lockinlove

Staring into the sun
PABaccred
PABnonaccred
Joined
Jan 17, 2014
Location
Canada
I strongly advise not playing here until support tells you everything is ok.

They did an update a few hours ago and everything is a mess. The games are going black. if you win freespins, it kicks you out and when you come back in, the feature is gone.

Support has no idea whats going on and said they will have to contact the software provider.


$2 bet. great blue. 33 free games. retriggered. 48 free games. Get booted. Games and feature are no where to be found.

Completely annoyed
 

SlotsMillion

SlotsMillion online casino
Joined
Jun 30, 2015
Location
Malta
I strongly advise not playing here until support tells you everything is ok.

They did an update a few hours ago and everything is a mess. The games are going black. if you win freespins, it kicks you out and when you come back in, the feature is gone.

Support has no idea whats going on and said they will have to contact the software provider.


$2 bet. great blue. 33 free games. retriggered. 48 free games. Get booted. Games and feature are no where to be found.

Completely annoyed

Hi lockinlove,

Although you have already been speaking with our customer support department regarding this matter, I want to let you know that we will also give you an answer here so that all the players following this thread can be aware about the situation.

At the moment, we are waiting for our games provider - Playtech - to get back to us with an explanation to find out what happened on Wednesday (08:24 CET) and a solution if it turns out that you have missing wins and missing free spins.

We are expecting their answer at the beginning of the next week. We will let you know right away about it both here -publicly- and by email.

Thank you for your understanding,
SlotsMillion's team.
 

naththo

Registered
Joined
Jul 24, 2011
Location
Adelaide, South Australia.
Hi, I have same problem with Playtech Penguin Vacation, free spins not finished when it came up with connection error and it went blank too. I had talked to the assistance and I was told they are still awaiting response from playtech regarding issue problem with some of Playtech games that goes blank when error comes up not complete the spin or free spin/bonus. So I will wait for any news on this one. I haven't yet to see response from the rep here yet as I guess playtech hasn't response yet.

Please steer clear of Playtech on all casino that is web based like videoslots, slotsmillion etc until this is sorted out.
 

lockinlove

Staring into the sun
PABaccred
PABnonaccred
Joined
Jan 17, 2014
Location
Canada
Hi, I have same problem with Playtech Penguin Vacation, free spins not finished when it came up with connection error and it went blank too. I had talked to the assistance and I was told they are still awaiting response from playtech regarding issue problem with some of Playtech games that goes blank when error comes up not complete the spin or free spin/bonus. So I will wait for any news on this one. I haven't yet to see response from the rep here yet as I guess playtech hasn't response yet.

Please steer clear of Playtech on all casino that is web based like videoslots, slotsmillion etc until this is sorted out.

I wouldnt hold out on response from this casino any longer. It looks like they are on a downhill spiral. I have lost faith in this casino completely.
 

lockinlove

Staring into the sun
PABaccred
PABnonaccred
Joined
Jan 17, 2014
Location
Canada
I hope this email finds you well.

We have decided to offer you a 100$ Free Bonus as, following an answer we received today, Playtech was not able to find any missing free spins and/or missing winnings on “Great Blue”.

As there is nothing else we can do on our side but still want to thank you for your loyalty on SlotsMillion.com, we have decided to offer you the free bonus mentioned above.

If you are not satisfied with this solution, you can request an account closure as we really did our best and cannot do anything more on our side.

Once you will have confirm us you accept the free bonus, we will credit it on your lobby.




wtf kind of email is this? Suggests I close my account if I dont like it?

I find it very very very weird they say they cannot find an issue when its quite clear it isnt just me
 

SlotsMillion

SlotsMillion online casino
Joined
Jun 30, 2015
Location
Malta
I hope this email finds you well.

We have decided to offer you a 100$ Free Bonus as, following an answer we received today, Playtech was not able to find any missing free spins and/or missing winnings on “Great Blue”.

As there is nothing else we can do on our side but still want to thank you for your loyalty on SlotsMillion.com, we have decided to offer you the free bonus mentioned above.

If you are not satisfied with this solution, you can request an account closure as we really did our best and cannot do anything more on our side.

Once you will have confirm us you accept the free bonus, we will credit it on your lobby.


wtf kind of email is this? Suggests I close my account if I dont like it?

I find it very very very weird they say they cannot find an issue when its quite clear it isnt just me

Hello lockinlove,

We did not answer you publicly in this thread earlier because we were still waiting for Playtech to finish their investigation, as PMnaththo said. Now that we have had the final result, I am able to come up with an answer.

Exactly as mentioned in the email sent by our Customer Support manager, our game provider, Playtech, has told us that they did not find any trace of the missing free spins you mentioned nor winnings from them. If you'd like so, we can send you the copy of the email they send us today as a proof.
All the information we can use to take a decision is: what you tell us you see in the game history (top right hand corner of the game) and what our game provider tells us he sees from his side. In your case and based on that conclusion from Playtech, we need you to understand that there is nothing else we can do apart from offering you a bonus to compensate the fact that the game crashed while you were playing.

Regards,
SlotsMillion's team.
 

lockinlove

Staring into the sun
PABaccred
PABnonaccred
Joined
Jan 17, 2014
Location
Canada
Hello lockinlove,

We did not answer you publicly in this thread earlier because we were still waiting for Playtech to finish their investigation, as PMnaththo said. Now that we have had the final result, I am able to come up with an answer.

Exactly as mentioned in the email sent by our Customer Support manager, our game provider, Playtech, has told us that they did not find any trace of the missing free spins you mentioned nor winnings from them. If you'd like so, we can send you the copy of the email they send us today as a proof.
All the information we can use to take a decision is: what you tell us you see in the game history (top right hand corner of the game) and what our game provider tells us he sees from his side. In your case and based on that conclusion from Playtech, we need you to understand that there is nothing else we can do apart from offering you a bonus to compensate the fact that the game crashed while you were playing.

Regards,
SlotsMillion's team.

How is it possible I have 13 free spins left with a $2 bet on great blue and there is no record of this?

I assume there wont be any record of this for the other players who had this issue too then?

If this is what playtech is telling you, I dont think you should accept that as an answer.
 

lockinlove

Staring into the sun
PABaccred
PABnonaccred
Joined
Jan 17, 2014
Location
Canada
I hope Slotsmillion realizes that Lockinlove isn't the only player they've lost.

yeah well Im gonna take more money from them first or try. They get mad at me for winning so Im gonna win more and they can keep their damn rewards/bonuses!


Deposited $400 last night. Cashing out $835! Left myself $45 to try and win alot more

Usually I would play with it when I build my roll and make bigger bets going for the big win or bust..but since im mad at them. Cashout time!

I know, its mean :(

but they were mean to me first!
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
This is simply not good enough, and Playtech are at fault as the bug is in their games. No way should a game round simply be deleted without trace, there should ALWAYS be an audit trail of the play. It's no different to having a software bug that deletes a random sum of money from your account, and the casino and software provider say they have absolutely no idea why it happened, nor how much was involved, but think that offering an arbitrary BONUS (not cash) will resolve the problem.

Even where players accept such an offer, the fact that no one knows what happened and why means that the problem is NOT FIXED, and could happen again at any time.

I am used to disconnects mid way through a bonus round with Microgaming, but I don't worry because their software doesn't simply lose it, it's waiting to be completed the next time I log on. I would expect the same level of security from an established provider like Playtech.

The least they can do is ensure that they have proper audit capabilities within their software, so that when this type of issue occurs they can at least look at the logs and find out what went wrong and why.

It seems that this kind of problem is widespread in browser based casinos, especially those that integrate games from a number of providers. There is something fundamentally lacking in the technical side of how this integration has been done, and it exposes players to this type of issue where no audit trail can be found to determine what happened.

Perhaps operators should worry that such errors might not ONLY be deleting players' cash, they might be randomly ADDING to it, and this probably isn't something players will be raging about with CS.
 

naththo

Registered
Joined
Jul 24, 2011
Location
Adelaide, South Australia.
I got email from them here it is:

Julien from Slotsmillion: Answer regarding your issue on "Penguin Vacation"
SS
SlotsMillion Customer Support




Reply|
Today, 2:15 AM
You
Dear Nathan,

I hope this email finds you well.

We have been contacted by Playtech today following your issue on “Penguin Vacation” of Monday night. Playtech confirmed that a technical problem happened on their end but are unable to recredit you the Free Spins lost when the technical issue happened on the game.

We have been informed that you had to receive 119$ winnings on these free spins and as it is not possible to recredit them, we have decided to credit you an amount of 150$ although in such situation (as per our Terms and Conditions), we usually only refund the bet amount

The cash money is available in your lobby.

Thank you for your understanding and have a nice week end.

Regards,
Julien
CS Manager
Customer Support SlotsMillion.com
Follow us - Facebook - Twitter
SlotsMillion is the first Virtual Reality Casino in Real Money

They are very helpful so far. Its not Slotsmillions fault, it is playtech issue problem was the one to start with. Slotsmillion did with an effort to contact with Playtech and they have found out why this such issue problem occured. I have just emailed to Julien with 12 screen shot starting from I first spin to bonus and then to 12th bonus spin, it stopped, got server error and it went blank. With the luck, I still have record in my playtech assigned id to the Slotsmillions and retrieved those images with screenshot. This was in game history that can be found in playtech games. The bonus was 15 I think remember for sure, not 100% and got 7 x multiplier is the one most definitely I remember. I forgot number of free spin though. Either 15 or 18 with my bet was $0.60 per spin full 20 lines.

Hope this gives you a bit more confidence on Slotsmillion, they are helpful so far and they response pretty quick though. We never start arguement at all, we talk each other well so far, its a great customer service. Kudos to them!
 

naththo

Registered
Joined
Jul 24, 2011
Location
Adelaide, South Australia.
This is simply not good enough, and Playtech are at fault as the bug is in their games. No way should a game round simply be deleted without trace, there should ALWAYS be an audit trail of the play. It's no different to having a software bug that deletes a random sum of money from your account, and the casino and software provider say they have absolutely no idea why it happened, nor how much was involved, but think that offering an arbitrary BONUS (not cash) will resolve the problem.

Even where players accept such an offer, the fact that no one knows what happened and why means that the problem is NOT FIXED, and could happen again at any time.

I am used to disconnects mid way through a bonus round with Microgaming, but I don't worry because their software doesn't simply lose it, it's waiting to be completed the next time I log on. I would expect the same level of security from an established provider like Playtech.

The least they can do is ensure that they have proper audit capabilities within their software, so that when this type of issue occurs they can at least look at the logs and find out what went wrong and why.

It seems that this kind of problem is widespread in browser based casinos, especially those that integrate games from a number of providers. There is something fundamentally lacking in the technical side of how this integration has been done, and it exposes players to this type of issue where no audit trail can be found to determine what happened.

Perhaps operators should worry that such errors might not ONLY be deleting players' cash, they might be randomly ADDING to it, and this probably isn't something players will be raging about with CS.

Exactly Playtech need to have same feature as Microgaming like saving the last spin to the file, so player can return after losing connection to retrieve it and play from there on without losing it.
 

lockinlove

Staring into the sun
PABaccred
PABnonaccred
Joined
Jan 17, 2014
Location
Canada
I find this incredibly weird they resolved your playtech issue and not mine.

I will try and pursue this through playtech


Very very very strange case. Im sorry but how can they see his error but not mine.

Quite fishy

If playtech refuse answers is there another route I can go here? Because I would like to pursue this all the way, as I dont accept the answer "it got lost"

There is absolutely no way they cant track my issue. What if a jackpot was won. "oh sorry cant find it"

It must be part of being regulated that all game play can be audited no?

Like seriously, 48 free games because I retriggered the bonus and it just got "lost"

Im not buying it
 

naththo

Registered
Joined
Jul 24, 2011
Location
Adelaide, South Australia.
Example this: You see sound speaker symbol and spanner, click on spanner, select history, another dialog will pop up and then go to detailed search by click positive symbol, choose last 7 or 30 days. And it will come up with your previous game if it is still in your assigned playtech id that associated with Slotsmillion. If you find those screenshot, submit those to them. They will investigate further for you. Best send through email to Slotsmillion support or send to rep on casinomeister here.

casinomeisterscreenshot1.jpg
 

lockinlove

Staring into the sun
PABaccred
PABnonaccred
Joined
Jan 17, 2014
Location
Canada
Sadly it looks at though the game history was erased for some reason as its coming up with no results.
 

The Prospect

Full Member
Joined
Aug 23, 2016
Location
UK
Really feel for you on this front lockinlove. How playtech think they can just say what they've said is beyond me. It's obviously not an isolated problem but they're being 2 sided about the whole matter it would seem. Admitting to a problem on one users free spins whilst saying the information is lost on another users. Of course I believe playtech don't actually give a rats ass about the current situation but that's another story. Hope you can get to some kind of positive result from this dude, keep us informed on how you get on it will be interesting to see. Good luck.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Really feel for you on this front lockinlove. How playtech think they can just say what they've said is beyond me. It's obviously not an isolated problem but they're being 2 sided about the whole matter it would seem. Admitting to a problem on one users free spins whilst saying the information is lost on another users. Of course I believe playtech don't actually give a rats ass about the current situation but that's another story. Hope you can get to some kind of positive result from this dude, keep us informed on how you get on it will be interesting to see. Good luck.

If it really is "lost" as they say, this is damning. They are saying that something as mundane as the internet having a "wobble" and the connection dropping is enough to cause a chunk of already played and resolved bets to simply "vanish" as though it never happened. This COULD cause a progressive jackpot to be won, and then simply vanish from the records without trace, and if this did happen through an unlikely coincidence, nobody would be "buying it" given Playtech's past history of ripping off progressive winners and the casino pocketing the money (which then vanishes from the company accounts).

Something as mundane as an internet hiccup should not cause such severe data loss, this is something that the systems should have been designed to cope with, and honed over nearly 2 decades of development.

It also shows that we can't trust the Playtech servers to be holding a "true account" of the gaming that took place, which might be a serious problem for Playtech as regulation gets ever tighter in the interests of protecting players.

It could mean that in a case that went to court, a smart player or lawyer could use events like this to undermine confidence in the accuracy of the records held on the Playtech server, and then present their own records, such as recording of their play at the time, to persuade the judge that the disputed bets and winnings did indeed take place, despite what is recorded on the official logs held by Playtech.

This could further cause a regulatory problem for Playtech in that they cannot reliably keep a true record of the bets made, something the UKGC might see as making the Playtech software unfit for use by licensed operators.

Leaving the issue as "nothing can be found" isn't good enough, they need to investigate WHY these bets made just prior to the loss of connection were made and resolved on the players' side, but then lost from the records once the connection was restored.
 

naththo

Registered
Joined
Jul 24, 2011
Location
Adelaide, South Australia.
I remember several playtech casino have restricted withdrawal for higher amount like jackpot winning to say how much per day or per week or per month. They placed into white list as casinomiester were not satisfied with, they were no longer accredited so they placed them in the whitelist for now. I was a Grand Reef casino customer until saw this and I stopped playing Grand Reef and stick to Omnicasino. Its a pity this happened like this. But I bet on the money its the Playtech pressuring on all casino to have restriction withdrawal for jackpot winner. But unfortunately now Omnicasino can only payout maximum of $10,000 per month. Thats the problem, its all down to casino partner with Playtech platform. Remember, Playtech has so many jackpot on offer though, world wide network jackpot I believed, also use to have happen with Cryptologic but Crpytologic quit it unfortunately. RTG still have them on offer but withdrawal restriction is there to $4,000 a week like slotocash. I think its the software platform is the cause of problem to pressure on them about jackpot winning withdrawal limit.

Thats what it make it trustworthy poor, so we hardly trust them now anymore all of those RTG and Playtech in particular. Really disappointed this happened like this many times with problems.
 

randomiam

Meister Member
Joined
Jun 4, 2013
Location
australia
issues

ive had tone of probs recently with game crashs every few spins to every ten mins over the last week and its only been at slotsmillion im happy with the place its one of my main go tos but this has really pissed me off also the Halloween promo was crap compared to last year.
 
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