RESOLVED: Everygame Casino game payout not correct, deception and lies.

I have been playing on everygame since it was Interops and spent a lot of time and money there. Thanksgiving tournament on the game "Turkey Shoot Wild X" faired well for me so I decided to play it again with real money

This session was on approx 11/19/2022. The information on the main game display and the paytable showed "Wild Turkey Bonus Shoot on reel 3 triggers the Wild Turkey Shoot Bonus Game Win up to 500 Credits"

On Two occasions I got the bonus symbol on reel 3, pay line 1, playing 1 credit and the Bonus round was not awarded. 

I messaged support until 11/26/2022 when I emailed support with the game error and screenshots of my problem.  The emails continued until 12/8/2022, I was told "..your screenshots were reviewed along with the game rules and what you saw may have been a display error and that is also why the bonus game was not triggered. We wish you the very best of luck on your future games and we encourage you to try your luck at the Turkey shoot game again. Remember 3 credits will trigger the bonus game"

Upon reviewing the game the paytable has been changed, across all sites with this game to say "Wild Turkey Bonus Symbol on reel 3 triggers the wild turkey shoot bonus game when playing 3 credits,"

I have found numerous websites with screenshots of this game and paytable as it was during my gameplay, yet I am told it was a display error.

I cannot possibly be the only person who was cheated out of bonus rounds in this game when playing less than 3 credits. I hope I am the only person who was lied to, but I know thats not true.

I don't know the recourse for this but I don't take this treatment lightly. I have spent an egregious amount of grace and courtesy to be brushed off by the casino and told the game as displayed for years was an error.

Support has been worthless in actually addressing this and I highly caution everyone that plays there.

Hello hodlerpicard,

Can you please provide us with your Casino Username via private message so we can get in touch with Casino Representative and investigate this case?

Sent it over to you

Hello hodlerpicard,

Thanks for sharing your credentials. We will notify Casino Representative about this issue, and will let you know once we get an update. Please keep us posted.

Hello hodlerpicard,

We are still without any response from the Rep. We will send them a reminder email in hopes that we will get an answer as soon as possible. Please keep you posted.

Patience and a long memory are some virtues I enjoy having.

Hello hodlerpicard,

Casino Rep got back to us, and told that this case is under review and will get back to us as soon as possible. Please keep an eye on this thread.

I also called again about this.  Its been over a month of this issue ongoing, now I am looking at the extreme amount of resources wasted because they choose to lie to every consumer with their actions, rather than just voiding the game play like most would have done in this case.

Hello hodlerpicard,

We really hope that they will be up to date, and that we will get an update as soon as possible. We will keep you informed.

What are your thoughts on the issue of changing tha paytable after an issue is brought up by a customer and then lying about it to them? I personally think they should be brought to task on the potential liabilites in their handling of this issue. I am not certain what recourse is available, be it through the justice, finanicial or judiciary systems

Hi Holderpicard, 

My name is Ruth, casino rep for Every Game. Turkey Shoot is available to all casino brands using the WGS platform. Every Game, and other casinos using WGS don't have any control over the game itself as it is managed by the game provider, including updates to game rules and paytables. 

In this instance, the game rules have not changed since release, the game requires a wager of three credits to trigger the bonus feature. Recently, the game provider updated the pay-table graphic so that it now specifies this requirement. We were not informed that this update was pending, however we have clarified that the change in graphic was not related to a change in the way the game functions.

If a wager is placed using less than the required three credits and the bonus symbol appears on the third reel, the bonus feature is not launched. This is how the game works.

I'm sorry to hear about your dissatisfaction with the game. Unfortunately, there is not much that Every Game can do to change this. I understand there may be a feeling of unfairness, but I can assure you that this is how the game functions as it was designed and programmed by the provider.

If you have any other questions or concerns please don't hesitate to get in touch.

Best regards,

Ruth

Hello hodlerpicard,

As Casino Rep clarified this case we will mark it as Resolved.

Ruth,
I appreciate your polite attempts to pacify my "dissatisfaction" with yet another version of Everygame's inability to take ownership of their responsibilities as a casino, You have failed to honor the rules of the games as stated in the paytable when the gameplay occurred.  As I have taken the time to read your Terms and Services, I did find that had anything that actually states you will pay the casino slot games as defined within the paytable. The overriding theme of the terms is to detriment of the customer, with all decisions made by management being final.  I must adhere to these rules, small print and otherwise unspoken conditions, or risk financial loss of winning. I also did my diligence as a player and read the paytable to understand the rules, as written, in the game. 
During Tournament 55038 - Gravylicious Freeroll with 13d 13h remaining in the tournament on 11/17/ 2022 I had taken a screenshot, which I shows the same paytable as  does 11/23/2022, after waiting 5 days and multiple attempts to get support via chat about this.

The first response I received was around Dec 8th, "..., your screenshots were reviewed along with the game rules and what you saw may have been a display error and that is also why the bonus game was not triggered. ... we encourage you to try your luck at the Turkey shoot game again. Remember 3 credits will trigger the bonus game."

Clearly the information displayed in the screenshots I took while in the game.in the game banner and the paytable say nothing about the need for 3 credits. Nor does it correlate with to the Other games in the same category of 3 reels on classic, all games categorized as "Yes" to having a  Bonus Round, including Lucky Irish, Haunted Reels, Goblins Gold Wild X, Monte Magic, Turkey Time and Wheel of Chance ALL have verbiage in the paytable stating that "3 credits are required to enter the bonus round"

I am a critical thinker, used to challenges, learned to read, write and do the maths so's I can adds and subtracts, but I am not a liar. I especially do not like being lied to. especially by someone I have done an extraordinary amount of business with.

You stated "casino brands using the WGS platform. Every Game, and other casinos using WGS don't have any control over the game itself as it is managed by the game provider, including updates to game rules and paytable."
Why does WGS not have any easily obtainable contact information, website, branding or otherwise on the internet?
Why are you not notified if they update the game rules or paytable?
How are you related to this software provider?

There are only a few casinos running this platform along with the Betsoft and RTG, as you know them also.  The game was released around 2012 from my research and there are many sites with the game, including LCB Turkey shoot.  There are several websites with reviews  that includes screenshots displaying  the same banner and paytable.

When you say "In this instance, the game rules have not changed since release, the game requires a wager of three credits to trigger the bonus feature"
Pray tell where are these rules displayed, derived from, or found, if not in the paytable of the game?

When you follow with "Recently, the game provider updated the pay-table graphic so that it now specifies this requirement. We were not informed that this update was pending, however we have clarified that the change in graphic was not related to a change in the way the game functions."
Why would the paytable graphic be changed to include this language in the paytable and banner, directly after my complaint, if the paytable wasn't the source of the players rules of this game?

I have consulted with another casino I frequent on their relationship with the game providers. They were in constant communication and aware of updates, patches, etc before they are rolled out.

As this is a simple HTML game, changing a transparency overlay to add words and roll out is simple and fast.  Unfortunately you chose to use this situation to pass blame onto me, waste my energy and time, and lie to me about the game functionality and results of this game.Its apparent that you are not upholding the ethics and standards of an online casino and you have taken money for game play and not rewarded the appropriate bonuses. This is theft, deception and lies. It is apparent to myself, and all other parties I have consulted about this, your actions are of ill Internet and I will proceed with the next steps necessary to address this.

Thank you for your time.

Hello hodlerpicard,

We will forward this message to Casino Rep and will let you know when we get a response regarding this matter. Keep you posted.

Hi hodlerpicard,

Thank you for taking the time to bring this issue to our attention. We understand your frustration and we apologize for any inconvenience this has caused. We do take the rules and regulations of our games seriously and we are committed to resolving any issues that arise. It was certainly not my intention to place the blame with you, nor at any point in my reply did I blame you for what has happened.

Everygame doesn't control any aspect of the game's functionality, such a the gameplay and graphics. Those are controlled by the game provider. In this case, there was an error with the game's paytable graphic which they updated to match the game's underlying rules. The game provider has clarified the game function to prevent any similar instances in the future.

Thank you again for bringing this matter to our attention.

Best regards,

Ruth

This still does not resolve the issue of the gameplay being not honored as the paytable has displayed since inception. 
If the paytable graphic was updated to include the information, then how was it possible for me the player to know that this 3 credits was required? Its not possible because the rules were obfuscated by the lack of inclusion in the paytable. 
From my point of view, the casino is responsible for ensuring these details of payouts and declarations in the paytable, before they would release it to their patrons.  I would then also assume there would be audits of the games to ensure that they are accurate. Its obvious that neither of these things bare true in this case.
Yet it is me, the customer, who spent their money on this and other games, to find out that the rules enforced do not have to be displayed. Your money will be taken if I don't follow the rules, as implied, understood or as yet to be written.
The very lease Everygame could have done was accepted the facts at hand and issued a refund of the gameplay, instead chooses to deny culpability. As I have so thoroughly not enjoyed the month long banter and treatment over this issue, I will surely not enjoy the process of opening formal complaints against Everygame, since I cannot seem to find how to find the vendor of this software, with the Curacao Gaming Commission, Federal Trade Commission, Attorney General, and any other agencies as appropriate. Since this "Display Error" has been ongoing since 2012, I will assume that not only myself was affected by this oversight by any casino running this software. Thanks a lot for making the time before Christmas memorable. Enjoy your valued time with family, Merry Christmas.

Hey hodlerpicard,

Thanks for a deep clarification. We will forward this post to Casino Rep in hopes that you will get an answer on your concerns.

Marry Christmas and enjoy the Holidays! 

Hello hodlerpicard,

Just to update you, we have contacted the casino rep once again after the holidays in hopes that we'll get a better explanation for your issue. Keep you posted on this thread. 

Hello hodlerpicard,

We've got a response from the casino representative stating that there is nothing they can do to help you further. The game provider, in this case WGS, controls both the gameplay that will be displayed and the actual game, not the casino. Feel free to contact them and inquire about the error you encountered since they are the only ones that can do something about it.

As there is nothing else that can be done here, we'll consider this complaint closed. 

I would gladly contact the game vendor, WGS, by any means possible.  I repeatedly asked for this information from Everygame but my requests were either ignored or refused. I have done an fairly intensive search of the internet resources at my disposal to no avail.

If someone could please help me find some valid contact information, website contact form, phone number, telegraph line or smoke signals it would be great.

Hello hodlerpicard,

We'll try to help you and find some contact information. Keep you posted.

any information on WSG besides we know they scammed me on the payouts of their slots?

Hello hodlerpicard,

Unfortunately we were unable to find any valid contact for the WGS game vendor, and the casino gave their response that they cannot do anything about it so we will have to close this complaint as our hands are tied.

Thanks for your understanding.

Since I am unable to just let things lie I will just proceed with the paths that are next. Appreciate your help