Leovegas glitch they say there is no problem.

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Fredos386

Fredos386

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Here last night leovegas glitched me out of wilds on golden monkey. After sending multiple proof and screen shots they said there was nothing wrong and forced me to upload on youtube. So watch it for yourself. See how "nothing is wrong" there. https://youtu.be/F2_6j_FfQJg  start at 8:20.

 
They tried all night to tell me nothing was wrong, like they could get away with it. Then asked screen shot and denied them, then asked video... I mean who record his gaming? If i wasnt streaming they wouldve got away with it. How many times did they do that already? It's crazy shady behavior from them.

 
elmandoz420 the question isnt if there was a bug or not, there clearly was one. The scam is that the site tried to screw me out of it saying there was no mistake. The only reason i can push forward against them is because i was streaming and recording the sessions. That pushed them against the wall and now they must act on it. If i was the normal joe playing i wouldve been scammed out of it cauz they wouldve said "there is no error keep playing". That's where i get really mad.

 
And if need be i will have no problem sharing with the required people the email exchanges from the site to me. Too bad i couldnt record the phone chat with support, was good for a straight lawsuit lol.

 
What made me go really nuts, cauz yes scammaz alert... they said there was no error. That if i had screen shots it would help my case. (who screen shot every spin?). I sent them screen shots of every single second of that moment and they replied "we don't see anything wrong, if you dont have a video to upload on youtube there is no case". Then i uploaded the video on youtube. I mean seriously guys... if that doesnt raise a red flag on this site, nothing will ever do.

 
Agreed Fredos386, there was a serious glitch/error in that spin, and it was a win spin(ace of spades) so they (Leovegas) has to compensate you with some wagerfree moneys.(a minimum of 25 dollars but 50 or more would be more satisfactory for you i think)

And that they say we dont see anything wrong, well even a monkey would see that something was wrong, and good thing that you recorded it, i will from now on also record everything on Leovegas.

I hope for you that this issue will be resolved in your favor, so casinos can admit that something was wrong with that spin.

 
Hey Fredos386,
Thanks for raising this, seems like you are on the right track with there being an issue with the gameplay. The game has now been disabled pending a resolution from the provider.

Regarding your contact with our support team, they responded to your initial query stating that the game round could not be found with the information that you had supplied as you did not mention what you were playing. 
You did say that you had screenshots and a recording of the full session, so it was fair to request to provide this. 
We appreciate you sending this in because it allowed us to quickly identify that there was a glitch, and communicated to you that it had been raised to the game provider pending an investigation.
If you were a regular player without access to screenshots or a recording we would not ignore you, it would simply take longer to identify the problem and confirm the error, so we do like to ask if this can be provided to expedite the process.
The correspondence between the support team and yourself was appropriate, and understand that sometimes an issue cannot be solved by our team directly. Yggdrasil is aware of the problem and is investigating.

As promised, our support team will update you as soon as we find out exactly what the cause was, and of course you will be appropriately compensated for it.

Cheers,

James.

 
@Fredos386 I'm sure you understand that the first level support (chat) has only limited amount of information on your gameplay. For the detailed information they have to forward information to their technical provider. It's important that you provide them with as much information as possible during the initial query (as @LeovegasJ stated above).

If there is indeed a glitch in the slot machine, then they also have to contact slot provider, which takes extra time. 

Hope my message cleared it up a bit.

 
The thing is following the first email i sent screenshots of every second of that glitch and the reply was that the screen shots didn't show any proof of a glitch and that i need to send a video through youtube to prove it. The casino tried to make me understand there was nothing wrong and they couldn't see any problem til it was on youtube and crystal clear there as a problem and at this point couldn't anymore prentend there was nothing wrong. Both phone and email support had no clue whatsoever and like i said, they asked for screen shots proof then denied the screen shots and then asked a youtube video as they couldnt see anything wrong with my game session. So my question is, what if i didn't record it?

 
I love how casinos lie all the time. Here leovegas support, read that is the first ticket i submitted before calling phone support.

Frédéric

Nov 21, 02:40 CET

Hey i am playing golden monkey, i had wild on reel 2 and 4.. with the one that popped on reel 3 then they disappeared?!?!

Interesting that you mention i didn't say on what game i was playing. Fail
 
this is the reply i got after sending screen shots, i will link the screen shots along with the message.

Rhys (LeoVegas)

Nov 21, 13:25 CET

Hello Frederic, 

Thank you for your email. 

The relevant department were unable to find the game round in question with the details you have provided. 

May I ask that you upload a video of the session/game round error that you recorded on Youtube, so that we can view this ourselves.  

If you are able to upload the session on Youtube for us to view, it would help us investigate the actual game round and then send to our game providers.

Once I have your response and hopefully the Youtube link, we can move forward in resolving the issue for you. 

If you need anything else in the meantime, feel free to contacts us via phone, Livechat or email and we will gladly help. 

We hope to hear from you soon. 

Best Regards,
Rhys
LeoVegas, Customer Support


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Hi Fredos386,

Thanks for posting these for further clarification.

You did indeed provide the screenshots, as previously stated by Skylined87 the more information you can give us, the better we can help you. Since your earlier chat correspondence was not linked to the email thread, it was a fair assessment that you hadn’t supplied the game name, but perhaps this is something we could have improved on.
It can be difficult for our support team to identify a game from an image alone as we have in excess of 1000 live onsite. Not only this, it is not feasible to expect every support team member to intimately understand each game feature.

As the error did not exist in our system, but rather the game suppliers’ we could not easily identify what particular round was in question, that is why you did not get a conclusive answer initially. 

I stated in the previous post, if you did not have a recording of the session, you would not have been ignored - it would simply take longer to investigate. 
Very few of our players habitually record their game sessions, so we cannot rely on our customers to provide this evidence (but we really appreciate it when it can be shown!).
When Rhys asked for more information, he was not doing so in the hope that you would disappear or be unable to provide it, but rather in your own interest so he could give the best service. We fully stand behind our support team.

You seem like a pretty experienced player, and I am sure you understand that there is a limit to the control that we have over the content we feature onsite. For this reason we do need to consult our game providers in situations like yours. 

We will have a resolution soon, and you will be fairly compensated.

Cheers,

James.
 

 
Look, my first ticket said that i had a glitch on golden monkey and my wilds disappear. Pretty clear what game i was talking about. Then i called customer support by phone and explained the person i was playing golden monkey and the wilds disappeared etc. I asked the support if he knew what game i was talking about and he said yes that he knew the game etc. I dont know why you keep coming back to me saying i wasn't clear what game it was. I do understand that a game can glitch and it happens. My point in all this in how i was enticed into ignoring the glitch and just continue playing. That my query wasn't taken seriously before it was all over the web. That you keep telling me i didn't identify the game while i did very clearly. As a customer, i would've expected support to "support" me through this and tell me to stop playing and that they would look into it with the provider. Not be told "i don't see anything here, there is no problem". Through the entire process i felt like it was my job to prove everything and that the site was not responsible for anything but would kinda help a bit anyway because you are sooooo nice. And even now, few days later, i received no email update, no nothing. Im just here hanging having no idea what is going on, what do i have to do. How long will it take? Nobody tell me anything, im just being repeated non-stop that it's not your fault and i shouldve provided the right informations from the start which I DID.

But anyway, let's move on things have been said and done. I would like to know, now what is happening. Do i have to wait, have you contacted Yggdrasil? Is there something going on? Im completly left in the dark.

 
Hi Fredos386,

We understand it is a pain when this sort of thing happens, just know it is being taken care of and treated as a priority. Yggdrasil is investigating the matter as communicated earlier. Due to the complex nature of the issue it will take some more time than usual, but be assured it will be solved. 

As soon as we have more information we will update you.

Cheers,

James.
 

 
So you report the issue on Tuesday and come Friday still no meaningful update. Neither casino or provider can be too proud of that I think.

Do you know if Leo pulled the game once they became aware of the bug?

 
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