Recently, a player at Casinomeister reported another case of a software error. These things happen quite regularly and the casinos stipulate in the rules that they are not responsible for them. But who, what and from whom can demand in such cases? The player wonders about the role of the casino.
This happened to me several times when I played baccarat games from Evolution Gaming. I place a bet that gets accepted, I win, but I don't get paid. In one casino they contacted Evolution and they eventually paid me out, but in another casino I raised this issue more than a week ago, they told me that they would look into what was the matter and yesterday they told me that they returned the bet to me and that's it. I was indignant, but they told me that they are not responsible for the technical errors of the software on the part of the provider. I think they should look into this. Has the game been cancelled? At a minimum, the reason should be given, and not ridiculous excuses that the casino is not responsible. I placed a bet through the casino and I believe that it is their responsibility to look into what happened.
The casino acts on behalf of the player
In all cases when errors occur, the casino itself turns to the developer for clarification. The player only needs to raise this issue with their operator. Here is what the live casino specialist, neilw, writes in response to the player's message:
I can only say what I know about Evolution. They are a B2B (Business to Business) operator, so they only talk to their customers and will investigate errors that have been reported. They have service agreements with their partners that specify response time and problem resolution time. Player requests follow the same path. You are playing at a casino that is responsible for contacting the developer on your behalf, and regardless of the outcome of the investigation, they decide to return the funds to you or not. Evolution has nothing to do with money, the bet was placed through the casino, so they bear the financial transactions and the risk.
In response to your question, it is the responsibility of the casino to ask Evolution what happened.
Agreement between the casino and the provider
Apparently, each developer has their own rules about how they work in case of errors. This is written in their contract with the casino. For example, in the case of a visual bug in Push Gaming's Wild Swarm, the developer's response shows that they provided evidence that a bug occurred.
But casinos have not been able to get an answer from Play’n GO for several weeks. Three simultaneously launched jackpot slots at small stakes allowed hitting relatively large jackpots and going into a decent plus.
2 million secret
For example, in a high-profile £2 million case, it turned out that Playtech was not contractually obligated to provide evidence of errors to the casino. It is enough for them to simply state that there was a mistake. The casino cannot demand anything more. Even the fact that the player sued the casino did not convince the developer.
The £1.7 million jackpot has been canceled as the developer claims this was due to a mistake. After almost two years of proceedings, the case came to court. The player is suing the casino, which, in fact, cannot do anything, because it does not have the right to demand evidence from Playtech. And Playtech refuses to volunteer them.
History with Sheriff Gaming. Evidence of Jackpot Fraud
In general, there is trust in the developers, otherwise the players simply would not play. And the majority, most likely, deserve this trust. But the facts of fraud appear from time to time. Therefore, not all cases of controversial issues can be attributed to the paranoia of the player.
Perhaps someone remembers the developer Sheriff Gaming. Quite popular until relatively recently, he turned out to be a scammer. It turned out that they were paying jackpots to their people by creating fake accounts. And when it happened that the jackpots were hit by outsiders, they were informed that an error had occurred, and they were able to hush up the case for a small compensation. And all this was not just rumored and players complained. When the investigation began, Sheriff Gaming employees testified.
