Energy Casino - Player is experiencing an undefined problem.

Regarding tournaments held by Energy Casino,

There is a bug that there is a difference of about 1 minute between the actual end time and the displayed remaining time.

150 EUR and 150 EUR free spins are lost because of it.

Evidence exists and has been submitted to the casino, but the casino does not acknowledge the problem.

I demand investigation of the defect and compensation for the resulting loss.

translation

In a tournament held by Energy Casino, there was a problem in which there was a discrepancy of approximately one minute between the actual end time and the time remaining on the display.

This has resulted in a loss of 150 EUR and 150 free spins of 1 EUR.

Proof exists and has been submitted to the casino, but the casino refuses to acknowledge the glitch.

We demand that the casino investigate the glitch and compensate us for the loss caused by the glitch.

Dear andandjonnyx,

Thank you very much for submitting your complaint and forwarding the relevant screenshot:

I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information. Could you please elaborate? I can see that the tournament will expire in 2 days and 21 hours. What the disputed amount represents, please?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

A system-wide glitch is that the time remaining displayed in the casino is one minute longer than the actual end time.

The screenshot will reproduce it.

The tournament at this casino ends at 16:59 Japan time.

Therefore, when the remaining minute is less than 1 minute, it should be 58 minutes, but it is actually 59 minutes.

So even though the casino says 1 minute left, the tournament is already over and your play is not reflected in the system.

I tried this problem under various conditions such as logging out and deleting the cache, but there was always a 1 minute lag.

Because I trusted the remaining time on the casino side and played,

The play made in the last minute is not reflected,

As a result, the ranking of the tournament went down.

The amount of damage caused by this is the amount in dispute.

translate

There is a system-wide glitch where the remaining time shown in the casino is one minute longer than the actual end time.

The screenshot is a reproduction of this.

Tournaments held at this casino end at 16:59 Japan time.

Therefore, when there is less than one minute remaining, the actual time should be 58 minutes, but it is actually 59 minutes.

Therefore, even if the casino shows one minute remaining, the tournament has already ended and your play is not reflected in the system.

I have tried this problem under various conditions, such as logging out, deleting the cache, etc., but there is always a 1 minute discrepancy.

I trusted the time remaining on the casino side to play.

I played in the last minute and it was not reflected.

This caused me to lose my tournament position.

The amount in dispute is the amount of damage caused by this.

When I just checked again,

The remaining time displayed by the casino is not set by the casino,

It seems that it is set according to the time of this computer.

(Advancing the computer time by 1 hour reduced the remaining time by 1 hour.)

If so, it seems correct that the display time is different depending on the person, rather than being off by one minute.

Could you please check with the casino if this specification is suitable?

I just verified this again myself.

The casino does not set the time remaining on the casino screen, but rather it is set according to the time on our computer.

(If I advance the time on my computer by one hour, the remaining time decreases by one hour.)

If this is the case, it is not that the time is off by one minute, but that the time displayed varies from person to person.

Can you please check with the casino to see if this is the correct specification?

Dear andandjonnyx,

I still do not understand where else you see a different remaining time for the tournament. One is displayed inside your casino account. Could you please clarify where you see the other time? Have you tried communicating this issue with the casino directly?

I have informed the casino and they say it is normal.

The casino has a clock in their possession that determines when the tournament will end.

The remaining time is based on each player's clock.

This is why it does not show the correct time remaining.

Thank you, andandjonnyx, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you. 

I contacted the casino and the casino insists it is normal.

However, no matter how many times I check, this problem keeps recurring.

Can you please contact the casino based on the evidence we have provided?

I'm sorry but you suggested earlier that the difference is between the displayed time inside your casino account and the computer. What evidence exactly do you mean, please?

Evidence that different players display different amounts of time remaining.

Evidence that the remaining time is calculated based on the player's clock rather than the casino's clock

The casino does not seem to understand the remaining time system itself.

The casino needs to be made to understand this issue first.

I do apologize but you contacted the casino already and they advised you how the time is counted, is that right? Isn't the tournament over already? I'm not sure what other explanation we could get from the casino if we contact them too.

The casino just insists that the system is fine.

The casino has not provided any evidence of this, and the conversation is not going on.

The casino needs to explain the evidence that there is no difference between the casino's clock and the player's clock.

If they cannot do that, we have evidence of a time discrepancy, which proves that there is a problem with the casino's system.

I'm still not sure how the casino could prove that everything is fine. They explained to you that you should go with their time as the difference is between their tournament countdown and your PC setup. Isn't the tournament over already, please?

This problem is not occurring only in this tournament.

It is occurring at all tournaments, and unless the system improves

Unless the system is improved, users will be forced to play with the time out of sync for a long time.

I wish I could be of more help. My only recommendation would be to follow the casino's time and not the one on your PC. I'm not sure how the system could be improved for all the players from different time zones.

I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.