Issue with BetOnSoft Progressive Video Poker

paul123

Dormant account
Joined
Jul 21, 2011
Location
California
Ok, this is a strange problem. I am not griping, even though I was disappointed, but this issue needs to be known, by the players AND the software people, to be helpful all around.

Here's my story. I hit a royal flush on their Rocket Jacks progressive video poker game. I like the software, it is smooth and fast. But there's an issue.

A brief description of the game. You can play in several denominations. You can play for 1-cent units, 5-cents, 10-cents, 25-cents, 50-cents, and dollars. Each time you click the button to change denomination, the jackpot will change. BUT, it will change exactly in proportion to the change in denomination. When I hit mine, for 25-cents (max coin $1.25), the jackpot was approximately 3200. So let's say it was 3210.08 for example. If you click to 50-cents, the jackpot changes to 6420.16, exactly double. If you change to dollars, it changes to 12840.32. Etc.

So anyway, I hit my royal flush and was pretty excited. Jackpot display said it was approximately 3200, I looked at my balance in the lower lefthand corner, and it now read $2502. HUH? Turns out my win was $2374 and change. Don't ask me how that is calculated, and that is the basis of my problem.

So I got on chat with Support immediately. Unfortunately, they didn't get it. First girl said I didn't play max coin. I corrected her, "Yes I did". Then she gave me another answer, it was wrong too. Finally I suggested letting me speak with someone else. The conversation was always polite, by both of us. The second Support Agent pointed out to me that the jackpot display says "3200 CREDITS", not $3200. I responded, "Oh, I see. I didn't notice that. It obviously looks like dollars, complete with decimal and cents." I resolved to say thank you, wait for my money, and then bring this up. However, I did suggest to their support that I thought they should forward our chat session to someone in charge, because this is going to be a problem with the NEXT player who gets "short-changed", and it needs to be resolved for EVERYONE'S benefit.

By the way, if "3200 credits" means 3200 quarters, then that would be $800. But I got $2374, so that is not the case. Something is very strange with the software and it MUST be resolved.

What I suspect happened is that whoever made the software is probably very smart about computers and software, but doesn't know much about video poker. lol

In the future, BetOnSoft needs to resolve this somehow. The jackpot display MUST be in dollars, and it must fit whatever denomination the player is playing! The player has to know how much he's going to win, if he wins.

So hopefully this message will get back to someone who can initiate the ball rolling to get this changed.

Just to be clear, I am not unhappy with the casino. (a little disappointed, yes) But I am happy that I can play there as an American, I am happy that I got paid, and I am happy with the software, except for this odd issue. To the casino and the software provider, I wish you luck. But change this problem so it won't be a problem. Please.

Thanks for listening,
-Paul123
 

paul123

Dormant account
Joined
Jul 21, 2011
Location
California
Did you take a screen shot? - that would be pretty useful here.

I did indeed. You'll notice that the jackpot reset at 1994.32, which does not mean "$1994.32". Frankly, I don't know what 1994.32 credits means, nor how the whole thing works. After I hit it, everything reset, naturally, even at the other denominations. In other words, 50-cents reset to "3988.64" credits, dollars would be double that, etc.

It was at 3200 and change when I hit it, which translated to $2374. Very confusing.

By the way, I checked it yesterday and it looks like someone else has also hit another royal. I wonder if the same thing happened to them.

royal-01.jpg
 

paul123

Dormant account
Joined
Jul 21, 2011
Location
California
By the way, if this gets fixed, I'm going to suggest that the casino/software provider also introduce other progressive video poker schedules. This one is 8-5 Jacks-or-Better, I would love to also see progressive Bonus Poker, Double Bonus, Double-Double Bonus, Joker Wild, Deuces Wild, etc, all progressive! Whether they all work out of the same jackpot pool or have different jackpots with each game, either way, I would be happy to be a long time customer. I would LOVE to be back playing video poker from my living room, like the old days. It would be great! :D

-Paul123
 

ThePOGG

Dormant Account
webmeister
Joined
Feb 17, 2012
Location
UK
They're wrong you're right by all appearances - the jackpot is listed in currency not coins. The only explanation i could think of is if the jackpot was listed in a currency other than $, but i can't imagine why they'd do that.
 

KasinoKing

WebMeister & Slotaholic..
webmeister
PABnonaccred
CAG
MM
Joined
Aug 25, 2004
Location
Bexhill on sea, England
They're wrong you're right by all appearances - the jackpot is listed in currency not coins. The only explanation i could think of is if the jackpot was listed in a currency other than $, but i can't imagine why they'd do that.
Yes, I agree.
The caption says "credits" not "coins".
At every casino I've ever played at, a "credit" is one unit of your chosen currency; in this case, $1.
I hope someone can get a definitive answer on this...

KK
 

paul123

Dormant account
Joined
Jul 21, 2011
Location
California
Yes, I agree.
The caption says "credits" not "coins".
At every casino I've ever played at, a "credit" is one unit of your chosen currency; in this case, $1.
I hope someone can get a definitive answer on this...

KK


I have written to the casino support again and asked them to investigate and forward the email to the software provider. I really hope I get a satisfactory explanation, because I really want to keep playing for the future. I will keep this thread updated with any info I receive.

thanks,
Paul123
 

paul123

Dormant account
Joined
Jul 21, 2011
Location
California
I have written to the casino support again and asked them to investigate and forward the email to the software provider. I really hope I get a satisfactory explanation, because I really want to keep playing for the future. I will keep this thread updated with any info I receive.

thanks,
Paul123



Ok, This has been resolved in my book. First of all I want to say that everyone was VERY HELPFUL. The Casino Support was very fast to respond and they corresponded with me several times and apparently went to quite a lot to get to the bottom of this. To them and this board, I owe an apology. The technical team at the casino has confirmed that the jackpot amount was correct when I hit it. They have also confirmed that what the jackpot display says is "credits" DOES translate to US Dollars. So what must have happened, the only possible scenario I can think happened, someone else must have hit a royal flush on that game only moments before I did, and I hadn't noticed it. There is no way I can prove that 100%, but it is the only logical conclusion. If that is the case, then it must have been only briefly, literally seconds before I hit mine. There are several different casinos feeding into the same game.

Anyway, I apology for the alarm. I want to say that I got paid, and I enjoy the feel of the software, and I enjoy the game I was playing, and I am very satisfied with the effort their Support Staff gave me.

So with that, I am sure I will continue playing there, and probably will try my luck again tonight when I get home from work.

Thanks for listening, and mark this RESOLVED.

-Paul123
 

ThePOGG

Dormant Account
webmeister
Joined
Feb 17, 2012
Location
UK
Thanks for the update Paul and i'm glad your happy.

However, if someone else hit a RF only moment before you did - which is statistically very unlikely - the casino should have been able to contact the software company who could confirm this. There's also still a discrepency in the payout even if this was the case - as the figure in the top right show the seed level is $1994.32, if a RF had been hit only moments before there should be no way that the jackpot would have climbed back to $2374.20.

You might be happy enough - and fair play to you if you are - but in my mind this casino still has questions to answer.
 

Balthazar

The Governor
Joined
Aug 14, 2012
Location
Woodbury
Thanks for listening, and mark this RESOLVED.

If everything you wrote is correct then it's not resolved at all. Does the software still have the word "credits" under the jackpot amount?

What could have happened is the progressive shown in your software wasn't up to date with the real progressive, but if there was any kind of "delay" between your software and the server where the progressive amount is stored, why did it reset right away when you won it?

What I suspect is the progressive shown on the software is "local" and isn't in real time. Could have been updated when you started playing and didn't update (from the server) during your session, which sucks. That would be a very lazy way to program a software. But then again, the simple fact that it reseted ALL denominations when you won the $0.25 progressive shows me that it's fishy, lazy and cheap programming. The guy who's playing at $1 sees his $3200 jackpot reseted because someone won a $320 jackpot on a $0.10 denomination? Horrible.

See, that's the kind of stuff you'd never see on a land-based casino but that online casinos get away with.
 

paul123

Dormant account
Joined
Jul 21, 2011
Location
California
Thanks for the update Paul and i'm glad your happy.

However, if someone else hit a RF only moment before you did - which is statistically very unlikely - the casino should have been able to contact the software company who could confirm this. There's also still a discrepency in the payout even if this was the case - as the figure in the top right show the seed level is $1994.32, if a RF had been hit only moments before there should be no way that the jackpot would have climbed back to $2374.20.

You might be happy enough - and fair play to you if you are - but in my mind this casino still has questions to answer.


I certainly don't understand how the meter is fed or deducted from. It's an interesting setup and I'd like to know how it works. What happens, for instance, if someone hits it at dollars, for $12000? What does it reset at? There must be a back-up reserve, I would not think it would reset all the way down to $4000 for dollars.

I will keep an eye on it and watch its behaviour. I'm going to continue to play. I'm still confused about it, but they assured me that the "maximum jackpot at the time I hit it was $9496 and since I was playing for quarters I got 25% of that. It's hard to believe that I didn't see it change from $12000 to $9496 right before I hit it. Perhaps I nodded off for a moment, I don't know. Or perhaps it's a mystery that I will never understand.

I'm willing to give it another chance. I will CERTAINLY report back here if anything newsworthy happens. I'm going to try to be optimistic.

It would be great to hear from someone else who hits a royal there. Casinomeister has a pretty big readership so maybe that will happen someday.

regards,
Paul123
 

paul123

Dormant account
Joined
Jul 21, 2011
Location
California
If everything you wrote is correct then it's not resolved at all. Does the software still have the word "credits" under the jackpot amount?

What could have happened is the progressive shown in your software wasn't up to date with the real progressive, but if there was any kind of "delay" between your software and the server where the progressive amount is stored, why did it reset right away when you won it?

What I suspect is the progressive shown on the software is "local" and isn't in real time. Could have been updated when you started playing and didn't update (from the server) during your session, which sucks. That would be a very lazy way to program a software. But then again, the simple fact that it reseted ALL denominations when you won the $0.25 progressive shows me that it's fishy, lazy and cheap programming. The guy who's playing at $1 sees his $3200 jackpot reseted because someone won a $320 jackpot on a $0.10 denomination? Horrible.

See, that's the kind of stuff you'd never see on a land-based casino but that online casinos get away with.


I don't know. I'm even more confused now. lol But I appreciate your input. I will report back again on this, someday. On my NEXT royal. lol
 

rockycatt

meistercatt
Joined
Oct 26, 2008
Location
Boston
on normal V P on full bet it pays 4,000 credits for a R F this rocket jacks only pays about half @1,994.32 credits so I'd wait till the pool gets over 4,0000 credits before I'd play :eek:
 

paul123

Dormant account
Joined
Jul 21, 2011
Location
California
on normal V P on full bet it pays 4,000 credits for a R F this rocket jacks only pays about half @1,994.32 credits so I'd wait till the pool gets over 4,0000 credits before I'd play :eek:

Today they assured me that "credits" means USDollars. So that "1994.32" would be $1994.32 and it was for quarters. Anyway, that's what I was told.
 

paul123

Dormant account
Joined
Jul 21, 2011
Location
California
What happens, for instance, if someone hits it at dollars, for $12000? What does it reset at? There must be a back-up reserve, I would not think it would reset all the way down to $4000 for dollars.


I just got an answer to this question only moments ago. When I left to work this morning the jackpot was about $2600 for quarters and 4X that for dollars, $10400. I'm home now, it is evening time, and I prepared myself to enjoy a little video poker in my recliner chair. I logged in, and SURPRISE! The quarter jackpot is currently $1060 and the dollar jackpot is 4x that, $4200. So, apparently someone hit it today for dollars, and that is how it works. I think I'll just go to bed. lol

On the bright side of things, it seems to rise pretty fast.

Maybe someone from Casinomeister hit it. If so, we need a trip report!, please. :D

-Paul123
 

Nifty29

Dormant account
Joined
Jun 20, 2001
Location
Turn right, then right. then right again
I just got an answer to this question only moments ago. When I left to work this morning the jackpot was about $2600 for quarters and 4X that for dollars, $10400. I'm home now, it is evening time, and I prepared myself to enjoy a little video poker in my recliner chair. I logged in, and SURPRISE! The quarter jackpot is currently $1060 and the dollar jackpot is 4x that, $4200. So, apparently someone hit it today for dollars, and that is how it works. I think I'll just go to bed. lol

On the bright side of things, it seems to rise pretty fast.

Maybe someone from Casinomeister hit it. If so, we need a trip report!, please. :D

-Paul123

Sorry, but any way I look at this progressive system, it doesn't make sense.

If it were me, I would PAB to claim the remainder of your winnings, or at least to force the casino to explain this situation more clearly.
 

paul123

Dormant account
Joined
Jul 21, 2011
Location
California


Hello again, this is October and the original problem was in August.

THIS IS NOT RESOLVED!

Last time, I allowed them to convince myself that I must have fallen asleep and not realized someone else had hit the jackpot. So, I convinced myself that all was ok and have continued playing. All is NOT ok! I hit another royal flush two days ago, and SAME PROBLEM! They shorted me $800.

Now, I'll tell you, this time I was wide awake. I have been around and around with their Support and their Support has forwarded the complaint to the software Tech Dept and everyone assures me the software paid me correctly. NO! It did NOT! The same exact thing happened this time as happened two months ago. Royal flushes are not easy to hit. Their Support has assured me that the meter display IS in USDollars. Each time the software has paid me exactly $800 less than what the meter display said. So, does lightning strike twice in the same bottle? I don't think so.

And apparently they are done with it. I think they have searched into it as far as they are going to go. And I'm out $1600.

PLEASE, if anyone else has had a similiar problem with this software, please join in this thread. I questioned Support that surely I could not be the only one this has happened to. Anyway, they're not doing anything about it and I think they are going to brush it under the rug.

VERY FRUSTRATED!

-Paul123
 

Glunn11

Full Member
Joined
May 22, 2010
Location
Idaho
Never actually gotten the royal on Rocket Jacks, but the progressive paytable confused me too. When I asked support for an explanation, it made even less sense. Haven't played BetOnSoft since.
 

paul123

Dormant account
Joined
Jul 21, 2011
Location
California
Never actually gotten the royal on Rocket Jacks, but the progressive paytable confused me too. When I asked support for an explanation, it made even less sense. Haven't played BetOnSoft since.

What's really so dissappointing to me (besides getting shorted $1600) is that I really liked it. I love video poker, and I love progressive video poker even more. Their software was smooth and fast. I even liked the music it plays. :) I really wanted to keep playing. As an American who doesn't get to go to Vegas often, I am video-poker-starved. I was ecstatic when I discovered BetOnSoft and Rocket Jacks.

Each time I have played for 25-cents, which is my comfort level. Even for 25-cents you can still get into it a few thousand dollars in the hole. The first royal I hit in August was for $3200. Woohoo! But I was paid only $2400. :( Now this one, I drew three cards to the K-T of hearts, and Woohoo again! The meter said $2800, but I was only paid $2000. :mad:

It's too bad they are not a Casinomeister Accredited casino, or I'd get some justice. But I think they're now tired of hearing from me and are ready to be done with it. What really surprises me even more is that no one else has complained. I can't be the only person this has happened to. It's hard to hit a royal flush. What a let-down not to get the whole jackpot!
 

Nifty29

Dormant account
Joined
Jun 20, 2001
Location
Turn right, then right. then right again
Why on earth would you go BACK there after they already ripped you off last time? It's just asking for trouble, especially since nobody here could make sense of what they were saying about the RF issue last time.

It's just crazy IMO.

The first time, I felt bad for you and thought your issue was not resolved correctly by the casino.

This time, however, I have no sympathy for you as you went back knowing that something wasn't right but decided to "roll the dice" anyway.

I don't understand why people refuse to learn from their past experiences when it comes to online gambling.
 

paul123

Dormant account
Joined
Jul 21, 2011
Location
California
Why on earth would you go BACK there after they already ripped you off last time? It's just asking for trouble, especially since nobody here could make sense of what they were saying about the RF issue last time.

It's just crazy IMO.

The first time, I felt bad for you and thought your issue was not resolved correctly by the casino.

This time, however, I have no sympathy for you as you went back knowing that something wasn't right but decided to "roll the dice" anyway.

I don't understand why people refuse to learn from their past experiences when it comes to online gambling.


I am not one of "those" people. In looking back I obviously was right the first time but with all the back and forth I went through with Support the first time they even got ME convinced that I was wrong. I did not think I was "ripped off". They assured me that the jackpot had been a certain amount, and I resolved that I had fallen asleep and not realized the jackpot had been hit only moments before I hit it. Hey, it COULD happen like that. So yes, now I see that was wishful thinking. This time I was WIDE AWAKE and I know darn well what the jackpot was this time. And BOTH times it was shorted by exactly $800. So it's not a coincidence, and I didn't fall asleep. Guess what, the 3rd time's a charm. I will not be playing it again, unless they figure out the problem and admit it and resolve it.

For what it's worth, I don't think the casino has any better idea what happened than I do. This is a software tech issue. But I now blame both of them for not trying hard enough to get to the bottom of it.
 

paul123

Dormant account
Joined
Jul 21, 2011
Location
California
For what it's worth, I don't think the casino has any better idea what happened than I do. This is a software tech issue. But I now blame both of them for not trying hard enough to get to the bottom of it.


I just want this to get fixed. This is a legitimate Casino and I think a good software company too. It's not some fly-by-night joint in Panama or Venezuela or something. And the casino Support has seemed helpful, but they're stuck in the same place I am, at the mercy of the software techs that don't know what their own problem is.

And it would be nice to hear from anyone else who has hit a royal flush on their "Rocket Jacks". I can't be the only one.
 
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