Apologies for the delayed response but I have been out of office this week and only caught onto this now.
I can see you are making reference to two different tournaments, which are bound to the same rules of entry. The first one you placed 7th, while second won you placed 1st.
To clear up any possible misunderstandings, here is a list of the various tournaments and how they work for your perusal. We decided to create our tournaments offering high flexibility in deciding the winner. The following score types are possible:
Best multiplier factor of wins - The player with the highest monetary payout % (total Win / total Bet) over the timeframe of the tournament, with a minimum stated rounds played. I understand this term may be overly technical, and Ive instructed the promotions team to refer to these as "Best RTP over timeframe" going forward.
Best overall net win - The player with the highest (Win - Bet) wins over the timeframe of the tournament, with a minimum stated rounds played.
Best equalized payout factor per game round - The player with the highest average multiplier (win/bet) for all game rounds, as opposed to Payout factor which calculates (total Win / total Bet), resulting in that the payout on a large bet is valued higher than the payout on a small bet. I will instruct the promotions team to refer to this as "Best average Multipier game Round" going forward.
Best net win for 20 consecutive rounds - this is self explanatory, with the player with the highest (win - bet) over 20 rounds played in succession wins.
Best equalized payout factor for 20 consecutive rounds. The player with the highest average (Win / Bet) over 20 game rounds played in succession wins. To evaluate the last 20 consecutive rounds, we compare the starting time of the rounds and choose the 20 latest finished rounds to calculate a player's score. For the sake of clarity, we will refer to this as "Best Multiplier over 20 Game Rounds".
Most game rounds - The player who has played the greatest number of game rounds during the tournament on applicable games.
We feel that RTP/Multiplier score types can be considered as the most fair win criteria, since they focus on player scores (as opposed to considering the size of individual bets) thereby allowing low rollers and high rollers to compete on level terms.
I have read those 3 times now and am still confused, but do have man flu so will read them again when I feel better
In your case you were playing a Best Multiplier win factor tournaments, which we will reference going forward as "Best RTP over timeframe" tournament. Your final score was 291.41 regarding a total win of 263.14 euros for a total of 89.38 euros bet over the length of the tournament. This put you in 1st place and you received £100 for your time.
Yes, it would be possible to stop playing after the minimum 100 rounds are staked at minimum bet, which would have set your score, if that is the score you were happy to maintain. Otherwise you could continue playing with the hope of increasing this score. This is the players prerogative. Taking in consideration that this tournament type has a length of 60 minutes, your score will fluctuate during that period.
If you stopped playing when you hit your largest win (£165 win from 50p in Victorious), your score would have been 534.55 at that given time. Continuing to play further would give you the chance to increase that score, or of course, it could decrease should luck not be on your side.
That is not what live chat told me on more than one occasion, and they clearly stated it was the highest multiplier. Why were they giving the wrong information out? I wouldn't have been happy if I had kept going and not won because my score went down due to incorrect advice from your customer service.
I hope this clarifies everything for you. Thank you for taking the time to provide us with feedback that will make the tournaments easier to understand for our players.
Not really but hopefully will when I re-read it
Can I ask, why isn't this information available anywhere on site or from Live Chat? Surely you can't expect customers to be able to take part in a promotion without being able to see the T&C's?
With regard to CS refusing to talk to a player, this is incorrect. CS were happy to answer any questions regarding the query that they felt they could. They simply asked that the player wait for the reply from the promotions team so as to avoid giving any incorrect information to the player, which in fact turned out to be the case. It has nothing to do with the player being a CM member. The CM rules state that players should communicate with forum reps prior to opening a thread, and once a thread is then opened and everything is in public domain, they would understandably take a more reserved stance in the case of them handling any queries.
OK, I take issue with this. What I was actually told was that you were waiting for a reply from NetEnt, and when they got back to you then Marketing would email me. I was initially told I would get an email Monday.
To me that suggests that no one at SV actually knew how the races worked, or why couldn't anyone just answer my simple question?
Secondly, last night I was told they wouldn't discuss with with me as I escalated it here on CM. There is nothing in the rules stating I had to message you when I started this thread, it is not a PAB, nor was it even directed at you, it was started to see if other members had played in the races and knew the rules, as happens numerous times in other threads for numerous other casinos. Sometimes it is quicker to get someone who already knows the answer to answer than staff, the fact its took you 5 days to answer shows that could be true.
As far as CS being happy to answer queries, here's a few snippets from the chat last night
We are aware that you escalated the issue via Casinomeister so it is best that the Rep responds to you directly - either via email or via CM. Unfortunately, as advised he has been away for a couple of days but shall answer your query as soon as he is back.
I didn't escalate it at all, after you (not you personally) couldn't answer I asked on there if anyone knew as its sometimes quicker to get an answer from another player who has maybe already asked the same question. So now you are saying it is not that you are waiting on NetEnt?
That is still regarded as an escalation Colin and the relevant person will have to answer you on this since it has reached this stage.
I understand that you may be frustrated with this issue Colin, but I would need you to wait for a reply from our CM rep regarding this
We are not refusing anything Colin, simply stating that the CM rep would need to get back to you on this himself.
So they weren't exactly chatty were they when I was asking about it? He did answer some questions about a different promo, but refused point blank to deal with my initial query.
I don't see anything in there regarding the promotions team, but everything to do with me being a member on here, as the reason for him not talking to me was that I started a thread on here!
Anyway, if I could make a suggestion, firstly have the rules somewhere on site, and also, if possible could you display at least your score or preferably the leaderboard somewhere (maybe where the bonus info goes?) while people are playing? The only way I can see of seeing how you are doing is to quit the game, click results, then exit that, go back to game, or have 2 tabs/windows open, and keep refreshing and clicking on results. It would be much better if the data was shown as you play