Videoslots - Newly Accredited

[nikantw]

Quite surprised we haven't seen any posts praising Videoslots for refunding them on losing bets yet though.

You know how I feel about this. I posted somewhere "casinos should always pay unless the player hacks the software".

What are the regulatory requirements in cases like this? Prove malfunction and refund all players? Can do anything they want? What passes as malfunction?

 

[interlog]

Chat transcript for transparency (make of it what you will):

Chat started on 23 Jun 2019, 05:09 PM (GMT+0)
(05:09:29) *** Me joined the chat ***
(05:09:29) Me: On Saturday 22/06/2019 I made a total deposit of £200 and played Merkur games and lost the deposit. No problem so far. However, I heard that there was a problem with the Merkur games and those players that won had their wins confiscated. Considering the problems with this provider on Saturday, can you therefore please reimburse me the £200 and confirm when this will be done
(05:09:47) *** VS ***
(05:10:13) VS: Hi Mark, how are you?
(05:10:15) VS: Could you kindly verify your date of birth and your address for me and I will have a look at your account?
(05:10:40) Me: DOB xx/xx/xxx, address xxxx
(05:10:55) VS: Hold on please.
(05:10:58) Me: ok
(05:16:58) VS: The problem was with Edicts games, not with Merkurs.
(05:17:14) Me: But they are the same provider?
(05:18:36) VS: What games exactly are you talking about?
(05:18:37) Me: You have taken the games offline now I noticed
(05:18:44) Me: Knights Life and Railroad
(05:19:40) VS: I do not know anything about it.
(05:19:47) VS: Only 2 games were affected.
(05:20:23) VS: So if you did not play those two games we did not contact you and everything is fine.
(05:20:41) Me: So why have you taken them offline then and why did you tell others that there was a problem with the provider?
(05:21:02) VS: What games are you talking about now?
(05:21:23) Me: Same games Knights Life and Railroad
(05:21:31) Me: One sec..
(05:22:36) Me: Visitor uploaded: Capture.JPG URL: Type: image/jpeg Size: 72064
(05:22:37) VS: We update our games and we often take down and launch new games, there wasnt any particular reason to take them down as far as I know.
(05:23:01) Me: You sent that email to another player saying you had probs with the provider4
(05:23:31) VS: Yes and if we did not send it to you it means it did not affect you.
(05:23:54) Me: I am not getting anywhere here so I will escalate it further. Thank you for your help
(05:23:57) Me: Have a good evening
(05:24:23) *** Me has rated the chat Bad ***
(05:24:25) *** Me left the chat ***

 

[colinsunderland]

Well I played Merkur games on Saturday and lost £200.

I just finished a chat with VS to ask for a refund and they are refusing, citing that the games I played were not affected (Knights Life and Railroad).

Incidentally, both games are not available any longer at this moment in time. Coincidence?

@Team.Videoslots care to look into this and let me know when my refund of £200 plus apology will be made - thanks

If the email is real it clearly states all Edict games, of which they are a part of I believe.

 

[interlog]

If the email is real it clearly states all Edict games, of which they are a part of I believe.

Correct.... hence that I will insist on the refund. Both the games that I played are offline at the moment so why take them down if there was/is no problem with it?

 

[colinsunderland]

Correct.... hence that I will insist on the refund. Both the games that I played are offline at the moment so why take them down if there was/is no problem with it?

Not being logged in shows only 6 Merkur games, is that the same when logged in? Thats a lot of games to remove if only 2 were faulty. You should have asked live chat which two games were faulty

 

[interlog]

Here is a screenshot of my bets on Saturday. I only deposited £200 and played Edict/Merkur only. It clearly shows nothing wagered yet there are wins and bets showing?

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[interlog]

Not being logged in shows only 5 Merkur games, is that the same when logged in? Thats a lot of games to remove if only 2 were faulty. You should have asked live chat which two games were faulty

Yep it only shows 5 games, all the rest no longer there. Clearly something wrong.

As to your last point..... I was not going to get anywhere and the poor sod on the other side of the chat probably couldn't help anyway. No point speaking to somebody that doesn't know Edict and Merkur are one and the same.

 

[Mr_Slot5]

Here is a screenshot of my bets on Saturday. I only deposited £200 and played Edict/Merkur only. It clearly shows nothing wagered yet there are wins and bets showing?

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The mind boggles as to what's going on behind the scenes at VS towers right now

 

[colinsunderland]

Yep it only shows 5 games, all the rest no longer there. Clearly something wrong.

As to your last point..... I was not going to get anywhere and the poor sod on the other side of the chat probably couldn't help anyway. No point speaking to somebody that doesn't know Edict and Merkur are one and the same.

Have a look at the weekend booster for that day, if it shows £0.00 then clearly something is up, if not get back onto support and ask why

 

[interlog]

Have a look at the weekend booster for that day, if it shows £0.00 then clearly something is up, if not get back onto support and ask why

£3 odd weekend booster..... it looks like the game played for me but wasn't connected to the Edict servers? Is that even possible?

 

[paul7388]

Well i can see why you would want the refund interlog.

But i can also see it from the casinos side. If i ran a casino and two games from a provider suddenly went faulty then to be on the safe side i would probably take the rest of them down at the same time just in case the same happened even if they were showing no signs of faults.

So although i know why you are wanting a refund unless those games are found to be faulty then i do not see a reason why you should be refunded if the casino has just took them down to be safe after what happened with 2 other slots. No doubt they will be getting checked and if a fault is found then you will be contacted like the players of the other slots.

 

[Mr_Slot5]

Well i can see why you would want the refund interlog.

But i can also see it from the casinos side. If i ran a casino and two games from a provider suddenly went faulty then to be on the safe side i would probably take the rest of them down at the same time just in case the same happened even if they were showing no signs of faults.

So although i know why you are wanting a refund unless those games are found to be faulty then i do not see a reason why you should be refunded if the casino has just took them down to be safe after what happened with 2 other slots. No doubt they will be getting checked and if a fault is found then you will be contacted like the players of the other slots.

But in fairness to the player, surely casinos should be claiming the liability back from the provider (if it's a provider fault), not automatically penalising the player, nor (allegedly) threatening people with the police

 

[paul7388]

But in fairness to the player, surely casinos should be claiming the liability back from the provider (if it's a provider fault), not automatically penalising the player, nor (allegedly) threatening people with the police

Yes. But i never commented on that. I merely commented that if the games Interlog had played were not faulty then he would not be entitled to a refund if they had just been pulled as a precaution. If indeed faulty he should be refunded.

 

[pinnit2014]

I'd have thought there would have been some sort of insurance and/or contract term between the casino and the provider anyhow (B2B and all).

That'd be an interesting convo with the police - you'll never believe it, someone won gambling: arrest them, sir.

 

[colinsunderland]

Well i can see why you would want the refund interlog.

But i can also see it from the casinos side. If i ran a casino and two games from a provider suddenly went faulty then to be on the safe side i would probably take the rest of them down at the same time just in case the same happened even if they were showing no signs of faults.

So although i know why you are wanting a refund unless those games are found to be faulty then i do not see a reason why you should be refunded if the casino has just took them down to be safe after what happened with 2 other slots. No doubt they will be getting checked and if a fault is found then you will be contacted like the players of the other slots.

But the email clearly states all bets from the provider were void, not just 2 games. I'm sure someone on here will have played magic mirror 2 there over the 2 day period so will be interesting to see if they were refunded any losses or had winnings voided as that was one of the specific games mentioned.

 

[interlog]

Yes. But i never commented on that. I merely commented that if the games Interlog had played were not faulty then he would not be entitled to a refund if they had just been pulled as a precaution. If indeed faulty he should be refunded.

I get all of that, but why then say to another player on email that there was a problem with the provider over a 48 hour period. That to me reads all games? Then there is also that screenshot of mine showing nothing wagered, yet I lost £200 and played exclusively Merkur games.

Not too fussed about the £200 to be honest, it is the principle of the matter. Strange the problem was only detected once big wins were to be paid out to the respective players.

I would like @Team.Videoslots to properly look into this and come up with some better answers than given so far.

 

[ChopleyIOM]

£3 odd weekend booster..... it looks like the game played for me but wasn't connected to the Edict servers? Is that even possible?

Trying to piece this together, including from reports over at the other forums, it looks like the games may have gone into some sort of 'demo mode' (which appears to be with some kind of massively enhanced RTP, so more like a 'show mode' scenario, where the game is showing off all its big pays and suchlike), there are reports that the game was allowing spins in real money mode when no cash balance was present.

By all accounts at least one person had a cashout successfully processed at VS before the penny dropped that something had seriously gone wrong.

It's hard to say exactly what happened at this point, but this is the sort of thing that can MASSIVELY undermine trust in playing online, so we need a clear explanation from VS and the provider as to what happened.

I also want to know if that chat transcript is genuine, did a VS representative really threaten a player with the police if the player didn't return funds already paid out to them?

 

[SteveBr]

Hypothetically speaking, would it be possible for a rogue element at Edict/Mercur to ramp up the RTP to a ridiculously high figure, say 1000% for example? Then let a friend know and tell them to fill their boots?

 

[paul7388]

I get all of that, but why then say to another player on email that there was a problem with the provider over a 48 hour period. That to me reads all games? Then there is also that screenshot of mine showing nothing wagered, yet I lost £200 and played exclusively Merkur games.

Not too fussed about the £200 to be honest, it is the principle of the matter. Strange the problem was only detected once big wins were to be paid out to the respective players.

I would like @Team.Videoslots to properly look into this and come up with some better answers than given so far.

I never bothered to read it all.

I just pointed out that if only one or two games were proven faulty then others might be took down as a precaution.

But if they were all took down as faulty then of course you should be refunded £200. Might not be a lot to you since that was amount you deposited but to me that would be a good withdrawal lol.

But no doubt all the games will be getting investigated with the provider by people higher up than chat personnel and i would imagine VS will refund players if the games were faulty.

 

[Mr_Slot5]

Hypothetically speaking, would it be possible for a rogue element at Edict/Mercur to ramp up the RTP to a ridiculously high figure, say 1000% for example? Then let a friend know and tell them to fill their boots?

Or maybe a streamer?

My initial thought was the same as Chopley's and that the slots crossed over into a demo type mode.

 

[ChopleyIOM]

Hypothetically speaking, would it be possible for a rogue element at Edict/Mercur to ramp up the RTP to a ridiculously high figure, say 1000% for example? Then let a friend know and tell them to fill their boots?

I'd expect all games to have a sort of 'GOD MODE' available to them (or just some sort of debug mode), on UK fruit machines it used to be called 'DOOR OPEN MODE', this is where the payouts were massively ramped up and players could move the reels however they wanted to get big wins and suchlike, the point being it was all in demo mode and the machine would never pay any of this money out, it was often used at trade shows and suchlike.

I think the wires got crossed here, and the slots were accidentally put into the equivalent of 'DOOR OPEN MODE' but the players were still playing on their real money accounts.

 

[interlog]

I never bothered to read it all.

I just pointed out that if only one or two games were proven faulty then others might be took down as a precaution.

But if they were all took down as faulty then of course you should be refunded £200. Might not be a lot to you since that was amount you deposited but to me that would be a good withdrawal lol.

But no doubt all the games will be getting investigated with the provider by people higher up than chat personnel and i would imagine VS will refund players if the games were faulty.

Well here is hoping that is going to be the case. But, from a PR perspective it may be wise for them to make a statement sooner rather than later as it is not looking good for them at the moment. A lot of distrust regarding this particular situation flying around at the moment.

 

[Team.Videoslots]

Hi everyone,

So, first of all, this is still an ongoing investigation from ourside together with Edict. We dont have all answers yet to why it happened or the reach of it (so far about 20 players are affected).

What do we know so far?

The technical issue was a glitch in the systems of one of our suppliers. During approximately 48 hours on the 21st and 22nd of June, two games from our game supplier Edict malfunctioned. These games were Magic Mirror Deluxe II and Gold of Persia. As a result, no bets were recorded or deducted from play, while wins were recorded and credited. Due to this error all game play during the period of malfunction of these games have been voided.

Until we find out the reason, all games from Edict will be offline.

Most players did not take adventage of this, but some did. We will go through case by case with the game provider. Further information will be published on our website.

@interlog , we will be looking into your case as well.

We apologize for the inconvenience.

 

[interlog]

Some more digging........

On another English speaking forum (initially linked to from here), winnings were confiscated because games were played on Magic Mirror Deluxe II and Fruit Mania/Arabian Nights. The person that won on Fruit Mania also played Rasputin but Videoslots never said there was a problem with that slot. It was Fruit Mania (where the win was) that malfunctioned.

On a Swedish forum, yet another player was denied winnings, this time on the slot called Rasputin, the same slot the above mentioned person played yet no mention was made by Videoslots that this malfunctioned too?

So that is 3 slots now that apparently malfunctioned and the confusion continues.

 

[interlog]

Hi everyone,

So, first of all, this is still an ongoing investigation from ourside together with Edict. We dont have all answers yet to why it happened or the reach of it (so far about 20 players are affected).

What do we know so far?

The technical issue was a glitch in the systems of one of our suppliers. During approximately 48 hours on the 21st and 22nd of June, two games from our game supplier Edict malfunctioned. These games were Magic Mirror Deluxe II and Gold of Persia. As a result, no bets were recorded or deducted from play, while wins were recorded and credited. Due to this error all game play during the period of malfunction of these games have been voided.

Until we find out the reason, all games from Edict will be offline.

Most players did not take adventage of this, but some did. We will go through case by case with the game provider. Further information will be published on our website.

@interlog , we will be looking into your case as well.

We apologize for the inconvenience.

So did you also confiscate a SEK158,000 win on Rasputin as reported on a Swedish language forum?