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Tower Quest Glitch @ GUTS Casino

Discussion in 'Online Casinos' started by Slotster!, Jul 22, 2015.

    Jul 22, 2015
  1. Slotster!

    Slotster! I predict a riot. CAG

    Occupation:
    al Hazard
    Location:
    Location, Location!
    Had a pretty weird occurrence a few days days ago playing 'Tower Quest' @ GUTS.

    For anyone that's not familiar with this game, it's one of those where you collect scatters (in this case 'potions') and then when you've got them stacked up - you can choose when to activate your feature of choice. There's a red feature on the right and a blue one on the left, and three layers for each. The more you collect, the better the feature (in theory).

    Anyhow, I'd been playing this for a fair while and ran by balance right down to next to nothing building up the red feature thing on the right - and decided to activate it just before I went bust.

    So I did.

    The feature played out as to be expected so all good and awarded me a spectacular 1970 coins (ish, might've been 1920 - but it was something like that) Woo hoo!!! That's almost £20 in real money. At least I get to play a bit longer.

    Problem is, the money wasn't credited to my balance. Bit of an odd one, so I went back to the lobby and all seemed good - with the money now credited and my balance sat at £20.20 (Or thereabouts, can't remember the exact amounts) So I went back into the game, but my balance was back @ zero again, as though the win never happened. Ok... so back into the game, and still nothing. Gone.

    Now, a couple of things.

    1) This is one of those where if you change the denomination you lose your progress, so I double checked when I went back in I was back at the right coin value (80p) and it did show as though the feature had been played out and I was back to the 'overspill' of collected scatters

    2) I'm reasonably conversant with slots and their behaviour. Wholly expecting this to just right itself at some point. It didn't, and hasn't.

    3) The GUTS support team have been very prompt, friendly and polite. They have understandably responded asking if I had screenshots, which of course I didn't for £20 (That's not going to raise me to hero status on the winner screenshots thread) and then further with "We will need to raise this with the software provider, in this instance 'Play and Go'" I've heard nothing back for a few days now, but to be fair, I did say as it's only £20 - I really can't be bothered chasing it up. I'm sure they would follow this through to conclusion if I had the motivation to do so, so it's not a complaint about the support @ GUTS.

    Just a bit of a heads up really. This actually happened and, whilst in my case it was worth a paltry amount and not worth worrying about, I can imagine you'd be gutted if you hit a monster and it completely disappeared off the face of the earth with seemingly no casino visibility.
     
    2 people like this.
  2. Jul 22, 2015
  3. osulle

    osulle Ueber Meister CAG mm4 mm1

    Occupation:
    life
    Location:
    Northern hemisphere
    Something similar happened to me at Guts last year with Foxwin's Again. There was an error in the game round, can't remember the specifics but contacted support who had the issue resolved in less than 24 hours. So I guess Guts are just waiting on Play'N Go to get back to them; so some game providers are faster than others at investigating and dealing with issues it seems.
     
  4. Jul 22, 2015
  5. Naok777

    Naok777 Experienced Member

    Occupation:
    Customer Service
    Location:
    UK
    Games not knowing the balance has happened to me as well at Guts last week, sent them an email, was sorted in less than 10 minutes.
     
  6. Jul 22, 2015
  7. Slotster!

    Slotster! I predict a riot. CAG

    Occupation:
    al Hazard
    Location:
    Location, Location!
    Hmmm... I must be less trustworthy :D
     
  8. Jul 22, 2015
  9. kavaman

    kavaman Senior Member PABnononaccred3 PABnononaccred3 MM

    Occupation:
    It
    Location:
    finland
    Something similar happened to me at dragonaraonline. I was playing tower quest using a bonus. After playing tower quest i had a nice balance of 1500 after meeting the wagering requirements, or so i thought, becasuse my bonus did not convert to real money. I asked them and they sent me my game logs, the game logs showed my balance was at 0 at some point, even though in reality it was never below 300-400e. So that was the reason it never converted.
    Everymatrix investigated the issue, and i was told that there was some kind of error in the game, and according to dragonara informed that they should not pay my winnings, but dragonara paid half of what i was owed .

    I am definately not playing that game again. I dont even understand how they could think my 1000e balance vanished approximately 1500e of wagering with 4e bets, but this game has error to posting to logs....... Anyway i guess im half satisfied to getting paid half, but tower quest is faulty. Ask them for your game logs!
     
  10. Jul 22, 2015
  11. Slotster!

    Slotster! I predict a riot. CAG

    Occupation:
    al Hazard
    Location:
    Location, Location!
    I had a look at my game log immediately afterwards (on the day) and I'm pretty sure it wasn't there - I.e it's as though it hadn't happened. As I mentioned up there, I might be kicking off more if it was any sort of amount to be worried about. The game logs @ GUTS are a bit of a nightmare as they show every single spin (which makes sense obviously) but it's a bit of a palaver to get to a specific time/date etc (And I can't remember exactly what time it was anyhow :D )

    Like I say, it's just a heads up. It 100% definitely happened, and will be most likely happening again...
     
  12. Jul 22, 2015
  13. randomiam

    randomiam Meister Member

    Occupation:
    n/a
    Location:
    australia
    grab a screenshot next time :)
     
  14. Jul 22, 2015
  15. Slotster!

    Slotster! I predict a riot. CAG

    Occupation:
    al Hazard
    Location:
    Location, Location!
    Yep, I'll grab a screenshot of every single £20 win I ever get on the off-chance the slot has me over. :p
     
  16. Jul 22, 2015
  17. randomiam

    randomiam Meister Member

    Occupation:
    n/a
    Location:
    australia
    its more to show the error is happening incase its ever played on 20 dollers a spin lol
     
  18. Jul 22, 2015
  19. incrediblestuff

    incrediblestuff SearchingForTheHolyGrail! CAG webmeister

    Occupation:
    Currently: Self employed, Previously: Manager
    Location:
    Mostly the Netherlands
    Hi Slotser, good to see you alive and kicking:)

    A similar issue happened to me @ IGame, on another Play' n GO game "Energoonz", when they had just launched the Play'n GO slots there... took a few days then, but i was credited the missing amount and a bit extra from Robin back then:)

    I also couldn't provide real evidence, but of course did stop playing when it happened.
    Some odd stuff really, and for now only seen and heard of (by me) on Play'n GO software..but well, all good this time. I bet Guts will sort it for you. Although i am not 100% sure if i understand osulle's post correctly:

    @ osulle, you had the same issue a long time ago, and that was never solved?
     
  20. Jul 22, 2015
  21. kavaman

    kavaman Senior Member PABnononaccred3 PABnononaccred3 MM

    Occupation:
    It
    Location:
    finland
    Now you made me think twice of playing any playn'go slots, atleast with an active bonus.
     
  22. Jul 22, 2015
  23. paul7388

    paul7388 Meister Member MM

    Occupation:
    not a lot
    Location:
    glasgow scotland
    No she got it resolved. The staff sorted the problem within 24 hours.
     
    2 people like this.
  24. Jul 23, 2015
  25. PNEFOREVER2

    PNEFOREVER2 Senior Member MM

    Occupation:
    Parcel Sorter.
    Location:
    Preston,lancs
    Don't mean to hijack the thread, but what on earth is going on? I rarely deposit at GUTS - only when i play DOA and had multiple errors last time I deposited.

    Now I'm getting this error, I thought things had been sorted?

    Tower Quest Glitch @ GUTS Casino: Guts.jpg,Jul 23, 2015
     
  26. Jul 23, 2015
  27. osulle

    osulle Ueber Meister CAG mm4 mm1

    Occupation:
    life
    Location:
    Northern hemisphere
    Hi Incrediblestuff! I had a similar issue and it was resolved very quickly in less than 24 hours. The issue was on Foxwin's Again during the free spins bonus. I got a re-trigger and shortly after the game crashed and when I went to reload the credits won and remaining free spins too. I went to live chat and explained what happened they sent issue to provider and came back the next day with the resolution which I think if my memory serves me correctly was crediting me the amount of the bonus. So I was just saying in my previous post that some game providers are more responsive and investigate issues faster. Guts was awesome throughout the process as usual.
     
    1 person likes this.
  28. Jul 23, 2015
  29. CasinoBen

    CasinoBen Accredited Casino Representative

    Occupation:
    Managing Director
    Location:
    Marbella
    Hi Slotster,

    Has this been resolved, otherwise pop me a PM and I will sort it out. We are working with PNG to get this sorted with Tower Quest as it seems to be an on again off again occurrence that has both tech teams working to solve (actually thought it was).

    PNE, I will check internally about your issue.

    Cheers,

    Ben
     
    2 people like this.
  30. Jul 23, 2015
  31. Slotster!

    Slotster! I predict a riot. CAG

    Occupation:
    al Hazard
    Location:
    Location, Location!
    Hiya

    Yeah all sorted for me thanks. Like I said earlier, can't fault the support team; it's situations like this that you realise how important customer service is from a casino.

    Hope you get it sorted fully, nothing worse than a whinging player! :thumbsup:
     
    1 person likes this.

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