Spilleautomater.com (Play Cherry ltd) voids huge win due to "technical error"

[noikoi]

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In Norwegian.

A Norwegian player gets her 840 000 NOK ( Ruffley 100K Euros) win voided (the day after mind you) and account closed due to technical error. They also offered her 30 000 NOK to not go to the media.

This company www.SpilleAutomater.com (Play Cherry ltd) advertises allot on Norwegian tv. They stated to the media that it was a techincal glitch and the odds of winning that price was the same as one person buying 20 lottery scratchers and hitting the top prize on every last one of them.

But if it was a glitch then it surly must have affected other players aswell? I have played and won and got paid by them before but after reading this i will never play there again.

Just a heads up.

 

[homerbert]

Would be nice if someone from our norwegian friends translate original article on english. Or at least describe in short the case, from original post i get nothing

 

[Mackan]

Would be nice if someone from our norwegian friends translate original article on english. Or at least describe in short the case, from original post i get nothing

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Not the best translation but it's enough to get an overview of what went down.

 

[CasinoTwitcher]

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Not the best translation but it's enough to get an overview of what went down.

Not at all: "She had filled up betting account with 300 million" - She deposited 300kr (about $42)

 

[homerbert]

She called her girlfriend.
Well, Europe i guess...
Sorry for derail

 

[Mackan]

She called her girlfriend.
Well, Europe i guess...
Sorry for derail

In Norwegian it was meant to be read as girl friend, a friend who happens to be a girl. Not girlfriend as in a partner.

Not that it would make any difference to me though.

 

[homerbert]

In Norwegian it was meant to be read as girl friend, a friend who happens to be a girl. Not girlfriend as in a partner.

Not that it would make any difference to me though.

So like i said i'll better wait someone who describe in short...

 

[Mackan]

So like i said i'll better wait someone who describe in short...

In short...

She deposited 300 NOK.

Won 800K.

Site says machine malfunctioned.

Winnings are void and account closed.

Lady in article may or may not have a girlfriend.

 

[homerbert]

Malfunction voids all bets, this is typical rule. Not need try play cherry LTD did not do anything wrong.

 

[FavoPlayer]

So we start now talking about does she have girlfriend or not? Or we will be talking about slot malfunction and confiscated winnings?

From my past experience with PlayCherry Ltd and all casinos that they manage, I will not recommend nor play there anymore.
I had tried: EuroSlots, EuroLotto and CherryCasino.

And I'm not really surprised that I saw such article about them.

 

[Zabier]

This is unbelievable! It's like when you're a kid and the person organising a football match is on the losing side and says "that's it, I'm taking my ball and I'm going home!". Sounds like they took a big hit and couldn't handle it. Very interested to hear what the casino will have to say for itself.

 

[Tirilej]

This is unbelievable! It's like when you're a kid and the person organising a football match is on the losing side and says "that's it, I'm taking my ball and I'm going home!". Sounds like they took a big hit and couldn't handle it. Very interested to hear what the casino will have to say for itself.

They won't and don't need to say anything. It's in their rules, as in all casinos, that if there is a technical problem with a game all winnings may be void.

She was offered some consolidation money, if she didn't go to the press, but she and her lawyer turned that down.
I don't think anything will happen and I don't know anything about that group of casinos so I don't have any opinion there.
But what if it was correct and the game had a technical problem. Should they really have to pay then...just to avoid bad publicity?

 

[rainmaker]

Sounds like they took a big hit and couldn't handle it.

Spilleautomater.com is part of the publicly traded Cherry - reputable Swedish company since 1963. 840 000 NOK is a nice win, but certainly nothing that would bring Spilleautomater or Cherry down

As homerbert said, malfunction voids all bets. Very rare of course, but it can happen and usually nothing one can blame the casino for.

There are also cases where the player understood or should have understood that there was something wrong with the game.

 

[Blathaon]

It says that the game she played was "Moon Temple" by Amaya(the same clowns that are behind the silly "Blackbeard's Gold" game that was discussed some time ago)

The article doesn't say anything about how much she was betting or whether it was a single win or several wins, so it's hard to say whether or not she should have realized that something might have been wrong.

The casino is hiding behind the "malfunction voids all bets" clause that all casinos have.

I'ts pretty dodgy that they offered her 30000NOK(3400€) as compensation if she agreed to not involve the media or anyone else.

I checked the casino and the game has been removed. It's probably a good idea to avoid all Amaya slots.

The article says that she has hired a lawyer to deal with the case.

 

[EuroSlots]

In reference to the article below we would like to express our opinion on this matter and explain it a bit further, as things have been presented in a certain way and important facts have been left out.
As you probably understand, we cannot go in to details too much about an individual player and comment on any details, however, we would like to comment about what actually happened:

- A new game was released in the evening on the 20th November
- We received information shortly after the game had been released that the gaming provider had decided to disable this particular game for all their partners and as a result of this we immediately removed it from all of our sites
- Our standard procedures are that we temporary block affected accounts to make sure that there are no more activity on the account in case there is something wrong
- We informed the player within the same evening that the account was locked temporarily due to a suspected error in the particular game and updated the player in question frequently throughout the investigation
- While there was an on-going investigation from the gaming provider they concluded that there was a defect in the game where the game paid out multiplied times the winnings as stated in the pay-table.
- The amount stated in the article was solely won from game play in the game which was deemed defect and would not have been won in case the game was behaving as expected.
- We (PlayCherry) have been in regular communication with LGA (Lotteries and Gaming Authorities) to make sure we have an open dialogue on how to proceed given the circumstances
- No other games are affected and all winners this day on all other games and prior to this date have been paid out as they should be

In any cases where a player feels that there is any wrong doing from a gaming company, we, as well as other gaming companies, encourage the customer to report the matter to LGA.

LGA is there to help the customer and investigate further into any customer complaints.

In case this unfortunate scenario would happen that a game is deemed defect, we, as well as the majority of the casino operators, as well as the state owned gaming sites, have a clause in our terms and conditions similar to what has been posted in the article.

This can be seen in Norsk Tipping’s terms and conditions as well:

“Dersom det er foretatt en feilaktig belastning eller godskriving av Kundens Spillerkonto, har Leverandørene rett og plikt til på egen hånd å rette feilen i Spillerkontoen ved korrigering i kontoen. Dersom Kundens Spillerkonto blir feilaktig godskrevet og Kunden disponerer over disse feilaktig godskrevne midlene, plikter Kunden å betale til Leverandørene for disponerte beløp det ikke er dekning for på kontoen. Dette gjelder selv om Kunden var i god tro i forhold til den feilaktige godskrivingen.”

According to our Terms and Conditions, we have naturally opened the customer’s account again following our investigation, and is free to withdraw any legit winnings.

This is a very unfortunate incident that has occurred, and for that we are very sorry. We have however done everything by the book, and are confident that this will be proved by any relevant legal entity or authority.

 

[spoton]

Yeah Euroslots, you can't really be blamed for this as you've done what you can. If the player was the only one affected I really think she should deserve some kind of compensation for this though. Also without the clauses that basicly denied her the chance to check out her options(if the newspapers here quoted it correctly).

From 300 to 800 000 and down again must be a really terrifying rollercoaster that you and especially your slot supplier put her in.

 

[rainmaker]

It says that the game she played was "Moon Temple" by Amaya(the same clowns that are behind the silly "Blackbeard's Gold" game that was discussed some time ago)

Moon Temple is created by Lightning Box Games - an Australian company (founded in 2004) that produces games for both land based and online gaming.

I am pretty sure they do not have a game called "Blackbeard's Gold", but Amaya is distributing games from multiple manufactures (like Quickfire)

Amaya also creates in-house slots, so Blackbeard's Gold may be one of their own games.

Lightning Box Games makes solid games in my opinion, so hopefully this was just a one time thing.

 

[homerbert]

Is there anything you did not know about slots Rainy?

 

[Blathaon]

Moon Temple is created by Lightning Box Games - an Australian company (founded in 2004) that produces games for both land based and online gaming.

I am pretty sure they do not have a game called "Blackbeard's Gold", but Amaya is distributing games from multiple manufactures (like Quickfire)

Amaya also creates in-house slots, so Blackbeard's Gold may be one of their own games.

Lightning Box Games makes solid games in my opinion, so hopefully this was just a one time thing.





Ok, my bad :notworthy

I just googled the name of the slot and it came up as Amaya and it was on the Amaya site with a demo and everything, so i naturally assumed that it was an Amaya slot.Blackbeard's Gold is also listed on the Amaya site.

Anyway the problem still stands, yes we all know that every casino has a "malfunctions voids all bets" clause, but that doesn't make it right. And i personally would not accept it if i ever were in a position where a game supposedly "paid too much".

Judging by the post from Euroslots it's clear that this slot received about as much testing before going live as the RTG fiasco from last December(Elves VS Orcs or whatever it was called?) And we only ever hear about it when games pay too much, i am sure there have been similar issues where the slots paid too little...

I think the way it should work is that whenever a slot is discovered to have an issue the player should be paid and the game should be pulled, honestly i am surprised that the casinos are willing to take bad publicity due to poorly designed/tested games, the provider is the one to blame, so make them pay!

RTG is the worst offender but there have been other cases as well.
We had a case with MG a while back with "The dark knight rises" where the game paid too much under certain circumstances, money was confiscated from several players, appalling IMO. Most recently though we saw that NetEnt's Cosmic Fortune paid out too many jackpots due to an error, as far as i know all players affected got paid.

 

[vinylweatherman]

How come an error as basic and obvious as this was not picked up during the final stages of testing?

What makes the casino look bad is the effort to cover up this mistake by offering the player a "bribe" to keep quiet. If the casino hasn't done anything wrong, there should be no need to fear public scrutiny, and instead they should be preparing a press release to ensure that their side of the story is available as part of the discussion. If it's a malfunction, the player would lose in court in any case, so again nothing to fear in the player seeking the advice of their lawyer, who would probably advise not pursuing a case where it's pretty evident that the game was malfunctioning.

The assumption that a player who is winning instinctively knows something is wrong is flawed, and this is certainly shown by the number of players who LOSE too quickly and become convinced there is a game malfunction leading to it, rather than that they are on the wrong end of the variance.

I find it concerning that such errors seem to be a regular occurrence, and that the way casinos deal with them varies considerably depending on whether it's the house or the player that gains the advantage from a particular malfunction.

The fact that the game supplier pulled the game of their own accord very soon after release gives me the impression that they had released it BEFORE they had concluded their testing, and that they were forced to pull it once the test results had been properly looked at and this glitch was discovered.

 

[homerbert]

Can't agree VWM. We both really have no idea why casino offer 'bribe' how you say. Probably management at cherry are really good guys, and they really understand all pain of player, so they try to give something that will not make any damage for them, but will keep player at least a bit happy. In same case i'll take money offered, since i know term about malfunction wins void.

 

[vinylweatherman]

Can't agree VWM. We both really have no idea why casino offer 'bribe' how you say. Probably management at cherry are really good guys, and they really understand all pain of player, so they try to give something that will not make any damage for them, but will keep player at least a bit happy. In same case i'll take money offered, since i know term about malfunction wins void.

It may be compensation, but it becomes a bribe when they are making it dependent on the player agreeing to waive their legal rights as well as collude with the casino in covering up what had happened.

They should simply have offered the compensation, no strings other than asking that the player accepts it as "full and final settlement" of their own personal dispute over the issue, but also making it clear that the player should take legal advice before agreeing to ensure that they accepted or rejected the offer after fully understanding it, and how it compared with the legal alternatives. If it's obvious that it was a fault, a decent lawyer would realise that a legal suit would fail, and that taking the compensation offered was the better option.

It probably didn't help that they locked the player's account without ensuring said player properly understood WHY this additional "slight" against their character was necessary. Usually, a locked account is perceived as an accusation of wrong doing against a player, and this did strike me as odd when I first read the story. The player was told it was a technical issue, yet was then "punished for wrongdoing" like a common or garden "bonus abuser" purely for being a victim of the casino's own error. This is bound to have angered the player even more than the casino deciding to void the withdrawal, and the interval between this action and the player receiving a proper explanation was long enough for this story to become what it was, rather than being dealt with amicably right from the start.

Either there has been a sharp increase in the number of game errors making their way past testing and into live play, or casinos have started to lose the battle to keep sweeping such matters under the carpet. Either way, it leads to a perception that testing procedures have become lax over the last couple of years, and that we can't trust new game releases as much as we could in the past.

 

[noikoi]

This is what i found to be strange aswell. Why didd they offer money for her not to go to the media? If its a technical error why not just show proof of such and then maybe give her a little something for her troubles. Also if it was a glitch it has to have affected other players aswell? How can it only affect one person?