Ladbrokes - Game malfunction? Monopoly Big Event

[gk286]

Logged in to Ladbrokes today, promo is on, wager £40 in any Monopoly slot for an instant £5 cash.
I fancy a punt so deposit £30 and load up Monopoly Big Event and stick autoplay on 100 spins, 0.20 stake.
First 100 spins dead, load up another 100. play stopped before the 100 spins as i'd set loss limit to £10 in my haste to get the spins going. I then started spinning manually, (playing on mobile device by the way)

Anyone that has played this game knows how slowww and dull the base game is, I do really enjoy the bonus though. Anyway I notice when spinning manually the spin button turns into a Stop button while the reels are spinning, sure enough I try it and get turbo like results, great! Have a few of these very quick spins and I get the bonus symbols on 3 reels...but nothing happens. I wait for a while but nothing, I took a screenshot at this point fearing the worst, I press spin and it just goes to the next spin. WTF! I'm almost £20 down at this point, I do another couple spins almost in disbelief I've been so shafted but yep that definitely seems the case.

I quit the game and load up live chat... They don't really understand what I'm saying, I upload the screenshot to them, they offer me 10 free spins to get rid of me which I politely decline and ask for the case to be escalated / investigated.
They agree but ask for the Game ID where the problem occurred, I explain I'm not sure exactly which game it was from my history but it's certainly in the last 5 spins.. they ask again for the exact ID, I discount the 2 most recent spins and give the ID's of the previous 3 spins before that to be safe as I'm sure it's within those. They close the chat and tell me i'll get an email.

Now they are emailing me saying they need the exact game ID! So annoying, I know I should have pre-empted this but am I being unreasonable asking them to look at 3 game ID's?

To make things even more interesting, I've actually loaded up the game on mobile again several hours later but can no longer stop the reels during the spin to speed it up!? Have I highlighted an issue that has been fixed?

Any advice, views, opinions welcome!

 

[TheSam469]

Tbh, I was certain that all game providers provide this somewhere within the game settings. I know netent have had it for years

 

[gk286]

Yes, I usually use it. But never found it in this game before. This was the first time i'd played it on mobile too. I've always just accepted this is a slow game.

 

[mack341]

Now they are emailing me saying they need the exact game ID! So annoying, I know I should have pre-empted this but am I being unreasonable asking them to look at 3 game ID's?

No I think you're being more than reasonable, the screenshot should give them the approx time it happened, seems like they're trying the 'if you can't give us the exact id, it didn't happen' route...I would just be as polite as possible
[for now ] and say that's the best you can do. I would have thought the slot provider [barcrest/sg?] should be able to locate a bonus trigger from their log given the info you've already provided.

The thing is with these casinos/bookie sites I always expect them to close my account if I get too aeriated, even if I'm in the right. The last time I had an issue with ladbrokes, there were 3 or 4 back and forward emails with different customer service wallies before I said right I want to escalate this to the ADR, lo and behold the next email from them resolved the complaint

 

[gk286]

I have been polite so far but just feel i'm going to get nowhere with this and it's really frustrating!
What's involved with escalating to the ADR?

 

[mack341]

I have been polite so far but just feel i'm going to get nowhere with this and it's really frustrating!
What's involved with escalating to the ADR?

I think I said something like 'I consider this reply to be your final decision, please can you send me the contact details of your ADR ' [I believe the casinos have one they specifically use, which is a bit odd and could mean the adr is biased, but in a case with black and white evidence it shouldn't affect the outcome] and then somebody new replied, apologised and resolved my complaint.

The adr is just like an ombudsman, so your complaint would be you've provided all the necessary information and ladbrokes haven't investigated the game error, something like that, but with a bit more introduction and detail etc..

 

[gk286]

Thanks for the info, appreciate it! I'll give them a bit of time and see what happens. Will keep you posted.

 

[xxshepxx]

You won't get the game I. D. On sg games on mobile. The menu is terrible and has next to no options on it.

 

[gk286]

Actually you just made me have a lightbulb moment! I was going to say I've been getting the game ID's from my account history, then I twigged, it shows my balance for each game in the history along with the ID! So using my screenshot for reference I will be able to get the exact ID!

 

[goatwack]

Actually you just made me have a lightbulb moment! I was going to say I've been getting the game ID's from my account history, then I twigged, it shows my balance for each game in the history along with the ID! So using my screenshot for reference I will be able to get the exact ID!

Brace yourself for Ladbrokes' CS suddenly not knowing what game ID means

 

[gk286]

Oh don't worry my optimism has only gone from about 0.1% to 1% now, I know what I'm dealing with!
They will probably just quote the game result from my own history that I have given the ID for

 

[gk286]

"
Hi Gk286,

Good day and I hope you are well.

This is an update regarding your missing bonus on Monopoly Madness game that was raised yesterday, 1st of July.

Gk286, we received an update from our Technical Team and upon their investigation, it shows that the game round played out correctly on our end. There is no open session for this game round and you were able to play the game after the round on the screenshot. As this game is provided by Scientific Games, we have forwarded the case to them regarding the pay table on the game round in questions.

We will keep you posted as soon as we receive a feedback from the Game Provider Scientific Games. We appreciate your patience and understanding on this matter. Take care and have a great one for now.
"

 

[ShadyFei]

"
Hi Gk286,

Good day and I hope you are well.

This is an update regarding your missing bonus on Monopoly Madness game that was raised yesterday, 1st of July.

Gk286, we received an update from our Technical Team and upon their investigation, it shows that the game round played out correctly on our end. There is no open session for this game round and you were able to play the game after the round on the screenshot. As this game is provided by Scientific Games, we have forwarded the case to them regarding the pay table on the game round in questions.

We will keep you posted as soon as we receive a feedback from the Game Provider Scientific Games. We appreciate your patience and understanding on this matter. Take care and have a great one for now.
"

What a polite PFO letter.

 

[gk286]

At least tech support looked into the issue.

 

[gk286]

Well what a shock. Guess the reels display whatever they want then.

​ Hi Gk286, Thank you contacting Ladbrokes Customer Support. This is in regards your game on the Monopoly Big Event that you reported on the 1st of July. We have received the response regarding the investigation of Game Providers. According to that, In any of the game rounds they do not see the player entering to bonus round. I hope this information has sorted your concern. Should you require further assistance on that or any other matter, please contact us via Live Chat on the website or by phone on 0800 731 6191. Enjoy the rest of your day, Kind regards, Matt Ladbrokes Customer Support

 

[goatwack]

So as we suspected

 

[DreamRJ]

So it was obviously just a visual bug, probably linked to the fact you noticed a weird quick spin. So it obviously bugged out.

As far as I am aware when I used to play this slot in the past, there was never any way to do quick spins on this slot ever. So no idea how you was even able to do it. Maybe your graphics driver was faulty. Maybe if I was you would reinstall your graphics card driver and also update your flash/browser to the latest versions.

Just thought I would share my thoughts on this issue.

 

[mack341]

According to that, In any of the game rounds they do not see the player entering to bonus round.

I hope this information has sorted your concern.

That's top ladbroke's customer servive right there, they never fail to disappoint. What does it even mean 'entering to bonus round'

I love the informal 'sorted your concern'

edit: After receiving this tripe I'd be using their TAB 1 month option a few times, hit them where it hurts in the pocket

 

[gk286]

That's top ladbroke's customer servive right there, they never fail to disappoint. What does it even mean 'entering to bonus round'

I love the informal 'sorted your concern'

edit: After receiving this tripe I'd be using their TAB 1 month option a few times, hit them where it hurts in the pocket

Excuse my ignorance, what's the TAB 1 month option?

 

[mack341]

Excuse my ignorance, what's the TAB 1 month option?

It's not that exciting like a nuclear strike on their customer service cretins but stands for 'take a break', basically a temporary account closure, a 'time out' if you will, so no email offers from them and no website access for 30 days, and then I'd renew it for a further 30.

I play mainly at the uk bookie sites, including ladbrokes, but for sixty days would spend my ladbrokes deposit money elsewhere, e.g. at will hill or betfair etc.. at least then there is a consequence to their poor customer service...I wouldn't totally cut my nose off to spite my face and permanently close the account as we may not have as many sites in the future to choose from.

 

[gk286]

I figured it was something like that I just couldn't work out the abbreviation!
I will 100% be taking an extended break at the minimum from Ladbrokes at this rate. Their explanation is not satisfactory to me.

 

[goatwack]

Another, less-used interpretation of TAB is the "Thanks And Bye!", for when a casino really p*sses you off

But we don't talk about it round these parts

 

[gk286]

AMAZING.

"Hi gk286,
This is regarding your concern on your game session on Monopoly Big Event game last 1st of July.

After a thorough review by our Specialists, you got 1 Big Event symbol in reel 1, and 3 in reel 5. According to the game rules, 3 Big Event symbols triggers a bonus, however, please be advised that these symbols MUST appear in reels 1,3, and 5
I hope that this information helps."

 

[TheAddict]

"Hey guys. Anyone able to count from 1 to 5? Need to work out what reel that symbol in the middle is on!"

"Nah mate."

"Well, we gave it a thorough try!"

 

[gk286]

The mind boggles!