Get Minted Casino, defective games inept and patronising support.

peinchka

Banned User - bogus account - violation of <a href
Hello, I really need to vent about my experience with getminted casino. I hope the following rant will discourage others from playing here as they have malfuctioning games and no respect for their customers.

This is not a bonus issue though I did deposit for one initially. Just before Chirstmas they emailed me about a bonus on Christmas Eve.

I deposited for this bonus and encountered my first problem
Bonus not Credited and I had to undergo a 10 minute phonecall to get the "automatic bonus".

Now the fun began. I loaded up craps made a couple of wagers and then looked at the bonus page to make sure craps was clearing it. As I did this I noticed my account balance was now 200 less than it should have been, I assumed my wagers were just trapped in the casino game still.
However as I placed a 2nd bet it became very apparent that the craps game was defective as the amount I won was actually removed from my balance instead of credited. The craps session left me out of pocked by roughly 450.

Now I emailed support immediately note the Date Dec 24th.

Reply within 2 hours

I have checked your gameplay and i cannot see any abnormal results or errors in the game.

The wagers that you have made after the initial roll, were resulting in losses as you were not correctly predicting the outcome of the dice.
I emailed again immeditaley to tell them that this was wrong. I had definately witnessed money being taken from my balance after the final wager. I also asked them to email me the game logs for the session

Another response
I have escalated your case to the Casino Management, who will look into your query, please appreciate that as we are now in the Christmas period a response might take longer than usual due to the holidays but rest assured as soon as we have been able to investigate this issue, we will be in touch.
I was never emailed the game logs, and getminted had still not contacted me about the matter before Jan 3rd. At which point I contacted them again pointing out that their christmas staffing problems were no longer washing with me. 30 hours later I recieved a response saying

Our developers are now back in the office, however as they are based in the US we will hopefully hear back from them overnight. If not, it may be Monday before I am able to get back to you with a conclusive answer.
Of course no response by their promised deadline so on Jan 8th I had to email them again.

Finally on Jan 9th they refunded my losses

Thank you for your recent emails and allowing us the time to fully investigate the issues you were reporting with Craps.

First of all, I would like to apologise for the length of time it has taken to investigate and diagnose the problems you were encountering. This is due to the extremely esoteric nature of the issue itself.

Following a lengthy replication process we have found a bug in the game which under very specific circumstances causes a stake to be incorrectly deducted.

Where Craps allows the removal of a wager mid game, the bet is successfully removed from the table, however when the next roll occurs, the game does not recognize the reduction in wager and still deducts the stake from the balance even though it is not visible on the table. All other wager and payouts occur and pay correctly in normal game play, it is only the manual removal of a bet that causes the problem on occasions.

We have now disabled the game whilst our game team investigates further and determines a fix. Unfortunately the nature of the bug took us some time to replicate and understand which caused a delay in the removal of the game.

Having reviewed your recent game play we have determined that whilst the bug affected an extremely limited number of wagers, given the length of time it has taken us to discover the issue, it is appropriate for us to refund your entire loss whilst the game was malfunctioning.

We took the view that although only a fraction of your wagering was affected we would return the net wagering in full, reflecting as it does both affected play and funds which were genuinely lost in play. We did this as a gesture of goodwill to address your concerns and to restore your faith after being subject to an extremely rare glitch.
Now I have a huge issue with this last email.

1/ From the game logs (which I managed to retireve myself) I could clearly see that I was not paid out on any wins .. hardly esoteric.

2/ At the point where they had identified something was wrong with the craps game they did nothing to take the game offline incase anyone else was affected.

3/ The game is still online now, despite them stating its disabled

4/ I had 450 taken out of my control for 3 weeks, I was told I was wrong when I was right. I have been lied to about games being taken offline. I have had to waste my time with 18 separate emails to support. I have been lied to about dates or resultion

Getminted then chose to patronism me and claim that it is A GESTURE OF GOODWILL to refund me my money at this point. I can assure you that this is not viewed as goodwill on my part at all. Doing the bare minimum they had to and refund the money the defective game stole is not goodwill. I emailed to tell them this, and received a similarly patronising email in response. At this point I've given up all contact with them and would rather prefer to let everyone know how bad they can treat you.

Well done if you've made it this far:)
 

sbpalsam

Dormant account
Hi

I had the same problem here. I was playing craps and like you said, the amount I was winning was actually being deducted from my balance. I didn't realise it at first and then I noticed my balance was lower than I thought it should be. I carried on playing and paid more attention this time, sure enough my balance decreased when it should have increased! By the time I stopped I was 250 out of pocket.

I emailed them on Christmas Eve and got a very similar response to yours - they weren't aware of anything wrong with the game and they told me to refer to the game rules for further information!!

I was away over Christmas so was unable to follow this up. There was no further response from Getminted on my return and had given up hope of seeing my 250 again but decided to give it one more go at emailing them. This time they responded with the exact same email that you got stating that they had found a bug in the game. They refunded my 250. However, like you, I got no apology from them and they made out that they were doing me a good turn by refunding my losses despite the fact it was a bug in their game that caused these losses!! :mad:

I really doubt that they would have emailed me off their own back to admit fault with their game and refund my losses, had I not sent them another email.

I'll be staying away from this lot in the future and I hope others will too.
 

vinylweatherman

You type well loads
CAG
MM
Given that they left this defective (their admission) game live over the extended holiday, there could be MANY players who were victims of this bug. Further, it seems they are only responding when they receive a complaint, and many players have probably not noticed anything wrong.

This is yet another example of "theft through technical failure", to join the English Harbour and Mansion Video Poker incidents. It is no less serious, and should not be excused lightly.

There have also been a rash of complaints about other defects with Wagerworks software, and the software developers need to understand how SERIOUS the potential damage could be when these bugs are looked at together as representing botched, defective, and possibly "cheating" software. This Craps fault probably exists at other WW casinos, and will probably remain live till players notice, or a fix is issued by WW.
 

peinchka

Banned User - bogus account - violation of <a href
Any news on the rep?

I got an email today from them again telling me I should be delighted that they refunded me for the session. From what the write I dont even think they fully comprehend the game Im compaining about as they're making out that my balance is now more than it should have been, when all they've done is refunded me.

Would casinomeister be able to find out if they did take the defective game offline? I really dont think they did, and they'ld be happy to take money off anyone who plays there without noticing and complaining.

Really lowlives this lot.
 

lojo

Banned User - repetitive violations of <a href="ht
If the payouts are simply reversed, win=lose, lose=win... bet to lose!!! :D
 

peinchka

Banned User - bogus account - violation of <a href
Well good news, they've actually took the defective craps game offline today .. only 4 weeks after the heard it was dodgy!!

They're now claiming my session bets without the defective software would have been down between 0 and 2 ( I worked it out as break even) and thus they claim that is the outrageous goodwill they've shown towards me. (Not that the intersest on 500 for 3 weeks in my savings account would have been significantly different!!)
 

Casinomeister

Forum Cheermeister
Staff member
Thankyou, I'm new to the site so didn't know to message the rep.
Hmm, yeah right :rolleyes:

This forum member is connected to four other accounts that have been banned from here.

peinchka is welcome to contact me at his/her convenience.
 

Slotster!

I predict a riot.
CAG
Hmm, yeah right :rolleyes:

This forum member is connected to four other accounts that have been banned from here.

peinchka is welcome to contact me at his/her convenience.
Ouch! Well spotted!

Regardless of this though -- is this not a potentially genuine issue?

I knew there was a good reason to stick to slots :rolleyes:
 

vinylweatherman

You type well loads
CAG
MM
Ouch! Well spotted!

Regardless of this though -- is this not a potentially genuine issue?

I knew there was a good reason to stick to slots :rolleyes:

Is it?

If this poster has been outed for deception, could the issue itself be bogus, an attempt to get something out of GetMinted on the back of concern over other game display errors that have been reported.

If this issue was real, surely the defective game would have been pulled straight away, or GetMinted would be facing charges of fraud for leaving the defective game live for 4 weeks while players were being fleeced by the bug.
 

Slotster!

I predict a riot.
CAG
Is it?

If this poster has been outed for deception, could the issue itself be bogus, an attempt to get something out of GetMinted on the back of concern over other game display errors that have been reported.

If this issue was real, surely the defective game would have been pulled straight away, or GetMinted would be facing charges of fraud for leaving the defective game live for 4 weeks while players were being fleeced by the bug.
... hence the 'potentially' and the '?' ;)

Seems strange for a casino to pay out if they're not at fault! Not strange in fact -- unheard of!!!

Particularly a Wagerworks...

Based on CM's findings though... the guy seems like a proper balloon, so who knows!
 
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