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While playing Garo: Fang of God FINAL on the pachinko machine, the machine malfunctioned during the bonus round. The round was progressing, but I did not receive any payments. During my inquiry to the support hotline, it aggressively transitioned to 'Rush' mode and stopped functioning. My credit did not increase from bonus to 'Rush', indicating that the malfunction started during the bonus round.

When I contacted the support hotline, they confirmed it was a machine malfunction. They assured me they would perform system maintenance and return the game to me in bonus mode.

Today, I received a call from the support team. I was informed that instead of the promised bonus mode, my game would be returned to me in 'Rush' mode without bonus.

The support team argued that the cause of the problem was that I had set the machine to auto mode (automatic OFF), which is contrary to reality. As shown in the photo, the auto mode remained in ON status (automatic ON).

I haven't gained any credits despite the malfunction occurring during the bonus round.

The response has been less than I would expect from a licensed enterprise, and I hope something can be done about this.

⬆ During the bonus round - round 4 (automatic ON)

⬆ During the bonus round - round 12 (automatic ON)

No increase in credit

⬆ Forced to return to 'Rush' mode (automatic ON)

No increase in credit after the bonus phase

パチンコ牙狼FINALでボーナス中にマシンが故障し、Roundは進んでましたが支払いがされませんでした。サポートに問い合わせをしている間に強制的にRushへ移行され、動かなくなりました。ボーナスからRushまでにクレジットが増えていないので、故障はボーナス中から発生していたことになります。

サポートへ連絡するとマシントラブルとのこと。システムメンテナンスし、ボーナス状態で返還すると言われました。

本日サポートチームから連絡があり、ボーナスではなく、Rush状態で返還されボーナス無しと言われました。

サポートからはボーナス中に私がauto(自動OFF)にした事が原因と言われましたが、写真の通りautoはON｢自動ON｣のままでした。

ボーナスからの故障なのにクレジットを得られていません。

ライセンス取得企業とは思えない対応であり、何とかしてほしいです。

⬆ボーナス中　round4(自動ON)

⬆ボーナス中　round12(自動ON)

クレジットが増えていない

⬆強制的にrush　(自動ON)

ボーナス後、クレジットが増えていない

Hello vvkazvv,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with K8 Casino JP. Please allow me to ask you a few more question before we would move forward.

Could you please advise if there is any game log which would show what was the status of your game when the error happen and soon after? What exactly is the difference in bonus or rush mode? Does this caused any financial loss to your real money balance? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Nick

First of all, thank you for your reply.

We will answer your questions inline.

Q1.What is the difference between bonus mode and rush mode?

A1. Credits will be increased in bonus mode. In rush mode, bonus mode will be drawn at a higher probability than usual.

Q2. Did this cause any financial loss to your real money balance?

A2. Normally, your credits should increase by 1630 x 17.4 yen = 28362 yen until the bonus mode ends. However, as shown in the screenshot above, credits were not increased in bonus mode due to a machine failure. On top of that, I was asked to use my credits to run the machine after the maintenance was completed, so I invested 17,000 yen, but it didn't go into bonus mode.

Q3. When was the last time you spoke to a casino?

A3. Yesterday (around 11:30 on January 8, 2024).

Q4. Also, what was the content?

A4. I was told, ``The reason your credits did not increase in bonus mode is because you turned it off automatically.When I collected the machine, it was stuck in lottery mode, so I will return it in lottery mode.'' Ta.

As the details of the failure

① Credits do not increase during bonus mode

② The bonus round continues even though the credits do not increase and is forced to end.

③ Forced transition to lottery mode during support inquiry.

Since the machine team recovered the machine at point 3, K8 claims that ``the recovered machine was in lottery mode.''

However, as you can see in the screenshot, it is clear that the credits are not increasing in bonus mode, and it is still set to "auto-on", so my operation is not the cause.

Please confirm.

Nickさん

まずは返信頂きありがとう御座います。

ご質問頂いた内容をインラインにて回答させて頂きます。

Q1.ボーナスモードとラッシュモードの違いは何ですか？

A1.ボーナスモードはクレジットが増加されます。ラッシュモードは通常より高確率でボーナスモードの抽選がされます。

Q2.これにより、リアルマネー残高に何らかの経済的損失が発生しましたか?

A2.本来であれば、ボーナスモードが終了するまでクレジットが1630×17.4円=28362円増えるはずです。しかし、前述のスクリーンショットの通りマシンの故障によりクレジットがボーナスモードで増えませんでした。その上、メンテナンス終了後にクレジットを使用してマシンを動かして欲しいと言われ、17000円投資しましたがボーナスモードになりませんでした。

Q3.最後にカジノと話したのはいつですか?

A3.昨日(2024/1/8の11:30頃)です。

Q4.また、その内容は何でしたか?

A4.｢ボーナスモードでクレジットが増えなかったのは｢自動OFF｣にしたあなたの操作が原因。マシンを回収したときは抽選モードで止まっていたので抽選モードで返却します。｣と言われました。

故障の内容として

①ボーナスモード中にクレジットが増えない

②クレジットが増えないのにボーナスラウンドは進み、強制的に終了。

③サポート問い合わせ中に抽選モードへ強制移行。

③の時点でマシンチームがマシンを回収したので、K8側は｢回収したマシンは抽選モードだった。｣と主張しています。

しかし、スクリーンショットにあるようにボーナスモードでクレジットが増えていないのは明らかで、｢自動ON｣のままであるため私の操作が原因では無いです。

ご確認をお願い致します。

Nick

First of all, thank you for your reply.

We will answer your questions inline.

Q1.What is the difference between bonus mode and rush mode?

A1. Credits will be increased in bonus mode. In rush mode, bonus mode will be drawn at a higher probability than usual.

Q2. Did this cause any financial loss to your real money balance?

A2. Normally, your credits should increase by 1630 x 17.4 yen = 28362 yen until the bonus mode ends. However, as shown in the screenshot above, credits were not increased in bonus mode due to a machine failure. On top of that, I was asked to use my credits to run the machine after the maintenance was completed, so I invested 17,000 yen, but it didn't go into bonus mode.

Q3. When was the last time you spoke to a casino?

A3. Yesterday (around 11:30 on January 8, 2024).

Q4. Also, what was the content?

A4. I was told, ``The reason your credits did not increase in bonus mode was because you turned it off automatically.When I collected the machine, it was stuck in lottery mode, so I will return it in lottery mode.'' Ta.

As the details of the failure

① Credits do not increase during bonus mode

② The bonus round continues even though the credits do not increase and is forced to end.

③ Forced transition to lottery mode during support inquiry.

Since the machine team recovered the machine at point 3, K8 claims that ``the recovered machine was in lottery mode.''

However, as you can see in the screenshot, it is clear that the credits are not increasing in bonus mode, and it is still set to "auto-on", so my operation is not the cause.

What does the "game log that shows the status of the game when an error occurs and immediately after" refer to in your question?

If you mean credit, please write the following.

The bonus on this machine increases by 28,362 yen at least once. The numbers 1044 yen and 552 yen are impossible.

Although it is a Japanese site, the URL for the manufacturer information is attached below. You can get 1630 to 2030 balls in at least one bonus mode. Each ball costs 17.4 yen, so multiply the number of balls by 17.4 yen. The minimum amount will be 28,362 yen.

https://p-town.dmm.com/machines/169

Please confirm.

Nickさん

まずは返信頂きありがとう御座います。

ご質問頂いた内容をインラインにて回答させて頂きます。

Q1.ボーナスモードとラッシュモードの違いは何ですか？

A1.ボーナスモードはクレジットが増加されます。ラッシュモードは通常より高確率でボーナスモードの抽選がされます。

Q2.これにより、リアルマネー残高に何らかの経済的損失が発生しましたか?

A2.本来であれば、ボーナスモードが終了するまでクレジットが1630×17.4円=28362円増えるはずです。しかし、前述のスクリーンショットの通りマシンの故障によりクレジットがボーナスモードで増えませんでした。その上、メンテナンス終了後にクレジットを使用してマシンを動かして欲しいと言われ、17000円投資しましたがボーナスモードになりませんでした。

Q3.最後にカジノと話したのはいつですか?

A3.昨日(2024/1/8の11:30頃)です。

Q4.また、その内容は何でしたか?

A4.｢ボーナスモードでクレジットが増えなかったのは｢自動OFF｣にしたあなたの操作が原因。マシンを回収したときは抽選モードで止まっていたので抽選モードで返却します。｣と言われました。

故障の内容として

①ボーナスモード中にクレジットが増えない

②クレジットが増えないのにボーナスラウンドは進み、強制的に終了。

③サポート問い合わせ中に抽選モードへ強制移行。

③の時点でマシンチームがマシンを回収したので、K8側は｢回収したマシンは抽選モードだった。｣と主張しています。

しかし、スクリーンショットにあるようにボーナスモードでクレジットが増えていないのは明らかで、｢自動ON｣のままであるため私の操作が原因では無いです。

ご質問頂いている｢エラーが発生したときとその直後のゲームのステータスを示すゲーム ログ｣とは何をさしますか？

クレジットという意味であれば下記を記載します。

このマシンでのボーナスは最低でも1度で28362円増えます。1044円と552円という数字があり得ないです。

日本語サイトですがメーカー情報を下記にURLを添付します。最低でも１回のボーナスモードで1630～2030玉獲得できます。1玉17.4円なので玉数に17.4円を乗じてください。最低でも28362円になります。

https://p-town.dmm.com/machines/169

ご確認をお願い致します。

Sorry for posting again and again.

Attached is the support response when the machine breaks down.

If you are able to recover, you can continue playing from the winning state.

Support replied.

連投してごめんなさい。

マシン故障した時のサポート回答も添付します。

復旧できた場合、当たり状態からプレイし続けることができます。

とサポートは回答しています。

Thank you vvkazvv for all the information provided. I will now forward your complaint to my colleague Matej (matej@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello vvkazvv,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi vvkazvv & Matej,

We are currently looking into the issue and will get back on here ASAP.

Sorry for the delay and inconvenience.

Best regards

Dear K8 Casino JP representative, do you have any updates on the case?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear vvkazvv,

Unfortunately, without cooperation from the casino, we are unable to move forward. As a result, we are closing this case as unresolved (no reaction from casino). Hopefully, this status is only temporary, and the casino will reopen the case once they have gathered all the necessary evidence. I am sorry that we were unable to help you more.