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Thrills Casino, won jackpot but not being paid. NetEnt never replies.

Discussion in 'Online Casinos' started by Pendcas9, Dec 5, 2014.

    Dec 5, 2014
  1. Pendcas9

    Pendcas9 Dormant account

    Occupation:
    Work
    Location:
    Sweden
    First of all, the first part of this thread is copied from something i wrote in the Cosmic Fortune thread in over a week ago(LINK here: http://www.casinomeister.com/forums/showthread.php?t=64258&p=658141#post658141. )

    I would like to inform everyone here, that the Cosmic Fortune game still isnt fixed. I would also like to warn you about my bad english.

    I havent had any reason to even register to this site before, since i never had any problems with NetEnt casino games earlier, and this is in a couple of years, but last night it happened to me.

    To make a long story short, 3 balls went into the major jackpot hole. Both me and my friend who was here last night ofcourse cheered and thought we had won it, which was at about 13.000 SEK at the time.
    Even the sound from when the ball went into the hole came, which makes it impossible that the ball could have even gone out from being in the hole, which is something that others here have experienced.

    I therefore want to warn everyone here not to play at this game right now, something that seems pretty obviously already even before my post, to avoid that other players have to experience this.

    The case is with NetEnt at the moment and since we all know they ofcourse can see every outcome and graphics of the jackpot games, we will see what they will decide regarding this case.


    No compensation has been given from the casino site.
    The casinosite where this happened shall remain a secret until the answer from NetEnt comes, regarding what is going to happen with this case.
    The casino themselves have said that they currently cant give me any more information about the jackpot game, and is awaiting response from NetEnt.
    What really made me upset is that the casino themselves, said over phone that "this cant happen" even though they themselves even removed the game from their site due to other technical issues with the game.






    This is my update today 2014-12-05:




    I would like to inform everyone here that this case still isnt solved.
    The casino site (Thrills) has told me that they are waiting for a response from NetEnt, which they still havent recieved according to Thrills.
    I played a lot at thrills before this happened and since this issue came i havent made a single deposit to them, and then they wanted to compensate me for "the long wait" by giving me a small amount of bonus money, which i also had to wager x30.

    This is just incredible, they say they havent recieved a reply from NetEnt yet, at all, and then the best compensation they can come up with is 300 SEK that i also had to wager x30.

    Just wanted to tell all you guys here and warn about this, and show you how this casino has decided to go further with this issue.
     
  2. Dec 5, 2014
  3. Tirilej

    Tirilej Still a Lady CAG MM

    Occupation:
    Breathing
    Location:
    Sweden
    A week isn't long when it's an issue like this.

    I didn't read the other thread so I don't know if anything more was said there, but for me it's clear that they just can't pay out something they can't see.
    You say you saw it happen, but you never got any money from it. Then anyone could say that.

    If NetEnt can't see anything either I think you have to let it go. The game wasn't function properly and if you read the casinos rules you will see what they say about games malfunctioning.
    A sad story it is though and I do feel for you.
     
  4. Dec 5, 2014
  5. aceking123

    aceking123 Ueber Meister CAG PABnononaccred MM

    Occupation:
    chippy
    Location:
    uk

    as T said its not long a week , you got the screen shot to show this aswell , that would always help )
     
  6. Dec 5, 2014
  7. miksaxxx

    miksaxxx Senior Member

    Occupation:
    Computer related
    Location:
    Finland
    yes

    You have to pm Erik or Bruno , they will answer you.
    Thrills have been allways honest and baying every thing. Keep cool. :thumbsup:
     
  8. Dec 5, 2014
  9. paul7388

    paul7388 Meister Member MM

    Occupation:
    not a lot
    Location:
    glasgow scotland
    If you had won the Jackpot then it would have flashed on screen the win and amount.

    The ball are there for show and bounce about. Might look like they have landed in it but if its not lighting up and then showing you won then theres not much you can do. Netents records will only show that you played and how much you won. As they wont show a Jackpot win then im afraid there is little that can be done.

    As you have no actual proof that you won they are hardly going to say well he must have hit the Jackpot and pay out.

    Remember the pictures on screen are only eye candy and if are going to win the jackpot its already decided before you play the bonus.
     
    1 person likes this.
  10. Dec 5, 2014
  11. Finn

    Finn Senior Member MM

    Occupation:
    Engineer
    Location:
    Finland
    When you win jackpot, all the 5 jackpot toilets have their lids go up, after that the jackpot animation starts where you stick your rocket into Cthulhu's cousin or something like that, and then he explodes all over the place and at the end of that it shows the sum of the jackpot you won. Did you get all these graphical effects, or was it just 3 balls seemingly going to the major jackpot toilet? Are you sure no other ball went to any other toilet at the same time when the 3rd ball seemed to go to the major jackpot toilet, it could explain the sound coming at same time.

    You must register/login in order to see the link.

    Starting at 3 min 20 s in this NetEnt video.
    You must register/login in order to see the link.
     
    Last edited by a moderator: Dec 12, 2017
    5 people like this.
  12. Dec 5, 2014
  13. rayray23

    rayray23 Dormant account

    Occupation:
    Admin
    Location:
    Somewhere Only We Know
    Posted my response in the wrong thread, sorry guys!
     
  14. Dec 8, 2014
  15. Erik

    Erik I-Gaming Industry Representative

    Occupation:
    Affiliate Director
    Location:
    Tel Aviv
    Hi Pendcas9

    Could you please PM me your username?

    Regards
    Erik
     
    1 person likes this.
  16. Dec 9, 2014
  17. Pendcas9

    Pendcas9 Dormant account

    Occupation:
    Work
    Location:
    Sweden
    This is what Thrills finally told me:

    "We have recieved an answer from Netent and they confirm that your gaming round was finished correctly with a win
    of 100 coins in the jackpot game. We now see the case as solved."


    This is just, horrible. Im actually lost for words.
    Gladly the word is spread to other forums and a lot of people has already decided to quit playing at Thrills now, which im extremely happy for.
    The way they decided to investigate and solve this case is beyond ridiculous. "


    Not to mention that it took them over 8 days to even get an answer to this case, and when they finally do this is all they say.
    Im happy theres other people deciding to stop playing on Thrills now.
     
  18. Dec 9, 2014
  19. Tirilej

    Tirilej Still a Lady CAG MM

    Occupation:
    Breathing
    Location:
    Sweden

    It sounds like you never even bothered to reply to our posts, where we tried to explain some facts to you. Nice you came back to let us know the outcome though.

    I'm sure other forums just took you for your words, and thought Thrills was horrible. Well that doesn't work in here where people try to find the truth.

    As we also said, a week is nothing since they have to wait for the answer from the software provider. They probably have other important things to do too.

    I will continue to play at Thrills. I like them and trust them which is very important.

    Good luck with your future gambling :thumbsup:
     
    4 people like this.
  20. Dec 9, 2014
  21. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    I no how you feel about waiting, Im still waiting on a response from a reputable casino and rep about a stuck netent game,

    I can sure say that Thrills is a good casino and only go by what netent has proof of, Of course if you have screen shots that show different than you should have a case to take further, It seems netent need to pull there finger, I no alot of people say weekend ect but even thats not good enough in my books, gambling / Casinos is a 24hr operation and should have staff working the clock,

    As I mentioned I'm still waiting a response & it is now Tuesday (near a week) alow I have not heard nothing since Friday the rep has been very helpful to that point,
     
  22. Dec 9, 2014
  23. Erik

    Erik I-Gaming Industry Representative

    Occupation:
    Affiliate Director
    Location:
    Tel Aviv
    Hi Pendcast9

    First of all I am sorry that you believe you have been treated unfair. When it comes to the functionality of the games we are working as close we can to the software providers when situations like these arise. From a technical point of view we have no insight or influence of the games, but we do however take it seriously when there has been a malfunction or a player has a complaint about functionality, and are main goal is always to stand by our players.

    Regarding that it took 8 days to get an answer. First I apologize if you felt this was to long, but these matters do take some time, and quite a bit of investigation. Both our team and the Netent team look through the play history from different angles to see if there has been any malfunction of the game, and there are at times more cases than one to look at which unfortunately slows down the individual cases.

    In this case we could find no indication that there was a jackpot won or that there had been a malfunction, so that is why we relayed that information to you. And without any other information regarding the case, I dont see how we could have approached this case in any other way.

    I do however believe it is a bit unfortunate that you refer to us as being cheaters where we constantly stand by our players and treat them nothing but fairly when Issues have risen.

    I wish you all the best with your future gaming experiences and I am available here in case you would like some more information

    Best Regards
    Erik
     
    2 people like this.
  24. Dec 9, 2014
  25. Finn

    Finn Senior Member MM

    Occupation:
    Engineer
    Location:
    Finland
    So you are blaming Thrills for that it took NetEnt that long to look at the data and deliver the final answer to them? :rolleyes:

    All the NetEnt casinos save the same data, and apparently NetEnt failed to recreate that graphical error from rerun made with that data, graphical errors can be pesky.

    Casinos just run the game data on their servers, then the graphics are formed on your screen based on that data, from the graphics that were downloaded when you started the game

    For any casino to do more than just look at the data and have the software provider do a rerun based on that data, you would have to do one of the following things.

    1) Actually run the graphics on casino servers and have a screen recording program to record that, and transfer the screen recording to players screen. This would take insane amounts of bandwidth, also it would take insane amount of computing power and hard drive space for them to run and record all those graphics.

    2) Transfer the game data to player, then have a screen recording program run on player's computer that automatically transfer the screen recording to the casino. Player could run nice high graphics and the screen recording program could send low resolution recording of it, thus saving in bandwidth usage, but this would still be costly, not to mention super creepy. No one is going to run a screen recording program of any kind on my computer but me. Also screen recording program strains the player's computer or mobile device, many players can't have smooth enjoyable game experience while a recording program is running.

    Like I said, there is no casino around that does either 1) or 2)


    They offered you 300 SEK with x30 wagering. While it is not much, many other casinos would have not given you anything, considering that you gave them nothing but your word. Did you expect them to pay you 13.000 SEK / 1.400 euro for you just because you said that you won the jackpot? Any casino doing that would be bankrupt pretty fast. Too bad that you didn't have screen recording, if you had that and it helped NetEnt to fix any possible bug, NetEnt would have probably sent 13.000 SEK / 1.400 euro to Thrills to give to you.
     
    Last edited: Dec 9, 2014
    2 people like this.
  26. Dec 9, 2014
  27. paul7388

    paul7388 Meister Member MM

    Occupation:
    not a lot
    Location:
    glasgow scotland
    The whole point is tho that you never won the jackpot in the first place.

    You said the ball landed on jackpot but it never lit it up or announced you had won the Jackpot. If it had then maybe I would feel you are hard done to.

    But as it never registered on your screen that you had won then you never, so obviously if it doesn't show a winner on your screen its hardly going to show you as a winner on netents.

    Nothing the casino can do about it as they are hardly going to say oh the player thinks he has won a Jackpot better just pay him. And any player looking at your threads posted across the internet would read them and see clearly you never won so its hardly going to put anyone of playing at Thrills.
     
    1 person likes this.

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