Would love a little guidance on this from the wealth of experience here

[Sasukdcf]

Hi guys

I’ll try and keep this brief as poss, I can fill in extra details later if needed…

So I was playing a new game on a site ( I will keep them nameless for now ) it was Christmas vibe activ8

Took about £80 to bonus and it crashed…

Reloaded and still broke, when you reload a game on the site it brings up the chat automatically and I noticed someone else was saying the same thing.

The host knew about it and said it was being looked into…. I commented that they should remove games that are not working as it’s not fair on the player if the bonus is broken.

I was banned from chat for 24 hours for negative speech !!

I went onto live chat as I was miffed at being blocked even though I generally never go on the chat… and also raised ticket for broken game…

Turns out they had the game on the site ( not working ) from 30/11 to evening of 1/12, so up to 48 hours where no one could play after hitting the bonus.

So 5 days later I get an email saying they have refunded my stake for the spin and added £5 goodwill…

I decided to escalate this and raise a full on complaint as I feel they have decided to profit from a situation that has cost the players across all 6 sites potentially thousands, hundreds of thousands maybe.

So I wrote an email and was given a generic reply… telling me the game would not be affected with its long term RTP to which I replied that doesn’t help the people that played it when the RTP would only as been as high as the base game permitted ( and it was savage in the base )

And that as they took nearly 2 days to act they have profited from their slow action and that I wish to pursue this through to ADR and further if I do not receive what I believe to be a fair resolution.

So I had a call tonight from a lovely chap who listened to everything and said he had looked at my account and agreed I had lost £80 on the game and would like to credit my account with £100 to apologise.

Now rightly or wrongly I turned this down and he was suprised and ask what I wanted.

I explained that his offer was more than fair to me however, having had to fight this hard just to get a fair outcome, makes me think, they have made an inordinate amount of money out of a fault that has come out of the players pockets and that’s not right.


So he asked what I wanted and i said a fair outcome is for them to treat every player like they have myself, and refund everyone’s loses

They have 6 casinos in the group
All had same issue,

So that must equate to thousands of players that have been playing a game that was advertised as a 95% RTP but due to no bonus was paying out at probably nearer 30% RTP, which in my mind was wrong.

So I have now been given the email for the managing directors office at the casino group which is the last port of call before ADR.

My question is….
Do you guys agree that they have made a shed load of money out of a fault and that’s not right and do you think it’s worth me pursuing.

I assume I must have hit a nerve for them to offer to pay the £100

But I feel the provider should refund all loses.

Why should the player pay for SG gaming error ?

TIA peeps

 

[Schind]

I can't offer guidance, just some thoughts.
It's a noble cause but how would you know if they refunded all affected players?

I was in a similar position with a major betting group where I came across a software fault that meant the wrong people were being paid out on a bingo game. In the end I got my uncredited winnings paid plus £50 goodwill but this was only after a couple of months of hounding them with video proof of the fault and also a couple of messages to and from the Gambling Commission. Now the GC won't tell you what, if any, action they'll take but, as long as you have genuine proof of a faulty game and inaction from the provider or host, they'll listen to what you say and note it. I'd suggest they're more in a position to get the company to refund everyone rather than just you.
The software fault was ongoing for at least three months so there must have been hundreds, if not thousands affected. Did they all get refunded? I doubt it but I'll never know if it was the GC involvement that got the issue sorted or whether the betting company eventually sorted it out off their own back.

 

[Sasukdcf]

I can't offer guidance, just some thoughts.
It's a noble cause but how would you know if they refunded all affected players?

I was in a similar position with a major betting group where I came across a software fault that meant the wrong people were being paid out on a bingo game. In the end I got my uncredited winnings paid plus £50 goodwill but this was only after a couple of months of hounding them with video proof of the fault and also a couple of messages to and from the Gambling Commission. Now the GC won't tell you what, if any, action they'll take but, as long as you have genuine proof of a faulty game and inaction from the provider or host, they'll listen to what you say and note it. I'd suggest they're more in a position to get the company to refund everyone rather than just you.
The software fault was ongoing for at least three months so there must have been hundreds, if not thousands affected. Did they all get refunded? I doubt it but I'll never know if it was the GC involvement that got the issue sorted or whether the betting company eventually sorted it out off their own back.

Cheers for the feedback…It’s a good point, about knowing….. well it just doesn’t feel right to let them get away with it….

They must have made a fortune !!

And they must be worried if that’s the case that my interference may cost them their Xmas bonus ( which bear in mind it COULD be deliberate … easy way to make extra revenue for the Xmas party.

I did say in the conversation that it takes a very rich man to be totally principled and I suppose there is a point where an offer could make me end the complaint but I have to say it was done tongue in cheek and in reality it would have to be a really good one…

Net ent refunded everyone on a game a couple of years back.

So it can be done

 

[Schind]

I agree you can't let them get away with it. As you say, somewhere, someone will have the data.
I would mention the Gambling Commission in your dealings with this company. It might encourage them to take the proper course of action. I know the GC can upset UK players on this forum with their tinkering but at least they can keep proper licensed companies in check and will fine them millions if they feel the need.

Someone more experienced than me in these matters may suggest ADR is the correct route to go down. I've never gone down that road so can't comment on that.

 

[Sasukdcf]

I agree you can't let them get away with it. As you say, somewhere, someone will have the data.
I would mention the Gambling Commission in your dealings with this company. It might encourage them to take the proper course of action. I know the GC can upset UK players on this forum with their tinkering but at least they can keep proper licensed companies in check and will fine them millions if they feel the need.

Someone more experienced than me in these matters may suggest ADR is the correct route to go down. I've never gone down that road so can't comment on that.

I find the GC generally quite painful but yes sadly it’s the best we have… the biggest issue with the GC is that ironically they don’t understand the industry !! So trying to explain RTP split between base game and feature etc is painful….

I had an issue with a game that advertised 2187 ways ( errr rock something or other… ) and I hit full screen of wilds on 6 out of 7 reels and it paid 30 ways….

( it’s a long story ) but it ended up with Letter before action and a court case pending and although I ended up circumnavigating the GC in the end trying to explain my point to them was soooooo painful !!

The casino offered me £5k in the end and it was 2 weeks before Xmas and sadly I caved on that one!

I argued the win should have been £21,400 and I think I may well have won but they pitched their offer about right … grrrr lol

 

[Sasukdcf]

Hi Again


So this is still rumbling on and They have now issued a Deadlock letter and details of Ecogra which I am happy to post on here but I wonder if this would be a good on to PAB or whether to go through Ecogra.... I dont know much about the PAB process or who to approach but i wonder if this could possibly be a good one to try and tackle one of the MANY injustices these casinos inflict upon us....

I have seen times where a case in PAB the big guns have said not to post deets on here hence why I havent but its interesting as the letter from the Director of the Group of casinos has totally fabricated the truth by saying the RTP wasnt affected

 

[justdoit]

Hi Again


So this is still rumbling on and They have now issued a Deadlock letter and details of Ecogra which I am happy to post on here but I wonder if this would be a good on to PAB or whether to go through Ecogra.... I dont know much about the PAB process or who to approach but i wonder if this could possibly be a good one to try and tackle one of the MANY injustices these casinos inflict upon us....

I have seen times where a case in PAB the big guns have said not to post deets on here hence why I havent but its interesting as the letter from the Director of the Group of casinos has totally fabricated the truth by saying the RTP wasnt affected

maybe u should send email direct to Ecogra they have cool web side, last year dog house crush I send email to Pragmatic they credit me £100 on casino I was playing (100x of my bet)