MONOPOLY LIVE 10x 2ROLL round canceled & not paid out

[mysterio21]

This is a follow up from this post by @ivanas69 in which a 10x 2 Rolls was cancelled due to dice malfunction I was involved in (I won't repost the details)

Evolution Gaming has responded in the post:

Hello Players,

Regarding the game round discussed in this thread, which occurred on MONOPOLY Live on May 18, 2020 at 09:48:25 UTC time, we would like to update you.  During this round the wheel landed on Chance then Mr. Monopoly gave a 10x multiplier and on the re-spin the wheel landed on 2 Rolls.  After the building phase of the game where multipliers are placed on the properties, it was time to roll.  This is when we learned the dice shaker was broken and would not roll, and after trying repeatedly to fix the shaker the game was cancelled resulting in players getting their bets back.  Our procedures do not allow for a hand roll for obvious game integrity (ensuring randomness) reasons so this was not an option either.

For anyone betting on 2 Rolls of course this is a horrible outcome.  We are in communication with every casino partner who had players with bets on 2 Rolls in this round and and advised them of what the typical expected range of outcomes would have been based on the mathematics of the game.  We expect that they will soon be in contact with the players who have been negatively affected.

Finally, we do our best every day to minimise mistakes or equipment malfunctions, however this is live casino gaming and these things do happen on very rare occasion.  We are sorry, and we have communicated all relevant information to the site where you play, so they may bring resolution to this matter.  

Thank you,

Evolution Gaming

I proceeded to chat with the casino i was using and was just informed the following:

(10:37:38)


Sue: As I can see, my colleague Amy have emailed you already regarding of your round on Monopoly live played on 18/05/2020.


(10:38:35)


Sue: She have sent you the email below on Tuesday at 09:20 UTC time: Dear mysterio21, Thank you for contacting support. Having reviewed your account and after the confirmation from the provider your stake has been refunded automatically. Should you have any further questions please don't hesitate to ask. Kind regards, Amy Customer Support


(10:39:00)


mysterio21: i didnt get the email


(10:39:38)


mysterio21: that is not what Evolution have said


(10:39:40)


mysterio21: https://casinogrounds.com/forum/topic/33551-monopoly-live-10x-2roll-round-canceled/?do=findComment&comment=167608


(10:40:07)


mysterio21: "For anyone betting on 2 Rolls of course this is a horrible outcome. We are in communication with every casino partner who had players with bets on 2 Rolls in this round and and advised them of what the typical expected range of outcomes would have been based on the mathematics of the game. We expect that they will soon be in contact with the players who have been negatively affected."


(10:40:27)


mysterio21: Typical expected range of outcomes? It shouldn't be a refund of the stake


(10:41:47)


Sue: We have already forwarded this information to Evolution Gaming on your previous request, and the answer that the provider gave to us is that the stake has been refunded accordingly.


(10:42:34)


mysterio21: thats very dissapointing Sue, i will try to contact Evolution regarding this'


(10:45:01)


Sue: I'm really sorry that you feel this way regarding of the resolution of this game round, however the information that has been passed to us is that on your round the stake have been refunded and that there is no pending funds to be payed.


(10:45:52)


mysterio21: ok thank you i will chase this up with evolution as that is different to what they have said

So it seems you are not paying the "expected range" of outcomes @Evolution Gaming Official & wanted to make others aware of the outcome.

 

[mysterio21]

Just an update for anyone that is interested:

Evolution: "For anyone betting on 2 Rolls of course this is a horrible outcome. We are in communication with every casino partner who had players with bets on 2 Rolls in this round and and advised them of what the typical expected range of outcomes would have been based on the mathematics of the game. We expect that they will soon be in contact with the players who have been negatively affected."

Evolution: "Evolution Gaming does not determine how players will be compensated for game errors.  We provide all relevant information to our casino operator partners who then evaluate the facts and make a decision on how to proceed."

Casino: "Sorry about that, I was just messaging our casino team. They let me know that they had looked into this quite thoroughly and found that the stake was paid to you."

ME: "was it paid by evolution or paid via you the casino?"

Casino: "Evolution informed us how much to pay, and we paid that amount."

 

[ivanas69]

How about this situation today 10x multiplier came out with 2ROLLS and result is 0x payout.I agree that simple game bonus round can be 0x but 10x multiplier must give some advantage and excitement to the players!

 

[mysterio21]

  oh wish i was there to see the chat! atleast it was luck of the dice on this one

 

[explorer]

You'd think they would have a back up wheel and dice roller? Imagine if their banks didn't back their systems up and the bank went down???

Big professional gaming corporation and they just shrug their shoulders with the tough luck mentality just shows how professional they really are....craziness!

It's embarrassing for sure, but I'm not sure there's a good alternative. They may well have replaced the shaker with a backup after they (presumably) shut down the game after the malfunction. They can't just leave the game in limbo for an indefinite amount of time. If something similar happened at a land-based casino, I think they'd do pretty much the same thing.

 

[Supercalc]

I had a bet on that game and I contacted 32red who contacted Evolution and the explanation Evolution gave 32red was that is was an Un scheduled IT UPDATE and unfortunately coincided with the game. Too bad. I asked 32red to investigate, they were not forth coming so I closed my account. Which I regretted soon after.... 

It appears that many explanations were given that day....

 

[tehf00n]

This is unacceptable.

To be unable to provide the service required by the license is a breach in itself.

They should be required to have redundancy for any mechanical component of the games.

I wouldn't play this game again unless they had a contingency plan for it.

 

[mysterio21]

This is unacceptable.

To be unable to provide the service required by the license is a breach in itself.

They should be required to have redundancy for any mechanical component of the games.

I wouldn't play this game again unless they had a contingency plan for it.

This is the horrible thing... we all had to wait for live support to look into it (would have been atleast 10mins waiting)... Then they just said game cancelled & they started a new game... Not like it was a mechanical issue that needed to replace anything... it was a misfire of the dice roll and then they just cancelled the game.