Genting Casino - Concerns about the payout variation of the Avenger game in Real and Fun mode.

UNRESOLVED
posted on June 21, 2014.

Dear Genting and fellow gamblers.

I have tested over 500 slot games in fun mode and I have lost on each and every one in long term. I haven't seen any slot game which would be safe in long term. So from this I can state the fun mode payout rate and the real mode payout rate is almost the same. However I have found one game, the Avenger.... This game gave me, and give me always over 1million dollar in less than one hour. Always. No variation. The game has frozen at 1.4 million dollar.
So we are talking about a fraud and/or software failure. The game did not state that fun mode is significantly different from real mode, since in every game fun mode results were almost the same like real mode. Otherwise there would be no sense to play in fun mode at all. Anyway I was over the moon when I saw in fun mode that I have a huge profit. Always. The emphasis is on the always. 1 million profit in 1 hour. Always.
I was absolutely crazy and I have deposited with them £3000 and I got £1000 bonus. AT the beginning I made from £4000 , £3800 bonus. But then I saw already that this is different. The payout rate is different, since we have the progressive jackpot which makes the difference, however It cannot make such a difference. Plus I have tested every game, and even if you have jackpot in fun mode or not, you are not able to make 1 million dollar profit, always in fun mode. So long story short. Eventually I have lost all of my money, and I have fulfilled the 90% of my wagering requirement. When I had £3179 I have requested a call back, and I was speaking with a manager. I have explained him my problem, but he refused politely. Well probably I could have expect that. He told me, that I should have known that there is a variation. Sometimes you win, and sometimes you lose. My problem is, that in fun mode I win, always. Not sometimes. Always. 100%. There is no variation. So this is a far from any variation and it is a serious breech of fairness and a serious fraud. I have reported this to the Gambling commission to the Guardian, and to the Gaming Lab too. Gaming Lab, they are testing the Random Number Generator software. Well this is not working here in fun mode. Something is very wrong with this game. In fun mode you almost always got 5 wild with Thor, and in real mode, almost never.
Just one example. I will contact Alderney Gambling Commission too.
I have attached the file, with the game description and with screenshot which shows my one million dollar balance. I can make it, always, at any time.
The casino must rectify this serious problem, and refund me. If they wouldn't refund me, well I will survive, however, they did advertise this game, wrongly. In a very deceptive way. They must change the fun mode software and put a disclaimer, that the payout rate is extremely different in fun mode than in real mode.

Regards

Daniel

AskGamblers
posted on July 1, 2015.

This case has been reopened upon Genting Casino's request and we would like to give it one more chance for a successful resolution.

posted on July 2, 2015.

Dear Daniel

Firstly, please accept our apologies for not previously responding to your complaint.

Genting Casino has been operating for 50 years as a casino business. As an online operator, trust is the most valuable commodity we can have and we would never employ such narrow minded tactics for short term gains. As a business we are regulated and undergo strict checks on our software regularly, therefore we have full confidence in all of our games, both free play and real money play.

If you have any concerns on the above please respond to this thread or contact our chat team who will be able to help.

Regards
Matt

AskGamblers
posted on July 6, 2015.

@dddd4444,
Are you satisfied with casino response, can we close this complaint? Thank you.

posted on July 6, 2015.

Dear Matt,
How are you? I hope that everything is fine.
Thanks for your response. I gave AskGamblers stuff my work email address.
If you want to resolve this issue please contact me via my work email address.
Thanks for your cooperation. I hope that through joint effort we will be able to sort out this very annoying issue. By the way I can understand your point of view that my complain can be really shocking for a staff at Genting. I am aware the quality what your company represent in the land casino world.
I love Genting so much that's why I was so sad about my experience with your online department.
I do hope that we can make a deal privately.
Regards
Daniel

AskGamblers
posted on July 10, 2015.

@dddd4444,
We got information from the casino management that they contact you, did you find a common ground? Can we close this complaint as resolved? Thank you.

AskGamblers
posted on July 13, 2015.

@dddd4444,
It's a nice practice to confirm if your complaint is resolved or not, thank you.

posted on July 16, 2015.

It is not yet sorted. So do not close down my complain yet. I am still waiting for a solution. I am patient. I can be since I have waited one year only for one response from the casino. I can wait more for a solution. Thanks.

posted on July 17, 2015.

Dear Daniel

I have sent you an email regarding the issue and we look forward to hearing back from you.

Regards
Matt

AskGamblers
posted on July 30, 2015.

This case has been reopened upon player's request and we would like to give it one more chance for a successful resolution.

posted on August 2, 2015.

I look forward to close down this case finally. Of course we need to find a satisfactory closure for my complain. By the way I have tested Avengers one year later again. Now the practice mode and the real mode is the same, but as you can see on my screen shot this was not the case one year ago when I have played with it. To get over £1000000 in one hour (max jackpot is around £200000in Avenger) you need to get such an extreme luck (like to win the lottery twice in a row) which you would never achieve now. The flaw was earlier that when you got the Thor bonus you got almost always 5 wilds which is now extremely rare like in real mode.