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Punter Loses £75,000 on Technical Fault at Spilleautomater

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."

11 replies • Last post

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bybelaff
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9 December 2014 - 4:36pm
#1

This is terrible for player of course, but malfunction is malfunction, and there is nothing to do with it.
In the end of the day without malfunction she never win such amount. Forget and live further.

usbarbadosslim93 Recently online: 20 min ago
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9 December 2014 - 4:39pm
#2

I agree with you belaff. I would still like to see the casino do something for her, although I think their original offer was pretty generous.

bybelaff
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9 December 2014 - 9:23pm
#3

30,000 Kroner
how much it is in USD?

auCL-Ed
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9 December 2014 - 10:28pm
#4

842,000 NOK = $118,163
30,000 NOK = $4,210

I have to disagree with you guys here. Obviously the game was malfunctioning and paying out players too much. It may not have been the casino's fault, depending on whether they were involved in the testing and sign off or approval of the game. Fault definitely lies with Lightning Box Games who released the slot with a bug in it.

So why should the player or the casino have to carry the can for the developer's mistake? I believe that the player should be paid, and the casino should recover the money from Lightning Box Games. This kind of BS allows any developer to claim that there is a bug any time there is a big win and the players are always the ones who end up paying for it.

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bybelaff
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10 December 2014 - 5:28am
#5

On meister about 1 year ago, or a bit more one guy have won 120k$ in real time gaming casino Inetbet. I have many skype chats with this guy, he really good person and deserve this money. He knew about malfunciton(case about orc vs elf slot). And he won 120k$. Casino not pay him a single penny, and ban him. At meister he also get banned. I tried to defend him very hard, but the final outcome was like i told, he get banned from everywhere.
So Ed probably you only one big affiliate who think that player should get paid Sad

ausara.mitchell.336
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10 December 2014 - 8:09am
#6

simaler thing happen to me i won over $3000aud of 10 spins on starburst at mr casino they closed account n gave me nothing n wont reply

1 member gave thanks for this useful post: barbadosslim93

bybelaff
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10 December 2014 - 8:57am
#7
sara.mitchell.336 wrote:

simaler thing happen to me i won over $3000aud of 10 spins on starburst at mr casino they closed account n gave me nothing n wont reply

Hi!
And what was your bet size?

usbarbadosslim93 Recently online: 20 min ago
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10 December 2014 - 2:01pm
#8
sara.mitchell.336 wrote:

simaler thing happen to me i won over $3000aud of 10 spins on starburst at mr casino they closed account n gave me nothing n wont reply

Did they give you a reason why they closed your account?

auCL-Ed
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10 December 2014 - 10:11pm
#9
belaff wrote:

On meister about 1 year ago, or a bit more one guy have won 120k$ in real time gaming casino Inetbet. I have many skype chats with this guy, he really good person and deserve this money. He knew about malfunciton(case about orc vs elf slot). And he won 120k$. Casino not pay him a single penny, and ban him. At meister he also get banned. I tried to defend him very hard, but the final outcome was like i told, he get banned from everywhere.
So Ed probably you only one big affiliate who think that player should get paid Sad

Yes. If there was a fault in the game, then who was responsible? RTG or whoever made the game was. They are the ones who should be paying for their own mistakes. You think they ever refund anyone who hits max bet by mistake and loses $200 on a spin instead of 20c? Or a player who plays the wrong game or bets one spin over the max bet limit while on a bonus, even though their software allows the player to do it? Of course not, but in every case the player has to pay. So if players have to take responsibility for their own mistakes, so should the casino and/or the game developers.

sara.mitchell.336 wrote:

simaler thing happen to me i won over $3000aud of 10 spins on starburst at mr casino they closed account n gave me nothing n wont reply

Which mister are you talking about here? Mr Green? Mr Smith? Was it on the same game?

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bybelaff
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10 December 2014 - 11:36pm
#10

I believe she speak about mrcasinos (Google it, i don't want to post link). Very strange netent casino which looks like someone WL. I have account there, but based on what i have read on different forums it is not safest place to play.

auCL-Ed
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11 December 2014 - 12:15am
#11

Oh ok, I haven't heard of that one. I did Google it and all I found was an ancient rogue GFed gaming site that clearly doesn't have Starburst, but now I see it has an S on the end.

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