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

[colinsunderland]

After following this thread, I am asking myself if it's really Coral to blame or PlaynGo. Awhile back I had a problem when one of their games that froze up on a feature, and contacted VS, and they returned with an explanation from Png and screenshots. Well the explanation and screenshots did not match up one bit. I called Sweden and held on along time to got someone high up, but they were not forthcoming. And back in the day, must be 5 years now they like other providers said all their games were set in stone at 96 point whatever. Funny now that Harry reports a variety of RTP's not unlike the days of RTG.

It comes to the point where the only sane thing is return to the green felt and watch a live shuffle. When you are spending more over coffee every morning on penny slots then a three day comped trip by SBM in Monaco, you need your head examined. Nice touch Bryan or whoever on the 404 page not found when I tried to get on Casino Meister, must have struck a nerve that it was the just penalty for unscrupulous behavior of operators/(not players). Funny none the less - nice one!

The RTP part of the complaint is 100% down to Coral. It is their in house help files that are incorrect, not sure how it could be down to PlaynGo, their help files aren't even available.

 

[Nordog]

The RTP part of the complaint is 100% down to Coral. It is their in house help files that are incorrect, not sure how it could be down to PlaynGo, their help files aren't even available.

Maybe some of us put part of the blame on playngo, simply cause they setup the game to allow this to happen.

 

[L&L-Jan]

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well, they have my phone number

 

[EkJR]

Maybe some of us put part of the blame on playngo, simply cause they setup the game to allow this to happen.

As part of their sales pitch they offered different RTP versions to the industry. The issue is not caused by them, it's simply that the stated RTP did not match to the one it was running on.
.
As someone else has alluded to, if punters start voting with their wallets on this and joining only the casnos with maximised RTP it may soon change some operators minds on running with lower RTP versions.

 

[nufc 1892]

after finding out about this i contacted live chat and tbh was a complete waste of time

 

[L&L-Jan]

The only thing missing is the Benny Hill Theme song.

 

[EkJR]

after finding out about this i contacted live chat and tbh was a complete waste of time

This is exactly the nonsense you go through with them. It's never ending. Someone says they will escalate it, contact them again weeks later and nobody knows anything about you, the issue or the escalation. Process repeats! An utterly shambolic organisation.

 

[colinsunderland]

exactly, I constantly get 'accidentally' disconnected when I ask anything off script too.
This threads been viewed over 6000 times, its also been posted on various other forums, you would think live chat would be briefed on it for when they get queries, even if its just to say they will get an email by the end of the week.

 

[Nate]

I might have missed it somewhere in this thread..

What exactly is the difference between their self made help file and the one from Play'n Go?

 

[SpinUk]

This thread and the subsequent support chat logs are like the gift that keeps on giving.

The fact there is a massive lack of managerial concern on this - evidenced by the clueless support responses - is making me wonder if they know something that we don’t on the UKGC spotlight on this.

I’ll say again, a criminal fraud charge isn't too far fetched as the response to this, the full net player compensation and fine should be a given, the latter compulsory as a deterrent against other casinos making this same “mistake” and also to protect the industry integrity as a whole.

 

[ChopleyIOM]

I might have missed it somewhere in this thread..

What exactly is the difference between their self made help file and the one from Play'n Go?

That information is in the very first post in the thread

 

[Nik]

if that was a smaller casino group I think it would have been torn apart by now from all fronts - refunds to affected players , fines , suspensions of license etc ....

 

[Nordog]

As part of their sales pitch they offered different RTP versions to the industry. The issue is not caused by them, it's simply that the stated RTP did not match to the one it was running on.
.
As someone else has alluded to, if punters start voting with their wallets on this and joining only the casnos with maximised RTP it may soon change some operators minds on running with lower RTP versions.

I think you missunderstood what i pointed to. That the helpfile is stores on a webpage, that Coral " hijacked" the link to and used to show wrong RTP.

 

[SpinUk]

if that was a smaller casino group I think it would have been torn apart by now from all fronts - refunds to affected players , fines , suspensions of license etc ....

Exactly - wouldn’t like to speculate further on reasons why they don’t appear concerned but I hope the integrity of the UKGC stands on this.

 

[brbns]

Checked Vavada casino about which this conversation originally started, it seems like they have removed RTP information on their Play'n Go info files completely- either I'm blind or each game I checked seems to be missing the RTP line.

 

[Fridayhigh]

I hear what you're saying Colin. But that is the problem in this industry and every other - that outsource. The operator will say they only rent them and their help files were displayed correctly to the best of their knowledge. You'll not only have to prove negligence, but also intent. And intent will be very hard to prove unless you get them to turn over internal emails. There are too many companies that are affiliated with one particular site or domain. and they all can pass the blame. and or plead ignorance.

 

[colinsunderland]

I hear what you're saying Colin. But that is the problem in this industry and every other - that outsource. The operator will say they only rent them and their help files were displayed correctly to the best of their knowledge. You'll not only have to prove negligence, but also intent. And intent will be very hard to prove unless you get them to turn over internal emails. There are too many companies that are affiliated with one particular site or domain. and they all can pass the blame. and or plead ignorance.

They are sourced from a coral.co.uk server, I have it in writing it is a department at GVC who write the files. How can they say it wasn't down to them? Especially when they have admitted fault.

 

[colinsunderland]

Well the rep hasn't been online for 2 days now, no customer seems to have had any emails yet, Gala are still showing the wrong RTP on at least one game I showed above, Coral have removed all their PnG games. We are now into the 10th day since they were alerted to the problem. Well done GVC for your top quality customer service.

 

[Kroffe]

The only thing missing is the Benny Hill Theme song.

Not anymore.
Altho a picture from battle of slots also made its way in.

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And now that ive added something valuable to the topic, i can finally point out that its funny that it says "possible breach of lice" when the thread shows on the first page.

 

[SpinUk]

I hear what you're saying Colin. But that is the problem in this industry and every other - that outsource. The operator will say they only rent them and their help files were displayed correctly to the best of their knowledge. You'll not only have to prove negligence, but also intent. And intent will be very hard to prove unless you get them to turn over internal emails. There are too many companies that are affiliated with one particular site or domain. and they all can pass the blame. and or plead ignorance.

Wrong, intent does not come into it with regard to civil law/compensation - with criminal fraud charge it would to a degree. Also Coral are the end user service provider so the buck stops legally with them. If you played any PnG games first things first i’d be asking for is a GDPR request for confirmation of all funds played there. Then write to them asking for a full refund with the corresponding UKGC handbook rules on RTP.

 

[shadow123]

Well the rep hasn't been online for 2 days now, no customer seems to have had any emails yet, Gala are still showing the wrong RTP on at least one game I showed above, Coral have removed all their PnG games. We are now into the 10th day since they were alerted to the problem. Well done GVC for your top quality customer service.

Its really unbelievable how Corals are dealing or rather not dealing with this,I can understand the magnitude
of the problem will be difficult for them to address but they dont seem to care a f**k about the regulators
or the players,surely it cant be that difficult to email the affected players saying that they have made mistakes
and are working on a resolution,
If they end up having to refund the 2% difference to all who played the games it would not cost a fortune
and would be dwarfed by the possible fine the UKGC could impose

 

[Reelsoffun]

The question of compensation, if they deciede to do it, is going to be a tricky one,
how do you work out how much a player has lost through reduced rtp,
Its possible to argue that even if a player has won playing the affected games,it has still
cost them money as extra 2% has been charged on every play so winning or losing is not really
a factor.
The only fair way would be to add up all the wagers on each individual game (bear in mind that the difference
in the rake will not the same on all the games) and calculate the overcharge factor.Good luck trying to
work that one out.
If they do compensate on that basis, i will be claiming as I lost a lot in a very short period playing play and go
and red tigers there and ended up SE with them as i so fed up with losing.

Its actually very easy for them to do it that way if they just use total wagers and refund the RTP differance eg 2% if you played through £1000 they would technically owe you £20 whether you won or lost.

 

[Matti]

Its actually very easy for them to do it that way if they just use total wagers and refund the RTP differance eg 2% if you played through £1000 they would technically owe you £20

I believe that the UKGC will probably tell Coral to give a contribution to some charity and that will be the end of this from their end

 

[SpinUk]

Its really unbelievable how Corals are dealing or rather not dealing with this,I can understand the magnitude
of the problem will be difficult for them to address but they dont seem to care a f**k about the regulators
or the players,surely it cant be that difficult to email the affected players saying that they have made mistakes
and are working on a resolution,
If they end up having to refund the 2% difference to all who played the games it would not cost a fortune
and would be dwarfed by the possible fine the UKGC could impose

You would have to be an absolute fool to accept that as compensation. It’s a regulated product, the rules are clear and exact and exist for the customer to make an informed choice as a minimum.

If there is incorrect information to make that informed choice, then you could (reasonably) argue that you spent money at that casino on that games over and above a competitor offering the same or higher rtp. They would be getting of absolutely lightly with just a fine and full net refunds. Due to the delay in acting whilst being informed of the error - as well as the delay we are seeing now, they should be taking the easy route and compensating voluntarily now.

 

[nutnut]

And people still believe slots are legit and fair. No different to poker scandals years ago, much more and worse like this goes on.

Filthy industry which adverts and affiliates need restricting massively in the uk.