Beschwerde #43
Playamo Casino
Refusing to provide game log for malfunctioned Rambo spin resulting in $14,400 win which only paid $1,000
vor 9 Jahren
Hello,
On March 8, 2017 I had a spin on the Rambo slot that resulted in a $1,000 win. However, the machine did not pay the amount owing as it should have been $14,400 (720 ways * $20 per line). I contacted Playamo support and requested the game log for that spin, per AskGamblers instructions on their complaint page ("Contact immediately the casino support and insist to know the exact reason for the software glitch to happen and to get the full system log for the session in question. The casino management is obliged to cooperate to player and to provide all necessary details upon player’s request.").
It has now been a week and I have not heard anything back from Playamo. When I contact their Live Chat, they say that the technical team will get back to me. One of them even said it would be tomorrow, but this was 6 days ago.
It appears that they are ignoring my request and are trying to avoid paying the $13,400 owing.
Thanks,
Markus
On March 8, 2017 I had a spin on the Rambo slot that resulted in a $1,000 win. However, the machine did not pay the amount owing as it should have been $14,400 (720 ways * $20 per line). I contacted Playamo support and requested the game log for that spin, per AskGamblers instructions on their complaint page ("Contact immediately the casino support and insist to know the exact reason for the software glitch to happen and to get the full system log for the session in question. The casino management is obliged to cooperate to player and to provide all necessary details upon player’s request.").
It has now been a week and I have not heard anything back from Playamo. When I contact their Live Chat, they say that the technical team will get back to me. One of them even said it would be tomorrow, but this was 6 days ago.
It appears that they are ignoring my request and are trying to avoid paying the $13,400 owing.
Thanks,
Markus
AskGamblers Complaints Team have been provided with sufficient information and data on behalf Playamo management to confirm the fact that player was paid fairly and as per the game's rules and paytable.
The confusion in this particular situation came from the following spin - check attached file #1.
The triggering combination should pay as follows - 2/winning combination symbol/ x2 /winning combination symbol/ x 2 /winning combination symbol/ x 4 /Wilds/ x 1 /winning combination symbol/ x $20 /as per the paytable stat for 5-of-a-kind-win/ = 640. Obviously, the calcualtion made by the game software was correct.
Then follows another winning combination which was executed as per the Free Spins rules and namely:
"Free Spins are won with three or more Scatter symbols; at the start of the Free Spins, one symbol is randomly picked; this symbol cannot be a Wild, a Scatter or a Progressive symbol. During the remaining free spins, after paying the normal wins, the picked symbol can extend on the entire reel, awarding additional wins; when expanded, it will pay like the original symbol but even on non adjacent reels."
The bottom line is that in this particular spin round, the Wild symbol does not count for the winning combinations calculations and since player had 4 of the winning symbols landed on the reels, the win was paid according to the following calculation formula - 3/expanded winning symbol on Reel #1/ x4 /expanded winning symbol on Reel #2/ x 5 /expanded winning symbol on Reel #3/ x 4 /expanded winning symbol on Reel #5/ x $2 /as per the paytable stat for 4-of-a-kind-win/ = 320. For clarity, please check attached file #2.
Based on the above, AskGamblers Complaints Team consider the case as resolved and it is being officially closed now.
The confusion in this particular situation came from the following spin - check attached file #1.
The triggering combination should pay as follows - 2/winning combination symbol/ x2 /winning combination symbol/ x 2 /winning combination symbol/ x 4 /Wilds/ x 1 /winning combination symbol/ x $20 /as per the paytable stat for 5-of-a-kind-win/ = 640. Obviously, the calcualtion made by the game software was correct.
Then follows another winning combination which was executed as per the Free Spins rules and namely:
"Free Spins are won with three or more Scatter symbols; at the start of the Free Spins, one symbol is randomly picked; this symbol cannot be a Wild, a Scatter or a Progressive symbol. During the remaining free spins, after paying the normal wins, the picked symbol can extend on the entire reel, awarding additional wins; when expanded, it will pay like the original symbol but even on non adjacent reels."
The bottom line is that in this particular spin round, the Wild symbol does not count for the winning combinations calculations and since player had 4 of the winning symbols landed on the reels, the win was paid according to the following calculation formula - 3/expanded winning symbol on Reel #1/ x4 /expanded winning symbol on Reel #2/ x 5 /expanded winning symbol on Reel #3/ x 4 /expanded winning symbol on Reel #5/ x $2 /as per the paytable stat for 4-of-a-kind-win/ = 320. For clarity, please check attached file #2.
Based on the above, AskGamblers Complaints Team consider the case as resolved and it is being officially closed now.
Playamo Casino Beschwerde-Statistik
Gelöst
98 / 105
Durchschn. Betrag
$8,148
Durchschn. Dauer
6 Tage
Durchschn. Antwortzeit
2 Tage
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