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Game Problem - Casino Response Question

Discussion in 'Online Casinos' started by itsover2014, May 23, 2016.

    May 23, 2016
  1. itsover2014

    itsover2014 Experienced Member

    Occupation:
    NA
    Location:
    United Kingdom
    Hi All

    I have been playing a game at an accredited casino for a few months, that I have played elsewhere and quite enjoy. It has not been treating me well and I felt something seemed off with the payouts.

    So this weekend I had a good look into it, to find out the top possible payout (multiple of stake) on the actual real money game is actually half of what is stated in the game rules, and half what it is elsewhere. It is also half of what is on the free play version as I played both to check.

    The rules of the game, and the game itself are advertising a payout which is completely incorrect.

    I immediately sent a complaint to the casino, and have received this as the response:


    Hi

    Thank you for your reply.

    I am sorry to hear that you are disappointed with your games experience with the game. It is our game provider that supplies us with that game, we do not set the rules of the game it is the game provider that decides how the game will work. Unfortunately, can we not change the rules for this. You will have to contact our game provider and send a complaint to them. I am sorry about this but we can not do anything about the game.

    You are most welcome to contact us again if you have any questions regarding this or something else in the future. Our support is open 24/7.


    Best regards.

    I am not in the least bit happy with this.

    First off, they do not care, at all - they are really highly rated too.

    Second off, they do not state how I would contact the provider, and the casino are the ones taking money from this game.

    I will message the rep today, but I just wanted some opinions here about whether I am being over the top as I have been known to be..
     
    2 people like this.
  2. May 23, 2016
  3. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    Can't help much but can back up that casinos have 100% NO control over game designs/outcomes/spins etc etc etc.

    A polite PM to the rep is the way forward detailing your frustrations and problems but keep if friendly lol, don't get anywhere by ranting and raving lol :thumbsup:
     
  4. May 23, 2016
  5. goatwack

    goatwack Praise the Sun! CAG

    Occupation:
    Stuntman
    Location:
    Londonia
    Well of course if the game is provably wrong in its payouts then I don't see why it shouldn't be brought up. The software provider is primarily at fault but the casino shouldn't absolve themselves of blame either. They are the ones hosting the game(s) and ought to be the 'middle man' when it comes to these types of grievances.

    Because as we know, contacting software providers directly as a player is akin to urinating into the wind.....on a really blustery day.

    It's not DOA again is it? I knew that game has been diddling me again. I'm off to write Netent an invoice for money owed!!
     
    Last edited: May 23, 2016
    4 people like this.
  6. May 23, 2016
  7. itsover2014

    itsover2014 Experienced Member

    Occupation:
    NA
    Location:
    United Kingdom
    Haha not DOA sadly :p

    I agree with this though, if the game was paying out double what it should as a JP I am pretty sure the casino would be all over it..

    The rep has sent it to the developer and will let me know - will update when I hear back.
     
    1 person likes this.
  8. May 23, 2016
  9. colinsunderland

    colinsunderland Experienced Member MM webmeister

    Occupation:
    affiliate
    Location:
    uk
    Why not state what game it is, so others can double check in case you have missed something? Even if you don't state the casino, it might help as others could email where they play it too and see what response they get?

    In my view the casino is the right place to complain, and don't be fobbed of by them saying contact the provider. You don't pay the provider to play, you pay the casino.
     
    1 person likes this.
  10. May 23, 2016
  11. quber

    quber Senior Member

    Occupation:
    spy
    Location:
    Europe
    Would it be Starburst you are playing?

    That game pays both ways so the 5 OAK pays double what the paytable says:-

    250 coins per line on level 10 pays 2,500 both ways =5,000 per line X10 lines = 50,000

    If it's a different game let us know which one.
     
  12. May 23, 2016
  13. Dan.Videoslots

    Dan.Videoslots Dormant account

    Occupation:
    Games Manager
    Location:
    Malta
    Hi all,

    This is something that happened at Videoslots and we are first of all so sorry about the reply that you got from the support. We know we have got loads of complaints lately from Casinomeister regarding our support and this is something that we are taking seriously and working with internally.

    The game we are talking about his Key Bet Roulette from Barcrest and the reason why maximum payout and bet levels can differ from casino to casino is due to the risk the casino is willing to take. So with some game provider, it’s possible to do changes like that but without effecting the actual RTP. There is also in some cases where the changes don’t apply to the demo mode and that is sadly nothing we can effect but also feedback we will provide to the game provider.

    Br,

    Daniel.
     
    7 people like this.
  14. May 23, 2016
  15. itsover2014

    itsover2014 Experienced Member

    Occupation:
    NA
    Location:
    United Kingdom
    Thanks Dan, and thanks for the PM.

    Yeah so basically, while playing it, it states you can win up to 100x on the keybet slot. However the Max you can actually win at videoslots is 50x.

    Is there no way they can change the description, as it is a bit misleading!
     
  16. May 23, 2016
  17. goatwack

    goatwack Praise the Sun! CAG

    Occupation:
    Stuntman
    Location:
    Londonia
    If that is indeed the case it wouldn't kill the casino to add a side note when booting the game up, or displaying that site's percentage on the game
     
    1 person likes this.
  18. May 23, 2016
  19. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    Its been pointed out a few times in the past, Some games state win UPTO XXXX amount, But there is no way on earth you can win that much on some games unless you get a few thousand re-triggers with massive wins, But with slots like twin spin its IMPOSSIBLE to win amount, I know some slots alter the payable when changing bets, But I also know some sites decide to have less of a max bet but still state the same max win,

    @VS As you pointed out yourself there has been a few complaints about customer service, Do you all not reside in the same office?
     
  20. May 23, 2016
  21. colinsunderland

    colinsunderland Experienced Member MM webmeister

    Occupation:
    affiliate
    Location:
    uk
    If the game states you can win 100x your bet, then I'm sorry, but you should be able to win 100x your bet. If you can't then it needs changing as soon as possible or the game removing. You can't offer something that is impossible to get.

    Regarding your support I hope you do sort it out, it really lets you down, as it really is poor.
     
    1 person likes this.
  22. May 23, 2016
  23. fun4all

    fun4all Senior Member

    Occupation:
    .
    Location:
    .
    I agree with the above, but I think it falls under Advertising. I would change your sentence to "You cannot advertise something that is impossible to get". Displays on a game like "Win up to xxx" are advertising and it has to be possible.

    I also think the liability for something like this falls split equally between both the provider and the casino.
     
    1 person likes this.
  24. May 23, 2016
  25. colinsunderland

    colinsunderland Experienced Member MM webmeister

    Occupation:
    affiliate
    Location:
    uk
    Agreed, I only didn't mention advertising as I am sure there will be something in the gaming act somewhere that covers it too, otherwise you would have every slot saying win up to £1000000000 then in small print somewhere 'if you win the max win at max stake 500 times in a row' :D
     
    1 person likes this.
  26. May 23, 2016
  27. itsover2014

    itsover2014 Experienced Member

    Occupation:
    NA
    Location:
    United Kingdom
    The thing that has miffed me, I was playing expecting the keybet to pay 100x when I land it. It changes way I play the table if this is not paying 100x, I cannot believe it took me months to figure it out, but like I said before if it was paying out 200x (and stating 100x) I am pretty sure the game would be gone and probably bets voided.
     
  28. May 23, 2016
  29. brianmon

    brianmon Meister Member webby mm4

    Occupation:
    self-employed
    Location:
    uk
    Casumo have it listed as 50x, so it's obviously not fixed in the graphics of the game

    Game Problem - Casino Response Question: ScreenHunter_32 May. 23 20.38.jpg,May 23, 2016

    Game Problem - Casino Response Question: ScreenHunter_33 May. 23 20.39.jpg,May 23, 2016
     
    4 people like this.
  30. May 23, 2016
  31. brianmon

    brianmon Meister Member webby mm4

    Occupation:
    self-employed
    Location:
    uk
    The casinos obviously have more control over certain aspects of games than most are willing to admit
     
    5 people like this.
  32. May 23, 2016
  33. Dan.Videoslots

    Dan.Videoslots Dormant account

    Occupation:
    Games Manager
    Location:
    Malta
    Hi Brianmom,

    I have sent this to Scientific Games and if it's possible to change then it should be changed.

    Yes, I do sit in the same building at the support and I talk with them daily.


    Br,

    Daniel
     
  34. May 23, 2016
  35. fun4all

    fun4all Senior Member

    Occupation:
    .
    Location:
    .
    They also have complete full control over what is displayed on their website.
     
  36. May 23, 2016
  37. colinsunderland

    colinsunderland Experienced Member MM webmeister

    Occupation:
    affiliate
    Location:
    uk
    It looks like its been fixed now, I would hope you pay the thread starter the extra 50x as it clearly said 100x not 50x?
     
    1 person likes this.
  38. May 23, 2016
  39. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Surely x50 and x100 are multiples of the stake, so even if a casino is managing risk by lowering the actual max bet, it should STILL pay x100 of that reduced bet otherwise the RTP IS different because one possible outcome has been halved, which must affect the TRTP. Unless of course this is a "fruit machine", a compensated game rather than random, in which case the game RTP has little to do with the mathematical probabilities of outcomes and what they pay. A fruit machine set to a half jackpot payout will simply compensate by paying it twice as often in order to maintain the RTP.
     
    1 person likes this.

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