GVC - Coral and Galacasino showing the wrong RTP to players, possible breach of license

[slot_zombie]

Soo... Did the fabled email go out to players? Anything from the UKGC? Not affected but very interested to see the outcome.

 

[nufc 1892]

just got my 4th email back same email as before are games are regulated you can check via this link nonsense i will start an adr but is there any one can tell me how i do this as i have never had to do it before thanks

 

[bamberfishcake]

just got my 4th email back same email as before are games are regulated you can check via this link nonsense i will start an adr but is there any one can tell me how i do this as i have never had to do it before thanks

I dont know much about the ADR process. I think you may have top use their nominated but some of the other members should know.

I believe that you need to wait 8 weeks before but again somebody else should be able to confirm for you.

 

[flyerskyangle]

Can anyone show us a list with what RTP of each sites?
Really sucked by many casinos. Two days ago played at bet365,1000spins no free spin

 

[EkJR]

Absolute radio silence now. Sweep sweep

 

[bamberfishcake]

just got my 4th email back same email as before are games are regulated you can check via this link nonsense i will start an adr but is there any one can tell me how i do this as i have never had to do it before thanks

Let me know when your 8 weeks are up from the start of the complaint and i will see if i can find out the next step.

 

[VismundCygnus]

Thanks for keeping us in the loop folks. Very interested to see how this plays out.

 

[kt121212]

Any updates

 

[EkJR]

Someone who raised a case with them got a response to say they have allocated a complaints handler and they would get a response in 28 days dependant on the Coronavirus etc.

 

[colinsunderland]

good i'll post whats happened my end when i get time to write it out properly, but just moved house so loads going on at the moment and I just haven't had time yet.

 

[colinsunderland]

Just to show the most recent response from this morning, and to show I haven't given up



Thank you for your recent email.

Our intention remains to provide you with an update as soon as the investigating team have collated the details on potentially impacted players.

We are aware of your keen interest in the resolution of the matter and hope to respond in greater detail soon.

 

[jumboshrimp]

Can anyone show us a list with what RTP of each sites?
Really sucked by many casinos. Two days ago played at bet365,1000spins no free spin

Hi there, I just go to BoD right click then click settings or go to rtp in help file of a red tiger non jackpot game. I have seen them set at all kinds of percentages. Then you know to run to the hills.

 

[mack341]

Just to show the most recent response from this morning, and to show I haven't given up



Thank you for your recent email.

Our intention remains to provide you with an update as soon as the investigating team have collated the details on potentially impacted players.

We are aware of your keen interest in the resolution of the matter and hope to respond in greater detail soon.

Col sorry if I'm being a wombat but was this coral or ukgc replying?

 

[colinsunderland]

It's only been a month, you don't expect a reply from the ukgc yet do you lol

 

[hhhelllo]

Its crazy what gambling does to brain. It’s a perfect demontration of lies and the fact that they think that you are garbage. False advertisement to get your money is fine because gamblers are retarded anyway. They couldn’t any more clear. No respect, just greed.

 

[dunover]

It's only been a month, you don't expect a reply from the ukgc yet do you lol

I've been waiting 3.5 years for a response to an escalated complaint they initially turned down, so I took it to stage 2 back in September 2016.

 

[EkJR]

Response from UKGC


Gambling Commission

to me
8 hours ago

Details



Dear Mr

Thank you for contacting the Gambling Commission regarding the gambling operator Galacasino.com under the licence LC International Limited.



I understand that you are concerned that the Return to Player percentage (RTP) is lower than shown in the help files on some of the operator’s games. You have supplied some screenshots to illustrate this.



Thank you for bringing this matter to our attention. I confirm that this has now been forwarded to the relevant team.



As I’m sure you will appreciate, due to the confidential nature of any investigation that we may make, we are not able to correspond with you directly about any progress, or any action taken.

 

[mack341]

I think it should be 'was' lower, they won't get very far looking for it happening now

 

[colinsunderland]

Nice copy and paste email there, they are going to get a rant from me now

 

[colinsunderland]

I've escalated my emails with the UKGC to a full complaint about their handling of the matter, after that email yesterday. I should get a response by Friday 3rd April apperently.

 

[ChopleyIOM]

It's nice to see that the UKGC have deployed a crack team of their very best agents to handle the case.

 

[colinsunderland]

It's nice to see that the UKGC have deployed a crack team of their very best agents to handle the case.

my complaint was along the lines of, Coral were cheating customers for a month before i sent the email, its taken another 5 for them to pass the complaint to the right team. Even assuming they looked at it immediately, if I hadn't gone public, that would have been 2 months Coral were allowed to cheat customers because of their inaction.
On top of that, the UKGC are supposed to monitor casinos, clearly they weren't. The game testing we keep hearing about is clearly flawed too, or how can a game run at a lower RTP than stated. Changing the help files is clearly a change that should be reported, so how come the testing didn't discover it.
Then, after I spent hours collating the evidence, their response isn't to email and ask me to clarify anything, but a copy and paste email they sent to other customers, without even replying to my main complaint email regarding Coral.

 

[colinsunderland]

Couple of quick updates on this, the UKGC upheld my complaint on the point that it hadn't been dealt with in an appropriate timescale

I got this email from Coral this morning

We have concluded our investigation into the issue you highlighted relating to game displays. We previously stated that we would notify you of the outcome.

We have identified Gross Gaming Revenue made over and above the advertised RTP % on the affected games and channels throughout the relevant times and we are currently in discussion with the Gambling Commission about the best way to divest ourselves of this amount. We will not (as a business) be retaining any GGR made in excess of the advertised RTP.

Once again - thank you for bringing this to our attention.

I do note they haven't emailed affected customers as yet, something I have been told, on more than one occasion, they will be doing.

 

[ShadyFei]

Couple of quick updates on this, the UKGC upheld my complaint on the point that it hadn't been dealt with in an appropriate timescale

What does that mean “hadn’t been dealt with in an appropriate timescale”? By whom? The UKGC or the casino? What do they mean by “dealt with?”

 

[colinsunderland]

See my previous post where I explained what I complained to the UKGC about. They agreed it took them too long to deal with it, which was basically, pass it to another department to look at. Clearly, they are involved now though from the email from Coral.