I'm on my way out, but wanted to say that I thought Rusty's post was great. It provides a very good overview of all the problems that need to be addressed.
Thanks Pina, I do believe there are still explanations and reassurances needed before many people can simply put this down to a glitch and poor PR and I would like to ask Jonathan some questions publicly and to add some detail onto his statement so that he can help us all understand exactly how this came about.
To all concerned
Please once again accept our sincere apology for this whole issue. We apologize to the players and to our operators, its affiliates and to all members of the forum.
As a platform software supplier, we never had any intention to mislead or to create a scenario where a player could not win the Jackpot. We know the industry well and as a new provider, understand more than most the importance of credibility and transparency.
There is currently a lot of confusion related to the games in question as the games were pulled and put back on the same day, except for the jackpot games where the glitch is and that the wilds did not appear in the lines correctly. Please understand that in the rest of the non Jackpot games the wilds in line 1 and 5 are not relevant at all and only reflect in the Jackpot game which is currently being repaired. The game will be returned as soon as possible for players to enjoy. I want to also ensure players that the current payout is at 96.7% reflecting a very decent and above average payout percentage.
We are also currently in the process being tested by TST and will share the outcome very soon. Certificates will be posted on all operator websites.
As a final goodwill gesture, Topgame offers all players concerned a return of all deposits and where we believe the players were compromised, a 100% return and some goodwill comps. Our technical team will in the next days proceed with the refunds on a player by player basis.
Also note that I personally only represent Topgame and not Rome or any other of our current Casinos.
Please once more accept our true and sincere apology for the software bug, also for the slow response but promise to stand by our operators and players 100%
.
Contact me personally at
[email protected] related to any query.
Jonathan
Topgame
Hi Jonathan,
Thank you for realising the importance of communicating properly with forum members (Your customers/players and business partners/affiliates)
I am sure David from ThebesCasino appreciates it too.
As I stated at the head of this post there are still some things I am unclear on that you may well be able to help me with for which I would be grateful.
When you state;
As a platform software supplier, we never had any intention to mislead or to create a scenario where a player could not win the Jackpot
You are not saying this situation developed out of nowhere I am sure so
can you tell us exactly what the intention behind modifying this game/s was?
The game/s functioned normally for some considerable time so there needed to be a deliberate intention to change something within the game to cause the Wilds from reel 1 and 5 to be removed.
If this removal of the wilds was a software bug caused by a modification to the game can you please explain how this came about?
Also could you inform as to how fewer reel stop positions (no wild) on reels 1 and 5 did not cause the game to crash but to apparently function normally including the correct award of prizes (except the Jackpot)
Do these slots function as bingo games rather than slots where prizes are preselected and the result displayed graphically rather than awarded for winning combinations from the 5 reel stop positions?
So what was the original motive to change the game/s and how did these changes cause the missing Wilds?
You continued.
We know the industry well and as a new provider, understand more than most the importance of credibility and transparency.
Again altering gameplay mechanics on a game that is live (especially Jackpot slots!) without the players knowledge is unethical in my view and anything but transparent but I realise you are not the only software provider that believes players should be kept in the dark.
Understand more than most the importance of credibility and transparency?
Empty statements with false sentiment will not wash.
(No wash no transparent
)
If Topgame or any other software provider truly wants to be transparent then drop me line - I will make you crystal clear and squeaky clean!
There is currently a lot of confusion related to the games in question as the games were pulled and put back on the same day, except for the jackpot games where the glitch is and that the wilds did not appear in the lines correctly.
Why were the other games (Non Jackpot) pulled if they did not suffer from the same mysterious glitch?
the wilds did not appear in the lines correctly.
Bit of an understatement if I may say so since they did not appear at all because they were missing.
Can you confirm that the Jackpot totals will be the same as when the games were pulled when they are reintroduced?
Please understand that in the rest of the non Jackpot games the wilds in line 1 and 5 are not relevant at all and only reflect in the Jackpot game which is currently being repaired. The game will be returned as soon as possible for players to enjoy. I want to also ensure players that the current payout is at 96.7% reflecting a very decent and above average payout percentage.
Is that 96.7% with or without the Wilds on reels 1 and 5 or is your software designed in such a way it makes no difference?
We are also currently in the process being tested by TST and will share the outcome very soon. Certificates will be posted on all operator websites.
I assume this testing was not done previously then.
Can you confirm all games on your platform are being tested and not just the Jackpot games?
As a final goodwill gesture, Topgame offers all players concerned a return of all deposits and where we believe the players were compromised, a 100% return and some goodwill comps. Our technical team will in the next days proceed with the refunds on a player by player basis.
That is really the First positive thing to come out of this.
Are you going to be proactive in contacting affected players, doing all you can to contact them I mean, rather than just addressing those that contact you?
What are Topgame doing about the ludicrously high wagers required for a player to be eligible for a Jackpot - $45 and $65 a spin I believe?
It seems some players (probably many) are playing these Jackpot slots under the misapprehension they could win it on lower stakes.
Will you making extra clear the requirements for a Jackpot win?
Incidentally What is the prize for 5 Wilds on a winline that does not award the progressive Jackpot?
Sorry for so many questions and such a long post Jonathan but if you could answer each comment and question comprehensively it would be appreciated by all and will no doubt save us both some time in the future.
It may not be popular, but there's nothing wrong with what you had stated.
