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King Solomon Problems

Discussion in 'Online Casino and Poker Complaints - old section' started by Darcus, Jan 10, 2005.

    Jan 10, 2005
  1. Darcus

    Darcus Dormant account

    Occupation:
    Producer and ticket clerk
    Location:
    London
    Ok, I've just finished taking up a bonus offer after receiving a recommendation from Casinomeister.

    I started playing Pontoon at $10 a hand and was surprised when I doubled and received two cards and busted. Not being used to Pontoon I carried on playing and it happened again, so I immediately stopped.

    I checked the rules to make sure, and, as with BJ, when you double you only receive one card, so I telephoned customer support.

    I gave support all the relevant details and they said that I should stop playing Pontoon, they would look into it and send me an e-mail as soon as possible. This had so far cost me $40 ($10 doubled twice).

    So I transferred to BJ and had one of the most ridiculous losing streaks ever, but that is besides the point.

    Having waited a couple of hours I telephoned support again. This time they checked my play log and noted two errors. To which support said that they would contact RTG to find out why the error occurred and get them to refund my money!?!? I pointed out that I had no connection with RTG and that my agreement was with them, and that I shouldn't have to wait days etc for them to repay me. The support guy sounded a little aggravated but stated that the $40 had been put back on my account. Total time between change of mind and refund; 3 seconds!?!

    I then proceeded to lose it at the same rapid rate as before although I did venture another go at Pontoon which again gave me two cards on a double (fortunately didn't bust me this time).

    So with suspicious Blackjack, a severe software glitch in Pontoon and terrible customer service, how does this casino manage to get recommended by Casinomeister?

    Be warned, stay away.
     
  2. Jan 10, 2005
  3. Dirk Diggler

    Dirk Diggler Dormant account

    Occupation:
    Company Secretary
    Location:
    UK
    When playing Pontoon the minimum you can stick on is 15 - therefore if you double down and your total is less than this you will automatically get more cards until your total reaches 15 or more.

    Rather strange support did not know this, but seeing as they gave you $40 you can't really complain too much - seeing as the game was playing correctly :D

    Regarding the blackjack, this is just luck mate. You win some you lose some. Personally RTG is by far my favourite software - yes you get your bad losing streaks, but tell me a software (or land based casino for that matter) where this does not happen? It's extremely fast, doesn't put too much stress on your processor (unlike MG) and seem to have moved themselves in the right direction with the introduction of Montana for player disputes.

    If only more of them paid out quickly and without hassle.

    BTW I'd take an RTG before the vast majority of the Playtechs these days. At least you are pretty much guaranteed to get paid in the long term with Montana around.
     
  4. Jan 10, 2005
  5. Stanford

    Stanford Dormant account

    Location:
    USA
    See my warning about RTG Blackjack in the Casinos forum.

    Stanford.
     
  6. Jan 10, 2005
  7. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    Talking of ridiculous streaks,RTG Blackjack seems a lot tougher. In an RTG casino I played at last weekend,more than 80% of my doubling up produced a card with the value of 2-5. With a non-face card,it inevitably comes up with 21 against my 20 or 19. Lost 5 in a row 3 times in a combined session of about 100 hands.At $2 a hand,I lost nearly $60. Luckily,other games ie paikow poker and slots were fairer otherwise,I would have gone busted. Really,RTG blackjack just doesnt seem it used to be. With MG,at least it seems much fairer.
     
  8. Jan 10, 2005
  9. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    While slamming a casino in public, how about giving their reps the courtesy of a PM so they can do something about it, eh? :what:

    http://www.casinomeister.com/operators.html

    I would appreciate it if you would read this as well too:
    http://www.casinomeister.com/forums/showthread.php?t=6735

    Thanks!
     
  10. Jan 10, 2005
  11. arbster

    arbster Dormant account

    Location:
    UK
    TBH, that sounds like my recent experiences at a certain Boss Media casino, a Crypto and a Wagerworks. Conversely, I had a session at a Crypto last night where I only lost a single double and overall won 70% of hands in a session. It's just variance.
     
  12. Jan 10, 2005
  13. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    I hope you are right. I will just wait and see.
     
  14. Jan 10, 2005
  15. Wagerjunction

    Wagerjunction Dormant account

    Occupation:
    Aff Manager
    Location:
    London
    King Solomons Response

    I have taken my time to find out as much about your queries with us and finally i am able to respond to this particular post and would like to make the following statement.

    I am completely satisfied with the behaviour of the software on both Pontoon and Blackjack.There are always going to be winners and loosers and unfortunately Darcus you lost.We have had enough winners on our BJ and 21 games for me to be satisfied that there is nothing wrong with despite the musings of various people.

    You stated in your post that you read the rules i would like to draw your attention to the following inthe rules :

    Stand - must have 5 cards or total of 15 or more

    Essentially as Dirk says if you double and get less than 15 you will get another card .That is the way it works for Pontoon.

    The CR person gave you $40 and that is fine by us.We generally like to look after our players which i guess is one of the reasons why CasinoMeister has us on board.That however is only one of his criteria.

    I have looked at your game play and it seems that you had quite a session with the single purchase that you made.I wish that it could have been a little luckier for you but that as they say is how it goes sometimes.

    I must apologize to you for the behaviour and confusion of the staff member.We do try to be as thorough as possible in the training and induction that they receive and we are also very selective on who we hire.

    The person that you dealt with was fairly new and they will be receiving more support for the forseeable future from their supervisor on duty.I prefer to develop and keep my resources rather then warn them and loose them.

    I am not sure what errors he noticed but that is perhaps due to not knowing the rules and systems of the game.I must say that i do not expect him to know the rules of each and every single game but i do expect him to be able to find it.I am sure however that the extra $40 made up for the confusion of the staff member.

    I am not sure where the terrible customer service was and i challenge you to get $40 from any casino in the time period that you got it from us after making a single purchase and claiming the sign up bonus.

    We tend to look after our clients and our reputation.There was no glitch in the software and i am sure that you can find people who have issues with every single gaming software provider.There are number of them in this thread alone.Make no mistake i am not dismissing them,my partner casinos investigate and look at each and every single query.

    I find that generally winners dont post and well i hate to say it but people who have lost tend to feel a little bit miffed.I know i have in the past and that has been on the 2 software providers that i generally play on MGS and RTG. Randomness is a bit of a bugger sometimes

    I do hope that we have not lost you and that you will try us again in the future.

    Have a great day.

    Best Regards
    Greg
     
    Last edited: Jan 10, 2005
    1 person likes this.
  16. Jan 10, 2005
  17. arbster

    arbster Dormant account

    Location:
    UK
    Great response, Greg, and prompt too :thumbsup:

    I'll have to check out King Solomon's - an honest RTG casino backed by the Casinomeister is a rarety, and as Dirk says RTG is great software.
     
  18. Jan 11, 2005
  19. Petunia

    Petunia Dormant account

    ** Greg, I like your idea on your staff... and I like your response, but could you perhaps clarify this whole thing about the software? Could it be server related, or would you wager that it is non-existant? I do not doubt that Stan and Darcus saw 'something' ... I am the first to say that it is NOT the casinos fault when the software konks out... yet, I am wondering if you are aware of it, or became aware of it, and if not, will you take note of it now? **
     
  20. Jan 11, 2005
  21. Wagerjunction

    Wagerjunction Dormant account

    Occupation:
    Aff Manager
    Location:
    London
    Software is Fine

    Hello Petunia

    I tend to go along with Arbster -Thank you for the comments Arbster- re the RTG software ,i quite like it ,i come from a MGS background and it took a little bit of getting used to.The graphics of the games are not as nice as MGS ones but they are working on it and the new games that are bieng released are awesome.

    Now to the point -Darcus did not see anything -he did not understand the rules of the Pontoon game.He spoke to a new agent and how can they spot an error from looking at game logs.The agent was not entirely familiar with the rules of the game and gave Darcus $40.That to us is not a problem.

    We then spoke to the software provider after first establishing that the Pontoon game performed and paid out correctly according to the game logs.

    They investigated and found nothing wrong ,i doubt that they would try pull the wool over our eyes as it would not be conducive to a long lasting relationship.

    The Casinos are hosted in an extremely secure and stable location and we have a major backup strategy in case of emergencies so i can discount that theory for you as a non starter.

    Stanford is entitled to have his ideas on the software but when you are able to look at it as a whole and i am not just talking about a single Casino you can pretty soon tell if there are major variances ,and if there are major shifts we tend to investigate.

    Since King Solomons has been on the RTG platform from last May i have had queries from players and have investigated,on each occassion so far the software has proven to be fine.It is perfectly possible for a single player to experience a major variance ,a loosing streak ,i have experienced that at land based Casinos in Vegas on BJ,as a whole though month on month it seems to be fine at present.

    We often comp people who experience a major variance, but there is one thing that i have come to realize is that despite out best efforts there will always be people who have a conspiracy theory ,they are entitled to have that, that is their right ,what i can tell you without a doubt is that the group that i work for and this is the second time that i have worked for them will not tolerate any form of cheating on players wether it be intentional or unintentional.

    We are in constant contact with the software providers ,i think you would find that a Casino the size of King Solomons gets a lot of time from Software providers and should we not be happy with the performance of the software there are other options as we have proved in the past. We know that players are the most important thing there is in a Casino and if the software is not up to scratch we would be the first to let you know by making a switch.

    I can tell you that we are more than happy with the software and we know that they have allocated the necessary resources to it so that it is a well maintained and well run software


    I am also well aware that issues can occur ,they have in the past for all of the software gaming providers and we never discount that so we are as vigilant as we can be.I hope this answers your questions.

    Sorry about the Essay

    Best Regards
    Greg
     
    Last edited: Jan 11, 2005
  22. Jan 11, 2005
  23. Petunia

    Petunia Dormant account

    ** Greg, thank you. **
     
  24. Jan 11, 2005
  25. 555YY

    555YY Dormant account

    Occupation:
    "":".."|
    Location:
    PA
    rtg software is fine, if somewhat streaky

    but then again so are most of the other software providers that i have played with.

    you shouldn't complain b/c one losing session, variance can and do happen, i have had major 4 digit losses in of all of the big software providers i have played with then again i have also had similar amount of wins

    one should only complain when able to submit relevant proof (as i'm about to do regarding playtech roulette)

    on a side note, greg from Grand-- is awesome :thumbsup:

    he helped me clear up a major misunderstanding with Grand Aces and it took all of 1.5 lunch breaks :notworthy
     
  26. Jan 12, 2005
  27. Darcus

    Darcus Dormant account

    Occupation:
    Producer and ticket clerk
    Location:
    London
    Well I do appreciate the response. I have absolutely no problem with the rules of Pontoon either, so if the support staff had stated the rules I would not have had a problem. In fact, that is the reason I carried on in the first place, as I suspected it was a rule. Once support stated that they had spotted an error, I wasn't expecting to wait weeks for a resolution though. If the support staff don't know the rules, what am I to do?I also suppose matters weren't helped by the fact it took three calls to get through, getting 'the other person has cleared' message.

    I guess we can put it down to customer support variance.

    As for the gameplay, I guess we all know the score there. We rationalise it by calling it 'streaky', and we tend to remember more of the losses than the wins, and even you used the euphanism 'quite a session'. Seeing as it wasn't long...well maybe next time I'll be on the other end ot the 'streak'.

    I know everything evens out at the end of the day, I guess I just can't grasp the concept of streaky randomness.

    Anyway, thanks again for the responses, and I have no doubt that the casino is reputable, just maybe not my cup of tea.

    Best wishes
     
  28. Jan 12, 2005
  29. Wagerjunction

    Wagerjunction Dormant account

    Occupation:
    Aff Manager
    Location:
    London
    Streakiness

    Darcus its always a pleasure to respond to a query.

    In your public slamming of us you stated that you had read the rules ,i pointed out a very specific rule that you had obviously not read.

    Never mind it can happen to anybody as it seemed to have happened to my support person as well. We are all fallible are we not but it seems that everything has worked out well for all of us.

    You seem to now have had a problem getting through to us as well ,i will look into that as well,toll free numbers is one of a number of an important sources of communication for the Casinos and they are always striving to make headway.Unfortunately the waiting period seems to be a common occurrence in Call Centers worldwide no matter what industry and i am sure that a lot of us experience this sort of frustration while waiting for the next available Operator.

    I am not sure where you get three weeks from.The support staff can only do what they can do,they submit an information request to the software company and when they get information back they respond to you,luckily for us and as you had suspected there was nothing wrong with the game.Seeing as it occurred very early on a Monday morning you would probably have received a response later on that day.Most queries are resolved in a pretty short time period but obviously because of the different time zones it would have been Sunday evening in the USA and the offices of RTG are closed.

    I think that your session was very long considering the purchase that you made and the bets per hand that you were making.If you are going to pursue a high risk strategy ,win big or loose quickly that is your choice.

    I am not sure what you mean by streaky randomness,i am quite sure that i did not pen this phrase but you are more than welcome to elaborate on it for the benefit of the rest of us.

    What i did understand and am glad about is that you acknowledge that the Casino is reputable and did not cheat you in any way.Kudos to you for that.

    I appreciate that we can not be everybodies cup of tea and i wish you the best of luck with your gaming in the future.May the Gods of Gambling and for that matter streaky randomness smile down upon you. :D

    Best Regards
    Greg
     
  30. Mar 31, 2005
  31. winbig

    winbig Keep winning this amount. webby PABnononaccred

    Occupation:
    Bum
    Location:
    Pennsylvania

    Hate to re-open old threads, but I was searching for King Solomons and came across this. I just had a HUGE winning streak, winning over $700. I'd say I won about 30 out of 35 hands. Started around $5/hand, ended up at $100/hand.



    Put in my withdraw request and sent them a utility bill & my license. I talked to them earlier on the phone and they verified that I had met the WR's (40x since I played blackjack, ack), so there shouldn't be any problems. I'll be sure to post if there is though....lol...I have plenty of screenshots showing everything in this withdraw request, just in case.

    But from what they said, it should hit my Neteller acct in 5 working days. *crosses fingers*
     
    Last edited: Mar 31, 2005
  32. Mar 31, 2005
  33. Wagerjunction

    Wagerjunction Dormant account

    Occupation:
    Aff Manager
    Location:
    London
    Blackjack

    I am so happy that a winner has finally posted.I can tell you for a fact that in the last 3 months our BJ games took a pasting ,i speak under correction but we are talking of a pay ration of 102% in the one month on BJ

    I was playing MHVP at a MGS the other day and i asked them for my payout %s and mine was 72% .I was about to bitch long and hard and then i remembered that 2 months ago i tiook that Casino for $10k with a $200 purchase .

    I guess what i am trying to say is that we cant win all the time and when you loose you always feel sore about it.

    There will be no issues with your payment Winbig ,well done and i hope you win some more.

    Best Regards
    Greg
     
  34. Apr 3, 2005
  35. wobble33

    wobble33 Senior Member

    Occupation:
    x
    Location:
    uk
    hi greg
    i had a great time at your casino grand aces! deposited $110 and got $110 bonus, and took out $800! black jack was streaky, but i was lucky to up my bets at the right time, i even had a $200 double bet win! i really enjoyed playing and i will be back :thumbsup:
     
  36. Apr 4, 2005
  37. Wagerjunction

    Wagerjunction Dormant account

    Occupation:
    Aff Manager
    Location:
    London
    Winners

    That is great news -thank you for the feedback and i am glad that you have had a great time


    Best Regards
    Greg
     
  38. Apr 5, 2005
  39. winbig

    winbig Keep winning this amount. webby PABnononaccred

    Occupation:
    Bum
    Location:
    Pennsylvania
    Update

    I just wanted to post an update - my cashout request hit my neteller account this morning. They processed it on April 1, recieved it April 5...not bad considering there was a weekend inbetween.
     

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