Closed: Problem with VideoSlots.com Casino

[yapro]

Using photoshop is impossible to make from two screenies - one, oh come on

Nextgen one of my favorite software provider, never had troubles. Their 300 shields pay me thousands of winnings, never any trouble.

[Johnnygotthebone]

Merlin is my favourite game. By far. Nexgen is not the issue here

[Johnnygotthebone]

Hello Yap. I just looked at their screen shot. It shows a Jack instead of an orb on the second reel.

 

Too funny.

 

I dunno why a casino would not take responsibility for this.

 

Next gen has been emailed. I can not wait to see their response lol

[VS_Lucas]

Hi Johnnygotthebone,

Unfortunately nowhere does it show that you have landed that spin, and as you have already seen from the previous images attached here, the official report shows the 2 seperate spins that complete the screenshot that you have posted within the beginning of this thread.

If there would have been a malfunction, it would also be us who would notice it, and get it resolved asap together with the software provider.

Again, sadly the image you have posted has not occurred within your game history, and we’ve simply provided the evidence to support the conclusion that came from the software provider itself.

Kind Regards,
Lucas

[Johnnygotthebone]

So the image that was posted, which every symbol that is In place except for one orb, where u guys claim a Jack fell, that was sent to you minutes after it happened is a fake?

 

I must be a God to be able to create this. Wowweeeeeee

 

I knew every symbol that would fall In Advance. I knew the time. I knew my balance basically I knew everything?????

 

Sir. You and I both know it is a malfunction. Three Orbs showed up on my screen. You know that is true.

 

In case u think I am a scammer or whatever, goto screen shots and see some of my pics. I am no donkey.

 

The fact remains that you are not claiming responsibility. 3 orbs did fall. I should have been rewarded. I wasn't.

 

We can settle this in a friendly fashion. Pay me 200x my bet and let's move on.

 

I really liked your casino. I was planning on playing much more. I am capable of wagering 500k in a month. You do not know me that well. I would have been a loyal player to your place.

 

Just in case in case u think I want fast money, u r wrong. It never even crossed my mind to withdrawal anything that you would have compensated me.

 

I am honest and loyal to every casino that has my business. I lost over 40k on 32 red two months ago and I won over 200k on party casino prior to that.

 

200x my bet compensation is the right thing to do. I would have probably been paid more but I would have settled for that.

 

 

Do the right thing Sir and compensate me. Better for me, you and nexgen

 

 

Thank you

 

Johnny

[Johnnygotthebone]

Response from videoslots.com continually claiming that I am a liar.........

 

 

Hi Johnny,

 

Unfortunately nowhere does it show that you have landed that spin, and as you have already seen from the previous images attached on askgamblers, the official report shows the 2 separate spins that complete the screenshot that you have posted within the beginning of the thread.

 

If there would have been a malfunction, it would also be us who would notice it, and get it resolved asap together with the software provider.

 

Again, sadly the image you have posted has not occurred within your game history, and we’ve simply provided the evidence to support the conclusion that came from the software provider itself.

 

 

Best regards,

 

Isabel

Customer Service

Videoslots.com

[Johnnygotthebone]

I see three ORBs. What do you see????????

[Johnnygotthebone]

I just looked at the screen shots provided by nexgen??????

 

This is not what happened????

 

The first two reels are not accurate. The last three are.

[Johnnygotthebone]

I have concluded their malfunction.

 

There are two spins shown from next gen.

 

The first spins two reels and the second spins last three is what my screen shot is showing.

 

Somewhere they have a glitch.

 

I spun and received the screen shot shown.

 

Nextgen sent two pictures of gameplay. Basically they say that my screen shot is two reels from spin one, three reels from screen two.

 

Either nexgen is really good at cover up along with videoslots.com or I must be the greatest photo man in the world to be able to manipulate a perfect picture like that in less than one minute! I believe I sent the email minutes after the free spin error. I waited a bit before I logged out. Maximum 3 minutes.

[ValDes]

Okay, we've made our own little investigation here. After I saw Lucas posts and the attached screenshots from NYX it was clear that the  most obvious explanation would be if Johnny manipulated the screenshot somehow. That's why I sent Johnny's screenshot to a close friend of mine, a graphic designer, who is quite experienced with the usage of graphic software like Photoshop for example and asked him to check it for some modifications. His answer came a few minutes ago and it is truly shocking. According to my friend the screenshot provided by Johnny is not manipulated or if it is then "we are talking about some extraordinary talent'.

 

Now, you all probably understand that such news is really quite confusing and actually put more questions on the table instead of giving answers.

 

So ,what I'm going to do with this case is the following:

 

- we will request Lucas and VideoSlots to send us an official report from NYX;

- Johnny's screenshot will be send to another expert with graphic software for confirmation if it is genuine or not;

- until then, this topic will be locked;

 

Thank you all for your interest in this case. Once we are ready with more information, we'll posted here asap. 

[VS_Lucas]

Hi All,

Please see here below the official statement that was just released to us from Nextgen.

"At NextGen, we put great effort in our designs, development and testing to ensure the integrity of our games and the player is able to place their trust in the game. After our internal testing and verification is complete, every game is re-tested externally by an Accredited Testing Facility (ATF) assigned by the various gaming regulators. During this testing our test results are verified against expected outcomes. Only when all the games passes all these tests and receives certification by the ATF on behalf of the regulator can a game be released.

 

We take reported issues very seriously and investigate every case. It is extremely rare that an issue is found in a live game. In the case of the reported issue on Merlins Millions we have assigned multiple testers and developers to investigate. Despite this exhaustive testing under multiple scenarios our engineers have not been able to reproduce the reported issue.

 

I’d like to share some information on both the game and what our analysis identified:

 

·         There are 29 instances of the mobile version of Merlins Millions deployed in online Casinos in multiple jurisdictions.

·         This is the only issue reported for this game, or for any game developed on the same code base.

·         The logs indicate there was a period of inactivity (approximately 15 minutes) prior to the reported issue.

·         When play resumed there was a bet made without the superbet. This suggests that the game was reloaded after the inactivity, perhaps due to an idle timeout.

·         The next 2 spins after this no-superbet wager, when combined, produce the result indicated in the screenshot we were provided.

·         The server logs show that the results represented in the provided screenshot did not occur during this game session.

 

There are a number of possible explanations for the results shown in the screenshot including:

·         A display issue on the device

·         A connection issue causing a lag in the displayed results which has resulted in 2 consecutive spins being ‘spliced’ together on the screen

·         Manipulation of the image to combine the results from 2 consecutive spins

However it is impossible for us to determine which, if any of these is the cause of the reported issue.

 

Without further information regarding the issue there is nothing more to investigate and any further comment would be purely speculation. However, given we have been unable to reproduce this issue and when considering the amount of time the game has been live, we conclude that the game is operating correctly." 

Kind Regards,
Lucas

[Johnnygotthebone]

The liberAl party of canada needs candidates. Lucas, maybe you and the people at next gen should run. I am sure y'all would win

 

 

All good.

 

It was probably a connection issue with videoslots servers at the end. Maybe you guys need to upgrade? Only reasonable explanation.

[Johnnygotthebone]

I just read next gen response again? 15 minutes delay? The only 15 minute delay was after the orbs fell and I waited and emailed videoslots. After I emailed u I played again. There was no delay of 15 minutes prior to the orbs falling.

 

The response from nexgen make absolutely no sense if they are saying 15 minutes between the two spins? Even your logs show it was seconds apart?

 

15 minutes from 3 orbs to next spin have nothing to do with this issue?

[cocopop3011]

I just read next gen response again? 15 minutes delay? The only 15 minute delay was after the orbs fell and I waited and emailed videoslots. After I emailed u I played again. There was no delay of 15 minutes prior to the orbs falling.

The response from nexgen make absolutely no sense if they are saying 15 minutes between the two spins? Even your logs show it was seconds apart?

15 minutes from 3 orbs to next spin have nothing to do with this issue?

Did you email Videoslots or speak to live help Johnny? Is it possible that it took approx 15 minutes during the time the orbs fell to you contacting support and then making your next spin?

[Johnnygotthebone]

Hey coco. I spun. Three orbs fell. I waited a minute. Nothing. Snapped picture. Waited a bit more. Spun. Logged out. Emailed videoslots. Logged in again and played about 10-15 minutes after original log out.

 

English is not my first language but if I understood correctly, what they say does not make sense?

 

If u look at the screen shots that they put on here, when Lucas insinuated I stuck two pics together, the time is seconds apart from the two?

 

Their response makes no sense to me.

 

Their response is an advertisement for people who are waiting for the result. This is not A statement to its player(me), it's a complete advertisement to do damage control.

 

 

 

Read the first 15 lines.

 

Can someone post a list of all nexgen games please. I will never ever drop a penny on them again. I hope they don't make Thunderstruck II

[Johnnygotthebone]

People from another forum(walmart type) are commg here and sharing my thoughts on there. As I am banned

[Toiletseat]

Okay, we've made our own little investigation here. After I saw Lucas posts and the attached screenshots from NYX it was clear that the  most obvious explanation would be if Johnny manipulated the screenshot somehow. That's why I sent Johnny's screenshot to a close friend of mine, a graphic designer, who is quite experienced with the usage of graphic software like Photoshop for example and asked him to check it for some modifications. His answer came a few minutes ago and it is truly shocking. According to my friend the screenshot provided by Johnny is not manipulated or if it is then "we are talking about some extraordinary talent'.

 

Now, you all probably understand that such news is really quite confusing and actually put more questions on the table instead of giving answers.

 

So ,what I'm going to do with this case is the following:

 

- we will request Lucas and VideoSlots to send us an official report from NYX;

- Johnny's screenshot will be send to another expert with graphic software for confirmation if it is genuine or not;

- until then, this topic will be locked;

 

Thank you all for your interest in this case. Once we are ready with more information, we'll posted here asap. 

 

Once we  

Just wondering ValDes , is there any news from the expert on graphics software? Assuming Johnny is genuine, I rather hoped for a more satisfying solution for Johnny.

[Toiletseat]

People from another forum(walmart type) are commg here and sharing my thoughts on there. As I am banned

 

To my man freeman. Hello

 

Too bad I can't post over there folks. I expected nothing less from nextgen. I said it weeks ago that they would not take responsibility. I was right.

 

Not even Lucas fault. He is just reposting nextgen advertisements.

 

So this matter is closed for them. Videoslots may or may not do the right thing and compensate me for my trouble. Doesn't really matter anymore. I have moved on.

 

There are so many other online casinos that are so nice to me.

 

Either way, I am not really playing anything until September. So no harm done.

 

And to you my friend Lucas. I read your profile on other forum. You sound like a young person in their 20's who likes to sun bathe and dance. Good for you. Next time, you should actually give the benefit of the doubt to a player prior to posting. Whether input in 3 dollars or 1000, you should have never insinuated that I lied by posting damage control screen shots. You should have PM me first. With age, you will learn how to property deal with clients. Enjoy your sun bathing and dancing

Easy... nice slow breaths now. Remember, this is AG, I am pretty sure this is not the end of the story.

[Johnnygotthebone]

It's all good toilet. Imagine they came back claiming technical problem? Imagine the consequences.

 

On the lWalmart" forum, others are already starting to say similar stories about glitching.

 

Nexgen would lose all credibility if the admitted their servers made a mistake.

 

15 years ago or so, a guy went to casino de montreal and worked over the casino. How.

 

He played the computerized keno game. It was not only him. There was a draw every minutes or so. He sat there and wrote down all the numbers. Every draw. After 5000 draws, it started to repeat! He F'd them 19/20 three straight times until they caught on. My point is, every company who provides software make mistakes. Nexgen computer probably saw I was gonna get paid 50k or even 100k and it froze becAuse their payout for that month had probably already exceeded their internal limits.

 

This whole thing is just too funny now.

[cocopop3011]

Being a mobile user myself ... I play on my iPad as everyone knows, which is identical to the iPhone only a bigger screen. I honestly believe the following outcome as described by NextGen is to be the most likely error

 

· A connection issue causing a lag in the displayed results which has resulted in 2 consecutive spins being ‘spliced’ together on the screen

 

I'm not saying it is, this is just what I believe has happened. I was hoping you would get something more positive out of it Johnny, especially since I have seen a new you lately...but if I'm honest this was the outcome I expected.

 

Its a shame because some of my favourite slots actually belong to NextGen. Of course I will continue to play as before but its a shame that's it's happened Johhny, and I'm sorry it wasn't something more positive for you

[Johnnygotthebone]

Ty. Coco

 

I expected nothing less

 

In challenge anyone to say that videotape.com looked after my best interest. I challenge anyone to point out any lathing said by Lucas or their support on these forums that was in my best interest. Anything b

 

All Lucas did is try to prove me wrong. Never once PM me. Never actually directed a post to me. All he did was try to disallow my claim. Never once did he try to help me figure this out.

 

Videoslots.com has proven the value of other casinos to me. They turned out to be a real disappointment. I can not believe the 15 first lines of nextgen response. It want even directed to me?????

 

I hopefuls never happens to any of you who play. Nex gen and videoslots are now off my playlist.

 

Be careful if u play there.

[ValDes]

Okay, time to put this topic into some order...again. 

 

We already have statements from both parties involved and considering the amount of time and efforts I have invested in this case to find out what happened actually, I think I deserve to share my personal opinion about the whole situation. And my conclusions are as follows...

 

1. Wish Johnny did not start this whole mess in such a ... 'Johnny-ish' way. Sincerely hope he's learned his lesson and now there's a new word added to his gambling dictionary - it's called respect!

 

2. Don't have an idea what is the 'other' forum, which has been constantly mentioned by Johnny, but I'm not surprised he got a ban from there. At all! Calling names, such as 'Walmart' for example is not my idea of how an adult should cope with the consequences of his actions and such behavior is not going be tolerated here!

 

3. My biggest surprise in this case came from Lucas and VideoSlots to be completely honest. At first, we were told that such spin does not exist at all. Then, when the spin was found after all, some doubts in the uploaded screenshot occurred. The truth is that to date, no one from VideoSlots or NextGen presented a valid evidence that Johnny's screenshot has been manipulated and I don't think that statements like this one "Manipulation of the image to combine the results from 2 consecutive spins"  should ever be used. By the way, I have sent this image to 3 different people, all of them dealing with computer graphics on a daily basis, and all of them confirmed the pic is not manipulated or if it was, then Johnny was a real 'virtuoso' in this matter. Various checks within internet websites and tools, such as this one for example also said the picture is legit. 

 

4. Lucas could probably confirm from our correspondence that a 'possible combination between a software and graphic glitch' was my first and only suggestion of what might have happened to cause this weird incident. I still believe that what caused the problem is a graphic glitch on Johnny's device which was most probably combined with a very short delay in server's response for the second spin and all this 'forced' the device to display a wrong combination of two spins instead of only one. There's no other reasonable explanation, since the fairness of VideoSLots in general and NextGen in particular is absolutely undoubted.  

 

What now?

 

In a perfect world...

 

Johnny should apologize VideoSlots, NextGen and especially Lucas for his aggressive and rude attitude at the beginning. The same applies in the opposite direction by the way, as no one ever presented a valid evidence that Johnny was trying to cheat by manipulating his screenshot.  

 

Of course, Johnny's claim for a 200xbet refund is completely unacceptable, since it is not based on serious facts. Speculating on what might be the possible outcome from a bonus feature is totally wrong direction and has nothing to do with reasonable demands.

 

On the other hand, VideoSlots could try to reward somehow Johnny for a couple of things - he is still not proven to be an 'extraordinary talent' in the field of computer graphics and what's more important, NextGen should be happy with finding such an 'alpha', 'beta' and even 'gamma' tester for their software!

-  

Edited July 1, 2014 by ValDes
typo

[Johnnygotthebone]

Hi ValDes.

 

This is my final word on this matter Sir. I sent them this email minutes ago. You may decide to leave this thread open or closed

 

I appreciate your efforts. I ask you to now let it be. Please don't make any efforts on my behalf anymore. I want nothing from them.

 

• The logs indicate there was a period of inactivity (approximately 15 minutes) prior to the reported issue. Yeah...... It's called a 250 deposit!

 

• When play resumed there was a bet made without the superbet. This suggests that the game was reloaded after the inactivity, perhaps due to an idle timeout. Yeah, lie! All bets had a superbet. 5 dollars a spin. Their own logs show it?????

 

• The next 2 spins after this no-superbet wager, when combined, produce the result indicated in the screenshot we were provided. Yeah, three orbs fell and it didn't trigger!

 

• The server logs show that the results represented in the provided screenshot did not occur during this game session. Yeah, because your company messed up!

 

 

 

I really do appreciate your work Val. Ty

 

It's over.....

 

Hello john. I read through the email. All is good.

 

I will end this ordeal on a friendly note.

 

Since the beginning, your rep Lucas has done everything possible to discredit my photo and my claim.

 

I deposited 1000 dollars into your casino without hesitation. I really liked the format. I liked the games and the speed of the games. There was no stalling.

 

It is really sad the videoslots.com did not take the appropriate measures to make me happy. I never asked for the orbs not to trigger. They didn't.

 

Next gen is an even bigger disappointment. Their political damage control response repulsed me. I never thought in my wildest dreams that a large company like this would not accept responsibility. What happened was exactly as i stated from the beginning. Every detail was accurate.

 

Failure on your part to make me happy is also a disappointment. The only thing that you guys did is try to cover your , not a$$es, but your whole reputation. I think if you would have even offer me the 5 dollars back, it would have been more professional than the way you dealt with this matter.

 

I understand u have thousands of players at any given moment, but keep in mind, every player counts.

 

Not one time, did Lucas, next gen or videoslots address the issue directly with me. Everything was public-ally done. Typical of someone who is not running an honest business.

 

I honestly believe that videoslots.com is not an honest casino. Between your so called bonuses and this whole ordeal, I am certain that you should rank below standard levels.

 

I know exactly what happened with the orbs. Somewhere between my iphone and your outdated servers, it froze. Even if all 5 reels spun. I can imagine how many other people have not even noticed this.

 

If your servers are capable of doing this to me, then they are capable of robbing a progressive jackpot from someone else.

 

For future reference, I suggest that you deal with issues like this on a more personal level with a client when he/she has a complaint. The way this was handled, is far worse than a politician who just got caught!

 

Close my account please

 

 

Johnny

 

Sent from my iPhone

[Johnnygotthebone]

Their constant emails are really beginning to annoy me.

 

The unsubscribe button just takes me to their website.

 

Lucas, if your not busy, take me off the list. Thanks

[Johnnygotthebone]

Yet again and again!!!!!!!!!

 

I don't know how to contact the rep but if u r seeing this, stop spamming me with these emails everyday.

 

I have unsubcribed 10 times. PleAse make sure it stops. I am fed up of these emails.

 

Especially the misleading word bonus. It's not a bonus. It's a cashback.

 

 

Get 100% up to $ 100 bonus on your next deposit!

 

If you deposit $ 100 we will give you an extra $ 100 in bonus. To activate the bonus, simply enter the bonus code in the bonus field when you make your next deposit. The bonus code is valid until Sunday, GMT 23:59, so make sure you log in and use it now!

 

Bonus code: bl30

 

With only 20x wager requirement!

 

Please read our terms and conditions before you activate your bonus.

 

Your bonus money will be paid out in 10% increments.

 

Good Luck!

 

Mike

Videoslots.com

 

 

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