A Norwegian woman thought she hit the win of a lifetime while playing the Lightning Box Games slot Moon Temple at Spilleautomater, only to see the win negated due to a technical flaw.
25 year old Nina Larsen Kvam won 842,000 Norwegian Kronor on a wager of just 300 Kroner and thought she had it made. Unfortunately for her though, her gaming account was shut down, with the casino claiming a technical defect in the game caused the win to occur when it shouldn't have. Spillautomater's Terms and Conditions do spell out a provision in which technical errors will negate any wins.
Kvam said that she attempted to contact the casino, who was slow in getting back with her. Eventually the casino manager approaching Kvam and offering 30,000 Kroner to make up for the technical error, but attaching a non-disclosure agreement to any deal. That offer has not been accepted by Kvam, who has hired a lawyer to help mediate the dispute.
For their part Spilleautomater has come out to explain their side of the issue, with the company's CEO noting: "In case of system failure or a game (a deviation from the normal functioning of the game for whatever reason) that results in mistakes in odds calculation, charges, fees, bonuses or payout, or conversion between current currencies, ('System Error'), [the company] will seek to place all parties directly affected by such system errors in the position they were in before the system error occurred."
"SpilleAutomater.com reserves the right to void all bets that were the subject of such system errors and to remove any payments given as a direct result of the system error."
A company spokesman also took to the internet to back up that stance, writing:
"In reference to the article below we would like to express our opinion on this matter and explain it a bit further, as things have been presented in a certain way and important facts have been left out.
"As you probably understand, we cannot go in to details too much about an individual player and comment on any details, however, we would like to comment about what actually happened:
- A new game was released in the evening on the 20th November;
- We received information shortly after the game had been released that the gaming provider had decided to disable this particular game for all their partners and as a result of this we immediately removed it from all of our sites;
- Our standard procedures are that we temporarily block affected accounts to make sure that there is no more activity on the account in case there is something wrong;
- We informed the player within the same evening that the account was locked temporarily due to a suspected error in the particular game and updated the player in question frequently throughout the investigation;
- While there was an on-going investigation from the gaming provider they concluded that there was a defect in the game where the game paid out multiple times the winnings as stated in the pay-table;
- The amount stated in the article was solely won from game play in the game which was deemed defective and would not have been won in case the game was behaving as expected;
"We (PlayCherry) have been in regular communication with LGA (Lotteries and Gaming Authorities) to make sure we have an open dialogue on how to proceed given the circumstances."
"No other games are affected and all winners this day on all other games and prior to this date have been paid out as they should be."
"In any cases where a player feels that there is any wrong doing from a gaming company, we, as well as other gaming companies, encourage the customer to report the matter to LGA."
"In case this unfortunate scenario would happen that a game is deemed defective, we, as well as the majority of the casino operators, as well as the state owned gaming sites, have a clause in our terms and conditions similar to what has been posted in the article."
"According to our Terms and Conditions, we have naturally opened the customer's account again following our investigation, and [she] is free to withdraw any legit winnings."
"This is a very unfortunate incident that has occurred, and for that we are very sorry. We have however done everything by the book, and are confident that this will be proved by any relevant legal entity or authority."