Strange support from sportsbook

[RoyallyFlushed]

Hello
I just had a weird experience with sportsbook support. Ive played about 5 or 6 times in their RTG casino and had no problems. This time I went to play and all games worked with the exception of the real series video slots. It would download but get stuck on the loading page on every single game. Here comes the even weirder stuff...

I contact live support...get a person..she says I need technical help and transfers me. I get new person, they tell me they need to transfer me to the Video Poker dept??? I tried to stop her but she didnt listen. I was then sent to VP technical who obvious couldnt help me and then finally got the right person but he only had one piece of advice...uninstall and reinstall. That didnt help

The WEIRDEST now....This is the email I get (see below) what this letter has to do with my problem is beyond me. And...why would any support letter start out with "we are not rigged"? What kind of place is this anyway? Needless to say, I wrote back and told them Ill play elsewhere lol

Heres the email

We are sorry to hear that your casino experience is not what you expected or had hoped for, but our casino software cannot be modified to produce different results under different circumstances.

Our games are not rigged. Our gaming software carries an official Certificate of RNG Evaluation from Technical Systems Testing (TST), an internationally recognized and respected Accredited Testing Facility (ATF). TST has been working with industry operators, suppliers, manufacturers and regulators to ensure that gaming products operate in a manner that is fair, secure and auditable and comply with some of the world's most stringent and comprehensive legislative and regulatory requirements.

The software is developed to pay out approximately 97-98% on the games - significantly higher than the casinos of Las Vegas. This software meets all the standards set by online gaming regulators.

Our cards are dealt from a six deck shoe which is shuffled after every hand. This has to be so in order to prevent "card counting". So, if you can imagine that after every hand all the cards are back in the shoe again, it would be perfectly possible for you, or the dealer, to have a winning hand many times in a row.

As each of the six decks used at our Black Jack games contained a total of 16 cards valued "10" the possibility of getting over "21" by hitting on a "14-16" hand is pretty high.

Please find our Black Jack strategy, where you can find some Blackjack betting tips at:
Old / Expired Link

I hope these tips help you out on increasing your winnings odds on our Black jack games.

We are always here to help you. Please feel free to reply to this email if you have any additional questions in relation to this or any other matter.

Kind regards,

Marvin

--

 

[winbig]

I think it's pretty clean-cut here...they sent you the wrong form letter

 

[RoyallyFlushed]

LOL
so i try to get help, get sent to VP then get a form letter regarding BlackJack

 

[winbig]

LOL
so i try to get help, get sent to VP then get a form letter regarding BlackJack

What else I found funny was how their 97-98% payout percentage is higher than LV - When they're talking in regards to Blackjack.....ok, so how are their payout percentages better when it's supposed to be universal, based on # of decks, dealer/player rules, etc?

And why in the world do they need to have a "Our games aren't rigged" form letter in the first place?? I guess a lot of people are accusing them of this.

 

[RoyallyFlushed]

OK
this just got stranger. Here is their response to my email saying I have no clue why they sent me that email

Email

The respond in this email is to your casino claim, handled through chat, regarding your complaint about our Mini Blackjack game been rigged.

Regarding your most recent casino claim, unfortunately we are experiencing some technical issues on our Real Series Video Slots at this time; however rest assured our technical department is working hard to get it back up soon.

Please accept our apologies for any inconvenience caused to you. Your patience and understanding are much appreciated while we resolve this matter for you.



We are always here to help you. Please feel free to reply to this email if you have any additional questions in relation to this or any other matter.

Kind regards,

Marvin --

I just emailed them back to tell them that I never play BJ and they are mistaken. This place needs to get their act together

 

[Mousey]

I'm sorry it's at your expense, RF, but this is hilarious. Unfortunately, this CS is a perfect (though a bit extreme) example of why --for all the years I've played online-- I'd rather poke myself in the eye with a stick than contact casino support.

**grabs a bowl of popcorn, uncaps a beer, sits back and enjoys the entertainment**

Keep us posted...

 

[vinylweatherman]

Their support is being a little economical with the truth. While the games, including Real Series slots are DESIGNED with the capability to pay a return of 97% to 98%, individual operators can, through RTG, change some of the settings on the games. Paytables on VP and 3 Card Poker are alterable, and the payback from Real Series slots can be varied within a range roughly between 93% and 98%. There have been allegations that it is possible to go below these values, but these were from an ex Virtual employee. The Blackjack games can have the number of decks altered, right up to 255 I believe, giving it the payback of "infinite deck blackjack" of the type once used at Lasseters and Ausvegas. Beyond 8 decks though, the reduction in payback going all the way to 255 is negligible.
RTG casinos often face accusations of being rigged, because in some sense they are, in that one operator can screw down the paytables and slots to the lower values, whilst another operator can turn them right up to the top values. RTG casinos with lowesr payouts are probably the ones most generous with bonuses (low payouts is how these bonuses can be made to work). RTG casinos offering miserly bonuses may well be offering the higher payback settings on the games, and/or more generous WR terms.

The oddity with the slots is no reason to assume this is a bad casino, as it seems to be a common problem with RTG, as it is with Microgaming (don't get me started on this ).

 

[RoyallyFlushed]

Hi Vinyl

I wasnt complaining about the casino games at all. Thats what this whole thing is odd about! It was a technical issue I had and they thought I was complaining about the casino being rigged when I was upset that I couldnt download the games, They got stuck in "loading" mode

 

[RoyallyFlushed]

Wow, Impressive

Just got this letter in my email today


My name is Philip and I'm the CS Manager here at Sportsbook.com live chat and email support department.

This email is in relation to your recent query regarding video poker technical issues. First of all, allow me to apologize for the confusion which was caused as a result of one of our operators sending you an email re: Blackjack payouts which was in fact meant for another customer. We have addressed this issue with the operator in question and are taking steps to ensure that this situation doesn't happen again. We would also like to offer you a $50 bonus in compensation for the inconvenience that you experienced while playing with us here at Sportsbook.com. These funds should be in your account shortly. Please note - you cannot use these funds in the download casino but you will be able to play with them in the Instant Casino or the Sportsbook.

Now - to address your original query about video slots in the download casino. Are you still experiencing the same error? If so, would you kindly send us a screenshot of the exact point that the error occurs. To take a screenshot, simply press the 'Print Screen' button on your keyboard when you are on the screen in question. Then, open up MS Paint or MS Word and press 'Ctrl-V' to paste that copied screenshot on to the page. Then, save the file and include it as an attachment in reply to this email. We will then be able to further investigate the issue and work towards a resolution.

Once again, please accept our sincere apologies for the inconvenience that you have experienced.



Sincerely,

Philip T

 

[RoyallyFlushed]

I am still playing on that $50 bonus and Im only $5(x20) away from meeting my requirements and Im allowed to play with this on the reg rtg part of the casino.

They have these virtual games that are pretty cool like horse racing etc... I was down to $6 and got a $45 bonus round with free spins.

They redeemed themselves with me as far as I am concerned