justin: The email will be looked into and you will receive the feedback form the relevant team
(11:15:31)Justin: This can take some time to be reviewed and resolved.
(11:15:31)Visitor 9284296: It wont be
(11:15:43)Visitor 9284296: in the last email, I was asked to go on live chat
(11:15:55)Visitor 9284296: Are you guys confused or trying to confuse me?
(11:16:11)Visitor 9284296: Sorry but I have emailed the info and then asked to go on live chat
(11:16:19)Visitor 9284296: am I wasting my time
(11:16:31)Justin: Allow a moment I will assist with referring to the correct team
(11:16:39)Visitor 9284296: why am I being told to go on live chat, seriously
(11:16:43)Visitor 9284296: ]confused.com
(11:17:11)Visitor 9284296: you can appreicate my fustration Justin as I am going round in circles
(11:17:28)Justin: I can understand Azra.
(11:17:35)Visitor 9284296: so what happens next
(11:17:39)Visitor 9284296: its a simple query
(11:17:39)Justin: allow me a moment thanks
(11:17:44)Visitor 9284296: sure!!
(11:17:57)Visitor 9284296: is there any point being on chat
(11:18:16)Visitor 9284296: I can reply back on the email and say that I went on chat and told to wait an email reply LOL
(11:20:09)Justin: sorry to keep you. Was this incident on the last play?
(11:21:12)Visitor 9284296: all the info is on the email and ticket. This occured on Tuesday 18 May
(11:21:26)Visitor 9284296: You can see my transaction history
(11:21:33)Visitor 9284296: it was on Dolphin Pearl 10
(11:21:41)Justin: The time of the bet?
(11:21:43)Visitor 9284296: are you the right person to deal with this
(11:21:56)Visitor 9284296: they were multiple bets over a period of 20 minutes
(11:22:00)Visitor 9284296: read the info
(11:22:10)Justin: I am not able to open the attachment on the email
(11:22:10)Visitor 9284296: they were about 70 spins
(11:22:13)Visitor 9284296: not just one#
(11:22:19)Visitor 9284296: it was a video
(11:23:02)Justin: You said that a bet triggered a streak. so it was in a bonus round play?
(11:23:44)Justin: The reason you were asked to come to chat is to get all the details of the play issue to have it sent to the relevant team Azra
(11:24:05)Visitor 9284296: there was at least 70 spins at £1 where the same spin appeared but was being debited £1 each time. I have referred to it as a streak, but I am simply saying it was continuous
(11:25:04)Justin: Are you playing on mobile or desktop?
(11:25:37)Visitor 9284296: I was playing on desktop
(11:26:13)Visitor 9284296: is ther?e any other info you need or all sorted
(11:26:36)Justin: Thanks , allow a moment please.
(11:26:37)Visitor 9284296: Please refund me to £70 please, thanks
(11:26:45)Visitor 9284296: I cant stay on for much longer now
(11:28:11)Visitor 9284296: It was on Dolphin Pearl 10, 18/5 spinning for at least 70 spins at £1 with the same loosing symbols appearing on each spin, please refund £70. You will see the transaction history for all the spins including time for each spin.
(11:28:20)Visitor 9284296: I don't know what else you need?
(11:30:10)Justin: Yes have you tried using another browser?
(11:30:19)Visitor 9284296: You do not understand anything
(11:30:29)Visitor 9284296: Please arrange for the team to contact me directly
(11:30:38)Visitor 9284296: the issue occured on TUESDAY 18 MAY
(11:30:39)Visitor 9284296: not now
(11:30:45)Justin: I am following questions that is required by the relevant team,
(11:30:49)Visitor 9284296: I must have written this 4 times above
(11:31:03)Visitor 9284296: I dont have an issue with the broswer
(11:31:11)Visitor 9284296: I need my refund of £70
(11:31:19)Visitor 9284296: any other questions
(11:31:42)Visitor 9284296: I need to log off - please pass to the right team to deal with this
(11:31:49)Visitor 9284296: Hello?
(11:32:01)Visitor 9284296: please acknowledge my above request
(11:33:06)Visitor 9284296: hello?
(11:33:56)Justin: Thanks ofr your patience Azra
(11:33:58)Visitor 9284296: Will email again as not getting anywhere - you don't seem to understand the issue
(11:34:06)Justin: Thats all the information for now.
(11:34:14)Justin: I have sent this off to the relevant team.
(11:34:19)Visitor 9284296: Thank you
(11:34:53)Justin: You are welcome. Sorry for the inconvenience.
(11:34:57)Justin: May I assist you with anything else today?
(11:35:42)*** Visitor 9284296 has rated the chat Bad ***
(11:35:42)*** Visitor 9284296 has commented: terrible - no idea of my query and asking non relevant questions ***
(11:35:42)*** Visitor 9284296 left the chat ***


Len (21 Casino)
May 20, 2021, 19:53 UTC
Hi,

Thank you for contacting casino support.

Can you clarify with respect to the stake and the spins?

From the content of your email, we understand that you Stake 1 Pound which activated a spin streak of 40-80 spins was this on the 1 Pound bet placed?

Also as per your last line in your email could you clarify if you placed 1 Pound stakes to the value of 60 Pounds in total?

Kind Regards,
Casino Support
 
Last edited by a moderator:

Kroffe

เ๓ ค Ŧคภςץ ๒єคг
MM
Joined
Mar 2, 2019
Location
sweden
Soz, not seen your PM. My missus had an email saying "we can see 60-80 spins at £1 returning the same symbols, bt since then shes got nowhere, and had another email asking to joing live chat.

She did tonight, and it was farcical.

Here is the transcript.

She is beyond pissed off loooooooooool

Please just put the £70 back in her account, this makes my piss boil, im angry because she is a semi high roller and you are treating her like a piece of shit.
 
Last edited by a moderator:

dealer wins

Meister Member
Joined
Oct 25, 2006
Location
London the sh$thole
Soz, not seen your PM. My missus had an email saying "we can see 60-80 spins at £1 returning the same symbols, bt since then shes got nowhere, and had another email asking to joing live chat.

She did tonight, and it was farcical.

Here is the transcript.

She is beyond pissed off loooooooooool

Please just put the £70 back in her account, this makes my piss boil, im angry because she is a semi high roller and you are treating her like a piece of shit.
I will explain this very simply.

My partner was playing dolphins pearl 10. She was betting £1 a spin, and after about 60 or 70 bets without winning a single time, noticed that each spin was bringing in EXACTLY the same symbols, as seen in the video I posted. There is obviously an issue with the RNG, and we estimate is was between 60 and 80 spins, each at £1 where this was happening. She just wants the total of this stakes refunded, and would hope your system can easily check exactly how many spins this involved, and credit the amount back to her account.
 
Last edited by a moderator:

jacksparks

Affiliate Manager for Accredited Casinos
Joined
Jun 17, 2020
Location
Malta
Hi Dealer Wins,

Managed to find your ticket from the above information and see there has been a bit of back and forth. I've located and your account and looking at the video you posted, showing the balance and the time i've located the spin shown. There were 14 spins in a row ( the last 14 played on the game in question) which were just a debit resuting in no credit. The spin previous to those 14 spins returned a credit and many more before that resulted in credits. I am not sure why it showed the same spin for a period of spins, so that's something we will have to check with greentube when providing them the betIDs so they can look into it.

Now I can oversee it i'll make sure that they understand the query as there seems to be some confusion and they will get back to you during the week.

Regards,

Jack
 

dealer wins

Meister Member
Joined
Oct 25, 2006
Location
London the sh$thole
Hi Dealer Wins,

Managed to find your ticket from the above information and see there has been a bit of back and forth. I've located and your account and looking at the video you posted, showing the balance and the time i've located the spin shown. There were 14 spins in a row ( the last 14 played on the game in question) which were just a debit resuting in no credit. The spin previous to those 14 spins returned a credit and many more before that resulted in credits. I am not sure why it showed the same spin for a period of spins, so that's something we will have to check with greentube when providing them the betIDs so they can look into it.

Now I can oversee it i'll make sure that they understand the query as there seems to be some confusion and they will get back to you during the week.

Regards,

Jack
It was at least 60 spins without a single win, I am 100% certain of that. My partner is not trying it on, money is not important just want fairness.

As you can see she plays a lot on your site a lot.
 

The Reel Story

Experienced Member
Joined
May 5, 2019
Location
United Kingdom
As I said above, I'm currently locked in the same issue. You DO get wins. It makes a sound and credits you, you just don't see it because the graphics are broken.

If your wife checks her gameplay history, she will be able to see all of the spins and results.
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
Soz, not seen your PM. My missus had an email saying "we can see 60-80 spins at £1 returning the same symbols, bt since then shes got nowhere, and had another email asking to joing live chat.

She did tonight, and it was farcical.

Here is the transcript.

She is beyond pissed off loooooooooool

Please just put the £70 back in her account, this makes my piss boil, im angry because she is a semi high roller and you are treating her like a piece of shit.
Actually, you need to chill out a bit. No need for the aggressive, colorful language.
 

Mouse75

Experienced Member
Joined
Nov 16, 2018
Location
Southport
Ive had similar on a Novo on will hill. I could spin but front end screen didnt change at all. Balance would just go up and down. Amusing really in my case - i just left it and played something different
 

jacksparks

Affiliate Manager for Accredited Casinos
Joined
Jun 17, 2020
Location
Malta
hi @dealer wins ,

I've been informed someone has been able to look into it properly with a better understanding of the issue than compared to the previous email and chat correspondence and you will receive an email shortly.

Regards,

Jack
 

dealer wins

Meister Member
Joined
Oct 25, 2006
Location
London the sh$thole
Ive had similar on a Novo on will hill. I could spin but front end screen didnt change at all. Balance would just go up and down. Amusing really in my case - i just left it and played something different
Maybe thats what happened. All I know it must have been 60 - 80 spins, all with the exact same symbols.
 

Jono777

Ueber Meister
CAG
mm1
mm4
Joined
May 13, 2014
Location
Wolverhampton
@dealer wins

Just read that live "help" transcript and had a short, sharp reminder of why I stopped using them years ago (General for ANY casino)

Felt like fueling the car and heading for Beachy Head myself, so frustrating and really share your pain, think I need a 3rd job as a chat support agent as I got your issue right away.

Anyway I know this ain't really helping the problem but hopefully a problem shared n all that, glad the rep is now on board and things will hopefully get sorted for you soon.

PS: I'd give you/her a nice flat £100 for all the messing about but that's just me ;)
 
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