Rome Casino and Top Game Software

[Redbush54]

I've read that Rome Casino is experiencing problems with the Fandango game and the problem is that it is missing the pistol symbol on the second reel. I don't play this game but I do understand that altho it isn't a jackpot symbol, it is the next highest paying symbol in the game.

Can anyone else verify this and should we just consider removing them from our site until their problems are fixed?

I welcome any responses that you care to give

[GamTrak]

Hi Janet,

Go ahead and start archiving any promotions we have listed for them at GamTrak Forum please. I'll be updating the portal next week. This is the 2nd time that we know of and I'm done taking a chance on them.

I've read that Rome Casino is experiencing problems with the Fandango game and the problem is that it is missing the pistol symbol on the second reel. I don't play this game but I do understand that altho it isn't a jackpot symbol, it is the next highest paying symbol in the game.

Can anyone else verify this and should we just consider removing them from our site until their problems are fixed?

I welcome any responses that you care to give

[casinojack]

Some time agao, I spoke to Top Game...All I will say, as far as a customer looking to license their software, Is amazing they in business....Of course when you sell ten times under market price, some ops will take a chance

[Shaun O'neill]

Guys

Not wanting to be stuck in the middle but has anybody contact Josh so he can comment?

Shaun

[noahromecasino]

Hi Guys,

My name is Noah and I am the CS manager over at Rome Casino. Nice to meet you. I will be taking care of any issues you may have and can be PM'd at any time and on any issue, and I promise to deliver a quick and detailed response the moment I see your message. Think of me as Josh's response.

You can also email me at any time for a fast response.

I was notified of this issue and wanted to explain what happened.


Now, about the game:
The game 'Fandango' exists as a Jackpot game, a Video Slots game and a Classic Slots game. We did receive word that there was a problem with the Jackpot version, where the symbol was missing. Let me assure you that this existed for less than 36 hours. We are investigating if any players lost money following this, but it does not seem like that is the case at this point.
The game was removed as a Jackpot game only and that is why you still saw it as a Video Slots game, which didn't malfunction. However we have now taken that off as well to be on the safe side and will only bring it back on the 22nd after making sure it is completely without issues. You will notice it isn't there anymore.

I also explained this on Casinomeister and have notified any players involved. This issue is being handled as we speak and is not a problem.
Please let me know of any other issues you may have or think should be addressed, or more about this specific issue, and I will do my very best to get it done for you.

Kind Regards,

Noah
Rome & Diceland Casinos

[Redbush54]

Thank you Noah for your reply. My only question is "how long before we experience yet another game malfunction?" Have the games not been tested? Not having any ideal what process the software/games must go thru for testing, I would think that you would begin checking all games now especially the jackpot games. How sad to think that we would send you players and those players experience a malfunction. Wouldn't be good for either of us.........jmo

[noahromecasino]

I'm glad you asked that. As I may have mentioned, we are pulling down each and every game over the upcoming days, starting tomorrow, and running a full QA review to make sure each and every game is completely bug free. This will start with the video slots and proceed to classic slots and then table games.

Look, I know this does not reflect well on the software but we are running a new team now and are going through many changes. One of them being that we are putting a lot more resources into quality assurance, so this never happens again. We will of course ask TST to double check our reviews. We are making many changes now so keep your eyes open and I think you'll be happy with what you'll see

Kind Regards,

Noah
Rome Casino

[GamTrak]

Hi Noah,

When I read your post the first thing that came to my mind is why there was no regular [Quality and Assurance] already in place to prevent this type of thing? Don't you guys have a plan that would incorporate checks and balances as part of normal operations? You can't just assume things are going as they should be.

The player and myself as an affiliate do NOT care about, what I view as normal maintenance, but things like being sure the games are FAIR 100% of the time.

I'm sorry, but if I was a player at your site I'd never play again after hearing about this because it hurts the entire industry! Good luck to you guys!

I'm glad you asked that. As I may have mentioned, we are pulling down each and every game over the upcoming days, starting tomorrow, and running a full QA review to make sure each and every game is completely bug free. This will start with the video slots and proceed to classic slots and then table games.

Look, I know this does not reflect well on the software but we are running a new team now and are going through many changes. One of them being that we are putting a lot more resources into quality assurance, so this never happens again. We will of course ask TST to double check our reviews. We are making many changes now so keep your eyes open and I think you'll be happy with what you'll see

Kind Regards,

Noah
Rome Casino

[noahromecasino]

Hi GamTrak,

It is untrue that we do not have QA. And I'm more than positive that we are NOT the only casino that ever had an issue with a game. When I say that we are running everything through QA it does not mean it was the first time. Of course there is regular QA done all the time by our technical staff in Costa Rica.

However, as you say, this is a very important issue, as all games need to be fair 100% of the time. And so we are going on a special QA project to make sure that the tech boys didn't miss anything. Obviously we are taking some hard steps in dealing with our QA people who dropped the ball, and from now on will carry out our own QA. We are in the process of moving things inhouse so we are quicker on our feet and more efficient. For instance, we have replaced the entire Customer Support team, and I am now leading it.

You can see we are now reacting very fast to this issue. This will not happen again, and you can either write us off for the mistakes that occurred or give us a chance to prove we are an excellent brand, which we will surely do over the upcoming weeks and months. Hope to see you then

Kind Regards,

Noah
Rome Casino

[Schankwart]

What about the gamblers that played all these goofed games?
Will you return lost balances to each of them?

[noahromecasino]

Well, first of all we are only speaking about ONE game.

This game only malfunctioned for a period of less than 36 hours, and the problem only existed in the jackpot version, which isn't that highly played. We are investigating whether players were actually affected and if they were yes we will refund them their bets in that game for that period of time.

Kind Regards,

Noah
Rome Casino

[mojo]

Well, first of all we are only speaking about ONE game.

I think this is the second time this has happened? I think the first time was on Diablo. Every time it happens some trust is lost.

Sorry this happened again, I'm sure it's quite a challenge. I hope everything goes smoothly for you.

[GamTrak]

I once worked in the Quality Control & Assurance department at a NUCLEAR power plant and I guess I'm a bit more judgemental in that area due to that.

It's something that needs to be done vigerously and must be caught by your folks and NOT a customer. It's crucial when you are dealing with instances where lives and money is involved. JMO Everyone makes mistakes, but have to also deal with the consequences.

Like I said before, I wish you guys the best of luck and hope it's a lesson learned.

[Redbush54]

The one thing that has been in my mind is......is this a problem with all operators that use the top gaming software? If so (I seem to recall that another op had the same problem) then it would appear to me that Top Gaming would be looking into their software instead of letting places like Rome find these problems/glitches at our/their expense....imo

[universal4]

I once worked in the Quality Control & Assurance department at a NUCLEAR power plant and I guess I'm a bit more judgemental in that area due to that.

So THAT's what happened at 3 Mile Island?

Hmmm....this bothers me since my Mom and Dad lived 3 miles from the plant back then....




Rick
Universal4

[Schankwart]

Yup. It already happened a few weeks ago on other games so this is not a single event.

I wonder how many other games are incorrect and how many players had faulty payouts since the launch of Top Game software.

[GamTrak]

LMAO Actually it was at Davis Besse in Ohio. It was a great job. I was around some awesome engineers that taught me about dBase and got me interested in programming and database management. They had to track all the components in the nuclear reactor.

I was working as a contractor and so were most of them. Once the project was done then we all left. One of the best assignment I had.

So THAT's what happened at 3 Mile Island?

Hmmm....this bothers me since my Mom and Dad lived 3 miles from the plant back then....




Rick
Universal4

[casinojack]

Questions:

As an op, and already seeing that Top-Game might be one of the most unprofessional software vendors I have ever seen, are you committed to staying with them ?

Jonathan with Top Game, I still was in shock reading that thread in the CM forum, what are your thoughts?

This is happened before, and will happen again. We all know who owns and started Top_game, and I think this is most of the issues.....Sad because some of the ideas Top-Game have are good..

Either way, I wish you guys luck, But You might seriously want to reevaluate your relationship with Top-Game.

PS. I can help if you want to move to a much more stable provider PM me

[noahromecasino]

Hi Guys,

When I said it was a single game, I was talking about this incident. Let us not forget that when this first happened, with the Diablo game, TopGame paid back players in full.

As for Jonathan, he is no longer involved, suffice to say.

Look, yes they @#ed up, but you must admit that all software providers have suffered from issues at different times, and its partly TopGame being young that makes it look so untrustworthy to you, although that is in the face of a huge refund TopGame paid out when this first happened with the Diablo game (high 5 figures).

And as one who is privy to this, you have no idea how seriously pissed off we all are that something like this happened again. The different thing this time is that responsibility for quality is now moved away and TopGame is going to put a lot more resources on it, including the hiring of new expert staff.

And it may sound silly to you but at least this time the game version was immediately removed and we immediately came to the forums to give you a detailed response. I guess that pales in the face of the error that wasn't caught by us, but it shows we do care and believe me, are horrified by this.

All software providers have had some problems but it is the ambition to achieve excellence that eventually made them what they are. I'll say again - I hope to prove that TopGame is just as good, they are just starting out but they have some very clever ideas, things like this may set them back a bit, but it in no way halts their advance. Please continue to sound out your opinions on the matter I want to hear it, even if its not exactly in our favor

Kind Regards,

Noah
Rome Casino

[casinojack]

True dude, but I tell you one thing

If I owned a software company, and some reels mysteriously lost symbols, woudl never freaking happen again. They had a lot of competition, so I tell them come back in five years or something...

PS, I dont see them coming here or anywhere else to comment, just their sales people keep shoving software down peoples throat, and it is buggy...