In a recent development that has shaken the online casino world, DraftKings faced a $19,000 fine from the Connecticut Department of Consumer Protection’s Gaming Division (DCP) for a significant technical malfunction. This glitch resulted in an astonishing 20,000+ unsuccessful spins on the slot game "Deal or No Deal Banker’s Bonanza," leaving customers without winnings despite their wagers.
Key Takeaways:
- DraftKings encountered a technical issue causing a slot game to fail in generating wins over a week in August 2023.
- Over 522 customers were affected, placing bets totaling more than $23,000.
- Following an investigation, the DCP fined DraftKings $19,000 and the game developer, White Hat Gaming, $3,500.
The incident came to light following player complaints about the game's lack of winning outcomes, which DraftKings initially dismissed. An investigation by the DCP unveiled that during a week in August 2023, 522 customers had participated in the game, making wagers exceeding $23,000, but did not receive any prizes. It was discovered that a glitch prevented the game from producing any winning paylines, despite an advertised return to player percentage (RTP) of 95%.
Upon identifying the glitch, DraftKings issued refunds totaling $23,909 to all affected customers but failed to communicate the glitch's nature. Additionally, the company did not report the glitch to the DCP until three days after its discovery, a delay that led to the imposed fines.
The situation was further exacerbated by reports of customer service mishandling, including an instance where a VIP customer, after highlighting the game's issues, was locked out of their account and directed towards gambling addiction support.
DraftKings, a prominent player in the online casino and sports betting industry, operates its online casino platform in five states, including Connecticut. Despite the glitch and ensuing fines, DraftKings continues to hold a significant market share, trailing slightly behind industry leader FanDuel.
In light of the incident and its resolution, Kaitlyn Krasselt, a DCP spokesperson, emphasized the importance of maintaining trust and transparency in the online gaming sector. The company's swift action to refund affected customers demonstrates its commitment to fairness, though this event serves as a reminder of the challenges and responsibilities inherent in managing digital gaming platforms.
As DraftKings moves forward, this experience underscores the critical need for robust technical systems and responsive customer service to uphold the integrity and trust of the online gaming community.
