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.

 

[EkJR]

Ok so they have identified a value that they made. How does that correspond to refunding players though?

 

[colinsunderland]

Ok so they have identified a value that they made. How does that correspond to refunding players though?

No idea, the full email is above, presumably that is what they are talking to the UKGC about

 

[bamberfishcake]

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.

Think that is total victory is it not?

Well done mate.

They have admitted their failings and are being dealt with by the UKGC. Cant say fairer than that i think.

A casino cannot affect players rtp like that and get turn a blind eye like they did.

I for one feel better knowing their is some kind of punishment for their actions and complete disregard to the problem presented.

Hopefully you will get some kind of financial compensation for money deposited.

 

[colinsunderland]

More scummy tactics from GVC, this has been added to most, if not all, games

The maximum win from a single game is £250,000 or 10,000xBet - whichever is reached first (depending on currency. Other Operator limits may apply).

Obviously its not often you would win that much, but, as an example, we all know DoA2 can pay 50kx+ imagine getting that once in a lifetime hit and being capped at 10000x stake.

Still waiting for the email telling everyone they were getting ripped off for over a month too.

 

[kt121212]

If that's true then the RTP should be changed to reflect that.

 

[CasinoNinja]

That's pretty standard on all Blue Print Games, are the others that say it too? (SkyVegas has the same)

 

[Reelsoffun]

Yeah a lot of games are capped at £250,000 at casino side if not provider side nothing really new on that one.

 

[Spikie]

But 10000x limit isn’t fair if you win more on lower bets .

How many wins over 10000x are from DOA2 and Lil Devil , even Jammin Jars 15000x win for the bandit would have been capped at £60000 instead of the £100000 he won at £6 stake. So £40000 worse off for the player if this rule had been there from Videoslots when he won.

This will be the next UKGC crusade hopefully.

 

[brianmon]

Yeah a lot of games are capped at £250,000 at casino side if not provider side nothing really new on that one.

Being capped at £250,000 is one thing. But being capped at 10,000x stake is something else.
That would mean a maximum win on DOA II of £900 on minimum stakes when the maximum win from the game is £9,999. Even wins in the 10,000-30,000x are regularly posted

 

[colinsunderland]

Yeah a lot of games are capped at £250,000 at casino side if not provider side nothing really new on that one.

So a lot of casinos cap DoA2 at £900 on a 9p stake? Thats the scummy bit here, the 250k, which I don't agree with, is common. 10k isn't. In fact I haven't seen any other casino do so.

 

[colinsunderland]

Thats the start of the game, hidden in the coral help files is where it states 10k x stake max win. Not sure how that is compliant with the CAP code.

 

[thr0b]

Have you got the link to this? I can't find it in their help section. I DID find this Source Of Funds info, which shows why they're not as keen as Casumo to demand it :-

Why are you checking my source of funds now?

Just like banks, after customers spend a certain amount with us, we’re obliged to check where the funds they’re using come from. Of course, we know that this is quite an inconvenient request, but it’s aimed at protecting you, our customer.

What’s in it for me?

Firstly, by providing source of funds documents, you’ll be able to continue enjoying all our products, services and bonuses. In addition, we’ll credit your account with £1,000 in cash to say thank you for your time and effort.

When will I get the £1,000 in cash?

We’ll credit the money to your account as soon as we’ve successfully completed the source of funds check. You must have sent genuine documents to show that you can afford what you spend on gambling and that the money has come from legitimate sources.

 

[Flyingslotsman]

View attachment 131616

Thats the start of the game, hidden in the coral help files is where it states 10k x stake max win. Not sure how that is compliant with the CAP code.

For real? They literally cap any wins at 10,000x? That’s fucking low. God I hope you don’t play there anymore, that’s utter filth!

 

[Flyingslotsman]

Oh and well done on pushing on this, that’s a small win for the little guys, FairPlay.

 

[Davey86]

View attachment 131616

Thats the start of the game, hidden in the coral help files is where it states 10k x stake max win. Not sure how that is compliant with the CAP code.

Does the casino cap have an effect on the rtp? If a win is generated at say 24000x, over the course of millions of spins it’s collecting that back but casino payed out less than half to player in effect taking more than half the win then receiving back through the half a million dead spins or am I getting it totally wrong?

 

[colinsunderland]

Have you got the link to this? I can't find it in their help section. I DID find this Source Of Funds info, which shows why they're not as keen as Casumo to demand it :-

You do not have permission to view link Log in or register now.

Bottom of the page where the rtp info is

 

[colinsunderland]

Is it 96.8 elsewhere?

 

[SnakeFood]

Anything that's capped under the game's own maximum prize will reduce RTP.

 

[Mr_Slot5]

Have you got the link to this? I can't find it in their help section. I DID find this Source Of Funds info, which shows why they're not as keen as Casumo to demand it :-

Not only that, they're conflating source of funds and source of wealth.

 

[colinsunderland]

Anything that's capped under the game's own maximum prize will reduce RTP.

Not necessarily. I'm guessing the full amount will be paid, then they will remove the excess on withdrawal, therefore the RTP will stay the same, and GVC will get richer. It will also explain why they now check all withdrawals before they pay.

 

[JGslots]

This is absolutely disgusting. This needs to be brought to the attention of the UKGC, it’s completely unethical to cap a win at 10,000 stake when most new volatile slots are capable of wins over that figure.

Rob

 

[colinsunderland]

This is absolutely disgusting. This needs to be brought to the attention of the UKGC, it’s completely unethical to cap a win at 10,000 stake when most new volatile slots are capable of wins over that figure.

Rob

And even worse to have it hidden at the bottom of a hidden help file, when the in game splash screen at the start states you can win over 100000 x stake, and the help file further up the page states max win is 1,000,000 coins. Lets see if @Adam_LadbrokesCoral or the other GVC staff member on here (who I said I wouldn't name) would like to comment on this issue?

 

[thr0b]

Aye. Especially as the in-game help file (which is what most people would look at) says nothing of the sort.

 

[EkJR]

More scummy tactics from GVC, this has been added to most, if not all, games

The maximum win from a single game is £250,000 or 10,000xBet - whichever is reached first (depending on currency. Other Operator limits may apply).

Obviously its not often you would win that much, but, as an example, we all know DoA2 can pay 50kx+ imagine getting that once in a lifetime hit and being capped at 10000x stake.

Still waiting for the email telling everyone they were getting ripped off for over a month too.

Still waiting for an answer on behalf of someone as well, sweep sweep I think

 

[Spikie]

@UKGC. It’s about time they have a rep here , they should use this site as a source of breaking news.

Shame on GVC . If they stand by the multiplier win cap they should be closed down immediately.