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

[mack341]

Never seen anything like it, thankfully! There are some bad casinos out there and bad CS but this was genuinely the worst. Lies and fobbing people off. If you read Trustpilot it's full of the same kind of antics.

I use to avidly read trust pilot for casino reviews, it was an eye opener to say the least. Over the years I've kind of adopted the policy of avoiding live chat etc.. like the plague, but sometimes you have to contact them. I'm always ultra polite if I can be, skyvegas's live chat was good the last time I needed it, the lad knew his stuff and was keen to help.

 

[geordiecolin]

I have a lot of catching up to do but after a busy week I am all for just slotting and catching up with folk on the phone
I look forward to some tasty reading

 

[colinsunderland]

TBF joking aside I thought it was a mistake based on the fact coral never seemed to have much of a clue regarding slots so this kind of thing could occur in that environment.

However It was also odd that they get the PnG slots up and running on their site as a complete new, exciting offering to their customers and then within a month or two switch the games to their lower rtp incarnations, why not just start with the 94% ones, then if not popular bring in the 96% ones, they did it the opposite way

Don't be fooled by GVC/Coral first line customer service, GVC are pretty much one of the biggest gambling companies in the world, they know slots inside out.

 

[Slottery]

Great findings wonder if it's soon not mandatory to have game to be connected to it's related help file and nothing else.

 

[Downsman]

Many thanks to all concerned, i've become so much more 'slot savvy' since joining this forum.
Always thought the Brit bookies were the best to play at, can we trust any of them?
I used Coral back in my matched betting days, never since fortunately.
Sky Vegas...i'll stick with you...for now.

 

[bamberfishcake]

That's terrible, they knew what you were owed and yet try to stiff you with £20 [plus wagering conditions to add insult]

You tend to think it's incompetence at first with the live chat and email customer service team, but when you've explained it for the umpteenth time and they start replying with nonsensical answers as you begin to try to pin them down, you realise they're doing it deliberately to see if you'll give up

Another example of failure being a successful part of a casino.

Its by no means an accident in my opinion. Management decide how well their staff are trained or not. Poorly trained staff or 'trained to be poor staff' are the mark of a casino not interested in handling queries only interested in stalling withdrawals and frustrating customers. The mark of a 'rogue' casino not a high street name. The mark of a bad company with no respect for their clientele.

Interesting that the twitter staff seem to be on point. If that is the case then i suggest that could be no accident either. Twitter is the most popular form of communication for the younger demographic.

Bad customer service is rife for dodgy and some not so dodgy outfits in the industry and i think the UKGC's hands are tied to a degree with that.

But! Ripping off customers like Coral and Gala have been doing will leave a permanent stain if not handled correctly.

It will send the wrong message to any new staff of a modern, target driven company who will also be tempted to do the same to improve year on year results without hesitation.

Funny how their business reports they have been struggling and profits are down. I wonder what the results will look like for the last couple of months in comparison. This also makes me wonder how far up the chain this action has OR could have been started and how much ignorance can really be used as a defense.

 

[Playford7]

Many thanks to all concerned, i've become so much more 'slot savvy' since joining this forum.
Always thought the Brit bookies were the best to play at, can we trust any of them?
I used Coral back in my matched betting days, never since fortunately.
Sky Vegas...i'll stick with you...for now.

On a whole yes they are the best bet by a country mile. As not so obsessed with SOW, affordability etc.. and they always pay.
That said the CS is woeful. Play with cash you will be fine, have a issue and meh.. not so much

 

[mack341]

Don't be fooled by GVC/Coral first line customer service, GVC are pretty much one of the biggest gambling companies in the world, they know slots inside out.

I agree they're huge so likely know what they're doing overall, but I could never fathom why they had so much playtech junking up their site and wouldn't have popular games like DOA.

Last year they added captain venture, doa/2, BOD etc...games that have been popular with players and streamers for years, so something has clicked with them realising their site needed updating. The account system, transaction history is still very good, much better than their sister firm ladbrokes, I can't even get a month's deposits/withdrawals there to show on screen, surprised they're allowed get away with that.

 

[Playford7]

I agree they're huge so likely know what they're doing overall, but I could never fathom why they had so much playtech junking up their site and wouldn't have popular games like DOA.

Last year they added captain venture, doa/2, BOD etc...games that have been popular with players and streamers for years, so something has clicked with them realising their site needed updating. The account system, transaction history is still very good, much better than their sister firm ladbrokes, I can't even get a month's deposits/withdrawals there to show on screen, surprised they're allowed get away with that.

See Ladbrokes to me are great lol.
I find the site and app superb.
Also get the odd free £5 slots, and loads of free £1 free bets all wager free.
Coral however deserted me like a ginger kid and blocked my account for nothing.
Due to this discussion before I take my daughter horse riding tomorrow I’ll make the dreaded call to coral to speak to ‘Nigel’ about why it’s blocked etc..
I’ll probably get annoyed with them within 5 minutes and hang up, but in theory I’ll try.

 

[EkJR]

See Ladbrokes to me are great lol.
I find the site and app superb.
Also get the odd free £5 slots, and loads of free £1 free bets all wager free.
Coral however deserted me like a ginger kid and blocked my account for nothing.
Due to this discussion before I take my daughter horse riding tomorrow I’ll make the dreaded call to coral to speak to ‘Nigel’ about why it’s blocked etc..
I’ll probably get annoyed with them within 5 minutes and hang up, but in theory I’ll try.

"Good day, my age is Nigel, how may I resist you"

Good luck mate, its certainly an experience.

 

[Mr_Slot5]

I agree they're huge so likely know what they're doing overall, but I could never fathom why they had so much playtech junking up their site and wouldn't have popular games like DOA.

Last year they added captain venture, doa/2, BOD etc...games that have been popular with players and streamers for years, so something has clicked with them realising their site needed updating. The account system, transaction history is still very good, much better than their sister firm ladbrokes, I can't even get a month's deposits/withdrawals there to show on screen, surprised they're allowed get away with that.

The site I can't get a simple breakdown of my deposits and withdrawals on is Paddy Power. I have searched and searched but no function seems to exist. The closest thing I can get is a break down of EVERY transaction which includes each spin on a slot. Trawling through that lot for a deposit/withdraw is nigh on impossible.

 

[colinsunderland]

I can't even get a month's deposits/withdrawals there to show on screen, surprised they're allowed get away with that.

they aren't, that's a breach of the LCCP too

 

[mack341]

See Ladbrokes to me are great lol.
I find the site and app superb.
Also get the odd free £5 slots, and loads of free £1 free bets all wager free.
Coral however deserted me like a ginger kid and blocked my account for nothing.
Due to this discussion before I take my daughter horse riding tomorrow I’ll make the dreaded call to coral to speak to ‘Nigel’ about why it’s blocked etc..
I’ll probably get annoyed with them within 5 minutes and hang up, but in theory I’ll try.

ah that might be the difference I'm stuck on a desktop pc, I haven't experienced the liberation of slotting on a phone/tablet app.

I don't mind the site layout and the way they pay without hassle, I just can't get a list of my transactions, it loads one item on the screen and that's it

 

[EkJR]

Is there a way of doing this check on mobile as well or just PC based?

 

[Playford7]

"Good day, my age is Nigel, how may I resist you"

Good luck mate, its certainly an experience.

Haha mate, that’s exactly as it will pan out! It’s a disgrace CS can be like that, it’s actually just like anti CS haha

 

[Playford7]

ah that might be the difference I'm stuck on a desktop pc, I haven't experienced the liberation of slotting on a phone/tablet app.

I don't mind the site layout and the way they pay without hassle, I just can't get a list of my transactions, it loads one item on the screen and that's it

Mate I’m a knuckle dragging offshore working scaffolder, I shudder in fear of a laptop or pc lol!. I’m purely mobile based at the moment.
But as my little one gets older I’ll need a laptop for her homework, I’ll be on here 24/7 asking for advice how to turn it on haha

 

[mack341]

The site I can't get a simple breakdown of my deposits and withdrawals on is Paddy Power. I have searched and searched but no function seems to exist. The closest thing I can get is a break down of EVERY transaction which includes each spin on a slot. Trawling through that lot for a deposit/withdraw is nigh on impossible.

I wonder is that similar to betfairs? statement>history seems to get me there on betfair, but I have got lost in an endless list of spin results.

It sounds similar to ladbrokes, they kind of intersperse gameplay and transactions, with about 10 entries max per 'load' click, it doesn't even seem to go in one time direction, I find it mind boggling and don't know why they don't use a system like coral's, being as they're part of the same merged company.

 

[Mr_Slot5]

I wonder is that similar to betfairs? statement>history seems to get me there on betfair, but I have got lost in an endless list of spin results.

It sounds similar to ladbrokes, they kind of intersperse gameplay and transactions, with about 10 entries max per 'load' click, it doesn't even seem to go in one time direction, I find it mind boggling and don't know why they don't use a system like coral's, being as they're part of the same merged company.

To be fair a simple 'payments' toggle can't be too hard to implement. Like you say, trying to navigate through a list of gameplay transactions isn't ideal to say the least.

 

[mack341]

Once my tab has run it's course I 'll try and screenshot the ladbrokes issue that I experience as it's been bugging me for a long while, it used to be okay and then they made 'improvements' to their system and it's now about as useful as a chocolate teapot

 

[ESCJAMIE]

Even thou I tend to play where RTP is higher and I do check RTP time to time, and why yes if its true they are false giving wrong RTP they need to be fined ect, But I personally dont find it such a big deal or a big issue im sure the majority of people who play slots do not care or even know what a rtp is.

 

[bamberfishcake]

Even thou I tend to play where RTP is higher and I do check RTP time to time, and why yes if its true they are false giving wrong RTP they need to be fined ect, But I personally dont find it such a big deal or a big issue im sure the majority of people who play slots do not care or even know what a rtp is.

Hey Jamie

There is no 'if its true', its happening and has been happening for a couple of months.

I agree most people dont understand what RTP is which is why its good its being talked about now in the forum but if you dont care about a slots potential then why play any Book Of Dead looking for explorers or Reactoonz seeking a garga.

Potential is whats advertised on these slots and RTP is part of that potential. Is it not the books and garga that keep you coming back? Of course it is, its all about potential.

Would anybody bother playing DOA2 if they had not seen what it can do?

I also think the potential and what a slot is capable of is one of, if not the only reason people return to the same game. Yes the theme and the way it plays is a draw but if its not returning your money do you stay in?

The first thing you look at is the return on your bet, even if that look is as basic as 'well i bet 20p and got 5p back' and how the slot is playing when having your fun surely?

Edit: One more obvious point is what they have done is deliberately pulled the wool over their customers eyes to increase profits, i mean, is this practice alone from a major bookie not enough to get you a little angry?

 

[ESCJAMIE]

Hey Jamie

There is no 'if its true', its happening and has been happening for a couple of months.

I agree most people dont understand what RTP is which is why its good its being talked about now in the forum but if you dont care about a slots potential then why play any Book Of Dead looking for explorers or Reactoonz seeking a garga.

Potential is whats advertised on these slots and RTP is part of that potential. Is it not the books and garga that keep you coming back? Of course it is, its all about potential.

Would anybody bother playing DOA2 if they had not seen what it can do?

I also think the potential and what a slot is capable of is one of, if not the only reason people return to the same game. Yes the theme and the way it plays is a draw but if its not returning your money do you stay in?

The first thing you look at is the return on your bet, even if that look is as basic as 'well i bet 20p and got 5p back' and how the slot is playing when having your fun surely?

Edit: One more obvious point is what they have done is deliberately pulled the wool over their customers eyes to increase profits, i mean, is this practice alone from a major bookie not enough to get you a little angry?

I said they should be fined and they should be publicly shamed as it is wrong I Fully agree, But is it the worse thing a casino has ever done I Dont think it is IMO, Thats why I do not see this as something which is MASSIVE just misleading , If/when we find out that the dream catcher and Monopoly wheel is Electric and has some kind of breaks on it stopping when its been told to, THAT to me would be something alot more shocking that a site says a rtp is 96 when its 94/92

 

[mack341]

These PnG games are massively popular though so that adds a lot to the issue, it undermines confidence and needs to be gotten to the bottom of.

If the forum just gave out a collective 'meh', I think that would send out a bad signal to other casinos and slot makers regarding rtp and most players interest in it being maintained as high as possible, not reduced.

Going to be interesting to see if or how the ukgc respond, they've been keen to issue fines for SOW shortcomings etc.., will something player related like this attract censure or strong criticism

 

[sufferinsilence]

I said they should be fined and they should be publicly shamed as it is wrong I Fully agree, But is it the worse thing a casino has ever done I Dont think it is IMO, Thats why I do not see this as something which is MASSIVE just misleading , If/when we find out that the dream catcher and Monopoly wheel is Electric and has some kind of breaks on it stopping when its been told to, THAT to me would be something alot more shocking that a site says a rtp is 96 when its 94/92

Misleading is misleading. Like @dunover explained earlier in this thread the theoretical difference in playtime between 96 and 94% is basically you only get half your money's worth.

Would you pay 150 for something that actually only costs 100? I mean, there's worse things being done right?

 

[ESCJAMIE]

Misleading is misleading. Like @dunover explained earlier in this thread the theoretical difference in playtime between 96 and 94% is basically you only get half your money's worth.

Would you pay 150 for something that actually only costs 100? I mean, there's worse things being done right?

"Misleading is misleading." I think there is massive scale when it comes to things what are misleading. Not everything misleading is a bad as another thing

Im not going to carry on trying to explain and justify my view on this, No-One else has to agree with me, For ME this is not a big crime as someone of you are trying to make it out to be, It is illegal it is misleading it is wrong and trashy I fully agree and would support action against these casinos . BUT Compared to other things casinos how done I find this to be no where near as bad as its being made out to be. Im not going to comment again about this, I have gave my view and it is MY view I fully respect everyone elses view on this. After all we all have different levels of what scale we think certain things are wrong,