Atlantis Gold Casino - Wrong amount awarded during bonus on Diamond Dare Bucks

UNRESOLVED
jay4play United States
posted on July 11, 2014.

I was playing Diamond Dare Bucks Edition for $2.00 per credit and hit the bonus round. On the screen were 10 objects, each of which had a number and the word "CREDITS" below the number. My round landed on "200 CREDITS" which should have been a payout of $400.00.

When the screen returned to the main game it showed that I won only $200.00.

I've attached a screen shot that I found online because BetSoft's software doesn't capture this particular bonus round in the playback. The playback shows the 10 possible outcomes in dollar value instead of CREDITS as displayed in the game.

As you can see, the labels on the prizes clearly say CREDITS (the Playback incorrectly shows them as DOLLARS).

We can compare this to the bonus feature on another slot such as Rise of Spartans or Le’Choclatier which give bonus amounts that are CLEARLY in DOLLARS. Or another Classic Slot with a bonus round, Santa’s Surprise which shows amounts with “.00” after them such as 50.00, 100.00, etc – clearly indicating these are monetary amounts and not credits. Plus they don’t have the word “CREDITS” under them.

Even though the screen shot I've attached shows “5.00” – this was NOT on the screen for my bonus round -- None of the amounts shown on the screen I saw had “.00” after the number.

I contacted Atlantis Gold's live help and chatted with Alicia about this. She said she would create a ticket and follow up with me. Yesterday I received a response that basically told me that everything works as expected and my interpretation of the word "CREDITS" is wrong. That I was expecting a "COINS" payout.

I've never seen a game that says you win "X COINS" it always says either you win "X CREDITS" in which case the CREDITS are multiplied by your wager -- or just that you win "X DOLLARS". So, I don't believe my expectations were invalid.

I've asked Atlantis Gold to credit my account for the additional $200.00 and that they fix the game so others aren't confused. I have not received a response to this request.

posted on July 14, 2014.

Hi jay4play,

We have coordinated with our Game Analysis Team and please note that all feature games pay out in 'credits' and not 'coins'. The figure you see in the feature game is the amount added to your balance. It looks like you were expecting a 'coins' payout. The prizes available in the feature game are relative to the "Players" bet that triggered the feature game (you can see all the possible prizes in Playback). Everything has worked as expected in this game round.
We hope that clarifies. Thanks

jay4play United States
posted on July 15, 2014.

That does not clarify it for me -- its the exact same response I got via email when I originally advised you of the problem. I believe that I have described the my reasons very clearly above and would appreciate a reply that is in direct response to the issues I raise -- especially regarding the use of the word "credits" which generally refers to an amount times the value of the coin you are playing.

Thank you.

posted on July 16, 2014.

Since you won on a featured game, there are different prizes based on your bets. Please note that you were already credited for your $200 payout on this game and have played it. You can also check your playback and statement.
This should be resolved.

jay4play United States
posted on July 17, 2014.

Apparently you do not want to respond to what I have said, and instead just want to say everything is the way it should be.

Because if you had read what I had written above, you would see that I am aware I was credited $200, but my dispute is that it should have been $400.

It's not resolved.

posted on July 17, 2014.

What you have won was a fix or specific prize amount on a featured game. if you have won the "$400" prize that would have been credited, but you won "$200" instead.

jay4play United States
posted on July 17, 2014.

BUT -- that is not what the screen says. Nowhere on that screen is a $ or any other monetary symbol. Instead it clearly states "CREDITS". In the game I was playing, ONE CREDIT = $2.00.

Therefore a win of 200 CREDITS should pay $400.00.

What is really upsetting here is your complete refusal to acknowledge that what is shown on the screen could be interpreted another. I realize that if someone was playing the game at a value less than $1.00 per credit then they wouldn't have a problem at all with the amounts shown on the screen. Its only because I was playing $2.00 per credit that this becomes noticeable to the player.

Since it could be interpreted another way, and you don't clarify the payout in any other documentation or help file, you need to pay it according to how it is understood by the player.

Since this is a public forum, it sure would be nice to get other people's opinions.

posted on July 17, 2014.

It's seems that you are referring to your winnings as coins. Please see attached screenshot of your "picked" prize and others you did not pick. Thanks.

jay4play United States
posted on July 17, 2014.

Which attached screen shot? The one I attached? Because that one does not say DOLLARS anywhere on it. Also, as I noted above, that is an image I found on the web and is not the exact shot of what I saw. On my game there were no amounts with decimal places, only round numbers which had the word CREDITS under them.

As a comparison, I've just uploaded the Pay Table from the same machine. On this pay table, are the amounts listed as DOLLARS? NO. They aren't. They are listed as CREDITS.

If the bonus round amounts had a "$" sign in front of them and didn't have the word CREDITS underneath, then I would wholeheartedly agree with you. But that's not how it is shown and you either need to set the machine to pay according to the display, or you need to get the display modified to fit what you intend to pay. You can't have it say one thing and mean something else.

Please just credit the $200.00 to my account today and we can resolve this.

Thank you.

posted on July 18, 2014.

As far as the casino is concern, this issue is deemed resolved and your picked prize was already credited.

jay4play United States
posted on July 20, 2014.

And as far as I'm concerned it is not resolved. Since I am the one that filed the complaint I am the one who says whether the issue is resolved or not. You have failed to respond to my truthful observations and remarks while insisting that I am mistaken and wrong.
if you would like to resolve this correctly just post an accurate screen shot of the bonus round showing the winnings should be in dollars. If you cannot do that then you need to accept my claim as true and pay the correct winnings.