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Progressive jackpot UNIBET

Discussion in 'Casino Complaints - Non-Bonus Issues' started by Petri, Sep 20, 2013.

    Sep 20, 2013
  1. Petri

    Petri Full Member PABnoaccred

    Occupation:
    manager
    Location:
    Europe
    Hello everyone!

    I would like to tell the forum members a story that happened to me almost 10 months ago.

    25/11/2012 I played in the "Mega Moolah" at Unibet Casino with bet size of 1,25 USD.

    I got "Mega Moolah Jackpot Wheel" bonus. I clicked “Start” and the wheel stopped on a white field , which means that I won "Mega" Jackpot. However, nothing happened, the “You Win” message did not appear. I made two photos of this picture on my old cell phone, sorry I did not know how to take screenshots. After some time, I got the message that the session is over. Internet connection was NOT interrupted, there were no error messages about Internet connection.

    It was a bit stressful situation. I called Unibet customer support in my native language, but their employee wasn’t very helpful. After about 1.5 hours, I went back into the game "Mega Moolah", and saw a new "Mega Moolah Jackpot Wheel" bonus, pushed to “Start” and won a little more than 112 dollars. There is a fundamental point - "Mega Moolah Jackpot Wheel" appears randomly.
    View attachment 42473 View attachment 42474

    I know that when a problem with the internet connection will be an informative error message with an error code , the result of the draw is not fixed and counters show zeros. In the case on "Mega Moolah Jackpot Wheel" all fields wheels are black , as was the case with a member of the forum Nicola (the screenshot is placed in the subject Winners Screenshorts 15/09/2013).

    In my case the result of the draw has been recorded because the wheel has stopped. Casino led incorrectly - they asked for photos to review, but in spite of my repeated requests, do not want to inform me about the results of the review of these pictures. In addition, they suggested that I send them in the mail a formal complaint to the Union Address without ZIP:

    Unibet PLC
    Attn. Head of Customer Service
    PO BOX 17
    Gzira
    Malta

    According to the results of a Google search, the mailbox belongs to the association of psychotherapists Malta.

    I do not think that it is very difficult to deal with these pictures, because the figures from the counters jackpots can determine at what time they were made. These photos are original and are not photoshopped.

    I am not an expert in computers and software, but in my opinion, if such a situation is possible, then it means that the players are not protected. Although the amount of the jackpot is in millions of USD. It is simply unacceptable that the casino is using in this case the term “the game got stuck”.

    Unibet sent me a report on this game from Microgaming Malta. But from this report it is not clear what was the result of this round. If the Internet connection has been interrupted, then how can I check this?
    View attachment 42475 View attachment 42476 View attachment 42477

    I complained to the LGA, but they just sent me a notice that my complaint is accepted for investigation. Despite my repeated requests, they did not inform me about the results, although information from Unibet such an investigation was sent in January, 2013.

    I contacted the Casinomeister with PAB, but 17/09/2013 PAB has been closed with status : Closed (OP AWOL), although I've always been in touch.
     
    Last edited: Sep 20, 2013
  2. Sep 20, 2013
  3. dionysus

    dionysus can turn wine into water CAG MM

    Occupation:
    n/a
    Location:
    I'm a Canucklehead
    you have to remember too, the wheel is not an accurate representation, it's eye candy, and in no way actually reflects the true odds of winning - it might well be the graphic was wrong.
    Beyond that...sorry
     
    1 person likes this.
  4. Sep 20, 2013
  5. akrus88

    akrus88 Experienced Member

    Occupation:
    Student
    Location:
    Finland
    Oh my god. That sucks sooo bad! But if the jackpot was not ment for you on that run, then it wasnt :(. Just a graphic error (although a really really bad one).
     
  6. Sep 20, 2013
  7. SlotMonster

    SlotMonster Twitch Streamer - Affiliate webmeister

    Occupation:
    Affiliate
    Location:
    Belarus
    What is unclear to me is that what was the result of that 1st bonus round?

    Also, if the OP was able to play bonus round again after logging back into the game - does it say that the bonus round has been 'restored' after some error?
     
  8. Sep 20, 2013
  9. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    Occupation:
    House-Husband and Casino Advisor
    Location:
    Bexhill on sea, England
    Yes, I agree with dionysus; the playcheck confirms you won the Minor Jackpot.

    What you saw on the screen could have been caused by a number of things, like internet connection or a "hiccup" on your computer (mine does that quite frequently) which caused the graphic to "freeze" mid-spin. It could have also have been a glitch at the casino's end.
    Either way, you didn't win the big one, sorry. :(

    KK
     
    2 people like this.
  10. Sep 20, 2013
  11. Borgie

    Borgie Senior Member

    Occupation:
    Office Manager
    Location:
    United Kingdom
    Is it that the result of the first bonus round is the result the OP got when logged back into game ? Like most games if you get logged out it just picks right back up from the same point when you log back in.

    Would like to know what happened with the PAB
     
  12. Sep 20, 2013
  13. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    The same thing happened before, although not quite the same "eye candy". In the other case, the wheel stopped at the same point, but a minor jackpot was awarded. The problem was that Microgaming had missed off some frames at the end of a movie file, one of a number that play back the "eye candy" to the player when they have won a jackpot. It lead to the same complaint, should have won millions, but got paid much less.

    This case seems similar, the movie "froze" at the wrong point, and then the casino server disconnected from the session for some reason.

    The only thing that seems odd is that upon re entering the game, the bonus wheel was restored to be played again, whereas normally with Microgaming it would show the result, which in this case would have been the played out bonus wheel showing the prize awarded. It's possible that these Mega Moolah games are coded to restore to replay the bonus wheel instead, even though the result is known from the last session.

    The other possibility is that the movie started locally when the player clicked "spin", but this never reached the casino server, and the client then aborted the movie as it ran out of "holding" frames, and with no reply from the server, could not build the end of the movie. From a design point of view, it's the worst possible abort point that could have been coded, as it implies the player just won the big jackpot. It would have been better to have the wheel freeze on the Mini under these circumstances, so whatever the actual result, it will always be the same or better for the player when the game is restored.

    I often have disconnects from Microgaming casinos, but it isn't anything to do with ME losing my internet connection. It appears to be the CASINO suffering internet connection problems at their end.

    It's probably possible to simulate this case by playing Mega Moolah to get the bonus wheel, and then pulling out the Ethernet cable (or switching off the router) just before clicking spin, and seeing if this can reproduce an "eye candy" error along similar lines to that described above. It won't be too hard to create a case where the result is the Mini jackpot, although getting the Minor will be harder.
     
  14. Sep 20, 2013
  15. sapit222

    sapit222 Senior Member MM PABaccred

    Occupation:
    Student
    Location:
    Sweden
    Must feel awful... :eek: Sorry :(
     
  16. Sep 20, 2013
  17. Petri

    Petri Full Member PABnoaccred

    Occupation:
    manager
    Location:
    Europe
    Sorry, one screenshort was missing
    View attachment 42481
     
    Last edited by a moderator: Sep 20, 2013
  18. Sep 20, 2013
  19. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    It's customary -- and only decent -- to tell the WHOLE story when you report something like this.

    To make that long story short I came to my decision regarding your case on 03 Sept and emailed you my thoughts asking if you had anything to add before I made a final decision. I didn't hear back from you -- not the first time over the course of your PAB which was submitted 12 June -- and assumed you hadn't liked my conclusions (which favoured the casino) and had dropped the matter. You saw the PAB status listing where the case was marked "Closed (OP AWOL)" and contacted me within hours to ask WTF. I explained the situation and updated your case status on my file records to simply "Closed".

    What I did not do was re-publish PAB status listing -- it typically gets updated about once a week -- so you continued to see "Closed (OP AWOL)" while my records had your case as simply "Closed". The status listing for your case has been updated accordingly.

    As to why "Closed" in the first place I think that is pretty obvious. You had not completed the game cycle -- your screenshots show a game in progress not a finished game -- and as such you can't claim to have won, or that you would win, the Mega jackpot. You want the casino to compensate you for a technical glitch but every casino on the planet has Terms that cover such circumstances the upshot of which is basically "we'll do our best but shit happens and if if does we're sorry but you can't blame us". Unibet's Terms in this case are a little more involved than that but nowhere does it say they are on the hook for winnings you MIGHT have received if the glitch hadn't happened.

    It seems you think this is unfair to players, fair enough, but (a) you and every other player accepts that risk every time you connect to an online casino and (b) when you invent a flawless and fault-free replacement for the internet as we know it then you let us know because that will be worth a hell of a lot more than the jackpot you didn't win.
     
    2 people like this.
  20. Sep 21, 2013
  21. Petri

    Petri Full Member PABnoaccred

    Occupation:
    manager
    Location:
    Europe
    Sorry, but your post is too emotional.
    I responded to all your letters not later, than within 2 days. WTF - is not from me, because is not my style.
    I didn't know methods of your work and frequency of PAB information updating - therefore I noted that the PAB is closed with the status: CLOSED (OP AWOL).
    Concerning incomplete game - for me it ended as the wheel stopped.
    I regret that didn't place my post earlier as during 2 hours I learned from forum members more than in 10 previous months.
    All many thanks!
    You can't accuse me that I elicited compensation for technical problems from Unibet. Though now I start thinking that it is good idea - if you caused to the person of inconvenience, it is desirable to compensate something especially as I were the regular customer of Unibet about 2,5 years.
    About Unibet:
    1 . They ask to send photos for review, but refuses to inform on results.
    2 . Unibet suggests to apply with the official complaint to the address to which is difficult to send letter as there is no ZIP.
    LGA Malta - without comments, is unclear as such probably in EU country (the regulator which regulates nothing).
    To me it is also unclear - why Microgaming software is considered the most reliable?
    Excuse for bad English.
     
  22. Sep 23, 2013
  23. SlotMonster

    SlotMonster Twitch Streamer - Affiliate webmeister

    Occupation:
    Affiliate
    Location:
    Belarus
    I would agree with Petri here.

    Max, can you please (if possible) tell us about the results of Unibet's investigation? Have they made any comments regarding requested photos? And which address would be the best to send an official complaint?

    Thanks!
     
  24. Sep 24, 2013
  25. Petri

    Petri Full Member PABnoaccred

    Occupation:
    manager
    Location:
    Europe
    Concerning the address Unibet - it is similar, they precisely don't know what ZIP at them :

    Here the address which is specified in T & C:
    "Unibet" is Unibet (International) of Ltd, company duly registered on the 28th March 2000 under the laws of Malta, with Company Registration No. With 26127, and having its Registered Office and Business Address at Fawwara Bldgs" Msida Road, Gzira GZR1402 Malta;

    And it is the address from a home page You must register/login in order to see the link. :
    This website is operated by Unibet International Ltd whose registered office is "Fawwara Bldgs", Msida Road, Gzira GZR 1405, Malta.
     
  26. Sep 24, 2013
  27. smokeeye

    smokeeye Experienced Member

    Occupation:
    Salesman
    Location:
    Norway
    It could be possible that since Unibet International LTD is such a big brand with some big casinos under their name (Unibet, Maria, Bingo.com etc) that their different sites are spread out (in terms of location)?
     
  28. Sep 24, 2013
  29. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    Of course I can't share their private communications with us on the subject but their conclusion was more or less what I've already said: game was not complete at the time the screenshots were taken regardless of what the OP saw, thought he saw, or hopes he saw at his end.

    As to an official complaint try the licensing body:

    Malta Lotteries and Gaming Authority
    La Concorde, Abate Rigord Street
    Ta Xbiex
    Malta MSD 12
    You must register/login in order to see the link.
    This email is not visible to you.
    Phone:
    +356 213 165 90

    Good luck with it, they haven't impressed me with their attentiveness to player issues.
     
    2 people like this.
  30. Sep 24, 2013
  31. onkel

    onkel Experienced Member PABnonaccred

    Occupation:
    webmaster
    Location:
    Larnaca, Cyprus, Cyprus
    While you did not win the jackpot, I think you may be a frontrunner in the Screenshots that suck-thread ;)

    (j/k obviously, this is literally the worst thing that I can see happening while gambling, feel for you man)
     
  32. Sep 24, 2013
  33. rena35

    rena35 Senior Member

    Occupation:
    writing/poetry
    Location:
    cyber space
    I feel bad for you and i wish there was a different outcome:(.
     
  34. Aug 1, 2014
  35. Kaur Pikhoff

    Kaur Pikhoff Dormant account

    Occupation:
    Working
    Location:
    Eesti
    I feel you bro, same thing happened with me in Olybet.com casino, game session timed out after i won the "jackpot bonus" and game timed out after i rolled out the blue symbol what is major jackpot and the price of it were 34 thousand euros. After that i reloaded the game and same here - new spin waited for me, i thought there were some same algorythm in that game and i were sure there will be same roll what in last time but no, i won the mini jackpot.
     
  36. Aug 2, 2014
  37. Johnnygotthebon

    Johnnygotthebon Banned User - violation of <a href="http://www.cas

    Occupation:
    Semi retired, online slot player
    Location:
    Canada
    Same thing happened to me with three orbs on Merlin's millions



    Somewhere between your connection and theirs, the screen froze.

    Reality is that ofnuounwithdrawal the wheel and it stops on the white as you were clearly told via their advertisement, then u should get paid the millions.

    One problem though, any one can manipulate a screen... Malfunction voids all pays. You will not be paid the millions.

    Unibet though may offer you some compensation. They are a much better casino than the one who called me a liar after the three orbs didn't trigger. Unibet is very responsible and will surely be ready to give u a little something.

    Good luck.
     

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