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Topgame Slots - Rogue software?

Discussion in 'Casino Complaints - Non-Bonus Issues' started by Pinababy69, Jun 17, 2009.

    Jun 17, 2009
  1. Pinababy69

    Pinababy69 RIP Lisa

    Occupation:
    Crusader
    Location:
    Toronto, Ontario - Canada
    Was doing a bit of catch-up/reading and came across this thread at the GPWA re: Topgame Software. IF this is true, then no doubt in my mind that Rome and every other Topgame outfit belongs in the rogue pit.

    While all we see so far are allegations of rigged software (ie. video slots), it appears there was enough smoke for Topgame to say they pulled the games and fixed them.....which according to the poster at the GPWA...they're not fixed. It's a short thread and worth a quick read. One to follow up on for sure.

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

    Original post by GPWA member Big Daddy:

    Here is a link to the original thread on CasinoScamReport Forum, where the TopGame rep actually replied and did indeed say that there WAS a technical glitch but that it had been fixed. Does anyone here have a play for fun account at Rome Casino that they can go and check these games out?

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

    Posted by Jonathan (TopGame Rep) on Casino Scam Report:

    So he admits that the wilds were missing on reels 1 and 5 on these slots, and says the games have been pulled, yet players say they haven't been fixed and the games are still available, and there are still no wilds. WTF? And how many people have been affected by this? This is unbelievable.....wild symbols completely missing off the reels, and you can't get the bonus game without them. :eek:

    Please, can someone check this out in fun mode?

    EDIT: Okay, just found page two of that thread, and now they insist the games have been pulled. Even if that's the case, how many people played these games that were IMPOSSIBLE to win on?
     
    2 people like this.
  2. Jun 17, 2009
  3. jas2587

    jas2587 Ueber Meister

    Occupation:
    none
    Location:
    FL
    damn an I played this game Douguies Delights at Planet23 sigh

    Cindy
     
  4. Jun 17, 2009
  5. Pinababy69

    Pinababy69 RIP Lisa

    Occupation:
    Crusader
    Location:
    Toronto, Ontario - Canada
    Well, if I were you Cindy...I'd be demanding my money back!! Pardon the French, but how the fuck do you allow games to be live on your software with complete symbols (and the wild at that) missing, and no one knows about it? How long have these games been available? Are they new or have they been up for some time?

    ANYONE who played any of these games should get a complete refund of any monies played on them.

    Actually, maybe this topic belongs in a thread of its own, so that anyone who plays at Topgame can be made aware of this? I'm in absolute shock, I really am. How gaffed a game can you get? :mad:
     
    3 people like this.
  6. Jun 17, 2009
  7. jas2587

    jas2587 Ueber Meister

    Occupation:
    none
    Location:
    FL
    well short of giving them my 1st born to get my cashout I deposited $50 got a 200% bonus an managed to cashout $208 the bonus is withdrawable but it took from 6-9 to yesterday to get that it was a nightmare tryin to prove I am who I am :eek:

    But I did with a Newport mailer that came to my house with my name papers faxed from my bank an me nothing was good enough so who knows how they think I have uninstalled them

    Cindy
     
  8. Jun 17, 2009
  9. Pinababy69

    Pinababy69 RIP Lisa

    Occupation:
    Crusader
    Location:
    Toronto, Ontario - Canada
    ACCKKK!!

    Okay, I went back and reread each and every post (only two pages) at that CasinoScam place, and it "sounds" even worse than I originally thought.

    Here is Eviecake's original post in the thread:

    Excuse me? A progressive jackpot of $192,000 was just gone? Poof? How the hell was it won if there are no wilds on reels 1 and 5? You have to have the wilds to trigger the progressive. So who won it? And how did they manage to win it with no jackpot symbols on the reels? Has anyone played this game, and was there indeed a jackpot that high?

    I really can't believe this.....or am I missing something? :eek2:

    EDIT: I registered an account over there so that I could ask the TopGame rep where the jackpot funds are, if someone won it, and if so....how? But I can't post until my account is approved. Oh, and this has been ongoing since at least May 26th, the date of the original post, probably before. Originally the casino just told the OP that the only problem they saw with her account were timeouts due to her losing her internet connection, lol. Said there was nothing at all wrong with their software....matter of fact, their games were HOT!!! I'm gagging.
     
    5 people like this.
  10. Jun 17, 2009
  11. CasinoMarketer

    CasinoMarketer Dormant account

    Occupation:
    Affiliate
    Location:
    Canada
    Regarding the software, just thought I would add that a few months back I tested it out when Rome was asking to be on an affiliate site and found that:

    • You couldn't split in blackjack anytime
    • You could never double down at all
    • My balance would somtimes change for a few seconds and then revert back to normal

    There was more that I can't remember and I think most of these have been fixed now but after that I decided never to play or promote the software. Would be great if someone legitimate could do a full audit of all of their games.
     
    1 person likes this.
  12. Jun 17, 2009
  13. jan.strydom

    jan.strydom Dormant account

    Occupation:
    Online Marketing Specialist
    Location:
    India - Costa Rica - Tel Aviv - South Africa - Ukr
    topgame response

    this was posted by me related the issue - I also have the players resonse

    Please accept our sincere apology for the inconvenience caused related to the technical bugs in three of our games. We responded immediately after receiving the complaint from a Rome Casino player and after several tests managed to see the bug - We are currently in the process of fixing it and will only put it back in our system once our QA team have cleared the games and issues in question. As a software provider we certainly appreciate the constructive feedback as this helps Us and You. We have also communicated openly with the player and offered compensation related. We shall also respond to any player that had in the last two weeks played the games and feel they we inconvenienced or compromised in any way.

    Thank you for the problem report as this ensure that we stay on top of our game and that we offer a proper response and urgent Fix. Thank you for playing on Topgame software and want to reassure you of our serious intent at all times.

    For personal contact to any Topgame issues please feel free to contact me at any time - This email is not visible to you.
     
  14. Jun 17, 2009
  15. jan.strydom

    jan.strydom Dormant account

    Occupation:
    Online Marketing Specialist
    Location:
    India - Costa Rica - Tel Aviv - South Africa - Ukr
    players response

    Hi Jonathan,
    That's all I want is to see you be the best you can be as you're a great casino and I know you will catch on with many players looking for something a bit different.
    As for comping me, I leave that up to you, you have already been very generous and I couldn't ask for more. No I don't think you are bribbing me, just showing your appreciation as I will show my appreciation by continuing to play at your casino, as soon as my favorite slot is working correctly :). I just ask that you not dissapoint me or your other players that frequent you as we are what makes you too.
    Thank You,*snip*

    ----- Original Message -----
    From: Jonathan
    To: '*snip*'
    Sent: Tuesday, June 16, 2009 3:44 AM
    Subject: RE: response

    Dear *snip*

    Wow You were spot on we have managed to duplicate the issue we are fixing it this minute.

    A very big thank you for your incredible input and to help make us better.

    We certainly apologize for any inconvenience on your side.

    I would like to offer you some form of Comp to say thanks but to do this I want to be sure that you dont see this as a form of bribe but as a truly sincere goodwill gesture.

    Let me know how you feel and I will respond

    Best Regards

    Jonathan






    From: *snip*
    Sent: Sunday, June 14, 2009 7:01 PM
    To: Jonathan
    Subject: Re: response

    Hi Jonathan,
    Thank you, that is very kind of you and I do hope the issue of the wilds on reels 1 and 5 on the slots in question is resolved. I do very much like your casino and would like to stay as a long time player with you, so I appreciate your attention to my concern.
    *snip*
    ----- Original Message -----
    From: Jonathan
    To: '*snip*'
    Sent: Sunday, June 14, 2009 2:05 AM
    Subject: RE: response

    Hi there

    Thanks for writing me on this matter I am currently having our technical staff checking again and again to see if we can repeat this problem will continue to do so until resolved!!

    Ah you went back to play some more!! I am going to give you a small bonus again to keep our friendship open so to speak also to show our real concern and for your credible feedback.

    Please stay in touch until resolved


    Jonathan Strydom
    Topgame Senior VP
    Training/Consulting/PR
    Mobile: +972526634707
    Skype name - spazed

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




    From: *snip*
    Sent: Friday, June 12, 2009 2:50 AM
    To: This email is not visible to you.
    Subject: response

    Hi Jonathan,
    I do thank you for taking time to review my concern, but don't feel my question has been answered regarding the wild symbols on the progressive games. If my system had time outs, I did not see where it affected the plays at all, so I don't understand how this explaination would affect the lack of wild symbols on reels 1 and 5 on the slots? I clearly see the wild symbols on for instance on the fruit multiline slot, but not on Douguies Delights or Diablo 13, Rick noticed they also don't appear on the Wild 7's slot. How come?
    As for the nice little win, yes it pleased me very much, but my boredom got the better of me and I gave it all back to you, so guess I will have to work on it again :).
    *snip*
     
    Last edited: Jun 17, 2009
  16. Jun 17, 2009
  17. RobWin

    RobWin closed account

    Occupation:
    Who knows?
    Location:
    A Vault!
    And....that's it ???..:confused:
     
    2 people like this.
  18. Jun 17, 2009
  19. Pinababy69

    Pinababy69 RIP Lisa

    Occupation:
    Crusader
    Location:
    Toronto, Ontario - Canada
    Jan, I appreciate you coming and posting a response, but I have some serious issues with this whole thing.

    1. You say you responded immediately once you received the complaint from the player. I don't know what the date was that she initially emailed you, but she made the post that I quoted above on May 26th. The first reply I see from you to her actually telling her something besides it's her internet connection, or the game freezing, is June 14th. That's 19 days.....is that TopGame's interpretation of immediate?

    2. Do you have this player's permission to post her private correspondence with you? I am gobsmacked, I really am. It's not only private emails, it contains her name for God's sake, as well as her complete email address. It seems your trying to explain away something pretty major, by showing us that this one player is okay with your resolution. No offence to her, but I don't think she realizes that this is a pretty major screw up.

    3. Where is the jackpot of $192,000 that the player in question says was in play when this problem first appeared to her? She said she logged in and it was just gone. Don't you guys announce big progressive wins like this? Who won it? And more to the point, how in the world did they win it with two of the Jackpot symbols absent (the wilds)?

    4. This issue is about more than just this player whose emails you have posted. It's about every single player who has played at a TopGame casino since this "bug" has been in play. While it's great you are posting here that you are willing to compensate all players, what about the players who don't read CM? Or read any forums at all? Have you emailed each and every one of your TopGame customers (from all casinos) and informed them of this problem and offered to review their game logs and reimburse them?

    On a more general note, can someone with more software savvy than I have please tell me if symbols completely missing off of reels is considered a bug? And would it really take days to locate it, or duplicate the scenario as Jan has suggested? How difficult is it to check your code and realize that symbols are missing? Jackpot symbols in fact. I mean people from the APCW, and the owner of that CasinoScam forum took a few hundred spins between them, and realized right away that the wilds were missing. Which coincidentally, coincides with the exact time that TopGame decided there really was a problem and it wasn't game freezing and dropped internet connections. If a player can see it just by spinning, how in the world can the people who maintain the software not realize they have symbols AWOL?

    Also, the fact that the jackpot symbols are also wild....can someone give me any idea how much the payout ratio would be lessened by having these symbols missing?
     
    11 people like this.
  20. Jun 17, 2009
  21. Pinababy69

    Pinababy69 RIP Lisa

    Occupation:
    Crusader
    Location:
    Toronto, Ontario - Canada
    Again, just to clarify your claims of IMMEDIATE response....the player posted on May 26th and at that time said she had already emailed you. This was your first reply to her on the CasinoScam forum:

    Reply by Jonathan (TopGame Rep) on June 3rd, eight days after her post -

    The player then posted after you saying she had gone back to you AGAIN trying to explain the problem. Your next reply to her:

    Posted by Jonathan (TopGame Rep) on June 10th, 15 days after her original post -

    And finally yesterday, June 16th, after it seems the forum admin (and the APCW) did some "testing" of their own, you posted that you had seen the reports, and the QA team had managed to duplicate the bug, and yes, the wilds were missing.

    I shudder to think what would have happened if this player "Eviecakes" had not been smart enough to post about this publicly on a forum. And the admin of that forum went and posted at the GPWA and got the APCW involved. Simply unreal.
     
  22. Jun 17, 2009
  23. RobWin

    RobWin closed account

    Occupation:
    Who knows?
    Location:
    A Vault!
    :eek2: Uhh, I would say that is a little more than a bug..:rolleyes:
     
    5 people like this.
  24. Jun 17, 2009
  25. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Admin note: personal details

    Please do not post information that could be consider private:

    1.4 - No posting of privileged information. Please remember to respect other's privacy. In the public forum, do not post real names, email addresses, or other personal identifiers that may be considered privileged information. If these items are already publicly available, this shouldn't be a problem. But if these are from private correspondence, or from some user database, discretion is advised.
     
    5 people like this.
  26. Jun 17, 2009
  27. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    Maxy make *snip* *snip*, user info gone.
     
    3 people like this.
  28. Jun 17, 2009
  29. Pinababy69

    Pinababy69 RIP Lisa

    Occupation:
    Crusader
    Location:
    Toronto, Ontario - Canada
    Much appreciated Maxy. :thumbsup:

    I feel bad that I have dragged this lady, her name and her emails into this...because she was smart enough to post about her experience with the software. I'm glad she did, and I hope she understands. If I ever get posting access at that other forum, I will go and PM her and apologize. I never dreamed anyone would post her "personal" correspondence. I copied her post, figuring a public post is okay.
     
    1 person likes this.
  30. Jun 17, 2009
  31. jan.strydom

    jan.strydom Dormant account

    Occupation:
    Online Marketing Specialist
    Location:
    India - Costa Rica - Tel Aviv - South Africa - Ukr
    to answer

    1. we responded the day we received a notification - I personally don't frequent these forums for the simple reason that I would not get any work done - with respect!

    2. please this is out of proportion - emails are for everybody to see today.

    3. firstly the progressive jackpot was removed from the game and not won.

    4. I believe we shall take look at every player related and take the proper action as stated above but for you to dictate to us what to do is unacceptable, we are a professional operation doing our best to service our product.


    I believe we have more than satisfied the players issue and are sure that she will be a good ambassador for Topgame's Casino's.

    to close - We as a fairly new gaming software supplier are going out of our way to ensure proper games, payout ratio's and providing a service to our operators(currently 22) we certainly have some issues to resolve but as we are a serious company with many years of combined online gaming experience, We are sure to prevail and give many players from around the world a decent gaming experience - bear with us and see.

    thank you

    Jonathan
    Topgame

    PS: the games in question will be up as soon as possible with the fixes in place.
     
  32. Jun 17, 2009
  33. Pinababy69

    Pinababy69 RIP Lisa

    Occupation:
    Crusader
    Location:
    Toronto, Ontario - Canada
    OMG, I can't even reply to you I'm so angry right now. You may not be the least professional casino rep to grace this forum, but you come very close.

    You guys are unbelievable if this is your idea of a response.
     
  34. Jun 17, 2009
  35. jan.strydom

    jan.strydom Dormant account

    Occupation:
    Online Marketing Specialist
    Location:
    India - Costa Rica - Tel Aviv - South Africa - Ukr
    You are now insulting me!! and that's not fair!!
     
  36. Jun 17, 2009
  37. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Violation of player privacy

    Do you have the player's explicit permission to post her emails - to include her name and email address?

    If not, this is a gross breach of player privacy that I'm sure violates your company policies...or are these normal business procedures? Please explain.
     
    15 people like this.
  38. Jun 17, 2009
  39. jan.strydom

    jan.strydom Dormant account

    Occupation:
    Online Marketing Specialist
    Location:
    India - Costa Rica - Tel Aviv - South Africa - Ukr
    It was a pure oversight to get the post out and to legitimize the issue - thanks for snipping it

    Jonathan
    PS: I have already written the player to apologize.
     

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