My question involves a consumer law issue in the State of: Oklahoma
I have been playing a casino game for years, which I have spent $200,000 on, more or less. I have had technical issues since I began playing approximately 8-9 years ago. I have sent many email complaints of these technical issues, for a very long time. These errors force players to lose their chips and have to purchase more, as a continuous effort to play the game. For me the issues have always happened when beginning to win, over the course of the time playing. After starting to win something good, the game completely closes and the players have to reboot the app, and are unable to win again afterward. This was requiring more purchases made to continue to play. Every time I made a complaint about it, I was told that it was my Internet connection. Email after email, over and over I was told this until, the end of July I finally had some respond with something other than it being caused by internet connections. After someone actually admitted to it “possibly” being caused by the app, I was then given instructions for send in the crash logs. Before this point I did not know how to retrieve those logs but this rep, was actually the one that told me where to find them. Well after I figured this out, as I was being dropped from the game, I got, no responses for each occurrence that was happening, and there were a whole lot. It would be days after sending in incident after incident before being responded to which, when he did finally respond, they were combined into one incident, and I was compensated with a very small amount in the form of spins. When questioning why the compensation was so small, I was told that it was the “company policy”. They had dropped the compensation amounts significantly from a few months back. When I started to realize they were, delaying their response time to limit my compensations, I got very angry, because I expected, and rightfully so, compensation for every single incident, and not one small comp per week. I wrote several letters about how I intend to seek advice from an attorney knowledgeable in consumer law. And low and behold, I received a response from someone who claimed that the manager gave her approval, to compensate me with a billion chips, and to give you an idea of what a billion chips is, with the 30 or so free spins received as compensation, a player may win anywhere between 30-60 million chips. So for this large amount to be given, was shocking, but it also in the same hand, led me to believe they don’t want to allow this to go any further, because of the seriousness of it. As these occurrences were still taking place I wrote back to them, each time sending the crash logs. I told them many times during these communications that this was an issue that was dealt with for a very long time. Even explaining that it started when I was first introduced to the game. I emailed them daily again explaining this and letting them know it was persisting, asking for updates. He responded several times that this was never an issue up until June 27th. Whereas, between June 27th, and The end of July, I was still being told it was related to internet connections. I was still trying to convince them that it was continuing and other players have been experiencing it and they did not receive compensation for their incidents, I had also ALWAYS mentioned that this always took place when starting to win large amounts of chips, for years this happened and I would beg them to look into it because it was making me spend more money that I wouldn’t have had to spend if I was able to stay in a game when I was winning really big. I also told them how, when this happened I was unable to keep the chips I had, because I could never find a room paying good, like the one I was disconnected from. Then the manager, himself personally emailed me, claiming this was not a wide spread occurrence and was limited to only a few players. He stated that, there wasn’t a big influx of email complaints, so it really wasn’t a big deal. I told him that I knew of many players that have experienced this for a very long time. He admitted to it being a problem with the app crashing, and allotted me another 2 billion chips. Every time I would explain that this has happened to very many players with exact scenarios, as mine and suffering losses due to this. He has been insistent that this only started in June of this year, and I told him many times that it was long before June that these occurrences were taking place. I was becoming more and more frustrated that he would not admit to knowing about this issue before the date he claimed it had started. I questioned him, why then from the supposed June 27th date till the end of July was I still receiving responses, of it being connection issues? So apparently, the company was still having the representatives send out those automated responses, to every player that had issues of dropping, etc. telling them they are experiencing connection problems with their WiFi. Knowing good and well they were experiencing technical issues instead. For a whole month they KNEW about these issues and continued the lies to players. I also told him, at that point in time because I can’t get a straight forward answer and he was still insistent that my memory along with many other players’ memories, were not correct and what he said was truth, I am collecting data and proceeding to move forward to seek an attorney.
These emails and logs persisted and I continued to send them to him. He replied to me that even though this was not a wide spread problem they applied to obtain an approval through ITunes to update the app. I can’t imagine that if only a small few players are having these issues, why on earth would they need to update the entire app.
I knew already this was not an issue experienced by a few players it was affecting at least 1/3 of the casino community. When I began to ask other players, if it happened to them, in order to obtain screenshots of our conversations, I began to be monitored by the company VERY closely, even getting threats of banning my account or blocked from chat & profile features because I changed my name to decodeME and had information like rip off report, with letters missing from the words, as to not breach and policies. So even with those missing letters they decided it was bringing unwanted attention to them, and deleted it.
So with that automatic reply from the company to, I don’t know how many countless players, people started to give up on the fact that the company will take responsibility, and just deal with the crashes despite deserving compensation. So those players who were told that was not writing in BECAUSE they were told that.
Players who don’t purchase that this happens to don’t get any compensation, because “they figure in several factors to determine the amount of chips or boosts they receive, one being how much the player spent.” Players that don’t buy are offered sale prices of 20x what the normal price is, whereas for the players that DO buy only get the regular 4.5x sale. I had questioned this in the past as well, as I saw for myself that they offered this, because I saw it on my husband’s account, several times. They claimed it was a random promotion, generated through the system, to various players. I contested that and told them it was because he doesn’t buy. After that correspondence he was given the same offer only a few months later. I had been playing the game for almost 9 years and never had that offer, nor have they other players that have played a long time and purchase chips. My husband had purchased chips in the past but he stopped a long time ago. And yet this is another tactic to reel people in and empty their pocketbooks into this company’s greedy hands.
I have requested records for which they will not provide to me, even after insisting they release those logs to me. This being due to the dropping incidents. After a few email exchanges, I was told that the issue will no longer be responded to. Which made me feel embarrassed and humiliated. It has increased my anxiety dealing with the employees. This game used to be a form of relaxation and now it is being used as a tool to get more members to join in my crusade for compensation. They stayed the don’t control odds, when I have proof, providing they give it to me, of the falsified information on that topic.
There is all this and much more. I have proof of what I have been trying to expose.
$200,000 is not a small chunk of change, it’s enough to pay off a home. And we are treated like we don’t have any rights to be treated with respect and have facts given straight, instead of being deceived.
This company lies cheats and steals from unsuspecting customers. And I want, to seek compensation for every penny I have spent. It’s one thing to, run a company with morals and honesty, but to do the things they have is just unacceptable and discussing. They treat the players as though we aren’t worthy of an effort to look into continuous problems, suffered by the customers.
Thank you all for reading this really long post...I hope someone can give me some insight, of what steps I have to take...
I have been playing a casino game for years, which I have spent $200,000 on, more or less. I have had technical issues since I began playing approximately 8-9 years ago. I have sent many email complaints of these technical issues, for a very long time. These errors force players to lose their chips and have to purchase more, as a continuous effort to play the game. For me the issues have always happened when beginning to win, over the course of the time playing. After starting to win something good, the game completely closes and the players have to reboot the app, and are unable to win again afterward. This was requiring more purchases made to continue to play. Every time I made a complaint about it, I was told that it was my Internet connection. Email after email, over and over I was told this until, the end of July I finally had some respond with something other than it being caused by internet connections. After someone actually admitted to it “possibly” being caused by the app, I was then given instructions for send in the crash logs. Before this point I did not know how to retrieve those logs but this rep, was actually the one that told me where to find them. Well after I figured this out, as I was being dropped from the game, I got, no responses for each occurrence that was happening, and there were a whole lot. It would be days after sending in incident after incident before being responded to which, when he did finally respond, they were combined into one incident, and I was compensated with a very small amount in the form of spins. When questioning why the compensation was so small, I was told that it was the “company policy”. They had dropped the compensation amounts significantly from a few months back. When I started to realize they were, delaying their response time to limit my compensations, I got very angry, because I expected, and rightfully so, compensation for every single incident, and not one small comp per week. I wrote several letters about how I intend to seek advice from an attorney knowledgeable in consumer law. And low and behold, I received a response from someone who claimed that the manager gave her approval, to compensate me with a billion chips, and to give you an idea of what a billion chips is, with the 30 or so free spins received as compensation, a player may win anywhere between 30-60 million chips. So for this large amount to be given, was shocking, but it also in the same hand, led me to believe they don’t want to allow this to go any further, because of the seriousness of it. As these occurrences were still taking place I wrote back to them, each time sending the crash logs. I told them many times during these communications that this was an issue that was dealt with for a very long time. Even explaining that it started when I was first introduced to the game. I emailed them daily again explaining this and letting them know it was persisting, asking for updates. He responded several times that this was never an issue up until June 27th. Whereas, between June 27th, and The end of July, I was still being told it was related to internet connections. I was still trying to convince them that it was continuing and other players have been experiencing it and they did not receive compensation for their incidents, I had also ALWAYS mentioned that this always took place when starting to win large amounts of chips, for years this happened and I would beg them to look into it because it was making me spend more money that I wouldn’t have had to spend if I was able to stay in a game when I was winning really big. I also told them how, when this happened I was unable to keep the chips I had, because I could never find a room paying good, like the one I was disconnected from. Then the manager, himself personally emailed me, claiming this was not a wide spread occurrence and was limited to only a few players. He stated that, there wasn’t a big influx of email complaints, so it really wasn’t a big deal. I told him that I knew of many players that have experienced this for a very long time. He admitted to it being a problem with the app crashing, and allotted me another 2 billion chips. Every time I would explain that this has happened to very many players with exact scenarios, as mine and suffering losses due to this. He has been insistent that this only started in June of this year, and I told him many times that it was long before June that these occurrences were taking place. I was becoming more and more frustrated that he would not admit to knowing about this issue before the date he claimed it had started. I questioned him, why then from the supposed June 27th date till the end of July was I still receiving responses, of it being connection issues? So apparently, the company was still having the representatives send out those automated responses, to every player that had issues of dropping, etc. telling them they are experiencing connection problems with their WiFi. Knowing good and well they were experiencing technical issues instead. For a whole month they KNEW about these issues and continued the lies to players. I also told him, at that point in time because I can’t get a straight forward answer and he was still insistent that my memory along with many other players’ memories, were not correct and what he said was truth, I am collecting data and proceeding to move forward to seek an attorney.
These emails and logs persisted and I continued to send them to him. He replied to me that even though this was not a wide spread problem they applied to obtain an approval through ITunes to update the app. I can’t imagine that if only a small few players are having these issues, why on earth would they need to update the entire app.
I knew already this was not an issue experienced by a few players it was affecting at least 1/3 of the casino community. When I began to ask other players, if it happened to them, in order to obtain screenshots of our conversations, I began to be monitored by the company VERY closely, even getting threats of banning my account or blocked from chat & profile features because I changed my name to decodeME and had information like rip off report, with letters missing from the words, as to not breach and policies. So even with those missing letters they decided it was bringing unwanted attention to them, and deleted it.
So with that automatic reply from the company to, I don’t know how many countless players, people started to give up on the fact that the company will take responsibility, and just deal with the crashes despite deserving compensation. So those players who were told that was not writing in BECAUSE they were told that.
Players who don’t purchase that this happens to don’t get any compensation, because “they figure in several factors to determine the amount of chips or boosts they receive, one being how much the player spent.” Players that don’t buy are offered sale prices of 20x what the normal price is, whereas for the players that DO buy only get the regular 4.5x sale. I had questioned this in the past as well, as I saw for myself that they offered this, because I saw it on my husband’s account, several times. They claimed it was a random promotion, generated through the system, to various players. I contested that and told them it was because he doesn’t buy. After that correspondence he was given the same offer only a few months later. I had been playing the game for almost 9 years and never had that offer, nor have they other players that have played a long time and purchase chips. My husband had purchased chips in the past but he stopped a long time ago. And yet this is another tactic to reel people in and empty their pocketbooks into this company’s greedy hands.
I have requested records for which they will not provide to me, even after insisting they release those logs to me. This being due to the dropping incidents. After a few email exchanges, I was told that the issue will no longer be responded to. Which made me feel embarrassed and humiliated. It has increased my anxiety dealing with the employees. This game used to be a form of relaxation and now it is being used as a tool to get more members to join in my crusade for compensation. They stayed the don’t control odds, when I have proof, providing they give it to me, of the falsified information on that topic.
There is all this and much more. I have proof of what I have been trying to expose.
$200,000 is not a small chunk of change, it’s enough to pay off a home. And we are treated like we don’t have any rights to be treated with respect and have facts given straight, instead of being deceived.
This company lies cheats and steals from unsuspecting customers. And I want, to seek compensation for every penny I have spent. It’s one thing to, run a company with morals and honesty, but to do the things they have is just unacceptable and discussing. They treat the players as though we aren’t worthy of an effort to look into continuous problems, suffered by the customers.
Thank you all for reading this really long post...I hope someone can give me some insight, of what steps I have to take...
Consumer Law Issues: Class Action Lawsuit Several Consumer Rights Violations, Deception and Theft
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