Tried for over a month to win JP in Boogie Fever slots, only to be shafted on July 15, 2021 while playing.
Tried for over a month to win JP in Boogie Fever slots, only to be shafted on July 15, 2021 while playing around 130 pm eastern time. I have watched nearly every slot spin in Boogie Fever as I have it using the Auto Spin option. The jackpot had reached 55 Billion coins in the 500k bet option. All 5 jackpot symbols perfectly aligned today, and the pay off window popped up so i could not get a print screen. So I was happily watching the payoff window total up my winnings, but then it stopped at 28.9 million coins. I immediately called CW support and all they could say is their log did not show a JP payout, and I said, No Kidding it didn't pay me. Then all I got from CW support was "so sorry". We pay huge amounts of money to play these CW games, and this is how we are to be treated? I have already reached Milestone 70 which is the highest level at this time, so it's not like I was asking CW to help me reach a milestone. I just wanted them to be fair, but they were not.....this is just one of the many issues we, as paying customers have to deal with and I am certain this will impact CW financially as folks grow weary of how poorly this casino website is being managed.
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Official comment
Sorry to hear you had a problem Joe.
After the big win animation has finished and you hit "continue" you go back to the screen showing the slot reels.
So just to be clear why did you not take a screenshot of that screen? If you feel it was showing 5 jackpots and you had not been paid out for the win. E.g. I just did that on one of our test servers.
Seems like it would have been a good first step, so I'm confused why you didn't do that?
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The Seattle WA Better Business Bureau has responded to my complaint against Flowplay-inc (owners of Casino World) and the BBB has forwarded my complaint to Flowplay-inc and is waiting for their response.
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To be honest, I was so distraught over it that I was not thinking fast or clear enough to get any print screen of the window. And, I was using the Auto Spin option, so it immediately started spinning again.
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That's unfortunate Joe, because if you had a screenshot showing the reels and the payout didn't match - it would clearly have indicated that there's a bug. It wouldn't necessarily mean you were due the payout - the bug could be that the display was incorrect - but there certainly would have been a bug to be fixed.
But without that, all we have is your word that you won the jackpot. There's going to be no record of that on our servers, since they determined that you didn't win the jackpot. And clearly we can't have a policy for our customer service that if a player calls in to say they won the jackpot but has no supporting evidence at all, that we should give them the winnings from that.
I know that may be annoying for you personally, but I hope you can understand it's really the only reasonable option. If you show up at a local jewelry store to say you paid for a diamond ring that they never sent you, but you have no evidence of having paid, it isn't likely they'll give you the ring just because you asked.
Also, people win these jackpots every day and we have lots of players who aren't using auto spin and nobody has ever sent in a screenshot showing what you described - a winning set of reels with the wrong payout. Which again makes it less likely that what you experienced really was a bug.
So not impossible there's a bug (we can never say it's impossible), but we'd really need to see some evidence (like a screenshot) in order to be sure something went wrong and give us a clue as to what the bug is (if there is one).
Hope that all makes sense.
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Dougaroo, I do not accept your explanation. I have worked in Info Tech for over 40 years and feel CW has not fully beta tested every update they have pushed out and thus we as paying customers are suffering from that lack of testing. There are too many issues going on this past week for you to deny that. I listen to my fellow players and a large group of them are complaining about all the problems. I am not a liar and I am certainly not "in need" of a CW handout, but I am a paying customer that has watched nearly every Auto Spin I have spun in over a month. I know the payout lines on Boogie, and all five jackpot symbols were perfectly aligned and that is why is started the "payout" window, but that window only paid my 28.9 million of the 55 billion coin jackpot.
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Joe - if you work in IT, you should understand that computers are very reliable as long as they are doing the same thing over and over. Our slot machines have been played hundreds of millions of times and haven't been changed in years. (The art and the paylines change from machine to machine, but not the way the reels work). They don't just occasionally show different pieces than we expect. If they did, we'd certainly hear every single day.
That's not to say that we don't have bugs in our games. But those are usually parts of new features (e.g. we're still fixing the way that the notification window works during challenges - it doesn't always update at the correct moment) and there are always areas that will not be perfectly stable for users (e.g. the game crashes on a computer that has 4GB of RAM because it's running out of memory - something we simply cannot fix, that user just needs more RAM. But they will still be annoyed that the game crashed.).
However, things like slot reels and how they behave are very well defined and rock solid. Have been for years and we test each game for millions of spins before release. It's just not the sort of thing that will fail from time to time. That being said, if you have a screenshot showing a case where it's actually wrong (not just on a jackpot - any time at all) please send it in and we'll investigate.
Beyond that, you are of course entitled to your opinion that we should simply "do better".
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Dougaroo,
Basically what I see in your replies is you do not believe that I had all 5 jackpot symbols perfectly aligned in the Boogie slot game. The game was in the the process of paying out coins for my winning the jackpot and it stopped after paying out just 28.9 million coins of the 55 billion coin jackpot. You push out other updates, ones you hope are resolving other issues, and those can still impact other areas and you as the designer don't see the new issue those updates caused until certain conditions exist then the problem surfaces. There's no amount of Beta testing you can do to truly know that your updates are not going to cause a problem until certain "other conditions" are happening at that moment in time, then a new issue shows up.
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BBB had me call CW support and the technician said that even if my computer screen showed all 5 jackpot symbols perfectly aligned, the CW servers could still indicate no jackpot was paid out. When he said that I immediately imagined a brick and mortar casino employee telling a customer, "sorry, even though that slot machine you are playing shows you won the jackpot, our server does not indicate a jackpot was won." Again I say to CW, I have already reached the maximum milestone 70 level and these are fake coins so why does CW think I am trying to pull a fast one over them or why would I lie about this ?
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Joe that's an odd parallel since every single brick and mortar casino has very clear signage that "in the event of a malfunction, payouts will be voided". But there's not even any evidence of a malfunction here because you have no record of the event.
Just to be clear, I completely believe that you think you saw all 5 jackpots on screen and think you were due a bigger payout. I don't think you're lying at all. But I do think you are possibly mistaken.
However with no screenshot there's really nothing to work with here.
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Wow, saying you don't think I am lying, then say you think I am mistaken. I know what was displayed on my 65 inch monitor, it was very clearly showing all five jackpot symbols perfected aligned. Why else would the system initiate a payout? And yet the payout stopped at just 28.9 million coins of a 55 billion coin jackpot. The Casino World game on my end showed a win of the jackpot and yet you say your server log does not show a jackpot being paid out. The system had a glitch and yet you are continuing to suggest I am wrong about what I had on my screen.
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Joe can you clarify exactly what actions you took here, because I'm having a hard time comparing your description and our logs.
You say you saw 5 jackpots, the payout was 28.9 million coins when you expected billions. And this happened at about 1:30pm ET (10:30am PT) on July 15th.
Did you keep spinning or did you stop the machine and call our customer service people?
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I already had the Auto Spin option turned on so it continued to spin the slots which is why I could not get a print screen. I called CW support within 10 minutes of the jackpot win showing on my screen.
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CW Support, you asked me questions and I have answered. Will you award the 55 billion fake CW coins I won by having all five jackpot symbols perfectly aligned in the Boogie slot game?
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Yeah took a while to find the details of your exact spin. But sure enough I did find it - it was at
7/15/2021 10:23:55 AM PT
So your contention as I understand it, is that you had 5 jackpots and this triggered the progressive jackpot which then stopped paying at just 28 million instead of the 55 billion.
Having found the details of the payout from that spin, our records show very clearly:
a) You did not trigger the progressive jackpot to pay out
b) But you did get a large win - actually the base payout from the machine was just a little over 20 million and then your charms paid out for the extra 8 million or so.
We don't record the exact details of what was on every reel (that would be too much information to store) but checking the paytable for Boogie Fever what stands out to me is this:
The payout for 4 Jackpot symbols is...20M
So what we have here is a situation where the progressive jackpot did not trigger, the payout did not cut off unexpectedly short. It's just that we generated a spin on our server that had 4 jackpot symbols and paid that out. You looked at a screen which you then say had 5 jackpot symbols on it. Either you are mistaken (there were only 4 fully on screen) or we had a display bug (unlikely, but as ever I'm not going to say bugs are impossible) and we showed 5 on your screen when we should have shown 4. If that happened, that still is just a display bug and no payout is due. If you were mistaken in what you saw, again no payout is due.
So I think at this point it's highly likely that you were just mistaken in what you think you saw. But either way there was no bug in the actual payout. If there was a bug (and I doubt it), it would have been in how we showed the reels, but for that we'd need a screenshot (and presumably thousands of other players would be seeing these errors, which they aren't reporting).
Not likely that this will satisfy you, but it does satisfy us that no error occurred here.
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Again you suggest I lied about this. Yet you show a little bit of doubt in admitting customers could possibly have something different showing on their computer screens that what you see in your server logs. Paying customers should be able to feel total confidence in the computer systems they are using or those system are not worthy of all the money folks pay to use them. I host many parties and have listened to many players complain about all the crashes they have while trying to use the CW website, and yet those same people have no issues with other websites. The CW system is flawed and it seems you do not have the tools to properly manage the CW website.
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I am done with this website and sad to say I have wasted over $30,000 dollars as a paying customer since January 30, 2021. CW does not care about all the issues going on or they would have had regular User Group conferences so they could get direct feedback about all the issues those users are experiencing.
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May God bless you Joe, your a wonderful soul. So many will truly miss you your a man after God's own heart. this is a sad day for husband and I but one day we will all meet up in the Fathers presence life here is short. So see you sir in Beula land.
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Yep sorry to see you go Joe and good luck in wherever else you go. Sorry we couldn't meet your needs here. I would like to point out I never said I thought you were lying - there's a big difference between being mistaken and lying and I believe all of us make mistakes.
Anyway all the best for the future.
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I've signed in a few times to "waste" all my coins. I read your last comment. One person possibly mistaken, maybe, but several long time customers saying the same thing happened to them is indicative of this being a real issue with CW''s game programming and ongoing software maintenance. Check with 1Grampy and Danel for they too have indicated this same thing happened to them recently. Amazing to hear so many of your customers complaining about issues with this website and how CW support just continues to argue that there are no issues.
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Hey Joe if anyone can send in a screenshot showing 5 jackpots on screen at the same time (or any other 5 symbols that should have paid but haven't), together with the time and date for when this happened we'll definitely be happy to look into it. But in the meantime I'm going to drop off this particular thread.
Anyway all the best. I'm sure you are a really interesting guy and if we met in the real world, we'd likely have lots in common. Bye for now.
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