Baptism by Fire - failed Lucky Niki had entered the flames

colinsunderland

RIP Colin
Joined
Jan 28, 2016
Location
uk
The list you refer to above was not from us , its was posted by theapple referring to another casino I think
Regarding your comment on Support not knowing how to answer your question , if you PM me your username i will check it out and get back to you

Krystal

Well I asked them last night, this is the reply I got

The games on our site are constantly updated and bets with bonus funds may not be allowed today, but then added tomorrow. Due to this, we do not have a current list of games that are excluded from bonus play.

You can instead open the game you wish to play, and if you can see your bonus balance, you will be able to place bets with the bonus funds.

Keep in mind that you wager your bonus while placing bets with your real money, on all of our slot games.

I don't understand how having games that are restricted isn't a significant term, let alone a normal term that should be listed on the site. For you to refuse to give customers a list is dodgy at least. What if I deposit to use a bonus and want to play Bonanza and I find out its restricted, will you refund the deposit immediately with no playthrough requirements or fees?

I went to live chat to ask support, but, despite what you say, they weren't available.
 

brianmon

Ueber Meister
webby
mm4
Joined
May 22, 2013
Location
Cumbria
Well I asked them last night, this is the reply I got

The games on our site are constantly updated and bets with bonus funds may not be allowed today, but then added tomorrow. Due to this, we do not have a current list of games that are excluded from bonus play.

You can instead open the game you wish to play, and if you can see your bonus balance, you will be able to place bets with the bonus funds.

Keep in mind that you wager your bonus while placing bets with your real money, on all of our slot games.

I don't understand how having games that are restricted isn't a significant term, let alone a normal term that should be listed on the site. For you to refuse to give customers a list is dodgy at least. What if I deposit to use a bonus and want to play Bonanza and I find out its restricted, will you refund the deposit immediately with no playthrough requirements or fees?

I went to live chat to ask support, but, despite what you say, they weren't available.

So, maybe if someone manages to wager through a bonus on a certain game, and makes a decent withdrawal from it. Then that game is added to the list of exempt games.

Or, worse.. Maybe if YOU manage to wager through a bonus on a certain game, and makes a decent withdrawal from it. Then that game is added to your PERSONAL list of exempt games.

I'm pretty sure they're breaking UKGC rules
 

colinsunderland

RIP Colin
Joined
Jan 28, 2016
Location
uk
So, maybe if someone manages to wager through a bonus on a certain game, and makes a decent withdrawal from it. Then that game is added to the list of exempt games.

Or, worse.. Maybe if YOU manage to wager through a bonus on a certain game, and makes a decent withdrawal from it. Then that game is added to your PERSONAL list of exempt games.

I'm pretty sure they're breaking UKGC rules

To be fair, Krystal is excellent and I'm sure if she was involved she would try to sort it out in favour of the player, but she won't be there for everyone and might not work there forever.

I agree, I can't see how the terms and conditions can possibly be compliant.
 

brianmon

Ueber Meister
webby
mm4
Joined
May 22, 2013
Location
Cumbria
To be fair, Krystal is excellent and I'm sure if she was involved she would try to sort it out in favour of the player, but she won't be there for everyone and might not work there forever.

I agree, I can't see how the terms and conditions can possibly be compliant.

Agreed. Krystal, like most of the reps on CM, is probably not the decision maker, just the messenger.
It's the casino who are seeking accreditation, not Krystal. So I do hope she doesn't take any criticism personally.
 

colinsunderland

RIP Colin
Joined
Jan 28, 2016
Location
uk
Still no response to my post about passwords being sent out in plain text, which means they aren't encrypted in the database as far as I'm aware. Thats quite a security concern.
 

merlinslair

Full Member
Joined
Jul 25, 2014
Location
United Kingdom
No support what's so ever 3 days in now and not one responce from emails the bonus I got was wrong so needed help and nothing not one word
So won't be bothering anymore not good support is a huge thing for any member
 

colinsunderland

RIP Colin
Joined
Jan 28, 2016
Location
uk
No support what's so ever 3 days in now and not one responce from emails the bonus I got was wrong so needed help and nothing not one word
So won't be bothering anymore not good support is a huge thing for any member

Considering all the other problems, and lack of response from the rep, I wouldn't hold your breath.
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
Yeah, I don't think they are ready here. Once they get these problems ironed out, then they are welcome to try to BBF it again.
 

colinsunderland

RIP Colin
Joined
Jan 28, 2016
Location
uk
Its extremely concerning that the rep cba to address the fact that passwords are sent out in plain text, if passwords aren't encrypted what else isn't? Card details?
 

merlinslair

Full Member
Joined
Jul 25, 2014
Location
United Kingdom
Think the failure is very fair still to-date on my experience I've hadzero responce to several
Emails chat support are very vague and pass you on
To me personally I am a huge support follower and now we are days and days and still nothing help it's goodbye from me
Takes the Micky ,though they keep blitzing me with offers but won't. Even help on the first deposit cockup they made lol
 

colinsunderland

RIP Colin
Joined
Jan 28, 2016
Location
uk
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@Krystal_EGO any reason why playngo help files are missing over all your sites? The ones that contain the RTP?
Someone skeptical might think its to hide the RTP that you legally have to display, so I asked live chat what the RTP is on Book of Dead

I am afraid that at the moment I cannot access it either , I apolgise for the inconvenience.

Well thats great then!
 

The Viking

Paleo Meister (means really, really old)
CAG
MM
Joined
Oct 3, 2010
Location
Faroe Islands
Its the reason i stopped playing at Slotsmagic and there sister sites couple of years ago
Very slow or didnt exist replys to emails
Wasnt cool at all
@Krystal_EGO any reason why playngo help files are missing over all your sites? The ones that contain the RTP?
Someone skeptical might think its to hide the RTP that you legally have to display, so I asked live chat what the RTP is on Book of Dead

I am afraid that at the moment I cannot access it either , I apolgise for the inconvenience.

Well thats great then!
 

brianmon

Ueber Meister
webby
mm4
Joined
May 22, 2013
Location
Cumbria
@Krystal_EGO any reason why playngo help files are missing over all your sites? The ones that contain the RTP?
Someone skeptical might think its to hide the RTP that you legally have to display, so I asked live chat what the RTP is on Book of Dead

I am afraid that at the moment I cannot access it either , I apolgise for the inconvenience.

Well thats great then!
IIRC they were set at the secondary RTP of 94.xx% to start with, rather than the primary 96.xx%.
So let's hope they haven't changed to the even lower RTP
 

EGO

Official Rep: SlotsMagic, PlayOJO and DrueckGlueck
Joined
May 2, 2014
Location
Cyprus
@Krystal_EGO any reason why playngo help files are missing over all your sites? The ones that contain the RTP?
Someone skeptical might think its to hide the RTP that you legally have to display, so I asked live chat what the RTP is on Book of Dead

I am afraid that at the moment I cannot access it either , I apolgise for the inconvenience.

Well thats great then!

Thanks for pointing this out, PlaynGo serves the games to our players so they are responsible for the information on the games
We have contacted them this morning informing them of the issue and hopefully they will fix it soon
I will report back when working again

re the Support chat, i have checked the logs and i see the Agent told you she was also getting a 404 error and that maybe PlaynGo were doing updates.
So she also tried to access the game and was getting the same error and that's why she apologized and said
' I am afraid that at the moment I cannot access it either , I apolgise for the inconvenience''

so with the full facts to hand i think she handled it completely correctly, dont you ?
 

Slottery

Meister Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
Support person can't do much more in that case, agree. Bit problematic is that PnG offer their games with different RTP:s and it's up to casino which one to take and there is quite big difference between highest and lowest one and something in middle. If would play, would like to know which one casino have chosen as these differences are not actually really small ones. Hope you can get it showed shortly.
 

colinsunderland

RIP Colin
Joined
Jan 28, 2016
Location
uk
Thanks for pointing this out, PlaynGo serves the games to our players so they are responsible for the information on the games
We have contacted them this morning informing them of the issue and hopefully they will fix it soon
I will report back when working again

re the Support chat, i have checked the logs and i see the Agent told you she was also getting a 404 error and that maybe PlaynGo were doing updates.
So she also tried to access the game and was getting the same error and that's why she apologized and said
' I am afraid that at the moment I cannot access it either , I apolgise for the inconvenience''

so with the full facts to hand i think she handled it completely correctly, dont you ?

Christina was excellent on live chat and I didn't suggest she handled it incorrectly, what made you think I did? I didn't post the whole chat as it wasn't needed.

As much as PlaynGo are responsible for the help files, you are responsible for displaying the RTP, my comment at the end was aimed at that, not your chat rep.
What is the RTP on Book of Dead?
 

EGO

Official Rep: SlotsMagic, PlayOJO and DrueckGlueck
Joined
May 2, 2014
Location
Cyprus
Christina was excellent on live chat and I didn't suggest she handled it incorrectly, what made you think I did? I didn't post the whole chat as it wasn't needed.

As much as PlaynGo are responsible for the help files, you are responsible for displaying the RTP, my comment at the end was aimed at that, not your chat rep.
What is the RTP on Book of Dead?

Christina was excellent on live chat and I didn't suggest she handled it incorrectly, what made you think I did? I didn't post the whole chat as it wasn't needed.

As much as PlaynGo are responsible for the help files, you are responsible for displaying the RTP, my comment at the end was aimed at that, not your chat rep.
What is the RTP on Book of Dead?

PlaynGo have fixed the the game help now and the RTP is 94,25%
 

colinsunderland

RIP Colin
Joined
Jan 28, 2016
Location
uk
PlaynGo have fixed the the game help now and the RTP is 94,25%

Can you tell me where your DPO details are published please? I can't find it on your site and live chat refuses to tell me, or, more worryingly, give me them.

After quoting sections of the act and giving me links to the ico site to back up what she was saying, suddenly when I did the same she seemingly lost all knowledge of the law and kept saying she would forward my concerns to the relevant department :confused:
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
Can you tell me where your DPO details are published please? I can't find it on your site and live chat refuses to tell me, or, more worryingly, give me them.

After quoting sections of the act and giving me links to the ico site to back up what she was saying, suddenly when I did the same she seemingly lost all knowledge of the law and kept saying she would forward my concerns to the relevant department :confused:

I think you would be smart sending them an email instead. That way they can make sure those who knows those things will get back to you.
I know how you can sound and you are scary at times :D
 

colinsunderland

RIP Colin
Joined
Jan 28, 2016
Location
uk
I think you would be smart sending them an email instead. That way they can make sure those who knows those things will get back to you.
I know how you can sound and you are scary at times :D

As legally they have to be published, live chat don't know where it is (or who it is), and the same CS reps answer emails, asking a rep publicly for information that has to be publicly displayed by law doesn't seem to scary to me. It's a simple question that requires a link copying and pasting.
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
As legally they have to be published, live chat don't know where it is (or who it is), and the same CS reps answer emails, asking a rep publicly for information that has to be publicly displayed by law doesn't seem to scary to me. It's a simple question that requires a link copying and pasting.

Okay then, can you please tell me what DPO details mean, and in case someone else also wants to know :)
 

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