Results 1 to 7 of 7
  1. #1
    Senior Member tobiathan's Avatar
    Join Date
    Sep 2012
    Posts
    1,207
    Likes (Given)
    271
    Likes (Received)
    386

    Heart of Vegas rip-off

    I'm seriously ticked off at Heart of Vegas. I'd like to share an exchange I'm currently having with customer supportósee below.

    Now, this is not my first rodeo when it comes to slots. I know what a max bet button is. I also know that in real-life slots it's far enough from the spin button that it's not THAT hard to avoid hitting it by accident. But on Heart of Vegas it's literally a couple of pixels away, which on a phone is extremely close, perhaps a millimeter. I shouldn't be surprised that they put it there to take advantage of fat-fingered players, though, seeing some of their other business practicesólike a "daily spin" that gives you barely enough for a couple spins at minimum bet, and coin packages that cost absurd amounts of money per spin.


    My initial message to them:
    "I tried the new Wonder 4 Stars based on the banner that popped up, tried to bet minimum, and after a couple spins lost 34 million coins because I accidentally pressed max bet once. Could you please restore those coins. It would cost $60 to replace them. We should not be able to lose $60 worth of coins by accidentally touching the phone once a few pixels to the left. This is terrible! I am never going near high limit again."

    Their response:
    "Thanks for contacting customer support.

    As stated in the rules section of our games, the player is responsible for all bets made within the game.

    ​​​​If the Max Bet button was inadvertently tapped you can reduce the bet by tapping the " - " or minus button on the Total Bet Line before tapping Spin. If you are having trouble clicking the spin button you can always play on Facebook and use the space bar on your keyboard to spin instead.

    If you have any other questions feel free to contact us.

    Thanks again,
    Tanner
    Product Madness Support"

    My reply:
    "You say: ​'If the Max Bet button was inadvertently tapped you can reduce the bet by tapping the " - " or minus button on the Total Bet Line before tapping Spin.'

    Yes, that's true, but you can reduce the bet only AFTER the accidental max bet spends 34 million coins. Max Bet executes the spin immediately, it's not like you press Max Bet and then press Spin. It's almost as if you put the Max Bet button a few pixels away from the Spin button to deliberately induce players to lose absurdly large sums of coins in a moment of inattention or imprecision.

    Did I say "almost"? I meant CLEARLY.

    It's ridiculous to have a one-click button behave like this without some kind of dialog box asking, "Are you sure you want to bet $60 worth of coins in a single spin, when up until now you've consistently been betting 5% of that amount or less?"

    I'm a user experience designer by trade, and this sort of thing makes application designers and companies like Product Madness look bad. It's like designing Windows to have an "INSTANTLY DELETE HALF YOUR FILES" button four pixels away from the Start button. Making it this easy for a user to make an expensive, non-recoverable, split-second, one-click error is either gross incompetence or absolute greed. Guess which one I think it is.​​"

  2. #2
    Senior Member thelma's Avatar
    Join Date
    Sep 2012
    Location
    Somerset County, NJ
    Posts
    6,063
    Likes (Given)
    4047
    Likes (Received)
    3176
    Quote Originally Posted by tobiathan View Post
    I'm seriously ticked off at Heart of Vegas. I'd like to share an exchange I'm currently having with customer support—see below.

    Now, this is not my first rodeo when it comes to slots. I know what a max bet button is. I also know that in real-life slots it's far enough from the spin button that it's not THAT hard to avoid hitting it by accident. But on Heart of Vegas it's literally a couple of pixels away, which on a phone is extremely close, perhaps a millimeter. I shouldn't be surprised that they put it there to take advantage of fat-fingered players, though, seeing some of their other business practices—like a "daily spin" that gives you barely enough for a couple spins at minimum bet, and coin packages that cost absurd amounts of money per spin.


    My initial message to them:
    "I tried the new Wonder 4 Stars based on the banner that popped up, tried to bet minimum, and after a couple spins lost 34 million coins because I accidentally pressed max bet once. Could you please restore those coins. It would cost $60 to replace them. We should not be able to lose $60 worth of coins by accidentally touching the phone once a few pixels to the left. This is terrible! I am never going near high limit again."

    Their response:
    "Thanks for contacting customer support.

    As stated in the rules section of our games, the player is responsible for all bets made within the game.

    ​​​​If the Max Bet button was inadvertently tapped you can reduce the bet by tapping the " - " or minus button on the Total Bet Line before tapping Spin. If you are having trouble clicking the spin button you can always play on Facebook and use the space bar on your keyboard to spin instead.

    If you have any other questions feel free to contact us.

    Thanks again,
    Tanner
    Product Madness Support"

    My reply:
    "You say: ​'If the Max Bet button was inadvertently tapped you can reduce the bet by tapping the " - " or minus button on the Total Bet Line before tapping Spin.'

    Yes, that's true, but you can reduce the bet only AFTER the accidental max bet spends 34 million coins. Max Bet executes the spin immediately, it's not like you press Max Bet and then press Spin. It's almost as if you put the Max Bet button a few pixels away from the Spin button to deliberately induce players to lose absurdly large sums of coins in a moment of inattention or imprecision.

    Did I say "almost"? I meant CLEARLY.

    It's ridiculous to have a one-click button behave like this without some kind of dialog box asking, "Are you sure you want to bet $60 worth of coins in a single spin, when up until now you've consistently been betting 5% of that amount or less?"

    I'm a user experience designer by trade, and this sort of thing makes application designers and companies like Product Madness look bad. It's like designing Windows to have an "INSTANTLY DELETE HALF YOUR FILES" button four pixels away from the Start button. Making it this easy for a user to make an expensive, non-recoverable, split-second, one-click error is either gross incompetence or absolute greed. Guess which one I think it is.​​"
    Give 'em hell tobiathan!

  3. #3
    Senior Member NhMajik's Avatar
    Join Date
    Sep 2012
    Location
    N.H
    Posts
    2,775
    Likes (Given)
    2721
    Likes (Received)
    1336
    I hope it works out for you.

  4. #4
    Senior Member CoveredinBeer's Avatar
    Join Date
    May 2014
    Location
    Charleston, SC
    Posts
    321
    Likes (Given)
    14
    Likes (Received)
    558
    In my experience, they don't respond to any customer service requests. I had a few issues where bonuses weren't awarding credits to my account, it would just freeze up. No response. I wouldn't give that company a dime.

  5. #5
    Senior Member
    Join Date
    Apr 2015
    Posts
    131
    Likes (Given)
    25
    Likes (Received)
    60
    Product Madness doesn't give 2 craps about the customers. I have sent trouble tickets before, and either got a generic response or none at all. If you read any comments on facebook on the fan page there are always people complaining about the same problems and they never respond. All they care about is MONEY, and I guess they make a lot of it, because it's still there.

  6. #6
    Senior Member SlotM's Avatar
    Join Date
    Sep 2012
    Location
    Niagara Falls, Ontario Canada
    Posts
    2,659
    Likes (Given)
    105
    Likes (Received)
    642
    Your just dealing with bots. Dont waist your time. Move on.
    All of these companies act the same way (hide behind a wall and never omit to their mistakes).
    And they keep getting bigger and bigger.

  7. #7
    Senior Member cococrisp's Avatar
    Join Date
    Sep 2013
    Location
    Ohio
    Posts
    503
    Likes (Given)
    189
    Likes (Received)
    333
    If anyone has ever spent money to buy chips at these play casinos, you can get a refund from Google. All you have to do is write an email disputing the charges (you can say you didn't authorize them) and they will be reversed. It takes some persistence and a week or two. Most players don't know how easy it is to do this. One of my best friends spent over $1,000 on the Wms one and got it back. It's a waste and they should not operate like this, taking advantage of people and so much money for nothing.
    Moved back to Ohio from AZ. Rude awakening. The Ohio casinos are horrible.

Bookmarks

Posting Permissions

  • You may not post new threads
  • You may not post replies
  • You may not post attachments
  • You may not edit your posts
  •