BetCoin.ag – Progressive Jackpot was not paid for winning spin.
Ruling
Resolved - The player has confirmed that they've reached a settlement with Betsoft and BetCoin but cannot disclose the total of the settlement. As such we consider this complaint Resolved.
Player's Complaint
Note: Casino played at was BetCoin.ag not 007 slots. I was asked to submit it this way and then have you change it on the backend.
On June 14th, 2016 at approximately 11:00PM CST I was playing the BetSoft slot "The Glam Life" at Betcoin.ag. I was betting the maximum bet at the .50mBTC denomination. In the spin I matched 3 airplanes on 2 separate pay lines which resulted in 4 bonus spins. On the final bonus spin I matched 5 yachts across the pay line which should have resulted in the progressive jackpot. Instead I received 1000 credits. I have screen captures proving all of this (max bet, denomination, payline, pay table) uploaded to imgur at
http://imgur.com/a/hx7Ht
At the time of the spin the pay table clearly says that 5 yachts on the pay line at the max bet wins the jackpot. At the time the jackpot was 1,007,249.91 credits. I immediately submitted a support ticket to Betcoin.ag. According to what they tell me BetSoft had informed them that the spin did not qualify because it was not at the maximum denomination of 1.0 mBTC. This is obviously false because as you change the denomination in the game the jackpot changes as well. At the 1.0 denomination the jackpot lists at over 2 million credits, at .25 it is 500,000 etc. I informed the casino of this fact. Again BetSoft replied through the casino that it did not qualify for the jackpot because it was a free spin. In looking at the pay table there "was" no language to exempt a free spin from winning. I highlight "was" because since this spin BetSoft has quietly changed their pay table and inserted language to exempt complimentary spins. My screen captures prove that this language was not there at the time of the spin. The casino has told me that it is out of their hands, that all play happens directly through BetSoft servers, and that BetSoft is the only one who can decide to pay me the jackpot. I need your help in bringing this to BetSoft (numerous emails have been ignored). I also have chat transcripts with Betcoin.ag support. Upon request I could email them to you.
7 Responses
Hi jasonort,
I've managed to reach someone in Betsoft management about this issue today. They've not been keen to comment on this issue directly, but the impression I'm receiving is that this issue is getting serious attention and that they will be looking to BetCoin to resolve the issue with you.
I cannot say what they'd view as a "resolution", but there's certainly been some positive undertones.
ThePOGG
That is definitely progress as I have been unable to reach them. I'm certain that you would not want to give me your contact that you spoke with, but I would be interested and having you broker a telephone call between us. I would very much like to speak with them directly. Please let me know if your contact would be amicable to this.
I received a call today from an intermediary who would not give his real name. Claimed to have spoken to the CEO of BetSoft and was working on the behalf of betcoin.ag. They are offering me a settlement based on finding a design flaw in the game. The settlement is a smal fraction of what the jackpot would have paid. What is your opinion?
Hi jasonort,
I've emailed you directly to discuss this.
Thanks,
ThePOGG
Hi jasonort,
Have you made any further progress with your discussion with BetCoin?
Thanks,
ThePOGG
I have been on vacation. I will be returning home on Wednesday and hope to reach a settlement upon my return.
Hi jasonort - welcome to ThePOGG.com!
Having reviewed the evidence submitted and posted elsewhere with regard to this issue my opinion is that The Glam Life likely paid out in the manner which the software provider intended. However this is not the same as the manner in which the software provider advertised that the game functions which makes a significant difference.
This of course depends on the evidence presented not having been tampered with.
In a normal situation I would expect the software provider to put the issue right (this has been halfheartedly attempted already) and the casino to pay out on the mistake. In this situation - as this is a progressive jackpot - I'd expect the software provider to pay out. However, realistically, given the size of sum involved and the licensing nature of this particular provider I would seriously doubt that's going to happen. Of course we will still contact the parties involved and see what we can do, but I want you to understand the reality of the situation and the likelihood of success before we go any further.
I'll let you know as we manage to get more information.
Thanks,
ThePOGG