HomeComplaintsK8 Casino - Player experiences game malfunction and lack of credits.

K8 Casino - Player experiences game malfunction and lack of credits.

Black points: 166

Amount: ¥30,000

K8 Casino
Safety Index:High
Submitted: 08 Jan 2024 | Unresolved : 19 Feb 2024
Unresolved Our verdict

No reaction, passive regulator

UNRESOLVED

Case summary

4 months ago

A player from Japan encountered a machine malfunction during the bonus round in the Pachinko game Garo: Fang of God FINAL. Despite customer service confirming this malfunction, they promised to return the game in bonus mode but instead returned it in 'Rush' mode with no bonus. The player has not received any credit increases after the malfunction.

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6 months ago
Translation

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.

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

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

No increase in credit

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

No increase in credit after the bonus phase

Automatic translation:
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6 months ago

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

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6 months ago
Translation

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.

Automatic translation:
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6 months ago
Translation

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.

Edited
Automatic translation:
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6 months ago
Translation

Sorry for posting again and again.

Attached is the support response when the machine breaks down.

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

Support replied.

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6 months ago

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

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5 months ago

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?

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5 months ago

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.

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5 months ago

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

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5 months ago

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

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5 months ago

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.

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4 months ago

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.

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