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Microgaming problem

Discussion in 'Casino Complaints - Non-Bonus Issues' started by aidenaiden, May 3, 2015.

    May 3, 2015
  1. aidenaiden

    aidenaiden Dormant account

    Occupation:
    Professional.
    Location:
    United Kingdom
    This is relation to the roulette game provided by Microgaming via betatcasino.com.

    Had this happen a few times, but for relatively small amounts and so didn't bother me greatly. I would place a bet, which would then be accept via the "Bet Confirmed" flashing on the screen. The "Bet Total" amount would also turn white and display the amount I wagered also. Then, later, "Bet Not Confirmed" would flash and the bet would not be placed. This is especially annoying when I would actually win a wager. To add insult to injury, the stake would also be deducted from my balance.

    I brought these problems to betatcasino's attention and they said that it was out of their hands as the game was actually provided by Microgaming. They made a point of elevating this to Microgaming's attention though. Microgaming initially said it was a problem with my internet speed. This was categorically not the case, however, as I have very fast broadband. The engineer who installed it said it was probably the quickest in the town given that I am right next door to the exchange.

    Microgaming then said that the problem was due to a database timeout error.

    I just placed a £10 on roulette and won. The ball actually landed on the number and "Bet Not Confirmed" flashed and I did not win. This was after the bet being accepted through the "Bet Confirmed" flashing. I should have won £360 on that occasion.

    Has anyone else experienced this? Microgaming inform me that I am the only person to have experienced this problem.
     
  2. May 3, 2015
  3. lotusch

    lotusch Megaways Slots, as useless as salt in your coffee webby PABaccred mm2

    Occupation:
    Marketing Assistant
    Location:
    Dún Dealgan
    If you have made screenshots you might be able to prove you did make the bet m8.
    If you done that you should be ok.
    I don't play roulette online,hardly even in a landbased casino as the odds are so bad so I can't help you any further but this forum has some very knowledgable members so they might get you in the right direction with this.

    Good luck with this m8. :):)
     
  4. May 3, 2015
  5. aidenaiden

    aidenaiden Dormant account

    Occupation:
    Professional.
    Location:
    United Kingdom
    Hi,

    No screenshot. You would need to be really fast to grab a screen shot of the "Bet Confirmed" image and, anyway, constantly grabbing screenshots would make for an unpleasant gaming experience.

    Unsure why I'm persisting with the Micrograming site as it seems to have a few bugs that need ironing out. Probably, it's because I've been so impressed with the betatcasino customer service, though they do seem to be holding their hands up and blaming the other company in this instance. I've been advised to refrain from playing the live casino games on their site, and that is about the extent that they have attempted to resolve my problem, though as I said they have escalated some of my complaints.
     
  6. May 3, 2015
  7. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    Video it happening and report it to the rep. Download a trial Bandicam.
     
  8. May 4, 2015
  9. aidenaiden

    aidenaiden Dormant account

    Occupation:
    Professional.
    Location:
    United Kingdom
    I'll try and download this and get it up installed.

    As I said, a large part of the reason that I've put up with this issue for so long is because I find betatcasino to have such good customer service. Really, it is a breath of fresh air in this industry which seems to in large part attempt to prey on the customer. Nonetheless, they do appear with this matter to be avoiding responsibility and blaming Microgaming, which isn't ideal given that it is ultimately betacasino who are the service providers.
     
  10. May 4, 2015
  11. bigodz

    bigodz Newbie member

    Occupation:
    Work
    Location:
    World
    I have experienced the same at NordicBet a year ago. I'm not entirely sure what software provider they have for the live casino.
    I took some screenshots and NordicBet refunded me on those events, it was indeed a problem with the software provider.

    EDIT:
    It was indeed Microgaming, here's one of the mails exchanged:
     
  12. May 4, 2015
  13. aidenaiden

    aidenaiden Dormant account

    Occupation:
    Professional.
    Location:
    United Kingdom
    The problem with my situation is that I I've not been quick enough to grab a screenshot.

    I've managed to grab some screenshots of their background going laggy and multicoloured, and I showed them to a betatcasino rep, but that met with little success.

    The general feeling I've gotten is that Microgaming will categorically not admit liability. They also initially fobbed me off with ridiculous excuses of it being down to my own ISP, which seemed both a little unconnected to the actual problem I sent to them and, also, as stated above, was definitely not to blame given that I have fast fibreoptic broadband.

    I suppose I have on occasion been a little disappointed with betatcasino, too, even though they're always polite and respond quickly to enquiries. Especially, I was disappointed yesterday when a rep informed that they could not escalate each and every problem I experienced to Mircogaming. I don't see why not, to be frank. I believe that this exchange was actually in relation to an incident involving either £80 or £360 that I'd lost and in those circumstances, given that this is not not a trivial sum, Microgaming should be obliged to check their records. The other concern I have is whether Mircogaming would necessarily come clean even were they to find a problem with their software. Something tells me, from the vibe I've generally gotten from them, that they perhaps wouldn't. Whilst I initially thought that this was likely my being ungenerous, on reflection I don't believe that it is given that on several occasions why I know for a fact that I've not had winning paid out and have had a response from Microgaming, they told me that they found no problem. So, I know that they're not being straight with me.
     

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