Serious questions not answered.

[dinahbrand]

I will try to make a long story as short as possible. I was playing at Vegas Joker Casino when I started to notice my balance would suddenly change without any wager. I thought this was a delay that would correct itself and kept playing. ( I know that was stupid ). But it got worse and I contacted CS. I was hoping they could see the discrepancies in my wager and balance as I played. I wagered the account down to zero and logged off because so much money was evaporating anyway.

Vegas Joker response #1: They checked and everything was fine. If I wanted to look at my playcheck and found anything wrong then I could email them again.

I looked at my playcheck and found plenty wrong. I even made screenshots to show discrepancies. But the biggest problem was what happened next. I had a zero balance and only logged in to take screenshots. I noticed that playcheck had me listed as having made a wager when I had a zero balance. This was impossible. I also took a screenshot of this. I also PM the contact person listed here.

Vegas Joker response #2: They all agreed that something was seriously wrong and would take their time to track down what happened.

So I waited and received some gibberish about a player having to push this button and collecting between plays. None of it made sense and it still did not explain the wager on a zero balance. It did not explain how I could have a balance of $20, wager $.60 and then have a balance of $17. They claimed they would get back to me again.

Vegas Joker Final response # 3: The discrepancies were due to a time lag.

So their final explainantion is that playcheck did not record my wagers until hours or days after I had played. The missing money is due to playcheck catching up. The wager on a zero balance is also due to playcheck catching up. These people belong on the Bush team. Ignore the facts and just deny anything happened. It is almost laughable. I have wheedled down to very few casinos to play at and all the casinos in this group have been removed from my computer. This is the only time I have ever seen anything like this.

 

[paul02085]

You libs just cant get over it can u, lol. Ya know whats even better? The Supreme Court, baby.

Oh yeah, i am soooo sorry you lost your money.

 

[dinahbrand]

We will survive

Hey baby to you too and do you know what color Louisiana and Mississippi are? They're red and he even ignored the people in Bible belt Mississippi. If King Bush and his future enforcer Roberts have their way then online gambling will definitely go bye-bye. So don't laugh so hard. He will get around to you too.
But thanks for the sympathy. You sound as sincere as your Bush buddy. Everyone can decide on their own if they want to stay with this casino. I don't mind getting screwed if it's fun. This was not fun.

 

[Bruce Hamilton]

So their final explainantion is that playcheck did not record my wagers until hours or days after I had played. The missing money is due to playcheck catching up.

While it is true that playcheck needs time to catch up, it's only an hour or less, not a whole day. Have you checked your playcheck since then? Are those discrepancies you mention still there? If so, take screenshots of everything and submit them to their representative, VegasVIP Lounge, who is a member of this forum.

 

[VegasVIP Lounge]

Dear J.

Thank you for this reply.

As you are WELL aware, I have been dealing with this on the MGS level. A long, and detailed explanation was send to you from MGS!
You accuse the Casino of having cheated and stolen your money, you even accused ME of doing so!

Now with YOUR permission, I will gladly make this 'gibberish' available for everyone here to review.

You don't seem to understand that the Casino does NOT have controll over any of the issues, and the explanation by MGS was given after substantial amounts of pressure was pushed onto them from the VJ Fraud department and CS Manager and myself.

I have explained to you that there were delays due to Software upgrades and updates from MGS.
IF you are STILL not happy with this explanation, PLEASE feel free to ask MGS to instruct a PWC Audit of your account.

Kind Regards
Adri Sinclair

 

[dinahbrand]

Thanks, I did take screenshots and submit which is why they admitted something was definitely wrong. I also PM the rep from this forum. I even received another email today from this rep which was not too nice. I was told today that the casino had nothing to do with what happened. It was a MGS problem only and they had no control over what happens with MGS software.
"Synchronising problems occur too when servers are being updated, or software updates happen from the MGS side. With all the new games being introduced, and all the changes to the software, like you, the casino is at their mercy."
So if I go to a land based casino and one of their machines obviously has problems do you think they would tell me to call the number on the side of the machine? I am not talking about a lot of money here but this is a problem that needs to be fixed. I have not checked again because I am through with them and removed them from my computer. This is my last post on this because it feels like a real dead end with these people.

 

[buffcanada]

i agree vegas IS a bunch of crooked f##ks but take this as lesson learned and don't play there anymore as other casino's like inetbet and any of the bellrock group are much more accomidating and easier to deal with if there are any problems.VEGAS GROUP SUCKS AZZZZZZZZZZZZZZZZZZZ

 

[Macgyver]

^ there's a poster just asking to be banned (or at least warned), IMHO

 

[Daffy]

^ there's a poster just asking to be banned (or at least warned), IMHO

ditto...

some pretty harsh comments here against a casino who's response appears prompt and effective to me.

the dUck

 

[Bruce Hamilton]

"Synchronising problems occur too when servers are being updated, or software updates happen from the MGS side. With all the new games being introduced, and all the changes to the software, like you, the casino is at their mercy."

I'm not so sure I buy the casino being at the mercy of Microgaming. They may not have any control over what happens during an upgrade, but someone should make good if the upgrade causes a player to lose money from their bankroll without benefit of placing a bet.

 

[The Dude]

i agree vegas IS a bunch of crooked f##ks but take this as lesson learned and don't play there anymore as other casino's like inetbet and any of the bellrock group are much more accomidating and easier to deal with if there are any problems.VEGAS GROUP SUCKS AZZZZZZZZZZZZZZZZZZZ

buffcanada should know better than this - account suspended 14 days.

 

[elscrabinda]

ditto...

some pretty harsh comments here against a casino who's response appears prompt and effective to me.

the dUck

By prompt and effective I assume you meant to say passing the buck. If there is a problem with the software it isn't up to individual players to take it out with MG, thats the casinos job

 

[Daffy]

Prompt and effective

Yes...the Casino got MGS to respond to the player and explain the "glitch".

Were funds actually misreported and not returned??? I guess dinah will have to log on and see if the inaccurate wager/s have been replaced/corrected.

Perhaps a little patience might be applied to give someone a chance to help with the problem.

the dUck

 

[VegasVIP Lounge]

Dear Players,

Again, I apologise for my in-ability to explain myself properly. This seems to be a habit with me. I guess it happens when you know what you are saying, but forget that not everyone else has the knowledge or experience or even the understanding you have.

When I mentioned to J. that the casino is at the mercy of MGS, I merely meant to suggest that certain problems are out of their hands. They have to wait on MGS to correct the problem, or explain it. Any of the MGS casino operators will be able to tell you that they do not have access to certain parts of the software, for one simple reason: To make sure that the operators can/ will not, mess with data or information.

Initially, the CS Manager and Fraud manager of VJ casino picked up on the problem from J. I dropped her a courtesy line to say I have not forgotten about you, and the casino agree that there is something not right there. As pointed out, synchronising problems do occur, but at most there is usually only a few hours (if that) difference!

When VJ first received the explanation from MGS, they insisted on more details, and therefore, would not close the correspondence with MGS until they were satisfied with the response.

This took a few days and finally an explanation step-by-step from MGS on this matter, including an excel spreadsheet to show figures related to this issue. VJ saw that as a reasonable explanation of the situation. They passed this on to me, and I send it AS IS to J.

Having said all that up there VJ told me that they take this matter seriously, and although they see the explanation to J as reasonable, they did not endorse this. The group is currently speaking to MGS about this matter, and various others. J refuses to log into the account [which btw, would assist ME and the Casino in testing the theory of MGS as to what happened.] and that is her full given right!
Nobody is happy when feeling cheated. In Js Case, she would NOT KNOW if she was or was not cheated, or if the explanation given by MGS was accurate!!

This is the kind of feedback that the industry participants rely on and I myself rely on. Without Js feedback, MGS consider their explanation accurate The casino has to accept it and I have to let it go too.

Instead, J resorted to a strategy she feels comfortable with, for whatever reasons.

On a personal note:
I would like to appeal to the players having problems with casinos in general establish a fair communication with either the reps on here, or the casino itself. Please keep on giving feedback, even after an issue is resolved! This will help the casino to KNOW what YOU want/need, it will help everyone to have a better playing environment, and it certainly would help the REPS [who are often not directly working for the properties] to assist and insist on effective responses.

I apologise, again, to the player in this particular discussion, if my e-mail to you was interpreted as not so nice.

Adri Sinclair
EDIT: PS - This 'synchronising' problem was due to the time-lapse that the player took to complete the game!

 

[scrollock]

Instead, J resorted to a strategy she feels comfortable with, for whatever reasons.

On a personal note:
I would like to appeal to the players having problems with casinos in general establish a fair communication with either the reps on here, or the casino itself. Please keep on giving feedback, even after an issue is resolved! This will help the casino to KNOW what YOU want/need, it will help everyone to have a better playing environment, and it certainly would help the REPS [who are often not directly working for the properties] to assist and insist on effective responses.

I apologise, again, to the player in this particular discussion, if my e-mail to you was interpreted as not so nice.

Adri Sinclair
EDIT: PS - This 'synchronising' problem was due to the time-lapse that the player took to complete the game!

i would to echo adri's thoughts here on trying to resolve issues privately, although i would like to point out to him that the casino group he represents can be very unresponsive in dealing with player issues in that they are often dealt with canned responses or passing the buck tactics.

i recently had a problem with vegasVIP, which i sorted out through adri after getting no help from the casino. i didnt post about it till i seen that the same problem happened to someone else a week later, in which case i felt i had to post to let others know that it was not an isolated case and was an ongoing problem with the casino which they know about and have failed to address.
like the OP here i have deleted all of my accounts with this group due to the unsatisfactory way they dealt with my problem and the fact that others were still suffering from it.

i think the player was well within their rights raising this thread, as this obviously an MG problem, thus can potentially affect a lot of players. just like the thread titled "neteller warning" in this section which is obviously another MG bug, something which all players should be aware of, and is still affecting people due to the fact that it is still attracting posts from its latest victims.

on the same subject as my "neteller warning", its seems to happen at your group a lot, although i will say that of all the groups it has happened at, yours has been the best at fixing it the most efficently.

due to the nature of this business their will always be little trust between casino and players in both directions, however how a situation is dealt with can make a hell of a lot of difference. afterall if i play thunderstruck at your group or someone else it makes no difference to me as it the same software, however what does make a difference is the way i am treated.

 

[dinahbrand]

I stated earlier that I would not post again but this is killing me. Maybe it's true that we females want the last word but I also want the record set straight. I am no longer going to argue with this group or anyone who is representing them. These are just the facts.
1. I did try to resolve this with the casino privately and explained clearly what the problem was. All I got in response was a short reply stating they saw nothing wrong and have a nice day.
2.I contacted them again and was asked to show proof of a problem. I did log in a few times and sent screenshots to show the problem. Once again I was told they did not see anything wrong and have a nice day.
3. I private messaged Adri Sinclair and received a reply that they would thoroughly investigate and just be patient. But instead I recived an email from the casino with a ridiculous explanation that still did not explain certain problems. This was all I got and it seemed I was hitting a brick wall. That is when I became upset with the runaround and the have a nice day routine.

I really tried to give the benefit of the doubt. I have played at this group for awhile and thought I deserved better treatment. I have logged in and out a few times and I gave feedback plus screenshots. If I do anymore feedback then I should be on their payroll. My "strategy" was to settle this privately and with as little tension as possible. But I also wanted to know that this problem had been honestly dealt with. Yes i have logged in and nothing has changed. Based on the theory of this being a 'synchronising' problem then I guess my account will be corrected in about 6 months. This may be a problem with MG and not the casino but I would think the casino would go after them and demand they get things right.