Game Errors : A continuing Saga

[Hellridah]

Riiight , 

I think its about time we had this out industry once and for all the game errors occurring around the same time 

as win streaks occur is becoming a boring and repulsive thing for the players no we don't need to be wiping 

our cache at every turn that is just a smoke screen and you know it I'm sure . 

Call it what you will its not rocket science programming a few functions into code and then deploying the 

software for advanced use outside of a room but I'm not totally heartless I know you have to make money but 

there's two ways to do it the right way and the wrong way . 

 

The Right way : 

Playing straight with us and making sure every push is unique as that is how things are meant to be simple 

, less stress , and consistent with 99.9 percent of the law. 

 

The Wrong way : 

1. Programming routines that analyzes a player's behavior and updates a database allowing profiling 

into different player classes . 

2. Programming different routines to shut down a slot conforming to its payout percentage (either being done 

by the software company or by a third party) and smoke screening it with error messages I'm telling you this 

nonsense is over matey .

 

Last chat with "Nick" : 

 

 

Chat transcript

Name: Tane Marshall   E-mail: [email protected]

Nick Sun, 07/16/23 06:15:06 am Pacific/Auckland       Hello, Tane Marshall. How may I help you?             Tane Marshall 06:15:17 am       Hey nick look im a little confused I spoke to an agent earlier over 1 lousy spin of the bronze wheel and we are having an issue over it it seems even though I deposited 170 I'm not entitled to 1 spin of the bronze wheel which has been added many time before what gives ?             Nick 06:16:55 am       Please, let me check the information, I will get back to you as soon as possible.             Tane Marshall 06:17:38 am       is this an A.I Chatbot ?             Nick 06:17:58 am       Yes. I am a chat bot.             Tane Marshall 06:18:19 am       just sounds like it I work with code             Nick 06:18:20 am       No, I am joking.             Tane Marshall 06:18:36 am       the same exact responses quick answers like lol yeah             Nick 06:18:46 am       So, you would prefer us NOT using the templates? And write every single message manually?             Tane Marshall 06:19:15 am       to be honest it would be a more organic approach             Nick 06:19:53 am       Wow. OK I will not use the templates with you then.             Tane Marshall 06:19:58 am       but its how you do your thing so [shrugs] its just a suggestion that's all long as I know I'm conversing with a human             Nick 06:22:25 am       It is much faster and easier to use the templates (canned answers) in order to provide fast and literate responses.             Tane Marshall 06:22:48 am       ok lets move onto the issue ok in reflection I made deposits to the effect of 170 and had to deal with an agent multiple times once in an error report where the response was almost an argument or them telling me I was lying             Nick 06:24:31 am       I am checking what is the matter, I will get back to you within 2-3 minutes             Tane Marshall 06:25:14 am       this was regarding the game sharkreturns I had to kill a stream feed it was ridiculously stupid game showed error messages then resolved itself after support told me I needed to cache wipe and all the regular jargon that is said I'm pretty much a computer engineer I know what the deal is no cache wipe is required for something that simply performed an operation and is still functional and then the response was almost telling me I was lying or making out that because the support agent could see it working that ....somehow I'm in error lol I'm sorry but that is not how you deal with customers .             Nick 06:32:38 am       Regarding your deposit of 170 NZD and not getting the bonus - to qualify for the Wheel of Winz you need to make a MINIMUM deposit of 80 NZD. https://winz.io/promotions/wheel-of-winz             Tane Marshall 06:33:10 am       ok so what is with the double standards one minute I'm handed them next minute I'm not             Nick 06:34:04 am       I do not know who gave you the bonus for the sum of the deposits, but this agent will be penalized for that.             Tane Marshall 06:34:24 am       there needs to be consistency plus its happened many times its called loyalty they should not be penalized at all you need to be doing it more to encourage customer repore             Nick 06:34:54 am       Regarding the issue you encountered with the game SharkReturns, I understand your frustration and apologize for any inconvenience caused. Our support agents are trained to provide troubleshooting steps to address potential technical issues, but I apologize if the suggested actions did not resolve the problem as expected. I appreciate your expertise as a computer engineer, and we always aim to improve our support processes based on customer feedback.             Tane Marshall 06:35:49 am       one thing you don't do is tell a customer their wrong for starters as the customers always right first and foremost now this wheel business ok so now all of a sudden we are setting a benchmark so through all this hassle and deposits will there be any compensation what's encouraging me to continue deposits and encouraging me to keep people in the casino I encouraged to come here ? cause if i don't feel safe they won't hang around mate             Nick 06:40:09 am       We appreciate your feedback and understand your perspective. As a customer, your satisfaction is of utmost importance to us, and we strive to provide the best experience possible. However, we would like to clarify a few points regarding the eligibility for the bonus. While I understand the common saying that the customer is always right, it is important to note that our bonus terms and conditions establish specific requirements for qualifying for bonuses, including the Wheel of Winz. In the case of the Wheel of Winz, as per our terms and conditions, a minimum deposit of 80 NZD is required to be eligible for the Bronze Wheel bonus. Unfortunately, based on your deposits, you do not meet this minimum requirement. Therefore, we are unable to provide you with the bonus compensation you mentioned.             Tane Marshall 06:41:33 am       yeah I get that part but keep consistent with your policy don't have double standards one minute give it then next minute not because it sends a message which looks ugly . we are talking 3 agents so there's a lot of telling offs to be done its actually slightly laughable good on them I say for encouraging customer repore What I see before me is typically a tightening of the screws ok then fine but I'm not ever buying into this bollicks of loyalty rewards ever again after this and I'm left with a bad taste in my mouth And as a result of these encounters there will be a reassessment of future endevours going forward .             Nick 06:46:39 am       I understand your frustration and concerns regarding our policies. However, it is important to clarify that the bonus for the Wheel of Winz is specifically tied to a minimum deposit of 80 NZD in a single transaction, rather than the cumulative sum of multiple smaller deposits. My responsibility as a customer support representative is to ensure that the policies are followed and applied correctly. Our policies are designed to ensure a level playing field for all our players and to prevent any potential abuse of bonuses. I apologize if there was any misunderstanding or miscommunication regarding the bonus eligibility. The support agents strive to provide the best assistance to our customers, but they must adhere to the established guidelines and requirements.             Tane Marshall 06:47:39 am       there are no bonuses as everything is wager free and I do not like the tone of bonus abuse nor will I tolerate it If I feel for one second my network is in the wrong place I will pull and go elsewhere away from Dama N.V honestly the last 24 hours in this casino have made me cringe [shudders]             Nick 06:52:02 am       I want to assure you that we take bonus abuse very seriously and have measures in place to prevent it. Our intention is to provide a positive and enjoyable gaming experience for all our players within the bounds of our policies, and I apologize if my previous response came across as accusing you of bonus abuse. That was not my intention, and I understand your concerns about the tone used. As a customer support representative, my role is to enforce and uphold our policies to ensure a level playing field for all players. I understand that you are frustrated and unhappy with your recent experiences at Winz.io. I apologize if there has been any misunderstanding or miscommunication regarding our policies. Regarding the bonus eligibility, I want to clarify that while our bonuses are indeed wager-free, they still have specific requirements and conditions. The Wheel of Winz bonus, for example, requires a minimum deposit of 80 NZD in a single transaction to qualify for a spin. If you feel that Winz.io is not meeting your expectations or providing the experience you desire, I respect your decision to explore other options. We want our players to feel comfortable and satisfied, and we understand that different individuals have different preferences.             Tane Marshall 06:52:53 am       Also I still want to know why the game error occurred I still have the video showing how ridiculous the situation looks perhaps will discuss it on a forum and hash out the mechanics of it no its not that simple there will be content following this going forward agents , conflicting opinions about policy , and confusing advice the errors I've seen seem to occur around win streaks             Nick 06:57:30 am       To avoid the "conflicting opinions about policy" you can check out the policy on your own on our website! It is very simple, as we are trying our best to be transparent and make our policies clear. For example, policy regarding the Wheel of Winz bonus is here: https://winz.io/promotions/wheel-of-winz Bonus Terms and Conditions: https://winz.io/bonus-terms-and-conditions             Tane Marshall 06:58:13 am       yes I know where the policies are your staff are showing leverage and leeway which is how business is done being corporate will just loose you customers end of the day             Nick 06:59:52 am       If you feel like you've been mistreated, I strongly encourage you to write a letter with the complaint to our email: [email protected]. I will pass it to the manager and he will get in touch with you to personally solve the issue. It will help us to avoid unfairness and confusion.             Tane Marshall 06:59:57 am       Do you have any idea how many casino's I've seen rise and fall in my 20 years in the industry I say one thing and people panic your rep on askgamblers.com if I need to talk to anyone ill talk with him the first port of call is explaining to 50+ people what happened with sharreturns over a live feed *sharkreturns because it looks frankly ridiculous and none of this needed to happen Nick runs operations at Bitstarz who's captaining this boat ? After I'm done here there will be a forum thread             Nick 07:05:52 am       Regarding the issue with SharkReturns and the live feed, I apologize for any inconvenience caused. We take game performance seriously and are committed to ensuring a smooth and enjoyable gaming experience for our players. If you have a video or any additional information related to the issue, please provide it, and we will investigate the matter thoroughly.             Tane Marshall 07:07:12 am       It will reflect the following : That a game stopped working middle of a win streak and shows a support agent trying to advice a cache wipe and as the conversation is happening the game starts working ironically I'll compress it and send it no problem .             Nick 07:08:50 am       I am a bit confused, does the game works now?             Tane Marshall 07:09:13 am       of course well it wasn't working suddenly and then was working do you know how many times I've seen this stuff happen My Best Friend Works for Artistocrat Software ok             Nick 07:11:31 am       I do strongly advise you to reach out to our manager, I am 100% certain that she will manage the whole situation for you because I am not fully aware of what I can do to work this whole situation out. I hope you understand.             Tane Marshall 07:12:15 am       for one thing I would advice you have more consistency with your policies don't confuse customers as a collective your painting a Mrs Big may I ask whom your Manager is a Mrs ?             Nick 07:13:03 am       Yes, our manager is Isabelle, I am not sure if you know her             Tane Marshall 07:13:20 am       Ok noted . I'll begin proper dialogue now . Thank you for your time               You rated our customer service as good 07:14:07 am               You left the following comment: Service . 07:14:14 am             Nick 07:14:31 am       Thank you for your patience, I hope we will manage to figure it out for you.             Tane Marshall 07:15:00 am       50 million years later nick lol this could have been solved piece of piss mate and you know it . right now for this pointless conversation .               You archived the chat 07:15:35 am             Duration: 1h 0m 28s

[Thinks to Himself now is it a he or a she ill go with Isabella then shrugs and starts emailing] 

 

Dany I was waiting there with the game the whole time in front of a streamed audience I could show the whole video but I can't see the point 

most know how this works games don't magically come back to life with the previous activities reset the game was reset to kill the streak ok 

and the next to ZERO rtp that continued after the occurrence maybe its a software glitch guys maybe is some twilight zone Stuff going on 

you make up your minds . 

 

And believe it or not there are some safe places around which don't practice this at this point I'm not sure what to make of the industry

between ridiculous requirements for SOW/SOF documents over the internet for crying out loud , the shady practices of certain managers 

operating empty offices whilst a business exists in the UNITED STATES OF AMERICA , and the behavior of certain slot games on certain 

casino's [shakes head] I think I may start investing in property on mars lot less stress . 

 

[Hellridah]

Also any casino suspected of cheating or using manipulation of software by third party means can expect a detailed report to be sent to their gaming authority 

there's going to be some checks and balances and no SOW/SOF checks will shield you from public auditing you see not all can be smoke screened some can see right 

through you like glass I might mention and "we" are examining the use of A.I personally I think its use should be banned in the gambling world . 

 

Also if I'm not satisfied that the situation has been worked out within 6 months for fairness for the players there's going to be a 20/20 article incoming 

that will be literally destroy all scam operations like the death star be warned . 

 

[Afi4wins]

I'm happy to see that at least someone, or some group of concerned players, are working their best to control these minor tsunamis by almost all online casinos! The situation has gone from pretty good game plays from years ago, to the current tidal tsunamis of mishaps and misappropriations occuring regularly. Totally unacceptable and totally brutal to us gamblers!

[Hellridah]

15 hours ago, Afi4wins said:

I'm happy to see that at least someone, or some group of concerned players, are working their best to control these minor tsunamis by almost all online casinos! The situation has gone from pretty good game plays from years ago, to the current tidal tsunamis of mishaps and misappropriations occuring regularly. Totally unacceptable and totally brutal to us gamblers!

Way I see it if nobody else is going to do it someone is going too I mean lets be frank 

 

1. How many dead spins can one tolerate but they ask the question "Hmm maybe something is happening here" . 

2. How dead does a WIN:LOSS ratio have to be before the light gets switched on . 

3. How many bullshit stories do we have to hear about so called big wins before the light goes on that peeps are being scammed hard . 

 

And also their quite ignorant about it too which is why I'm going to have such satisfaction being their when they **** up trust me I'll be 

there . 

 

Pattna ! 

 

 

[Hellridah]

Ok So things are looking at lot better at a few casino's I've seen a bit of a turn around 

customer service wise with Winz.io in particular end of the day it was just a few things 

the games run smoothly most of the time just had to work out a few "technical issues" 

and management seems to be more open to loyalty e.g the accumulation of deposits 

can now be used to obtain spins on the wheel so progress there big tick . 

 

This is not exactly trial by fire like on Casinomeister but I'm starting to become impressed 

with Dama if they keep up the smooth gameplay with no errors and customer loyalty incentive 

is reasonable I'm satisfied ill hang around for a while as will many standing behind me end of the 

day we just want a fair go nothing more going forward . 

[Hellridah]

Ok so revisiting the subject of game errors ill put the following warnings out : 

 

1. If your playing relax gaming software and you see a connection error appear discontinue play I won't go into detail 

as to why but its for your own benefit trust me cash out and stop play . 

2. If your playing pragmatic software and you see the classic circle going round and round discontinue play same as 

before cash out and stop play . 

3. if your playing thunderkick software and you get errors in play stop playing cash out and stop play . 

4. Take Screenshots of the errors and ask questions ten bucks you will get told to clear the cookies 

and the cache basically your play has been interrupted by "Something" and your deleting all the 

evidence games are over buds the buck stops here . 

 

And for crying out loud if there is any friggin auditing going on be thorough there's something not right going on 

the amount of times i've of heard of win streaks broken and sudden dips in rtp after these errors is endless as a player 

trust your intuition if it doesn't seem logical its not .

Remember code is just code its not some amazing math equation anybody can take some code and reroute a server 

don't hire idiots to audit hire professionals ok over and out . 

 

Lets clean up this industry and make it great again .