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Super Casino - Software malfunction from Space Invaders Slot, 50,000 voided!

RESOLVED
Complaint Info
Disputed casino Super Casino
Reason Software glitch
Amount £ 30000
Posted on May 5, 2015

I played a slot named Space Invaders run by Playtech and I received an email saying due to a malfunction all winning have been voided, These totalled 50,000!

Posted on April 9, 2015

Playtech, our software provider, confirmed that the game Space Invaders had a malfunction. This malfunction meant the game did not function correctly, specifically when changing bet sizes. As a result the game has been removed from our site until further notice. In this player’s case we had already paid out £30,000 prior to being aware of the defect within the game. The player has received this money already. The remaining balance on his account was removed as a result of voiding all bets on the game. We are very sorry for the inconvenience, however we must abide by our own rules when it comes to the games provided. Specifically:

10.1 If there is any malfunction or other error, interruption or failure in Our equipment which affects the operation of any of the games on the Service(s), all bets and/or wagers made by You in respect of the affected game(s) shall be void and We shall return them to You, and no payouts will be made. However, if a payout has already been made to You in respect of the affected game(s) You agree to repay it to Us.

11.14 Game malfunction voids all pays and play. Malfunction in this context is defined as a malfunction or an error in the functioning of a game or the Website, such as but not limited to an error in the published odds or pay tables, or a game not working in accordance with its published rules.

Kind Regards,

SuperCasino

Posted on April 9, 2015

Thank you for the response, but surely games are rigorously checked before going online? It is surely not my fault and I should not be punished for a mistake by supercasino and play tech?

Posted on April 12, 2015

All games are checked prior to being launched. In addition, the games must first pass checks by the relevant regulatory body before being approved for use by casinos. Unfortunately in some rare cases such as this one the malfunction may be identified after the game is live. We can confirm that our support manager, James Corrie, has spoken to the player to confirm that we would not look to reclaim the £30,000 in winnings already paid to the player, but the remaining winnings on the account have been removed as per the terms quoted above.

Kind Regards,

SuperCasino

AskGamblers
Posted on April 28, 2015

@yoggbv,
Did you make an agreement with a casino, can we close this complaint?

AskGamblers
Posted on May 2, 2015

Dear @yoggbv,

Please confirm if the issue has been resolved. Please be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Posted on May 2, 2015

The complaint is resolved, however I would not recommend using supercasino as they clearly cannot effectively test their games.

AskGamblers
Posted on May 5, 2015

Based on player's last comment we consider this complaint as Resolved.

Case is now officially closed.

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