Double Down Interactive LLC

My name is [redacted], Sr. Manager of Customer Experience at DoubleDown.  This is in response to complaint id [redacted].  Ms. [redacted] claims that she is missing chips (251,000,000) in the casino as a result of a problem on the DDI site. 
 
We have thoroughly reviewed...

the activity on Ms. [redacted] account and show she played the chips down in the casino.  Specifically, on April 28, 2015 Ms. [redacted] had a balance of 258,611,093 chips. At 7:31pm PST, Ms. [redacted] played the slot game “Rich Girl” and left that game with a chip balance of 20,311,093.  From there, we see Ms. [redacted] played “Diamond Queen” beginning at 7:58pm PST with her beginning chip balance of 20,311,093 and left Diamond Queen with a balance of 3,998,593.  Ms. [redacted] continued to play on April 28, 2015 and has played nearly every day, thereafter. 
 
On May 7, 2015 Ms. [redacted] was given 5,000,000 chips as a goodwill gesture.  We also see Ms. [redacted] takes advantage of the multiple free chip offers we make available for our players and has been able to spend a significant amount of time on the DoubleDown casino site as a result of the free chips we have acquired. 
 
We appreciate having Ms. [redacted] as a customer and wish her the best of the luck in the casino.  We will consider this matter closed.
 
Best,
 
[redacted]
Head of Customer Experience | DoubleDown | IGT
[redacted]@igt.com

This is in response to a complaint filed by [redacted].
My name is Kimberly O[redacted] and I run the Customer Experience team for DoubleDown Casino.  First of all, I am sorry to hear that you have not been enjoying your experience lately.  I’ve looked into your play and see that...

you enjoy playing Wheel of Fortune and one of our newest games Gong Xi Fa Cai.  I enjoy those games as well.  I understand you are frustrated that you are not winning as often as you like or believe you should be winning.  As stated in each of our pay tables for our slots games, in accordance with fair gaming practices required in most legal jurisdictions worldwide, each and every game outcome is completely independent. The odds of getting any particular outcome are always the same.
The odds do not vary based on prior outcomes, time of day, day of week, etc. For example, if the top award is won on a play, the chances of winning the top award on the next play are exactly the same. Likewise, prior losses do not change future odds.
The expected payback (displayed in the pay table) reflects the collective return across a very large number of plays by numerous players over an extended period of time. The results for any given player within any given session can vary widely from this long-term average in either direction. The fewer games played, the wider the variance of actual payback that may be experienced.  I would also invite you to read more about the statistics behind slots machines and we have an article posted within our Help Center that may help explain it better to you:    https://doubledowncasino1.zendesk.com/hc/en-us/articles/201395690. 
Again, I am sorry for any frustration you are experiencing.  I know you have been a long time player of DoubleDown and we hope that you will continue to enjoy the experience of our games.
Best Wishes,
Kimberly O[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
 My complaint to Double Down LLC was sent to Double Down Interactive, LLC[redacted]@pickjam.com as an email the same as to the Revdex.com. As far as Mrs. O'[redacted]'s statement that they showed no jackpot being hit by me is incorrect as I said my husband was sitting next too me at the time and he was the one who caught the error in the payout. As far as the 1 Billion that was won if that is also what Mrs. O'[redacted] is saying did not happen that was on my husbands account not mine!Sincerely, [redacted]

My name is Kimberly O'[redacted] and I am the Sr. Manager for the Customer Service team.  I have researched your account and see that on April 15, 2016 you wrote into our Customer Service team upset you were not getting enough play time with the virtual currency purchased and indicated you felt...

the games were unfair.  It was mentioned that you were going to contact the Revdex.com.  Additionally, between April 16, 2016 and June 30, 2016 you wrote into us multiple times and we responded a total of 14 times regarding this issue.  In our responses to you we indicated that all of our games are in accordance with fair gaming practices and provided many tips to you on how to extend your playtime.  We also shared how to take advantage of the many free chips we give within the DoubleDown casino as purchasing chips is optional and not necessary to enjoy the games within the casino.  As a goodwill gesture, we added a total of 900,000,000 chips to your account which is $900 worth of virtual currency.  During this time you continued to purchase virtual currency. 
 
Double Down Casino games are modeled after casino games. The “house” has a small advantage over the players, just as in a physical casino. The expected payback reflects the theoretical return across a very large number of plays by numerous players over an extended period of time. The slots game Crown of Egypt, which you played around the time this complaint was opened, has a long-term theoretically expected payback from 92.90% to 95.03%. The results for any given player can vary widely from this long-term, expected average in either direction. This information is readily available on the paytable for each of our slots games.
We don’t make any promises about the outcomes of our individual games' experience. Our games come with no warranty, explicit or implied. This is indicated in our Terms of Use, which can be located at the bottom of the screen any time while playing.
Since this complaint has been filed, you purchased two more game packages, for a total of $116.98, and have continued to play our games. We feel we have been very generous in previously providing you 900,000,000 chips as a goodwill gesture to play in the casino. We will not take any further action regarding this complaint.  We do value you as a customer and wish you continued luck in the DoubleDown Casino.
 
 
 
Best,
 
Kimberly O’[redacted]

Mr. [redacted],
The original Revdex.com complaint indicated there were purchases made on DoubleDown Casino that were unauthorized.  As such, I recommended you to contact the payment processor where the purchases were made.  In this case, that would be Facebook.  DoubleDown does not have access to purchase information.  You have now indicated you reject the response because you feel the slots are too tight which is a separate issue from unauthorized transactions. 
I know you have written into us several times in the past with similar feedback regarding the slots.  Please note, as is stated in the paytables for our slots games and in accordance with fair gaming practices required in most legal jurisdictions worldwide, each and every game outcome is completely independent. The odds of getting any particular outcome are always the same.  The expected payback (displayed in the paytable) reflects the collective return across a very large number of plays by numerous players over an extended period of time. The results for any given player within any given session can vary widely from this long-term average in either direction. The fewer games played, the wider the variance of actual payback that may be experienced.
We can confirm that the games are working as they should, which means that the games pay out at the expected percentages across all players. The odds are not being changed, and no player's odds are different from any other's.
The odds do not vary based on prior outcomes, time of day, day of week, etc. For example, if the top award is won on a play, the chances of winning the top award on the next play are exactly the same. Likewise, prior losses do not change future odds. Your odds do not change based on XP/level, Loyalty Points, Diamond Club tier or lack thereof, or any other account-related factors. If you're finding that your game sessions end too quickly, the best solution is to lower your bet size so that you can take more spins on the chips you have. Our hope is that you are enjoying the game even when you're not hitting a big win on every spin. At the same time, we know winning is part of the joy of playing, so the more spins you take, the more opportunities you have to get lucky!
For more information on the statistics behind slot machines, we recommend this article on our Help Center:
https://doubledowncasino1.zendesk.com/hc/en-us/articles/201395690
 
Unfortunately, there is nothing more I can do that will be satisfactory as our games are paying as they should.  I appreciate the feedback you have given.
 
Best,
 
Kimberly O[redacted]

My name is Kimberly O'[redacted], Sr. Manager of the Customer Experience team.  I have reviewed Mrs. [redacted]'s complaint that she purchased chips for $99.00 to play the DDI casino games, and then hit a jackpot which did not pay her correctly.  This is the first contact we have ever received...

from Mrs. [redacted] and the first report of incorrect winnings in the DoubleDown Casino. 
We do have the ability to look up all jackpot winnings within our casino and verify winners and payouts.  Unfortunately, when reviewing jackpot winnings, we do not see that Mrs. [redacted] hit any of the jackpots within our casino.  It is possible, Mrs. [redacted] had a big win that she feels was not paid out properly.  We would need additional information to try and verify any incorrect payouts such as the game she was playing, time, any screenshots or videos she has which allows us to look into her specific claims.  In the future, we would encourage Mrs. [redacted] to contact us directly and immediately via our Help Center (www.support.doubledowncasino.com)  with detailed information.  This will allow us to quickly look into any issues and respond directly back to her.
We value Mrs. [redacted] as a player and as a one-time goodwill gesture have credited her account ([redacted]) 300,000,000 chips which is equal to the last purchase she made on October 31, 2015 for $99.00 in which we ran a 3x sale.  We wish Mrs. [redacted] the best of luck in the casino!
Best,
Kimberly O'[redacted]

Complaint: [redacted]I am rejecting this response because: I did speak with Kimberly yesterday as she mentioned in her reply. First of all she claims that I received 100 million chips twice, once at the end of January and the other shortly after. I do remember as I told her yesterday that I did receive 100 million chips after I had made the complaint to the Revdex.com, but the second 100 million chips I did not get those even though she was adamant to say that I did. She also mentioned in the conversation that all players were advised of the upgrading that the casino was doing through a post that they had put online. I NEVER saw that posting and I open that casino everyday but she again said that it was there, maybe I would have not lost all those chips if I knew what was going on with the casino. She also mentioned in the conversation that this was my third complaint to the Revdex.com, which I corrected her and told her it was only the second and she said there was probably one that was done and you didn't need to have done it,  then who did. well that makes no sense.  Anyway after speaking with Kimberly I felt that everything that I was saying was just being put by the waste side and I felt that she thought that I was not telling the truth, and I told her that I had this feeling many times during the conversation, but she kept saying it wasn't the case even though she disagreed with everything I said and she was always right. And by the way I have had no communication with Kimberly since last January this is the first time since then that I have spoken with her, not what she said in her response that SHE has spoken extensively to me in the last past months. It has been Shelley that I have been dealing with. I am not out to get what I don't think that I truly deserve or I would not waste my time, but the principle of the matter is that they can't always be right and I as the customer to always be wrong, shouldn't it be the other way around. It is very degrading when you are speaking with someone and you know that they think you are not honest, well that is not the case the compensation of chips is just a small piece of the equation the principal of the matter is the rest.Sincerely,[redacted]

My name is [redacted], Sr. Manager of Customer Experience at DoubleDown.  I spoke to [redacted] on 5/12/2015 and confirmed she had received the chips she purchased.  Ms. [redacted] indicated she tried to get a notification out that she had received her purchased chips but it...

was after she filed the Revdex.com complaint.  As a goodwill gesture, I credited Ms. [redacted] account with 50,000,000 chips.  Ms. [redacted] was very pleased and indicted she considers this matter resolved.
 
Best,
 
[redacted]
Head of Customer Experience | DoubleDown | IGT[redacted]@igt.com

We appreciate the feedback from Ms. [redacted] and do not disregard any of the comments she has made.  I have researched her account extensively and can confirm we have given her very fair compensation over the past 8 months.  DoubleDown had messaging posted on our Facebook wall which was part of a mandatory technical upgrade we were required to complete at the end of April, 2015.  We also had maintenance windows up on our website when work was being performed, as customers were not able to play on our site during this time.  Again, I am sorry to hear of the frustration from Ms. [redacted] but we have done everything possible to compensate her multiple times for her frustrations.  At this time, there is nothing else I can do besides thank her for her feedback and for her support of our casino.  We do appreciate her business and continually strive to give all of our players the best experience possible on the DoubleDown Casino site.Best,Kimberly O[redacted]Head of Customer ExperienceDoubleDown

My name is Kimberly O[redacted], Sr. Manager of Customer Experience at DoubleDown.  This is in response to the complaint by Mr. [redacted].  We have thoroughly researched the multiple DoubleDown accounts Mr. [redacted] plays on and were unable to find any instances of missing chips.  We do see Mr....

[redacted] played the chips in the casino and perhaps the multiple accounts Mr. [redacted] uses to play drove confusion around his chip balances.  We have given a one-time courtesy credit to Mr. [redacted] of 300,000,000 in his Facebook account under the email address:  [redacted]@yahoo.com.I hope Mr. [redacted] is satisfied with the credit we have given to him and wish him the best of luck in the casino.Regards,Kimberly O[redacted]