Added to blunders section 19 June 2024 Updated 28 November 2024 URL: http://topgametechnology.com/ Business Statement: Top Game is an online gaming software developer, and provider, dedicated to satisfying and fulfilling today�s fast paced online gaming world clients, with state of the art product that exceeds in excellence in all stages
"Im so likkkkkkkkkkkkkeeeeeeeee u !!"... ...yes that's from TopGame's shift supervisor in a chat session with one of Rome Casino's customers. Top Game provides customer support to each of its clients - and if you want your eyeballs start to bleed, try reading the following chat transcript (warning long) located here.
This is a conversation between a potential whale, and the customer support rep - and then his supervisor (which looks like the same guy). It's the creepiest, most unprofessional chat session I have ever read.
Situation: The player is trying to make a large deposit under the condition that he receives a bonus. It started rather innocuously until there is a problem with the bonus being placed into the account. The player is in a hotel room in Thailand, and is Australian. The supervisor steps in and starts calling the player "dear", which is odd and can be construed as condescending. He also uses teenage chat speech "so happy that u r with us" which should NEVER be used in a professional environment. Save that for your girlfriend.
The chat sessions spirals downward, and then we have this exchange: (Michael = supervisor. Scooter69 = player
Michael 00:51:38
Lets finish with optimistic way
Michael 00:51:44
I love u
Michael 00:51:50
u impressed me a lot
Michael 00:51:51
:)
Michael 00:51:56
10 from 10
Michael 00:51:57
:)
Scooter69 00:52:07
the 'love' stuff and the 'dear' is kinda creepy but ok
It get's worse...
Scooter69 00:52:45
you the top dog at Rome? (casino)
Michael 00:52:57
sshhhhh.......
Michael 00:53:00
its a secret
Michael 00:53:05
lolololololol
Michael 00:53:12
no im not ..
Michael 00:53:15
its ok
Scooter69 00:53:20
you're Mark's assistant?
Michael 00:53:24
maybe 1 day
Michael 00:53:30
lololololololol
Michael 00:53:36
you're funny my friend
Michael 00:53:41
but i really like u
It's like reading a page off of Hello Kitty. But this was only the content - the crux of the matter was that the player was getting jerked around by support, and he made a charge back as a result. According to the casino, the support staff were having security checks made on this player, but even so, they egged him on to play out his funds - even before his bonus was received. Ridiculous.
In the end, the player was furious, and posted this transcripts in our forum. The casino operator was given false information from Top Game and accused the player in public of making six chargebacks at other poker rooms and casinos. This was not true, it seems they have a record of one charge back, but at press time this cannot be confirmed.
Software Representative Doing Bong Hits
Posting full emails of a player in our forum... ...and without her permission. In fact, the software rep Jan.Strydom posted not only the email, but the player's name and email address here.
After his chastisement by members of our forum for posting privileged and private information, his response was:
please this is out of proportion - emails are for everybody to see today.
Eh? Sorry guy, not on this planet. That is a gross violation of player trust.
Faulty Software - Slow Response
From Infopowa news:
THE WILDS THAT WENT AWOL
What is happening at Top Game?
Alarming reports are accumulating across several Internet gambling message boards regarding what appears to be mysteriously missing Wild symbols on Top Game-powered video slots offered at Rome Casino.com.
Apparently the Wilds went AWOL instead of appearing on reels 1 and 5 in games like Diablo 13, Wild Sevens and Douguies Delights, creating a potential for prejudice among players using these games and rendering it virtual impossible for them to win.
Rome Casino managers were warned about the missing symbols, which help to build winning combinations, after several webmasters had played and confirmed the player complaints.
There are reports that Rome Casino officials claimed to have taken the affected games off the Internet and fixed the fault, but that these claims later proved to be false.
No public and official explanation has yet been offered by either Top Game or Rome Casino, and it is unknown whether the flaw has impacted the same games carried on a number of other Top Game online casinos.
Major player and affiliate information portals like Casinomeister and the GPWA are currently carrying ongoing discussions on the issue, urging both Top Game and Rome Casino to come forward and explain what caused the flaw and how it is being addressed, particularly in relation to players who used the games without knowing that they had no chance of winning.
And then within hours, TopGame issued a statement
To all concerned
Please once again accept our sincere apology for this whole issue. We apologize to the players and to our operators, its affiliates and to all members of the forum.
As a platform software supplier, we never had any intention to mislead or to create a scenario where a player could not win the Jackpot. We know the industry well and as a new provider, understand more than most the importance of credibility and transparency.
There is currently a lot of confusion related to the games in question as the games were pulled and put back on the same day, except for the jackpot games where the glitch is and that the wilds did not appear in the lines correctly. Please understand that in the rest of the non Jackpot games the wilds in line 1 and 5 are not relevant at all and only reflect in the Jackpot game which is currently being repaired. The game will be returned as soon as possible for players to enjoy. I want to also ensure players that the current payout is at 96.7% reflecting a very decent and above average payout percentage.
We are also currently in the process being tested by TST and will share the outcome very soon. Certificates will be posted on all operator websites.
As a final goodwill gesture, Topgame offers all players concerned a return of all deposits and where we believe the players were compromised, a 100% return and some goodwill comps. Our technical team will in the next days proceed with the refunds on a player by player basis.
Also note that I personally only represent Topgame and not Rome or any other of our current Casinos.
Please once more accept our true and sincere apology for the software bug, also for the slow response but promise to stand by our operators and players 100%.
But this was a day late and a dollar short. If not for the message boards, how long would have this gone on? The glitch was discovered at the end of May, the software provider was aware of it at the beginning of June, and it was on the 19th of June that this announcement was made.
Player trust is a fragile thing...and once broken, it's a difficult thing to fix. Some of TopGame's shortfalls are inexcusable - but source may be repairable. Someone at TopGame needs to do some ass-kicking in-house and get the vendor in order. You owe it to your clients and the player community.
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