William Hill - RTP misadvertising,

Mouse75

Experienced Member
Joined
Nov 16, 2018
Location
Southport
As we all know - Will Hill have nerfed their RTP on certain providers - but not all slots from those providers.

I was playing on my mobile last night and noticed some discrepancies - on the in game help files - showing the original RTPS. So further investigation on thier website today....

Book of Dead - outside the game on the info screens etc - RTP 94%. In game help file 96%

This is on both their games and vegas sections

I know - other games showed a lower RTP last week - sus as DOA (original) This was dropped to 93%

However on their "new and improved" games home page - you can no longer check an RTP before playing game - and yep - you guessed it - help file for this shows 96%

So - not only did they drop RTP and only let players know in a round about fashion - the help files have not been updated and they are in fact now just lying to and robbing their customers, on Games - you used to be able to load a preview screen about game including RTP - this function has gone.

As the help files are inaccurate - surely this is against the law for their UK facing customers.

I have been loyal to them for years - losing on slots but having an account over £40k in profit due to Poker. However - enough is enough.

Fuck off you robbing scamming bastards
 

brianmon

Ueber Meister
webby
mm4
Joined
May 22, 2013
Location
Cumbria
I've noticed this on several sites, regarding DOA. Where they've notified the players that the RTP has been changed. But the helpfiles are still showing the original highest RTP.
LvBet, for instance, lowered the DOA RTP from 96% to 94%. I checked the helpfile after they told their players that they had done this, and it was indeed 94%. Upon checking today the helpfile is now stating 96%

It's the same at VideoSlots. Although they didn't notify their players of the change. It did change from 96% to 94%. But, again, checking just now. the helpfile states the original 96%

So either the games have been changed back to the original, NetEnt have messed up the helpfiles, or the casinos have found a way of redirecting the helpfile request to the 96% version

Maybe @LV BET could comment. Since they were the site who were the most upfront about their RTP changes.
 
Last edited:

Mouse75

Experienced Member
Joined
Nov 16, 2018
Location
Southport
@dunover
I am going to - I have just had a Live chat with one of thier agents.
entertaining and I may post the transcript here.
Safe to say.. I was fed a load of codswallop
 

Mouse75

Experienced Member
Joined
Nov 16, 2018
Location
Southport
@dunover do you happy to have an email address for the UJGC which i can just CC my complaint to Will Hill?

Thier website doesnt seem to give a straight email address
 

brianmon

Ueber Meister
webby
mm4
Joined
May 22, 2013
Location
Cumbria
@dunover do you happy to have an email address for the UJGC which i can just CC my complaint to Will Hill?

Thier website doesnt seem to give a straight email address
Maybe, when you email them, you could also point out that it should be compulsory for providers to display the RTP on their loading screens, rather than hiding it away in helpfiles and paytables. Then there wouldn't be any confusion or doubt
 

Mouse75

Experienced Member
Joined
Nov 16, 2018
Location
Southport
Maybe, when you email them, you could also point out that it should be compulsory for providers to display the RTP on their loading screens, rather than hiding it away in helpfiles and paytables. Then there wouldn't be any confusion or doubt
There are al ot of things UKGC could ask for which would be better instead of focusing on no auto play.

RTP on load
No max stake button
Games to default to min stake (max lines is fine though so 10p for 10 lines on book of dead) on load - rather than different per operator

And thats just my instant thoughts
 

Mouse75

Experienced Member
Joined
Nov 16, 2018
Location
Southport
Here's the transcript - yes I was a twat - but the question dodging pissed me off. Excuse the typos - i hate live chat.


[06:13:46 PM]Hi, you’re speaking to Will, the Digital Assistant.
[06:13:47 PM]Michael : RTP's you have recently dropped these on some of your games - fair enough - that is your prerogative. HOWEVER - your help files ingame are showing the higher figures and giving very false information to your players. Please treat this as a complaint and escalate to the highest levels of customer care. Please respond by email from your management team
[06:13:47 PM]Will, the Digital Assistant: I'll put you through to one of our advisors who can sort that out.
[06:13:48 PM]Will, the Digital Assistant: Please type Yes if you wish to speak to one of our advisors. Otherwise, please click the 'Disconnect' button on top.
[06:13:55 PM]Michael : yes
[06:13:56 PM]Will, the Digital Assistant: I'm finding an advisor right now, this may take a few minutes. Thanks for chatting with me. [06:13:56 PM]'Will, the Digital Assistant' disconnected ('Transferred to Queue').
[06:14:13 PM]Hi, you’re speaking to Red. [06:14:31 PM]Michael F Fay: Hi Red - I hope you having a good day
[06:14:58 PM]Michael : However - I doubt that you will be able t odeal with my comment / complaint - please forward on my behalf [06:15:38 PM]Red: Let me assist you.
[06:16:58 PM]Red: Just to confirm, you're referring to the Return to Player percentage regarding your gameplay, right?
[06:17:05 PM]Michael : yes
[06:18:28 PM]Michael : Rich Wilde - book of dead. Yourecently lowered this to 94 % - Your in game help file advises 96%. There are more examples.
[06:18:43 PM]Red: Thanks for confirming. Please note that RTP shown on the game are calculated not just on your gameplay.
[06:19:34 PM]Red: The RTP percentage is a measure of the percentage of stakes a game returns to players (generally over a minimum of one million plays). This is on all the players who played the game.
[06:19:48 PM]Michael : Behave - now you are annoying me!!!! I am not talking about individual figures - I am well versed in how this industry works. You advertise 2 differnet figures - and once you load a game - it is clear that you have not updated the help files
[06:20:34 PM]Michael : Stop treating me like an imbecile - and answer my query - or as requested - forwardto your managemnt team, so they cvan advise why you are deliberately misleading and lying to your customers
[06:21:22 PM]Michael : Your RTP for Dead or Alive is 93%. The ingame help file advises 96% - why the discrepency?
[06:21:28 PM]Red: I understand your side. And the reason why figures are updated are because the games are being monitored by independent bodies continuously. They make sure that the game remains random and honest to provide everyone a fair chance of winning.
[06:21:40 PM]Michael : No - that is not correct
[06:21:52 PM]Michael : Absolutey jargon rubbish
[06:22:22 PM]Michael : on your vegas home page, if you click more info for book of dead - it says RTP 94% (94 point something)
[06:22:40 PM]Michael : If you click on the help file once yyou have loaded the gamne - it says 96%
[06:22:41 PM]Red: I'm sorry if you feel that way, Michael. If you wish to escalate this matter further, you may send an email to our Second Opinion team at second_opinion@willhill.com
[06:22:50 PM]Red: They're our highest point of escalation.
[06:23:09 PM]Michael : I have asked you to forward my genuine - and legal complaint to management
[06:23:29 PM]Red: I'm sorry but you need to be the one to send the email to them.
[06:23:29 PM]Michael : This isnt "how i feel" i have given you statements of fact
[06:24:02 PM]Michael : You have sent me a deliberately incorrect and deliberately misleading general statement designed to fob people off [06:24:24 PM]Michael : Please send me a copy of this transcript to my email immediately
[06:25:02 PM]Red: That is not my intention. And I'm sorry. I'll send you the chat transcript a few minutes after the chat ends.
[06:26:10 PM]Michael : Ok - that is reasonable - thank you. Why did your reply not address my clear question - and instead refer to something which is clearly not correct as any employee or half knowledgeable customer would know?
[06:27:16 PM]Michael : I was asking a general query and making my concewrns known - however - your reply has really really annoyed me as a long standing and loyal Will Hill customer
[06:27:20 PM]Red: We wish to address matters here in chat first as our Second Opinion team is our highest point of escalation. This is the reason why I've provided you the information earlier.
[06:27:33 PM]Michael : Your information was incorrect [06:28:56 PM]Michael F Fay: I never mentioned my gameplay at all - I STILL would like an answer as to why you are showing two different figures for some games?
06:29:39 PM]Red: I understand and I'm sorry for what happened.
[06:29:59 PM]Michael : ok - apology accepted. Can you answer the question?
[06:31:37 PM]Red: The reason why figures are updated are because the games are being monitored by independent bodies continuously. They make sure that the game remains random and honest to provide everyone a fair chance of winning. Hence, the indicated figures could be updated depending on the calculation made by the independent bodies that tests the games.
[06:34:09 PM]Michael : Thats not correct at all. You chose an RTP from your providers - and for three of these at least - there may be more - Netent, Play N Go and Pragmatic, you have changed to a lower RTP offering as a buisness on some slots. As I said - your choice as long as fairly advertiesed. However for these games where you now offer a maths model with a lower RTP - your in game help files still show the original RTP - whcih over billions of spins a player will not achieve nwy
[06:34:14 PM]Michael : *Anymore
[06:34:20 PM]Michael : Clicked enter in error
[06:35:39 PM]Michael : To continue, you switched maths models, you lowered the RTP and raised youe edge. I am not against this in principle. However by not giving accurate information in help files you are lying to your customers. Again your answer has tried to skirt this and has misdirected to something ihave not queried
[06:36:34 PM]Michael : Figures are NOT updated by any regulatory body - they simply check you arent misleading players. And, at the moment you most definitely are.
[06:36:52 PM]Michael : As i said - i understand the industry
[06:37:45 PM]Red: I see your point, Michael. What I can suggest you is to send an email to our an email to our Second Opinion team for this matter.
[06:40:17 PM]Michael : Ok - I did advise at the start that you would probably not be able to assist - but as mentioned your very poor template responses as the face of WH are annoying, in accurate and basically a load of codswallop. You have left me angered and disappointed and shown that Will Hill do not care about customers. I am sure that you will send transcript of chat - and I will be emailing - howver, please can I have a reference for this chat in case i do not receive the transcript.
[06:41:15 PM]Michael : RED - you have been the unlucky person who picked up this chat - however this is not directed at you - but your corporation. I do wish you a pleasant evening.
[06:41:39 PM]Red: Here's the reference number of our chat, 210308-003172.
[06:43:31 PM]Michael : Thank you - please close this and send transcript
[06:44:12 PM]Red: You're welcome. Thanks for chatting with us today. If you have other questions, you may contact us back anytime or visit our Help Section. Stay safe.
[06:46:47 PM]'Michael' disconnected ('Concluded by Agent').
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
ok

Book of dead RTP 96 on both in game help and on the game
Legacy of Dead 96/96
Reactoonz 2 96/96
Same on the vegas section
Although on the vegas section the info screen before you enter the game gives the lower RTP's

As a rule of thumb, the in game helpfile for PNG games will be the correct one, as it's served directly from PNG not the casino.
 

Mouse75

Experienced Member
Joined
Nov 16, 2018
Location
Southport
@colinsunderland

Thank you - the lower figures on the Vegas info screen (And on the "games" info screen if you use Microsoft edge as your browser) only started listing the lower RTPs' after their last email to customers saying games had been updated.

If they running at the higher RTP's then all is good... However i have doubts. Did you do that server check thing @ChopleyIOM showed on his Coral Video (as you may have guessed - technical skills not my strong point)

Newish Play N Go stuff was showing at 96% on Friday (Cat Wilde and doom of dead / Cat wild and the eclipse god) but now shows 94 on any pre game screen.
Same on Legacy of Dead - which showed 96% on Friday when I was playing on a bonus - both inside and outside of game, now shows 94% outside. Lots have changed this weekend - and they ran a major update Friday lunchtime. ( I was playing at the time - my balance and bonus went to zero, all bonus promos disappeared from the site, and whilst I was asking chat what was happening it all reappeared about 15 mins in total)

The Netents are the same - DOA - 93% outside of game, help file shows 96

I agree with your rule of thumb - but Coral managed to circumvent this.
 

mack341

Senior Member
Joined
May 8, 2018
Location
south east england
I played DOA2 the other day at WH, seeing some say the rtp was getting chopped I made a point of checking the rtp, could only find it on the ingame page not the WH help page, it said 96.8 % or something so I merrily played it and got nowhere, I wonder if it was a lower rtp, seems odd to change DOA to 93% and not doa2?

For me rtp is similar to an 'invitation to purchase', and like trading standards with shop/shelf pricing, the ukgc should make sure everything is above board, anything less and they are failing to regulate properly and incompetent on a basic issue.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
@colinsunderland

Thank you - the lower figures on the Vegas info screen (And on the "games" info screen if you use Microsoft edge as your browser) only started listing the lower RTPs' after their last email to customers saying games had been updated.

If they running at the higher RTP's then all is good... However i have doubts. Did you do that server check thing @ChopleyIOM showed on his Coral Video (as you may have guessed - technical skills not my strong point)

Newish Play N Go stuff was showing at 96% on Friday (Cat Wilde and doom of dead / Cat wild and the eclipse god) but now shows 94 on any pre game screen.
Same on Legacy of Dead - which showed 96% on Friday when I was playing on a bonus - both inside and outside of game, now shows 94% outside. Lots have changed this weekend - and they ran a major update Friday lunchtime. ( I was playing at the time - my balance and bonus went to zero, all bonus promos disappeared from the site, and whilst I was asking chat what was happening it all reappeared about 15 mins in total)

The Netents are the same - DOA - 93% outside of game, help file shows 96

I agree with your rule of thumb - but Coral managed to circumvent this.
Yes, I did the 'server check thing' :D
Coral didn't, what they did was replace the in game help file with their own, which listed the RTP as 96%, when they were in fact running the 94% version. If they hadn't removed the PNG file then it wouldn't have been as bad.
I don't think it's possible to check what RTP NetEnt are running at, so I didnt check those, but I would be surprised if it wasn't what the NetEnt helpscreen states.
 

Mouse75

Experienced Member
Joined
Nov 16, 2018
Location
Southport
@colinsunderland

Thanks again. Even more bizarre for them to advertise a lower one..... Unless the live chat guy meant they are planning to show what games have been running at recently - but if so, they need to make that an awful lot clearer.

Appreciate you looking
 

Mouse75

Experienced Member
Joined
Nov 16, 2018
Location
Southport
I mean... these big companies really do themselves no favours

The reply from their resolutions team -

Words fail me

Hi Michael.

Thanks for your email.

We're sorry to hear about your recent gaming experience with us. Please be advised that our games are run by a Random Number Generator (RNG). This means that the amount of your stake as well as the duration of your play doesn't necessarily guarantee that you'll get a win or a bonus feature. Mainly because each result is randomly generated.

At the same time, we also have the RTP which stands for Return To Player. This is a measure of the percentage of stakes a game returns to players (generally over a minimum of one million plays). Each game is tested by third party expert to ensure that it performs to the RTP as stated in the applicable Game Rules.

We hope this answers your concern. If there is anything else we can help you with, please let us know.
 

Mark_BGO

Accredited Casino Representative
Joined
Jan 26, 2021
Location
Gibraltar
I mean... these big companies really do themselves no favours

The reply from their resolutions team -

Words fail me

Hi Michael.

Thanks for your email.

We're sorry to hear about your recent gaming experience with us. Please be advised that our games are run by a Random Number Generator (RNG). This means that the amount of your stake as well as the duration of your play doesn't necessarily guarantee that you'll get a win or a bonus feature. Mainly because each result is randomly generated.

At the same time, we also have the RTP which stands for Return To Player. This is a measure of the percentage of stakes a game returns to players (generally over a minimum of one million plays). Each game is tested by third party expert to ensure that it performs to the RTP as stated in the applicable Game Rules.

We hope this answers your concern. If there is anything else we can help you with, please let us know.
That’s the “resolutions team” - wow. Hope you feel resolved!
 

mack341

Senior Member
Joined
May 8, 2018
Location
south east england
had another email from WH today,

"We just wanted to let you know that some of the slots you’ve recently played have been updated. Please click on the button below to find out more.

We’ve also tidied up and made space for a number of fantastic new games. So, some you may have played before will no longer be available. Why not play..."

so I click on that link, it takes me to:

We’ve made some changes to the below games. To find out what these are, please click on the below desktop links to find out more. sland Megaway


don't know what 'sland megaway' is meant to mean, followed by htpps links to about 60 games, clinking any link just brings up a blank blue page with a list of all games on the side a-d, e-l etc..then you click a game mentioned as changed, there is nothing to say how the game has been changed, so impossible to know what changes have been made unless you had a prior encyclopedic knowledge of each games help file, what a bunch of useless jokers :laugh:
 

CasinoNinja

Senior Member
MM
Joined
Apr 27, 2017
Location
UK
had another email from WH today,

"We just wanted to let you know that some of the slots you’ve recently played have been updated. Please click on the button below to find out more.

We’ve also tidied up and made space for a number of fantastic new games. So, some you may have played before will no longer be available. Why not play..."


so I click on that link, it takes me to:

We’ve made some changes to the below games. To find out what these are, please click on the below desktop links to find out more. sland Megaway


don't know what 'sland megaway' is meant to mean, followed by htpps links to about 60 games, clinking any link just brings up a blank blue page with a list of all games on the side a-d, e-l etc..then you click a game mentioned as changed, there is nothing to say how the game has been changed, so impossible to know what changes have been made unless you had a prior encyclopedic knowledge of each games help file, what a bunch of useless jokers :laugh:

I think the games are actually all removed at the moment, I can't find any of them.
 

Gaz237

Ueber Meister
MM
Joined
May 8, 2014
Location
chelmsford UK
Here's the transcript - yes I was a twat - but the question dodging pissed me off. Excuse the typos - i hate live chat.


[06:13:46 PM]Hi, you’re speaking to Will, the Digital Assistant.
[06:13:47 PM]Michael : RTP's you have recently dropped these on some of your games - fair enough - that is your prerogative. HOWEVER - your help files ingame are showing the higher figures and giving very false information to your players. Please treat this as a complaint and escalate to the highest levels of customer care. Please respond by email from your management team
[06:13:47 PM]Will, the Digital Assistant: I'll put you through to one of our advisors who can sort that out.
[06:13:48 PM]Will, the Digital Assistant: Please type Yes if you wish to speak to one of our advisors. Otherwise, please click the 'Disconnect' button on top.
[06:13:55 PM]Michael : yes
[06:13:56 PM]Will, the Digital Assistant: I'm finding an advisor right now, this may take a few minutes. Thanks for chatting with me. [06:13:56 PM]'Will, the Digital Assistant' disconnected ('Transferred to Queue').
[06:14:13 PM]Hi, you’re speaking to Red. [06:14:31 PM]Michael F Fay: Hi Red - I hope you having a good day
[06:14:58 PM]Michael : However - I doubt that you will be able t odeal with my comment / complaint - please forward on my behalf [06:15:38 PM]Red: Let me assist you.
[06:16:58 PM]Red: Just to confirm, you're referring to the Return to Player percentage regarding your gameplay, right?
[06:17:05 PM]Michael : yes
[06:18:28 PM]Michael : Rich Wilde - book of dead. Yourecently lowered this to 94 % - Your in game help file advises 96%. There are more examples.
[06:18:43 PM]Red: Thanks for confirming. Please note that RTP shown on the game are calculated not just on your gameplay.
[06:19:34 PM]Red: The RTP percentage is a measure of the percentage of stakes a game returns to players (generally over a minimum of one million plays). This is on all the players who played the game.
[06:19:48 PM]Michael : Behave - now you are annoying me!!!! I am not talking about individual figures - I am well versed in how this industry works. You advertise 2 differnet figures - and once you load a game - it is clear that you have not updated the help files
[06:20:34 PM]Michael : Stop treating me like an imbecile - and answer my query - or as requested - forwardto your managemnt team, so they cvan advise why you are deliberately misleading and lying to your customers
[06:21:22 PM]Michael : Your RTP for Dead or Alive is 93%. The ingame help file advises 96% - why the discrepency?
[06:21:28 PM]Red: I understand your side. And the reason why figures are updated are because the games are being monitored by independent bodies continuously. They make sure that the game remains random and honest to provide everyone a fair chance of winning.
[06:21:40 PM]Michael : No - that is not correct
[06:21:52 PM]Michael : Absolutey jargon rubbish
[06:22:22 PM]Michael : on your vegas home page, if you click more info for book of dead - it says RTP 94% (94 point something)
[06:22:40 PM]Michael : If you click on the help file once yyou have loaded the gamne - it says 96%
[06:22:41 PM]Red: I'm sorry if you feel that way, Michael. If you wish to escalate this matter further, you may send an email to our Second Opinion team at second_opinion@willhill.com
[06:22:50 PM]Red: They're our highest point of escalation.
[06:23:09 PM]Michael : I have asked you to forward my genuine - and legal complaint to management
[06:23:29 PM]Red: I'm sorry but you need to be the one to send the email to them.
[06:23:29 PM]Michael : This isnt "how i feel" i have given you statements of fact
[06:24:02 PM]Michael : You have sent me a deliberately incorrect and deliberately misleading general statement designed to fob people off [06:24:24 PM]Michael : Please send me a copy of this transcript to my email immediately
[06:25:02 PM]Red: That is not my intention. And I'm sorry. I'll send you the chat transcript a few minutes after the chat ends.
[06:26:10 PM]Michael : Ok - that is reasonable - thank you. Why did your reply not address my clear question - and instead refer to something which is clearly not correct as any employee or half knowledgeable customer would know?
[06:27:16 PM]Michael : I was asking a general query and making my concewrns known - however - your reply has really really annoyed me as a long standing and loyal Will Hill customer
[06:27:20 PM]Red: We wish to address matters here in chat first as our Second Opinion team is our highest point of escalation. This is the reason why I've provided you the information earlier.
[06:27:33 PM]Michael : Your information was incorrect [06:28:56 PM]Michael F Fay: I never mentioned my gameplay at all - I STILL would like an answer as to why you are showing two different figures for some games?
06:29:39 PM]Red: I understand and I'm sorry for what happened.
[06:29:59 PM]Michael : ok - apology accepted. Can you answer the question?
[06:31:37 PM]Red: The reason why figures are updated are because the games are being monitored by independent bodies continuously. They make sure that the game remains random and honest to provide everyone a fair chance of winning. Hence, the indicated figures could be updated depending on the calculation made by the independent bodies that tests the games.
[06:34:09 PM]Michael : Thats not correct at all. You chose an RTP from your providers - and for three of these at least - there may be more - Netent, Play N Go and Pragmatic, you have changed to a lower RTP offering as a buisness on some slots. As I said - your choice as long as fairly advertiesed. However for these games where you now offer a maths model with a lower RTP - your in game help files still show the original RTP - whcih over billions of spins a player will not achieve nwy
[06:34:14 PM]Michael : *Anymore
[06:34:20 PM]Michael : Clicked enter in error
[06:35:39 PM]Michael : To continue, you switched maths models, you lowered the RTP and raised youe edge. I am not against this in principle. However by not giving accurate information in help files you are lying to your customers. Again your answer has tried to skirt this and has misdirected to something ihave not queried
[06:36:34 PM]Michael : Figures are NOT updated by any regulatory body - they simply check you arent misleading players. And, at the moment you most definitely are.
[06:36:52 PM]Michael : As i said - i understand the industry
[06:37:45 PM]Red: I see your point, Michael. What I can suggest you is to send an email to our an email to our Second Opinion team for this matter.
[06:40:17 PM]Michael : Ok - I did advise at the start that you would probably not be able to assist - but as mentioned your very poor template responses as the face of WH are annoying, in accurate and basically a load of codswallop. You have left me angered and disappointed and shown that Will Hill do not care about customers. I am sure that you will send transcript of chat - and I will be emailing - howver, please can I have a reference for this chat in case i do not receive the transcript.
[06:41:15 PM]Michael : RED - you have been the unlucky person who picked up this chat - however this is not directed at you - but your corporation. I do wish you a pleasant evening.
[06:41:39 PM]Red: Here's the reference number of our chat, 210308-003172.
[06:43:31 PM]Michael : Thank you - please close this and send transcript
[06:44:12 PM]Red: You're welcome. Thanks for chatting with us today. If you have other questions, you may contact us back anytime or visit our Help Section. Stay safe.
[06:46:47 PM]'Michael' disconnected ('Concluded by Agent').

Are you related to DreamRJ?
 

mack341

Senior Member
Joined
May 8, 2018
Location
south east england
I think the games are actually all removed at the moment, I can't find any of them.

In that linked list, notable games I recognise are: thunderstruck 1 and 2, starburst, bloodsuckers, doa, twin spin, jackhammer; starburst is going to be fun on a reduced rtp :laugh:

We really need to give our loyalty to the casinos that maintain the original rtp, and not go back even if WH et al change their mind; there is no reason on earth will hill need to offer 93% slots other than being bloody greedy and thinking addicted players won't notice or care. [imo] or younger adults / new players via their mobile phone, might not notice or concern themselves regarding rtp

Novomatics were always 94-95% and players on the whole treated them accordingly, easy to get in far too deep trying to get a bonus.
 

Mouse75

Experienced Member
Joined
Nov 16, 2018
Location
Southport
That’s the “resolutions team” - wow. Hope you feel resolved!
Not quite the emotion I was feeling.

I replied asking if they could maybe answer my questions rather than some general comments i already know..... and got the following this morning - ive officially given up.

Its like they have been instructed to dodge the question - as this is now three different advisors completely ignoring the questions asked


Hi, Michael!

I hope you're doing well and good!

Apologies for the inconvenience. Regarding RTP per games, games indeed have different RTP. However, this does not mean that every play or series of plays will return this percentage. Players must understand that as wins are awarded randomly, then the return to them individually may not equate to the advertised RTP. Players can expect a return in a range from nothing to the maximum prize level for each individual play, and it can take a very long time for the pay-out from any particular session to converge to a game's long-run RTP average (think months not minutes).

Random games are not 'compensated', if there has been a series of losing plays it will not mean that it will be followed by a series of winning plays. The outcome of a single bet does not affect any other. The game is random therefore only stake what you can afford to lose.

If you have any concerns, don't hesitate to contact us!
 

Mouse75

Experienced Member
Joined
Nov 16, 2018
Location
Southport
@Gaz237
No im not - but i have been loyal to hills for years - and as a long standing customer i am entitled to ask questions, and receive an answer.

Although judging by their constant swerving... maybe not
 

johnnybagel

Full Member
Joined
Mar 4, 2019
Location
Manchester
I'm getting rageful reading these transcripts. I cant decide whether its deliberate dodging or just thick badly trained support staff. I usually find any common questions to do with offers etc are dealt with really effectively but if I want to ask something a bit more detailed they copy and paste whatever seems most appropriate but don't actually understand my question.
 

Mouse75

Experienced Member
Joined
Nov 16, 2018
Location
Southport
ok

Book of dead RTP 96 on both in game help and on the game
Legacy of Dead 96/96
Reactoonz 2 96/96
Same on the vegas section
Although on the vegas section the info screen before you enter the game gives the lower RTP's

As a rule of thumb, the in game helpfile for PNG games will be the correct one, as it's served directly from PNG not the casino.
@colinsunderland

But not anymore
in game files now show 94% on the Play n gos
 
Top