Videoslots - Newly Accredited

[sueyh]

Is that from someone who lost and wants to get their money back? Like the one further up who lost 200. As if they are stating there will no reimbursement for the ones that lost during the time the games malfunctioned that kind of sets a precident , that it's ok to lose to them and a malfunction voids play but will not be refunded but if the malfunction is in players favour , then that's somehow different

No player lost money because of this glitch. This issue is about the bet was not taken away from the player's account when the player clicked the spin button, how someone can lose money when the balance never gone down only going up?

 

[kds1977a]

No player lost money because of this glitch. This issue is about the bet was not taken away from the player's account when the player clicked the spin button, how someone can lose money when the balance never gone down only going up?

Yes but in the emails sent from VS and their post on this forum they clearly state that ALL BETS made with that provider in that 48hr period have been voided so that would include those of people who lost

 

[sueyh]

Yes but in the emails sent from VS and their post on this forum they clearly state that ALL BETS made with that provider in that 48hr period have been voided so that would include those of people who lost

I believe what VS means all bets with glitch. It is about the common sense isn't it? The casino cannot void the bet that doesn't have any technical issue, that's the law, but they have every right to void the bet if the bet was placed with technical issue.

 

[Team.Videoslots]

Hello everyone,

We are still investigating the issue that happened this weekend and once we have a clear picture of what happened we will give you an update here.

If anyone has received a phone call or e-mail from us regarding this issue and have any questions please feel free to contact us at [email protected] or send us PM.

Best regards,
Team Videoslots

 

[goatwack]

I think this employee's 'Gold Star of the Month' may well be removed indefinitely after threatening with SWAT teams, though I suspect he didn't just go "Hmm, I think I'll throw some legal threats into the conversation for shits and giggles"

I would have also thought that once a product has been 'wrongfully given' that a company can't just take it back willy nilly, unless they had irrefutable proof of fraud. And that's saying that all '20 players' wilfully sought to exploit this bug for monetary gain. I'm sure many (say, 15) would have thought they were just on a rather good run!

 

[colinsunderland]

Hello everyone,

We are still investigating the issue that happened this weekend and once we have a clear picture of what happened we will give you an update here.

If anyone has received a phone call or e-mail from us regarding this issue and have any questions please feel free to contact us at [email protected] or send us PM.

Best regards,
Team Videoslots

So you have threatened people with the police before you have even investigated what happened? Wow.

 

[sueyh]

I'm sure many (say, 15) would have thought they were just on a rather good run!

I highly doubt that is the case. As nickantw has mentioned a couple of pages ago, most of 20 players found out about the bug, increase the bet to $5, $10 ect, increase the balance to the significant money, and withdrew.

I believe most withdrawal is about a few K -not a couple of hundred dollars, the first post about this incident is an attempt to withdraw 9K , no normal person think they have a few K balance just because they had a good run unless they had ultra mega win during the play time.

I like playing kinght's life, and my average bet size for that game is $1, and if I saw the balance of a few K when I decided to stop playing when I didn't have any mega win during the play, first thing in my mind would be something is not right.

 

[colinsunderland]

Someone posted a screenshot of a £2k win from 25p, surely you wouldn't think that was an error

 

[sueyh]

Someone posted a screenshot of a £2k win from 25p, surely you wouldn't think that was an error

Please read my post I again. I clearly said "unless someone has a mega win", I also clearly said most of 20 players, not all 20 players.
I'm pretty sure some of 20 players didn't know about the bug, and got some mega wins during the play time, but most of 20 players knew about the bug and took the advantage of it.

This bug-no bet was taken away- has happened in the past, and there are a few stories about players took advantage the bug and got the huge withdrawal.

 

[greylady]

Wow what a minefield and I sure wouldn't like to be in VS shoes trying to sort this mess out

 

[Harry_BKK]

Millions of SEK, which is less than millions of GBP. That's what I make from the thread at Flasback, wherein a Videoslots log is spoken of "millions".

That player played a Merkur slot and was asked to refund his prize money. I find it a bit harsh that a player "by mistake" is asked to refund the money. What if he did? Would he receive it back if turned out that there was nothing wrong with his slot session?

Then he should state SEK as the site is UK facing. Even if not, you should always tell the entire truth!

 

[Kroffe]

I think this employee's 'Gold Star of the Month' may well be removed indefinitely after threatening with SWAT teams, though I suspect he didn't just go "Hmm, I think I'll throw some legal threats into the conversation for shits and giggles"

I would have also thought that once a product has been 'wrongfully given' that a company can't just take it back willy nilly, unless they had irrefutable proof of fraud. And that's saying that all '20 players' wilfully sought to exploit this bug for monetary gain. I'm sure many (say, 15) would have thought they were just on a rather good run!

I would think if 20 were affected, 1 or maybe 2 at most didnt notice the bug was in place.
Most people playing would notice if balance didnt change when making a spin.
No matter how good of a run i am on, it still costs me money to make my spins.

 

[EkJR]

So thats 2 confirmed cases of Videoslots threatening people with the police. Yeah great behavior from a so called top casino.

@Team.Videoslots did the discussion with management go like this?

Hey, our gaming provider screwed up, they had an error that meant we have gave our customers free money. Shall we tell the person who caused the loss they need to pay us back the money we have paid out to customers due to their mistake, or shall we ring the customers and threaten them with police involvement, so they will get scared they might get arrested, possibly have to go to court, lose their jobs, so they pay us back? Yeah, lets do the scare tactic.

Seriously, I wouldn't expect dodgy casinos to do what you seem to have done, let alone you.

What are the police going to do? Absolutely fuck all. The players have done nothing wrong. Actually cannot believe they have done that, that's beyond incredible. If they paid out then it would become a civil matter regardless.

 

[colinsunderland]

I would think if 20 were affected, 1 or maybe 2 at most didnt notice the bug was in place.
Most people playing would notice if balance didnt change when making a spin.
No matter how good of a run i am on, it still costs me money to make my spins.

I think it depends, I quite often just set 100 autospins off and get on with what I'm doing, just glancing up if I get a big win sound or a feature. If I started with £100 doing £1 spins, look after 30 spins and see my balance is £140 I wouldn't for a second think something was wrong.

I used to set 1000 spins off and go to the shops, so coming back to a big balance happened more than once.

 

[kds1977a]

I think it depends, I quite often just set 100 autospins off and get on with what I'm doing, just glancing up if I get a big win sound or a feature. If I started with £100 doing £1 spins, look after 30 spins and see my balance is £140 I wouldn't for a second think something was wrong.

I used to set 1000 spins off and go to the shops, so coming back to a big balance happened more than once.

Yep me too I quite offer set bonanza off on auto spins when I go out . Then every now and then log back into my home pc with TeamViewer and either there is a bonus or I set it off again . I got one of my biggest payouts at casumo on dhv doing that as when I logged in on TeamViewer the bonus had landed got over 2500x on gates

 

[Kroffe]

I think it depends, I quite often just set 100 autospins off and get on with what I'm doing, just glancing up if I get a big win sound or a feature. If I started with £100 doing £1 spins, look after 30 spins and see my balance is £140 I wouldn't for a second think something was wrong.

I used to set 1000 spins off and go to the shops, so coming back to a big balance happened more than once.

Yeah, like i said, maybe 1 or 2 out of 20 could be doing something like that without noticing that no money was deducted for the spins.
I sometimes do similar things when playing games thats hard to bonus (redtiger grrr). But i dont think the majority of affected players did not notice.
For sure most of them noticed and took advantage by raising their stakes and win big.

Atleast thats what i think. Its all just speculations from my end tho. No way to know how things went down

 

[kds1977a]

A little off topic but relevant I think. What if something like this were to happen on a netent on that casino where you can essentially do turbo spins where you don't actually see the spins and it only stops if the bonus lands. I don't know the ins and outs but if it's what I think you just click how. Many spins and your return clocks up.

 

[Kroffe]

A little off topic but relevant I think. What if something like this were to happen on a netent on that casino where you can essentially do turbo spins where you don't actually see the spins and it only stops if the bonus lands. I don't know the ins and outs but if it's what I think you just click how. Many spins and your return clocks up.

casinoheroes.
Yeah, you just choose the amount of spins and away it goes.
I think its funny they introduced that thing about the same time the 3sec delay kicked in for us swedes with the new license laws.
But somehow those turbospins are allowed. Weird.

 

[ChopleyIOM]

Yeah, like i said, maybe 1 or 2 out of 20 could be doing something like that without noticing that no money was deducted for the spins.
I sometimes do similar things when playing games thats hard to bonus (redtiger grrr). But i dont think the majority of affected players did not notice.
For sure most of them noticed and took advantage by raising their stakes and win big.

Atleast thats what i think. Its all just speculations from my end tho. No way to know how things went down

A player over at a Swedish forum has claimed that the balance he saw onscreen was going down with the bets as usual, but were not being recorded in his game history.

Please note this is a Google translate job so it might not be perfect.

Some of the translations are quite funny though.

Fuck hell cleanly!

 

[kds1977a]

casinoheroes.
Yeah, you just choose the amount of spins and away it goes.
I think its funny they introduced that thing about the same time the 3sec delay kicked in for us swedes with the new license laws.
But somehow those turbospins are allowed. Weird.

You have a delay never knew that. Bit like in the UK the bookies have had to limit the fobts to £2 max stake. All .they have done is now put a pregamble on there so now you can only lose £60 per minute not £300

 

[sueyh]

Atleast thats what i think. Its all just speculations from my end tho. No way to know how things went down

Exactly. Nobody knows full story yet, still most members here are saying VS is doing something wrong.

There is one thing we are sure is one of VS chat agent said something about calling the police which is not absolutely professional and I think it is OK to criticize that behavior.

Apart from that, I'm just wondering why everybody just assume VS is doing something wrong.

We have a story from the player's side but unfortunately VS cannot tell us their side of story because of the privacy law.

VS cannot tell us if the player suddenly increase the bet size to $10 ect.

The best thing we can do is wait and see, I believe, and hope VS can sort out this mess soon.

 

[Kroffe]

Fuck hell cleanly!

I think this will be my new go-to insult.
Well why dont you just go fuck hell cleanly.

 

[colinsunderland]

Exactly. Nobody knows full story yet, still most members here are saying VS is doing something wrong.

There is one thing we are sure is one of VS chat agent said something about calling the police which is not absolutely professional and I think it is OK to criticize that behavior.

Apart from that, I'm just wondering why everybody just assume VS is doing something wrong.

We have a story from the player's side but unfortunately VS cannot tell us their side of story because of the privacy law.

VS cannot tell us if the player suddenly increase the bet size to $10 ect.

The best thing we can do is wait and see, I believe, and hope VS can sort out this mess soon.

Well they can as long as there no information that could lead to the identity of the player being discovered. So they could say 'one player did xxx' and as long as the players identity couldn't be discovered from that (not just a forum name) then it would be perfectly ok

 

[kds1977a]

There may be a bigger issue at edict as i have just been playing at other casinos (playojo and casumo) and all the edict games are erroring saying game cannot start or cannot load etc

 

[nutnut]

Can't even get police to turn up for criminals round here, so I wouldn't be sweating too much if I had withdrew and they threatened that. I would never given them the money back, these errors only ever come to light when casino has lost out never other way.

 

[Biti]

Then he should state SEK as the site is UK facing. Even if not, you should always tell the entire truth!

Video slots didn't mention a currency in that log, but I think they meant SEK instead of GBP. I don't know why people are making such a problem with that article. It's basically what is discussed at Flashback, even with a link to the thread.

 

[EkJR]

Can't even get police to turn up for criminals round here, so I wouldn't be sweating too much if I had withdrew and they threatened that. I would never given them the money back, these errors only ever come to light when casino has lost out never other way.

It's not a police matter anyway. It's a civil matter so using language like that to players is akin to bullying them into paying it back. Shocking behaviour from anyone not least a regulated and accredited casino. Wouldn't even expect that shit from a Curacao casino.

 

[kds1977a]

in a way this is sort of similar to when an online retailer messes up and sells an expensive item say an iphone x for 1p the first couple of people who spot it and pay will probably get the item as itll be automatically shipped , but then the retailer notices a spike in demand and finds out why so they cancel all the orders that they can and notify the buyers / remove the item or correct the pricing. its a fact that they have to suck it up for the few lucky ones who had theirs dispatched before the fault was found. as you dont here of argos or tesco phoning/emailing those customers threatening with police if its not returned/ paid for.
this should of been picked up by the withdrawals processing team earlier than it was, maybe that is how they spotted it a sudden increase in reasonably large withdrawals?

in my opinion this is maybe what vs should do , suck it up and if the fault lies with edict claim off them. as i for one will go to the press with the story if any legal proceedings start.

 

[cncas2123]

I wonder what would happen if every VS player asked for a full audit of their gameplay for the last 5 years for all suppliers just to make sure that they haven’t lost due to a glitch or a malfunction in the software - let’s face it at some stage most players have queried how they can have a sustained run of losses on a slot/slots but they just have to suck it up and move on.

 

[Team.Videoslots]

Hello Everyone,

We had a technical issue during approximately 48 hours on the 21st and 22nd of June. The issue affected players of specific games, and resulted in no bets being recorded or deducted from play, while wins were recorded and credited. As was reported to us, players were able to notice this because the wagers were not visible. Players affected were able to see wins without wagering in MyRTP in their account.

Due to this issue we had to void all play on the affected games during this period.

Account balances were corrected accordingly. This did not change any deposits, wagers, losses or wins outside of the issue. We are resolving the issue and ensuring it does not occur again, and the games concerned will be available again soon.

In the meantime, some players had withdrawn wins for which no bets were recorded. Our terms and conditions are clear that we are entitled to claim this money back, and we wrote to players asking for the money to be returned. It then became clear many players feel uncomfortable about how we responded to the issue and some players complained.

To remove any doubt that we put customers first and do business honestly, we have decided that we will not demand the return of any of the paid out wins in issue. However, we will keep the accounts blocked of those players, and will only reopen those accounts after we have agreed with these players. Players who want to unlock their account can contact us, and then we will give these players details about the transactions in issue so they can check that our calculations are correct.

Br,
Team Videoslots.

 

[paul7388]

Hello Everyone,

We had a technical issue during approximately 48 hours on the 21st and 22nd of June. The issue affected players of specific games, and resulted in no bets being recorded or deducted from play, while wins were recorded and credited. As was reported to us, players were able to notice this because the wagers were not visible. Players affected were able to see wins without wagering in MyRTP in their account.

Due to this issue, we had to void all game play during the said period. Account balances were corrected accordingly. This did not change any deposits, wagers, losses or wins outside of the issue. We are resolving the issue and ensuring it does not occur again, and the games concerned will be available again soon.

In the meantime, some players had withdrawn wins for which no bets were recorded. Our terms and conditions are clear that we are entitled to claim this money back, and we wrote to players asking for the money to be returned. It then became clear many players feel uncomfortable about how we responded to the issue and some players complained.

To remove any doubt that we put customers first and do business honestly, we have decided that we will not demand the return of any of the paid out wins in issue. However, we will keep the accounts blocked of those players, and will only reopen those accounts after we have agreed with these players. Players who want to unlock their account can contact us, and then we will give these players details about the transactions in issue so they can check that our calculations are correct.

Br,
Team Videoslots.

Thanks for posting that.

And what you have posted seems fair enough to me.

 

[Jono777]

Thanks for posting that.

And what you have posted seems fair enough to me.

Agreed!

Have not posted until now but always thought the 'police' reference was more a case of a CS Staff training issue more than anything else and was never actually going to happen.

 

[colinsunderland]

Hello Everyone,

We had a technical issue during approximately 48 hours on the 21st and 22nd of June. The issue affected players of specific games, and resulted in no bets being recorded or deducted from play, while wins were recorded and credited. As was reported to us, players were able to notice this because the wagers were not visible. Players affected were able to see wins without wagering in MyRTP in their account.

Due to this issue, we had to void all game play during the said period. Account balances were corrected accordingly. This did not change any deposits, wagers, losses or wins outside of the issue. We are resolving the issue and ensuring it does not occur again, and the games concerned will be available again soon.

In the meantime, some players had withdrawn wins for which no bets were recorded. Our terms and conditions are clear that we are entitled to claim this money back, and we wrote to players asking for the money to be returned. It then became clear many players feel uncomfortable about how we responded to the issue and some players complained.

To remove any doubt that we put customers first and do business honestly, we have decided that we will not demand the return of any of the paid out wins in issue. However, we will keep the accounts blocked of those players, and will only reopen those accounts after we have agreed with these players. Players who want to unlock their account can contact us, and then we will give these players details about the transactions in issue so they can check that our calculations are correct.

Br,
Team Videoslots.

Thank you for posting and thats totally fair.
However you haven't addressed the claims that you threatened people with the police, nor did you go through security properly before discussing accounts. The police part is what I think most people are unhappy about, so a statement on that would probably be welcomed.

 

[paul7388]

Agreed!

Have not posted until now but always thought the 'police' reference was more a case of a CS Staff training issue more than anything else and was never actually going to happen.

Never posted either as never saw the point. VS was in a lose lose situation and experience on here tells me exactly how the thread would have went.

The CS staff who mentioned police was probably ill trained or just used wrong choice of words. They had probably been told VS would be taking legal action and used police wrongly . As no matter what people think in here if VS has paid out a fortune wrongly to people and they know it then VS would have had every right to take legal action to reclaim the money if it was a vast amount. But no need to even think about it as they are letting people keep the money but banning them which is fair enough.

 

[Mr_Slot5]

It's great that VS have issued a statement and they've absolutely done the correct thing from a customer relations perspective by not pursuing the money.

However it makes no sense to ban these people IMO. The company has more chance of that money being played back to the business by not banning. These people are gamblers first and foremost. It's not like these people set out to exploit any given loophole, it was merely opportunism by the look of it.

 

[snorky510238]

Years ago I worked for William Hill in a betting shop. It was an old shop with an unusually low counter. Bets to be collected were placed at the front of the counter as there was a Perspex screen stopping customers reaching over.

A bet was wrongly settled and clarified by another shop as a winner. Bets over £100 were double checked by relaying the bet to a sister shop. It was for about £350. The guy who placed it had thrown his ticket in the bin but when he came to place his next bet saw his loser on top of the pile to be paid. He retrieved his slip from the bin and claimed it.

Security at WH was a huge part of what went on behind the scenes. It has to be in that type of business. Every fortnight someone would collect the previous fortnights work and take it to a department where teams did nothing other than resettle every single bet as if it hadn’t happened previously to check for fraudsters within the company (and there were many believe me) but also to keep on top of and to give black marks to managers who genuinely kept making mistakes.

This particular bet obviously got picked up as it was a complete howler, to be settled and seconded just shouldn’t have happened. Anyway the guy was a regular and known to staff. The long and short of it was CID knocked on his door and he had to repay it in full.

Not sure what would of happened had he been a stranger that nobody knew as he wouldn’t have been traceable as such (Never thought of that until now).

I know it’s not exactly the same scenario but it is similar if the players behaviour (betting pattern) is/was deemed to be fraudulent. How you would actually prove it I am not sure. Sorry if it’s not totally relevant but I thought some of you might like the story anyway.

 

[goatwack]

Hope everyone knows this batch of VS losses means Finn & Spectra Battles for the next six months

 

[interlog]

Hello Everyone,

We had a technical issue during approximately 48 hours on the 21st and 22nd of June. The issue affected players of specific games, and resulted in no bets being recorded or deducted from play, while wins were recorded and credited. As was reported to us, players were able to notice this because the wagers were not visible. Players affected were able to see wins without wagering in MyRTP in their account.

Due to this issue, we had to void all game play during the said period. Account balances were corrected accordingly. This did not change any deposits, wagers, losses or wins outside of the issue. We are resolving the issue and ensuring it does not occur again, and the games concerned will be available again soon.

In the meantime, some players had withdrawn wins for which no bets were recorded. Our terms and conditions are clear that we are entitled to claim this money back, and we wrote to players asking for the money to be returned. It then became clear many players feel uncomfortable about how we responded to the issue and some players complained.

To remove any doubt that we put customers first and do business honestly, we have decided that we will not demand the return of any of the paid out wins in issue. However, we will keep the accounts blocked of those players, and will only reopen those accounts after we have agreed with these players. Players who want to unlock their account can contact us, and then we will give these players details about the transactions in issue so they can check that our calculations are correct.

Br,
Team Videoslots.

So why are Knights Life and Railroad still offline if apparently these games are not affected?

Why did it yesterday show that nothing was wagered on these games in my account (see previous screen shot of mine) and now it shows correct wagering?

Would appreciate answers to this please before I am satisfied that all is correct with the £200 I put in on Saturday and played through Merkur games.

 

[paul7388]

Hope everyone knows this batch of VS losses means Finn & Spectra Battles for the next six months

Couldn't give a toss lol as i am probably only qualified for the next week or so and that was a miracle. But least i can join the Thursday battle and this weekends. After that they can do finn every battle as i will probably never be qualified

 

[DreamRJ]

Well I did say this was an outcome VS would take and I was right. I gave a few different outcomes, and the one They decided to do was indeed one of them.

I still feel VS need to address the fact that they threatened players with police action, and those CS agents needs to be held to account, retained or fired in my opinion.

Thanks for the update @Team.Videoslots

 

[goatwack]

I don't think heads need to roll as it's people's livelihoods we're talking about. If several CS agents used 'police' in their wording then surely it wasn't their idea, but from the higher-ups.

If indeed they DID use those terms off their own backs, perhaps language barriers notwithstanding, then I don't see how written/ verbal warnings wouldn't suffice.....

 

[kds1977a]

So that means we can keep it? Holiday here we come

 

[cncas2123]

So that means we can keep it? Holiday here we come

My reading is you can keep it but if you do you aren’t going to have your account reopened at VS.

 

[cncas2123]

I don't think heads need to roll as it's people's livelihoods we're talking about. If several CS agents used 'police' in their wording then surely it wasn't their idea, but from the higher-ups.

If indeed they DID use those terms off their own backs, perhaps language barriers notwithstanding, then I don't see how written/ verbal warnings wouldn't suffice.....

I really do struggle to believe that a CS adviser came up with the police statement on their own accord. I would be more ready to believe they have been given a script to cover the issue and tell them what to say.

 

[nikantw]

I guess this means well done to the players that took advantage and cashed out thousands?

 

[kds1977a]

wouldnt really bother me with their lowered rtps now i have accounts at several other casinos

 

[kds1977a]

I guess this means well done to the players that took advantage and cashed out thousands?

wish i had spotted it and seen what was happening friend got nearly 20k

 

[interlog]

Ok so to get this clear..... those that actually received the money will not be asked to pay it back, but those that won, withdraw but wasn't processed don't get the money?

Is that correct @Team.Videoslots

 

[goatwack]

Those 20 players must be facing a real crisis as to what to do.

Return the monies whilst chasing the RTP dragon, or accept hush money

 

[colinsunderland]

I really do struggle to believe that a CS adviser came up with the police statement on their own accord. I would be more ready to believe they have been given a script to cover the issue and tell them what to say.

Yeah I agree. Firstly I don't believe a low level customer service rep would be charged with ringing customers about this. Secondly, whoever rang them must have been briefed on how to handle the call from higher management.