BCLC Foi

belc
ref:_00D80bj6y._500C0LGUwa:ref
Subject: Send Detailed Email

Task: 1
Due Date: 02/09/2012
Assigned To: Danielle Boak
Last Modified Date/Time: 02/09/2012
Comments:
Progressive Discipline:
Related Content:
Last Modified:
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Due Date: 06/09/2012
Assigned To: Rob Stratford
Comments:
Additional To:s-22
CC:
BCC: rstratford@bclc.com
Attachment:
Subject: BCLC PlayNow - Non-Confirmed Wagers Issue [ ref:_00D80bj6y._500C0LGUwa:ref ]

Body:
Hi3-22
This is a follow up on your most recent inquiry, involving three wagers placed without your confirming
them...
The timing of the wagers in question are:

15:01:57
15:02:17
15:07:21
Your account also shows some potential login issues around the same time... that you logged in at:
15:01:43
15:02:08
15:07:11
I have forwarded a request to our technical team to have the logs pulled to determine what may have
occurred. Interpretation of these logs may be required from external sources which can take some
time. I will provide you with an update when I receive a response.
I apologize for the delay and thank you again for your patience.
Best regards,
Rob Stratford
Corporate Security and Compliance
PlayNow Investigations, BCLC
rstratford@bclc.com
www.bclc.com
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15:01:43
15:02:08
15:07:11
Best regards,
Rob Stratford
rstratford@bclc.com
www.bclc.com
Subject: Other
Task: 1
Due Date: 10/09/2012
Comments:
Hi Rob, pis see my updated comments on case
Thanks
Ross
Subject: Email: BCLC PlayNow - Non-Confirmed Wagers Issue [ ref:_00D80bj6y._500C0LGUwa:ref ]

Task: 1
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CC:
Attachment:
Subject: RE: BCLC PlayNow - Non-Confirmed Wagers Issue [ ref:_00D80bj6y._500C0LGUwa:ref ]

Body:
His.22
I wanted to keep you informed regarding your inquiry into the three matching wagers recorded in your
account on September 2.
We are still waiting for the logs to be pulled for the time in question. Once received, they will be
provided to our backoffice specialists and our eSports specialists for analysis.
I understand that you would like to have this issue resolved quickly, but unfortunately, this is a detailed
process and we need to ensure it is investigated thoroughly. I appreciate your continued patience
regarding this matter.
Best regards,
-Rob Stratford.
Corporate Security & Compliance
rstratford@bclc.com
Original Message
From: Lottery Investigations [lotteryinvestigations@bclc.com]
Sent: 06/09/2012 5:01 PM
To:8-22
Subject: BCLC PlayNow - Non-Confirmed Wagers Issue [ ref:_00D80bj6y._500C0LGUwa:ref ]
HP-22
them...

15:01:57
15:02:17
15:07:21
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Due Date: 11/09/2012
Comments:
Additional To?-22
CC:
Attachment:
Subject: BCLC PlayNow - Continuing Investigation into Wager Issue [ ref:_00D80bj6y._500C0LGUwa:ref

]
Body:
His.22
I have requested the logs for today (September 11) the period of 9:30 am to 11:00 am for your account
in order to determine what occurred prior to your making a sports wager at 10:54:34.
Please note that it may take some time to process this request and analyze the logs.
An update will be provided to you once one becomes available.
Thank you,
-Rob Stratford.
eGaming Investigations
rstratford@bclc.com
Subject: Email: RE: BCLC PlayNow - Non-Confirmed Wagers Issue [ ref:_00D80bj6y._500C0LGUwa:ref ]

Task:l
Due Date: 11/09/2012
Comments:
Additional To:s-22
18 of 22
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Sent: 06/09/2012 5:01 PM
To:8-22
Subject: BCLC PlayNow - Non-Confirmed Wagers Issue [ ref:_00D80bj6y._500C0LGUwa:ref 1
HjS.22
them...

15:01:57
15:02:17
15:07:21
15:01:43
15:02:08
15:07:11
Best regards,
Rob Stratford
rstratford@bclc.com
www.bclc.com
ref :_00D80bj6y._500C0LGU wa :ref
Subject: Email: BCLC PlayNow - Continuing Investigation into Wager Issue [

ref :_00D80bj6y._500C0LGUwa:ref ]
Task: 1
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These funds have been posted to your account as a credit adjustment, not as tokens.
The investigation will continue, and as stated, this can take time. Your case file will remain open until
the investigation into the software is complete, at which time you will be provided with an update.
Thank you for bringing this matter to our attention.
Best regards,
-Rob Stratford.
rstratford@bclc.com
Original Message
Sent: 11/09/2012 9:24 AM
To:8-22
Hi s.22
I wanted to keep you informed regarding your inquiry into the three matching wagers recorded in your
account on September 2.
We are still waiting for the logs to be pulled for the time in question. Once received, they will be
provided to our backoffice specialists and our eSports specialists for analysis.
I understand that you would like to have this issue resolved quickly, but unfortunately, this is a detailed
process and we need to ensure it is investigated thoroughly. I appreciate your continued patience
regarding this matter.
Best regards,
-Rob Stratford.
Corporate Security &. Compliance
rstratford@ bclc.com
Original Message
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11. The logs for September 2 have been pulled and must be analyzed by the backoffice software
analysts. We are still expecting the logs for September 11. As explained earlier, this process can take
some time and we ask you for your continued patience while continue our investigation. No further
action can be taken on this matter until all data has been reviewed.
I apologize for the inconvenience.
Regards,
Rob Stratford
rstratford@bclc.com
www.bclc.com
Subject: Email: RE: BCLC PlayNow - Non-Confirmed Wagers Issue [ ref:_00D80bj6y._500C0LGUwa:ref ]

Task: 1
Due Date: 11/09/2012
Comments:
Additional To:s-22
CC:
Attachment:

Body:
Hjs.22
In an effort to expedite your issue, our eSports product specialists have been consulted prior to
receiving the game logs. While the issue continues to be investigated to determine the cause of the
problem you encountered on September 2nd, it has been agreed to refund $200 to your account for the
additional two wagers that were recorded.
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Subject: Email: BCLC PlayNow - Token Issue / Update on Investigation [
ref:_00D80bj6y._500C0LGUwa:ref ]
Task: 1
Due Date: 19/09/2012
Comments:
Additional To:s-22
CC:
Attachment:
Subject: BCLC PlayNow - Token Issue / Update on Investigation [ ref:_00D80bj6y._500C0LGUwa:ref ]

Body:
Hjs.22
I have looked into your token issue.
From the notes on your case file, you reported that you had been issued a $50 freebet token and that
after trying to use it all at once, it was unsuccessful... and that when you went back to use it, it had
expired.
I reviewed your account activity. The $50 freebet token was issued to you on September 11 at 10:08:34.
$25 of this token was redeemed on September 17 at 13:26:22 on wager 0/0344835/0000590. The
remaining $25 was not redeemed and expired on September 18 at 10:08:34. The promotional
conditions for this promotion do state that the token will expire 7 days after being issued.
I have posted a $25 sports token to your PlayNow account as a one-time goodwill gesture. Please note,
this token will expire in 7 days. To avoid this in the future, you can find reference to the expiration date
of the promotion by clicking on the Contest Conditions which are provided for each promotion.
In response to your request for an update regarding your "missing funds" inquiry...
You reported that our system accepted 3 identical wagers of $100 each without your completing the
confirmation process (or being logged into your account) on September 2, at 15:01:57,15:02:17 and
15:07:21. $200 was already posted to your PlayNow account on September 11 at 10:52:17 as
reimbursement for the 'duplicated' wagers. You began putting these funds into play at 10:54:34.
We are still investigating what occurred on September 2 between 15:00 and 15:10, when the three
wagers were recorded, as well as what you reported having occurred during the morning of September
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Just as a reminder, you have been reimbursed for two of the three identical $100 sports wagers that
were recorded in your PlayNow account on September 2nd, as it was understood that it had not been
your intent to place duplicate wagers. But before we can conclude the issue as reported, the logs need
to be reviewed. These should show your account status at the time the wagers were placed, and should
display your actions while logged into your account.
Until the technical team has fully reviewed this data, we are unable to determine whether or not the
system performed in a manner other than what is intended by allowing a player to place a bet without
logging in.
I have forwarded a reminder the technical team to follow up with log extraction and review. Updates on
this request do show that there has been some difficulty in accessing the logs which appears to be the
cause of the delay.
It has been noted that to date, no other players have reported this issue.
Regarding your request to have the Oct 11 Freebet Promo token issued. Unfortunately, we are unable
to make an exception and issue you tokens for this promotion. It is a player's responsibility to review
available promotions and register for them on the PlayNow.com website. For sports promotions, login
to your account, click 'sports' and 'Promotions'. Sports promotions that are available to you will be
displayed. For promotion details, such as information on when a Freebet or other promotion expires,
click on 'Contest Conditions'.
I do appreciate your continued patience regarding this issue. And I apologize for any inconvenience this
delay has caused.
Best regards,
Rob Stratford
rstratford@bclc.com
www.bclc.com
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Total posted to your PlayNow account on this day: $155
Thank you for bringing this matter to our attention. I apologize again for the considerable time this
issue took to resolve.
Best regards,
Rob Stratford
rstratf ord@ bclc.com
www.bclc.com
Subject: Email: BCLC PlayNow - Upate on Reported Issue [ ref:_00D80bj6y._500C0LGUwa:ref ]

Task: 1
Due Date: 17/10/2012
Comments:
Additional To:s22
CC:
Attachment:
Subject: BCLC PlayNow - Upate on Reported Issue [ ref:_00D80bj6y._500C0LGUwa:ref ]

Body:
Hjs.22
I apologize for the delay in getting this issue resolved.
Our software provider's technical team is still in the process of pulling and interpreting the logs for
September 2 and September 11. These are the dates you identified that the system accepted wagers for
you without your being logged into your PlayNow account.
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Subject: Email: BCLC PlayNow - Wagers Placed While Not Logged In - Resolved [
ref :_00D80bj6y._500C0LGUwa:ref ]
Task: 1
Due Date: 15/11/2012
Comments:
Additional To:s-22
CC:
Attachment:
Subject: BCLC PlayNow - Wagers Placed While Not Logged In - Resolved [

ref:_00D80bj6y._500C0LGUwa:ref ]
Body:
Hjs.22
I've received a response from our eGaming Software Developers regarding the issue you reported in
September. After gaining access to the game logs, they have determined what happened in your
account on September 2 and 11.
Per their response, the issue was caused by a cookie not being cleared when you logged out. During
subsequent placement attempts this cookie was used to authenticate the user.
A fix is currently being reviewed and tested.
In review of your initial inquiries....
On September 2, you reported that the system accepted 3 identical $100 sports wagers without your
having logged into your account. You were refunded two of the three wagers on September 11 at
10:52:17 am. The refund was in the form of a $200 manual adjustment. We were waiting for the
outcome of the review of the game logs before any further reimbursement could be considered. Now
that the review is complete, I have posted an additional $100 manual adjustment to your PlayNow
account as a refund of the third September 2nd wager.
On September 11, you reported that the system accepted another wager without your having logged in.
This wager was in the amount of $55. I have now posted a $55 manual adjustment to your PlayNow
account as a refund of the September 11th wager.
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This issue was caused by a cookie not being cleared when the user logged out. During subsequent bet
placement attempts this cookie was used to authenticate the user. I have fixed this and the fix is now
being reviewed. It will be available for testing after the review.
- This confirms that3-22 wagers were accepted by our system without his completing the act of
logging into his account.
-Transaction Dispute Substantiated.
- As the log review confirmed8-22 did not complete the act of logging into his PlayNow account
when our system accepted his wagers, investigator determined thats-22 is entitled to refund of
the remaining two wagers: O/0344835/0000321 for $100 and O/344835/0000555 for $55.
- Manual adjustments of $100 and $55 posted into s 22 PlayNow account through OpenBet.
-s. 22 advised of the investigation findings and reimbursements by email.
Case concluded.
-Rob Stratford.
eGaming Investigator
BCLC Security
Manager summary:
16 Nov 2012
Reviewed case. Discussed at length with Investigator. A number of issues have been raised with this case
including players initial motivation to making bets and the length of time to get logs readable. While
Writer does not necessarily agree with reimbursing player as he appears to be actively seeking loopholes
it is noted that he rang CS within minutes of making bets,while they were still live, and they could
perhaps have been cancelled by BCLC. In fairness to the player he would not be aware if they were
winning or losing bets when he made that call. This is an older case when eSports was very new and
processes have been improved since that time. It has been discussed with Investigators that in these
sort of matters involving substantial reimbursement that it be discussed with myself first before
compensation is given. eSports staff have been notified of conclusion of case. Writer tested
PlayNow.com by attempting to make bet and this issue appears to have been fixed. This matter should
be reported on the monthly report to GPEB and a copy of report has been emailed to Noah
Turner/Bryon Hodgkin, Dean Cooper, Angela LaBrune and Matt Rollo.
Security has concluded this matter

R.AIderson
A/Mger Lottery Security
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Comments:
Additional To: ralderson@bclc.com; dcooper@bclc.com; bhodgkin@bclc.com; mrollo@bclc.com;
alabrune@bclc.com
CC: gpaolini@bclc.com; nturner@bclc.com
BCC:
Attachment:
Subject: SF Case 01237954 [ ref:_00D80bj6y._500C0LGUwa:ref ]

Body:
Hi Guys, just wanted to bring this case to your attention. It has been resolved however a few issues were
raised during the process. Player is8 22
Below is Rob STRATFORDS Case Summary followed by mine at the end. Although it is a one off it does
highlight the time it took to get logs etc considering player contacted BCLC on Sept 2nd when bets were
made. I am also wondering if an IDR should be sent or just included on the monthly change report
RS Summary:
_s. 22 reported that our system accepted 3 sports wagers on 02-Sep-2012 at approx 15:00:00
without his logging in.
- The identical wagers were:
$100 - O/0344835/0000321 -15:01:57
$100 - O/0344835/0000322 - 15:02:17
$100 - O/0344835/0000323 -15:07:21
-8-22 reported this issue at 15:10:00 - minutes after the wagers were recorded. (Player did not
wait for events to finish or near completion before reporting.)
- Investigator determined thats-22 had not intended to make all 3 wagers and therefore
reimbursed player for 2 of the 3 wagers. A $200 manual adjustment was posted in8-22 account
on ll-Sep-2012 at 10:52:17 to reimburse for wagers O/344835/0000322 and 0/344835/0000323.
Reimbursement for the 1st wager would wait until after the logs were reviewed.
-8-22 reported that our system also accepted another sports wager on ll-Sep-2012 without his
logging in.
-The wager was:
$55 - O/0344835/0000555 - 10:54:34
15-Nov-2012
- Logs have been reviewed and interpreted by I.UDAGEDARA (OpenBet developer). As updated in
OpenBetJiras15(1K') :
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Caller advised that he was placing a sports wager and he was asked over and over to log in. A message
comes up stating "it looks like you haven't logged in." Caller advised that our system has made
purchases without him being logged in.
Caller then looked at account and noticed that the system has purchased 3 of the same sports wagers
when player only wanted one for $100.
Caller advised that he has now $300 missing on wagers that he did not place. He advised this is not the
first time our system has taken funds from his account and purchased wagers.
CSR provide case number and advised he will be contacted by LI.
Caller advised that he will probably lose the $300 as it wont be put back right away and advised that it
usually takes a 6-7 days to get a response.
Thank You
Danielle
Consumer Services
Web Information:
Date/Time Opened: 02/09/2012 3:20:46 PM Date/Time Closed: 16/11/2012 11:41:32 AM
Contact Roles:
Name:
Title:
Role:
Account Location:
Email:
Phone:
Fax:
Mobile:
Description:
Activity History:
Subject: Email: SF Case 01237954 [ ref:_00D80bj6y._500C0LGUwa:ref ]

Task: 1
Due Date: 16/11/2012
Assigned To: Ross Alderson
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Reviewed case. Discussed at length with Investigator. A number of issues have been raised with this case
including players initial motivation to making bets and the length of time to get logs readable. While
Writer does not necessarily agree with reimbursing player as he appears to be actively seeking loopholes
it is noted that he rang CS within minutes of making bets,while they were still live, and they could
perhaps have been cancelled by BCLC. In fairness to the player he would not be aware if they were
winning or losing bets when he made that call. This is an older case when eSports was very new and
processes have been improved since that time. It has been discussed with Investigators that in these
sort of matters involving substantial reimbursement that it be discussed with myself first before
compensation is given. eSports staff have been notified of conclusion of case. Writer tested
PlayNow.com by attempting to make bet and this issue appears to have been fixed. This matter should
be reported on the monthly report to GPEB and a copy of report has been emailed to Noah
Turner/Bryon Hodgkin, Dean Cooper, Angela LaBrune and Matt Rollo.
Security has concluded this matter

R.AIderson
A/Mger Lottery Security
Police Information:
Police File #:
GPE Information:
Section 86 Status: GPE Region:
GPE File #: GPE Email:
Additional Information:
Language Line: PPO Amount:
Exhibit: Location:
PPO Pick Up Date/Time: Interview
Description Information:
Subject: Purchase Dispute - eSports
Description: Hello,
Please review player concerns that are integrity driven towards playnow.com
Player advised that our system has purchase wagers for him that he has not confirmed.
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- Logs have been reviewed and interpreted by I.UDAGEDARA (OpenBet developer). As updated in
OpenBet Jiras15(1X') :
This issue was caused by a cookie not being cleared when the user logged out. During subsequent bet
placement attempts this cookie was used to authenticate the user. I have fixed this and the fix is now
being reviewed. It will be available lor testing after the review.
- This confirms that8-22 wagers were accepted by our system without his completing the act of
logging into his account.

-Transaction Dispute Substantiated.
In Summary:
-s 22 reported that our system accepted 3 sports wagers on 02-Sep-2012 at approx 15:00:00
without his logging in.
- The identical wagers were:
$100 - O/0344835/0000321 -15:01:57
$100 - O/0344835/0000322 - 15:02:17
$100 - O/0344835/0000323 -15:07:21
-s 22 reported this issue at 15:10:00 - minutes after the wagers were recorded. (Player did not wait
for events to finish or near completion before reporting.)
- Investigator determined thats-22 had not intended to make all 3 wagers.and therefore
reimbursed player for 2 of the 3 wagers. A $200 manual adjustment was posted in 8 22 's account
on ll-Sep-2012 at 10:52:17 to reimburse for wagers O/344835/0000322 and O/344835/0000323.
Reimbursement for the 1st wager would wait until after the logs were reviewed.
-8-22 reported that our system also accepted another sports wager on ll-Sep-2012 without his
logging in.
- The wager was:
$55 - O/0344835/0000555 -10:54:34
- As the log review confirmed 8-22 did not complete the act of logging into his PlayNow account
when our system accepted his wagers, investigator determined that5-22 is entitled to refund of
the remaining two wagers: O/0344835/0000321 for $100 and O/344835/0000555 for $55.
- Manual adjustments of $100 and $55 posted into8-22 PlayNow account through OpenBet.
-s. 22 advised of the investigation findings and reimbursements by email.
Case concluded.
-Rob Stratford.
BCLC Security
Manager summary:
16 Nov 2012
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-3-22 has requested an update.
- Investigator reviewed the OpenBet Jira815(1)C) . The last update was from 02-Oct from Indika
UDAGEDARA to Jeff MORLEY stating he is unable to view the logs due to permissions.
- Comment added to815(1X0 by investigator asking if logs are available/viewable and if so, could
someone interpret them to determine what occurred on 02-Sep and 11-Sep.
- I.UDAGEDARA responded tos 15(1W) stating he cannot access the logs through sftp server where
J.MORLEY uploaded them to.
- Comment added by R.Stratford asking J.MORLEY to make the logs available to someone who can
interpret them.
- Email sent to s 22 advising him that the logs are still in the process of being extracted and
reviewed.
-s-22 also requesting tokens for an expired promotion, as he did not realize when the promotion
expired.
- Email to8-22 includes that we are unable to issue tokens for a promotion he did not register for
and informed him that players are responsible for reviewing and registering for promotions available on
the PlayNow.com site.
-RStratford.
09-Nov-2012
- Review of OpenBet Jiras 15(1)0) confirms that while the logs have been pulled and uploaded to the
.SFTP sprvpr fnr OnpnRpt tpam tn rpvipw. OnpnRpt k unahlp tn access the logs through
s. 15(1)(l)
- A new ServiceNow ticket has been generated asking for someone to follow up with the log file to
ensure OpenBet team has access to the data. (REQ39150)
- Player8-22 inquired about an update on 07-Nov through SFS 15(1)0) A response was provided
through that SF file via email, advising that we are waiting for the gaming software providers to review
the logs.
-RStratford.
14-Nov-2012
- REQ39150 has been completed. Per S.DOOLAN, "I have changed permissions on the file in
/openbet/logs/TASK40809/ folder. The file itself had no permissions at all so I'm guessing that is why
they could not see it. Let me know if they still cannot grab the file."
_s 15(1)(I) updated in OpenBetNra to reopen and advise individuals that permissions have been set and
they should be able to access the logs.
-RStratford.
15-Nov-2012
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complete the request and analyze the logs.
-RStratford.
19-Sep-2012
-s- 22 contacted CS again for two issues:
1.) Freebet token expired before player could use it.
2.) Wanted an update on his "missing funds" issue.
Regarding item 1.)

- Investigator reviewed PlayNow account8-22 earned a $50 freebet token, posted to his
PN account on 11-Sep. s 22 redeemed $25 of the token on 17-Sep at 13:26:22. The remaining $25
expired on 18-Sep. The Contest Conditions, posted on the PlayNow.com site stated that the token
would expire within 7 days.
-si7(i)(d) s.22 account to replace the
tokens he did earn but had not used. It is noted thats'22 placed numerous sports wagers while
the token was in his possession, so Investigator felt the goodwill gesture was warranted.
Regarding item 2.)

- The logs for September 2 have just been provided through RITM47350. (Saved under
Related Content.) Investigator will attach them to OpenBet JIRA BCL-331 for review. Currently OpenBet
JIRA is unavailable to investigator, but support is in the process of re-establishing access.
- The logs for September 11 (related issue) have not yet been provided. Both must be reviewed before
any conclusion can be made.
- Email sent tos-22 , informing him that he has been issued $25 in sports tokens as a one-time
goodwill gesture and informed that they expire in 7 days. Also provided information that expiration
dates can be located in the Contest Conditions on the PlayNow site.
- Email also included an update ons-22 other issue. He has been reminded that $200 has already
been posted to his PlayNow account as reimbursement for the two 'duplicate' wagers that were
recorded in his account on 02-Sep. He has been informed that the logs have been pulled for 02-Sep, but
that we still require the logs for 11-Sep and that all data must be reviewed by the backoffice software
analysts before we can complete our investigation. s-22 has been asked again for his continued
patience while this matter is investigated, but that this investigation may take time.
-RStratford.
03-Oct-2012
- Logs still in process of being pulled for review - per OpenBet Jira issues 15(1)0)
-RStratford.
17-Oct-2012
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know my name and title which I gave. I once again reiterated that his file would be looked at on Monday
when Rob returns.
R.ALDERSON
A/Mger Lottery Security/eGaming
ll-Sep-2012
- Logs have not yet been extracted. (REQ36147 / RITM47350 in Service-Now)
- Email sent to J.HAVERSTOCK and G.PAOLINI informing them of the issue as reported above. A request
has been made to review before logs are pulled - if possible.

- Email sent to player, providing an update and advising this will continue to take time to resolve.
-RStratford.
11:05
- Response from G.PAOLINI and D.HANNIGAN-DALEY received. They have acknowledged a possible
technical problem and suggested 1) refunding the player $200 for the erroneous wagers and
2) forwarding the issue to QA for further investigation into possible technical problem.
- $200 has been posted into s 22 PlayNow account as a credit adjustment.
- Email has been sent tos-22 advising him of the adjustment and informing him that the
investigation is continuing to determine the cause of the problem.

- Email sent to LMAXFIELD and L.FILIPIG in QA to investigate the issue.
- SF case to remain open until cause of the problem can be determined.
- Ifs-22 insists on the other $100 be refunded, he will have to wait for the completion of the
investigation to determine he did not confirm the completion of the wager, despite the fact it is
investigator's impression that8-22 intended to make the first wager.
-RStratford.
ll-Sep-2012
_s. 22 reported to CS that he was able to place a sports wager without logging into his PN account
at approx 10:54 am on 11-Sep.

-8-22 reported that he logged into his PlayNow account at 9:37 am and did not log out. He left the
screen open. Then at 10:54 am, he returned to the screen and completed a sports wager, which was
recorded in OpenBet without the player being required to login.
- Review of OpenBet shows that8-22 logged in at 9:37:56, and logged out at 9:59:53. (Logged out,
not timed out). OpenBet also shows player logged in at 10:54:32 and the wager was recorded at
10:54:34. This is consistent with a player logging out, then when completing a wager, being directed to
the login page to provide login and password before completing the wager.
- Logs have been requested through Service-Now: REQ36370
- When logs have been received, we can determine what has occurred.
- Email sent to 8-22 advising that the logs have been requested and that it may take some time to
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Outcome: Substantiated
UNV Notes:
4 Sept 2012
Hi Rob, You have been dealing with this player. Please review and if there is no validity to this claim we
may have to review this players account status, thx Ross
06-Sep-2012
- Players-22 reported that when attempting to place a $100 wager
on an eSports event on 02-Sep-2012, the system kept asking him to login again, and then placed the
wager 3 times without his confirming any.
- Investigator reviewed account and identified the wagers in question:
15:01:57
15:02:17
15:07:21
8-22 does appear to have reported this issue immediately, which was well before the events
settled.
- Review of player's login history shows login issuse around the same time:
15:01:43 -15:02:08 - overwritten
15:02:08 -15:07:11 - overwritten
15:07:11 -15:21:04 - overwritten
- Logs requested through ServiceNow. (REQ36147) When logs are provided, have OpenBet and/or
eSports Product Specialists review to determine what caused the multiple wagers and whether player's
claim is accurate.
- Email sent to 8 22 explaining that the logs were requested and that an update will be provided.
SUI - review and analyze game logs to determine what occurred.
-Rob Stratford, PlayNow Investigations
- 7 Sept 2012 UPDATE

-1610 hrs - Notified by CS that8-22 has called in and complained that this was taking too long and
where was "his" $200.
-1615 hrs - Called 8-22 and informed that the matter was still under investigation and Rob was
away today but would tocuh base next week.8-22 then went on a tangent about how we were
keeping his money and the system was wrong and that he had proven this through all his complaints
and he had never received a thankyou for it. He complained about the time it took for a response to his
claims and that it took 1.5 to 2 weeks. I informed 8-22 I was well aware of his previous files and
that he normally complained about system issues which took time to analyse. I explained that we were
not in a position to see what he was seeing in front of the computer so we had to look at the back end of
the system. I told him I was the manager and my expectation was that the complaint was investigated
thoroughly and we don't pay out based on a players say so. That was not good business practice.
8-22 went on a long rant and I had to interupt him a couple of times to get a word in. He wanted to
2 of 22
bclc
Case: 01237954
Case Information:
Case Owner: Rob Stratford Priority: Medium
Case Number: 01237954 Case Origin: Phone
Legacy System ID: Case Record Type: Lottery Investigations
Parent Case: 01237947
Status: Closed
Date/Time Assigned to Investigator: 04/09/2012 9:02:00 AM
Date/Time Player Contacted: 06/09/2012 5:01:00 PM
Occurred On Date/Time:
Occurred To Date/Time:
Contact Information:
Contact Name: s-22
Middle Name: Phone:
Common First Name: Mobile:822
DOB: 8 22 Email:822
Person Type: PlayNow Title:
Account Name:8 22
Address Information:
s.22
Site Location Information:

Account Name: Address Information:
Agreement #:
Product Information:
Gaming Channel: eBusiness Brand: eSports
Product: Pre-Event Betting Ticket Control #:
Book#:
Investigative Narrative:
UNV Category: Accounts
LINV Sub-Category: Disputes
LINV Sub-Category Details: Transaction Dispute
lof22
Money Line (Live)
Pick the game winner.
Today v. .f; -
ijim j ^.01 Arizona Diamondbacks 6-3 Pittsburgh Pirates 26.00,
--1-- - ::y..:,^-- -, .:-

View All Bet Options View 30 mo r<
Money Line (Live) Money Line
Total Runs in the Game Run Line
First 5 Innings Money Line First 5 Innings Total
Total Runs in Game (Odd/Even) Highest Scoring Inning
1st Inning Total Runs 2nd Innings Total Runs
3rd Innings Total Runs . 4th Innings Total Runs
5th Innings Total Runs 6th Innings Total Runs
7th Innings Total Runs 8th Innings Total Runs
9th Innings Total Runs Over/Under 1.5 Runs 1st Innings
Over/Under 1.5 Runs 2nd Innings Over/Under 1.5 Runs 3rd Innings
Total Runs in 1st Inning (Over/Under 1.5) Over/Under 1.5 Runs 5th Innings
Over/Under 1.5 Runs 6tfl Innings Over/Under 1.5 Runs 7th Innings
Over/Under 1.5 Runs 8th Innings Over/Under 1.5 Runs 9th Innings
Total Home Team Runs Total Away Team Runs

Run Line Anytime Homo Runs
nd
So it would appear that players intending to bet on the Over/Under 1.5 Runs for the 1st inning, may choose the 2
instance of this, which appears to be in the position for the 4th inning - and that's how OpenBet is recording it.
I apologize if you already have this one on your plate. If you have any questions, please let me know.
Thanks,
Rob Stratford
T 604-225-6383 / F 604-225-6488
rstratford@bclc.com
www.bclc.corr)
Total Runs in 1st Inning (Over/Under 1.5) <~ and it/s this item that is sitting where the Over/Under 1.5 Runs 4th Innings
should be. So if a player is looking to bet the over/under for the 1st inning, they may be picking this one. And because
this is where we would expect to find Over/Under 1.5 Runs 4th Innings, I'm thinking that OpenBet \s interpreting it as
such.
Again, if I misunderstood, my apologies.
Thanks,
-Rob.
From: James Haverstock

Sent: Friday, August 10, 2012 2:51 PM
To: Rob Stratford
Cc: Ross Alderson; Dwayne Cebryk; Courtney Starheim; ALL- PlayNowSports; B2B_Risk_Operations
(B2B Risk Operattons@paddypower.com)
Subject: RE: Current eSports Oddity on PlayNow
Ok-so I think we figured this issue out - at least partly. There were some "translation" issues in Openbet, which were
displaying the "3rd Inning Total Runs" as the "4th Inning Total Runs" - which is now fixed.
Please let me know if you receive any further reports of this issue.
Cheers
James
From: Rob Stratford

Sent: Thursday, August 09,2012 4:03 PM
To: James Haverstock
Cc: Ross Alderson; Dwayne Cebryk; Courtney Starheim
Subject: Current eSports Oddity on PlayNow
Hi James,
You may already be aware of this one, but I'm forwarding it to you nonetheless. I apologize if it's a repeat...
Salesforcecases15(1)(l)
He claims that on 04-Aug, he made a 4-leg parlay betting on MLB - the over/under of 1.5 runs scored in the first
inning. But OpenBet recorded it as for the 4' inning. The wager was actually duplicated, which shows the same wager
selections at the same odds, but for a different amount. - Curious.
0/0398753/0000243
0/0398753/0000244
Images of the wagers as they appear in OpenBet are attached.
I tried to replicate this and found that on the PlayNow site, the over/under options are represented for 1st inning
through'9th, except for the 4th inning.... it's replaced by another 1st Inning wager option, just worded a little differently.
See screen shot, below. Left column, 5th wager from the bottom....
From: Rob Stratford
S e n t : F r i d a y, A u g u s t 1 0 , 2 0 1 2 4 : 0 6 P M
To : James Haverstock
Cc: ALL- PlayNowSports
Hi James,
Just an FYI...
The player that this error affected had wagered a total of $2.94 to win $7.29. I'll be posting $7.29 to the player's
account.
If you think we should actually do this as a manual adjustment to the affected wagers directly, we can make those
corrections next week.
Thanks again for your help,
-Rob.

To: Rob Stratford
Cc: Ross Alderson; Dwayne Cebryk; Courtney Starheim; ALL- PlayNowSports; B2B_RisK_Pperations
fB2B Risk Qperations@paddypower.com)
Hi Rob -the issue should be fixed for all Baseball markets. It seemed like there was an issue with the 3rd & 4th innings
(not the 1st) but I could be mistaken. Either way - these issues should be resolved.
thx
From: Rob Stratford

Cc: Ross Alderson; Dwayne Cebryk; Courtney Starheim; ALL- PlayNowSports; B2B_.Risk_Operations ()
Hi James,
Sorry, but I just want to make sure I understand...
This case doesn't actually involve any mention of the 3rd inning total runs field. The player intended to wager total runs
(over/under) for 1st inning. But we recorded it as 4th inning, in the image below, you can see what is being displayed on
PlayNow.com to the players: where it should read "Over/Under 1.5 Runs 4th innings" it actually reads "Total Runs in 1st
inning (Over/Under 1.5)".
in fact, it would appear that the Over/Under Runs bet for the first inning is listed twice, but worded differently:
Over/Under 1.5 Runs 1st Innings
l
_p_
:pajj!po[/\] ;sei
nuaiuoo paie|_y
:iii0_m
bclc
T 604-225-6383 / F 604-225-6488
rstratford@bclc.com
www.bclc.com
Original Message
Sent: 09/08/2012 3:12 PM
To:8-22
Subject: RE: PlayNow Sports Betting [ ref:_00D80bj6y._500C0LF5Rl:ref ]
Hjs.22
This message is to confirm your recent issue with Sports Betting is being reviewed. Upon completion of
the review I will contact you to follow up. At this time I do not have a time line of when the review will
be completed.
Thanks
Dwayne
(D.M. Cebryk) Investigator
BCLC Security
ref:_00D80bj6y._500C0LF5Rl:ref

Task: 1
Due Date: 09/08/2012
Assigned To: Danielle Boak
Comments:
6 of 7
bclc
Dwayne
BCLC Security
ref:_00D80bj6y._500C0LF5Rl:ref
Subject: Email: RE: PlayNow Sports Betting [ ref:_00D80bj6y._500C0LF5Rl:ref ]

Task: 1
Due Date: 10/08/2012
Comments:
Additional To?-22
CC:
Attachment:

Body:
Hjs.22
Our investigation found that the wager offered on the playnow site for selecting the over/under 1.5
Runs for 1st inning was incorrectly displayed in place of where the same wager for the 4th inning should
have been.
This error has since been corrected on the PlayNow.com site.
As such, I have confirmed that the two wagers you made involving this particular event should have
been wins of $4.31 and $2.98. I have now posted these amounts into your PlayNow account.
I sincerely apologize for the inconvenience this has caused and thank you for reporting this issue to us.
Should you encounter any other issues while on PlayNow.com, please don't hesitate in letting us know.
With kindest regards,
Rob Stratford (on behalf of D. Cebryk)

5of7
belc
Web Information:
DateAime Opened: 09/08/2012 10:27:15 AM Date/Time Closed: 13/08/2012 3:21:11 PM
Contact Roles:
Name:
Title:
Role:
Account Location:
Email:
Phone:
Fax:
Mobile:
Description:
Activity History:
Subject: Email: RE: PlayNow Sports Betting [ ref:_00D80bj6y._500C0LF5Rl:ref ]

Task: 1
Due Date: 09/08/2012
Assigned To: Dwayne Cebryk
Comments:
Additional To:8-22
CC:
BCC:
Attachment:

Body:
Hi8-22
This message is to confirm your recent issue with Sports Betting is being reviewed. Upon completion of
the review I will contact you to follow up. At this time I do not have a time line of when the review will
be completed.
Thanks
4of7
bete
Concluded here
R.ALDERSON
Police Information:
Police File #:
GPE Information:
Exhibit: Location:
Subject: eSports Dispute
Description: Hello,
Player is disputing the validation of his esports bet.

Bet Receipt 0/0398753/0000243
0/0398753/0000244
Caller is advising that on the two bet receipts above he had bet on market over/under 1.5 Runs 1st
innings. In openbet we show that he has bet on market over/under 1.5 runs 4th innings.
CSR had player review his transaction and he is seeing market for 1st inning market while ours shows
4th inning market.
Please review all details of case.
Thank You
Danielle
Consumer Services
CSR could not find the results for this game on playnow.com. Could also not find any results for all
Baseball games with the markey of over/under 1.5 Runs 4th innings
3 of 7
bete
LINV Notes:
9 Aug 2012
Hi Dwayne, pis take a look at this one and maybe link with James Haverstock if there is an issue. Player
has provided Bet Receipts 0/0398753/0000243 and 0/0398753/0000244. Thx Ross
REPORTED:
Player reports dispute in Sports Bet
ACTION TAKEN BY BCLC SECURITY:
2012-08-09 Writer noted player's complaint. Review of the betting is being conducted. Writer
forwarded email to player andvising the matter is being investigated. Writer has sought the assistance
of Investigator Rob STRATFORD as writer is AOL for a couple days.
SUI
10-Aug-2012
- Investigation found that one leg of the wager the player placed (Total Runs in 1st Inning Over/Under
1.5) was displayed in two places on the PlayNow site. One where it should be, and again where the
Total Runs in 4th Inning Over/Under 1.5 should be. Player selected the one that was where the 4th
inning wager should have been. OpenBet therefore recorded the wager as a 4th inning selection.
- Issue was forwarded to J.Haverstock who reported that the issue has been resolved. Copy of
correspondence attached under related content.
- Investigator confirmed on PlayNow site that the wagers are being displayed as they should be.
- Investigator confirmed that the wagers would have won, had the system recorded the wager as player
intended. Winnings calculated would have been $4.31 for 0/0398753/0000243 and $2.94 for
0/0398753/0000244. Manual adjustments posted to player's account in OpenBet.
- Email sent to player advising him of the results of the investigation and informing him that a total of
$7.29 has been posted into his PlayNow account.
Case concluded.
-Rob Stratford, (on behalf of D.Cebryk)
- Ross, I've adjusted the LINV scoring, as it was requiring that a section 86 be submitted.
8 March 2013
On review of n/a outcome files this one should have been scored as Substantiated.
This was a display issue on site for this wager and that has been corrected. NO other players affected
2 of 7
bete
Case: 01220748
Case Information:
Case Owner: Dwayne Cebryk Priority: Medium
Status: Closed
Date/Time Assigned to Investigator: 09/08/201211:11:00 AM
Contact Name: s 22
Middle Name: Phone:
DOB: 8 22 Email:822
Account Name:8-22
s. 22

Agreement #:
Product: Pre-Event Betting Ticket Control #:
Book#:
LI N V Category: Accou nts
lof7
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this e-mail or any part of it in any way whatsoever. To do so is prohibited and may be unlawful. If you have
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notify the sender immediately and delete the email.
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Technical Lead
T: + 1 6 0 4 2 2 5 6 3 2 7 O p e n B e t
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W: www.openbet.com 566 Chiswick High Rd
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The content of e-mails as well as traffic data may be monitored by OpenBet for employment and security
purposes. To protect the environment please do not print this e-mail unless necessary.
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registered in England and Wales. Registered no. 6712030. VAT no. GB927523623
Debbie O'Donnell
Senior Programmer Analyst
Lottery Systems Group, BCLC
74 West Seymour Street, Kamloops, BC V2C1E2

T 250-852-5199
dodonnell@bclc.com
bclc.com
This email is intended only for the addressee. It may contain confidential or proprietary information that cannot be
disclosed without BCLC's permission. If you have received this email in error, please notify the sender immediately and
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Privileged, confidential and/or copyright information may be contained in this communication..This e-mail and
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Paddy Power PLC may monitor the content of e-mail sent and received for the purpose of ensuring compliance
Paddy Power pic, Power Tower, Blocks lr3 Belfield Office Park, Beech Hill Road, Clonskeagh, Dublin 4.
delete the email.
Can I leave this with you guys to try to reproduce and follow up? thanks
rach
From: Website
Sent: Thursday, August 02, 2012 1:12 PM
To: Rachel Desrosiers
Subject: FW: PlayNow Sports issue
Hi Rachel,
This was mistakenly sent to the BCLC.com email. Not sure where to direct it, but thought I would send It on to you.
Thanks,
Tara
From: Debbie O'Donnell

Sent: Thursday, August 02, 2012 11:55 AM
To: Website
Subject: PlayNow Sports issue
I was playing on PlayNow and I managed to get the UI to appear to be willing to accept a single event bet which I didn't
think I would be allowed to do:
To do this I selected two events that allowed me to bet and then I removed one from the betslip. The bet slip was still
allowing me to proceed. I didn't finish the transaction to find out if it would let me proceed but I expected to see the
"Please select another event to make a bet"
also got an error message when I tried to clear my betslip but I can't reproduce that
5
Cc: Greg Paolini
Subject: RE: PlayNow Sports issue
Hi Greg
s. 15(1)(l)
I can confirm that the markets you listed below are both i Can you please confirm that
customer can place single bets on these markes?
Thanks
From: James Haverstock rmailto:JHaverstock(DBCLC.conffl

Sent: 02 August 2012 21:22
To: B2B_RIsk_Operations
Cc: Greg Paolini
Subject: FW: PlayNow Sports Issue
Importance: High
Hi
We have some Olympic events that are inappropriately showing as singles (Mens Triple Jump and Shot Put) at a quick
glance. I will suspend these now until the reason is determined.
Thx
James
From: Rachel Desrosiers

To: James Haverstock; Greg Paolini
Cc: Simone Dive
Subject: FW: PlayNow Sports issue
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Cc: Greg Paolini; Cameron Adams
Subject: FW: FW: PlayNow Sports issue
Ross
We have just discovered that we have incorrectly taken 9 bets as Singles that shouldn't have been offered as such. The
bets are all Olympic Athletic events. The bets are listed below- and you can see that one of the Players has staked 2
different bets of $600-the rest are relatively low stake. Our recommendation would be to have Consumer Services
contact these Players and cancel/refund these bets. We are attempting to get Sean from Paddy Power on the phone
now for a quick discussion. Let me know how you would like us to proceed.
thx
, [ j j w r a ^ j j l 5 I , . y u p ) i c i r.
SOCLES MULW-28.'! MAHuAL
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From: Karim Rashad rmailto:karim.rashad@openbet.com1

Cc: Heffeman, Sean'; Greg Paolini; Tim Toomey
Subject: Re: FW: PlayNow Sports issue
Hi guys,
s. 15(1)(l)
The reason this happened is that (have a look at the audit
history, for the Shot Put selections this update was made at 07:57:56 on Aug 1st).
The changes we'd made tos'
Should we get an emergency patch together to disregard any acc_min values sent through on selection updates
. as well, to avoid this in the future?
Thanks,
Karim
On 2 August 2012 15:10, James Haverstock <JHaverstock@bclo.com> wrote:

S e n t : T h u r s d a y, A u g u s t 0 2 , 2 0 1 2 4 : 4 5 P M
To : R o s s A l d e r s o n ; S a n d r a A r t h u r s
Cc: Greg Paolini; Cameron Adams; Diana McDell; Rhonda Garvey; Rob Stratford;
'Sevastopulo, Colm'; Winrow-Jones, Thomas; "Heffernan, Sean'; Richard Fenster; Noah
Turner; Diana McDell; Karim Rashad (karim.rashad@openbet.com)
Subject: RE: FW: PlayNow Sports issue
Ross,
Our recommendation ts to immediately VOID and refund these 9 bets -along with a call to these Players from Consumer
Services. We would also recommend CS offering these Players the ability to manually settle these bets at the odds of
their original bet (if they desire to make this bet again and the price has since shortened). Consumer Services would
need to instruct Players to call us back to let us know that they have made the bet again with a parlay and if the odds
had since changed out of their favour. We will then need to coordinate the manual settlement with Paddy Power (if
necessary).
Consumer Services also has the discretion to offer compensation in the form of a Freebet if they feel it's necessary to
. satisfy any of the Players affected.
For messaging, we would recommend the key points:

Your bet was incorrectly offered as a single. The bet you placed must be offered as a parlay (due to the Criminal
code of Canada) and therefore has been made VOID and your bet is refunded.
You may place a wager again on those bets and then pa rlay with another event. (This actually may not be
possible until tomorrow morning until we can confirm thats-15C)(')
Currently these events in question are suspended on PlayNow.com)
Please confirm if you are in agreement of the above.
Karim is currently running a report to confirm this is isolated to these 9 bets on Olympic Men's Athletics Events (Shot Put
and Triple Jump events) and should have that shortly.
Thanks
James
James Haverstrick
Product Specialist, Sports
PlayNow.com
BCLC, 2940 Virtual Way, Vancouver, B.C. V5M 0A6

T 604 225 6482 C 604 880 8594 F 604 225 6424
Connect with us:

Facebook | Twitter (5).PlavNowCasino [ Twittert%PlavNowPoker | Youtube | PlavNow.com
Last year, more than $1 billion generated by BCLC gambling activities went back into health care, education and community groups
across B.C.

To: Ross Alderson
This email is intended only for the addressee. It may contain confidential or proprietary information
that cannot be disclosed without BCLC's permission. If you have received this email in error, please
notify the sender immediately and delete the email.
Karim Rashad
Technical Lead
T: +1 604 225 6327 OpenBet

E: karim.rashad(g>.openbet.com Chiswick Park Building 9
W: www.openbet.com 566 Chiswick High Rd
London
W4 5XT
This message is confidential and intended only for the addressee. If yon have received this message in error,
please immediately notify the postmaster@openbet.com and delete it from your system as well as any copies.
The content of e-mails as well as traffic data may be monitored by OpenBet for employment and security
purposes. To protect the environment please do not print this e-mail unless necessary.
OpenBet North America Coiporation, a wholly-owned subsidiary of OpenBet Technologies Limited. Registered
Office: Chiswick Park Building 9,566 Chiswick High Road, London, W4 5XT, United Kingdom. A company
registered in England and Wales. Registered no. 6712030. VAT no. GB927523623
dodonnell@bclc.com
bclc.com
This email is intended only for the addressee, it may contain confidential or proprietary information that cannot be
delete the email.
any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom
this e-mail or any part of it in any way whatsoever. To do so is proliibited and may be unlawful. If you have
delete the email.
any files fransmitted with it aie confidential and intended solely for the use of the individual or entity to whom
please notify the sender immediately. .
HI Rachel,
This was mistakenly sent to the BCLC.com email. Not sure where to direct it, but thought I would send it on to you.
Thanks,
Tara
From: Debbie O'Donnell

Sent: Thursday, August 02, 2012 11:55 AM
To: Website
Subject: PlayNow Sports issue
1 was playing on PlayNow and I managed to get the UI to appear to be willing to accept a single event bet which I didn't
think I would be allowed to do:
To do this I selected two events that allowed me to bet and then I removed one from the betslip. The bet slip was still
allowing me to proceed. I didn't finish the transaction to find out if it would let me proceed but I expected to see the
"Please select another event to make a bet"
also got an error message when I tried to clear my betslip but I can't reproduce that.
Debbie O'Donnell
Senior Programmer Analyst
Lottery Systems Group, BCLC
74 West Seymour Street, Kamloops, BCV2C1E2

T 250-852-5199
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Cc: Greg Paolini; Winrow-Jones, Thomas
Hi James
1 am not sure how this could happen. I will continue to investigate form our end
Sean
From: James Haverstock rmailto:-Haverstock@BCLC.com1

Sent: 02 August 2012 21:38
To: Heffernan, Sean; B2B_Risk_0perations
Cc: Greg Paolini
Although now suspended, here is a screenshot showing the single stake box
From: Heffernan, Sean [mailto:Sean.Heffernan@paddypower.coml

To: James Haverstock; B2B_Risk_Operations
Cc: Greg Paolini
Hi Greg
I can confirm that the markets you listed below are both set tos' ( }<} Can you please confirm that
customer can place single bets on these markes?
Thanks
I .rcn u uot VUpiKKfll
S I N G L E S j ] M U LT I P L E S ; { M A i f o A t
MiHihi';i'n &b_ fur I'j-j* I JO t of] (Dhf0l4yln'<j9*f9j
s.22 0/0:134736/00000.05 s.22 XQI2-Q3-0.2|3t57j42.: SGI 1-00 3.00
D/OPiMiM/iHXKloM 7.CU2-08-02 IO;-S2tOO SOL 1.00 2,00

o,$
20l2^)8'0J 23r3-Ji27. S<5t 1.60 .3.03 0.00
D/OJ13 J fJ.'itoofliOtt 2012-qa-OJ 20:58:38 SGI, J.OQ 300,QO 0-OQ
ibi'pis-ftiio-ri-j-.io- SQL j.oo 600,00 oio

20J2-03-01 I0:2MG SQL 3.00 10.00 0.00
! l/oiM inr, Vii[.' ijng i ?P2-0.3-0J IS^WS 'giSt j.oo' 20,00 oM
D/C0itO42/MM00l 2012'08-ai KtSftOS* 301. 1.00 t.OO 0,00
b/O3SOl/e0iil)024 20i2'03-01 l'0lS5l'.t0' SOL :.oo 25.00 0.00
From: Karim Rashad Fmailto:karim,rashad(5)openbet.coml

Cc: Heffernan, Sean; Greg Paolini; Tim Toomey
Subject: Re: FW: PlayNow Sports issue
Hi guys,
T h e r e a s o n t h i s h a,S.p p15(1)(l)
ened is that" (haves a look at the audit
history, for the Shot Put selections this update was made at 07:57:56 on Aug 1st).
The changes we'd made tos- 15(1)C)
Should we get an emergency patch together to disregard anys- 15C1XD

as well, to avoid this in the future?
Thanks,
Karim
On 2 August 2012 15:10, James Haverstock <JHaverstock@bclc.com> wrote:
Karim - FYI - we have had a couple of events that are showing as Singles that shouldn't be. They are now suspended but
Sean is investigating at his end.
Thx
James
From: Heffernan, Sean rmailto:Sean.Heffernan(5)paddvpower.com]

To: James Haverstock; B2B_Risk_Operations
4
Consumer Services also has the discretion to offer compensation in the form of a Freebet if they feel it's necessary to
satisfy any of the Players affected.
For messaging, we would recommend the key points:

Your bet was incorrectly offered as a single. The bet you placed must be offered as a parlay (due to the Criminal
code of Canada) and therefore has been made VOID and your bet \s refunded.
You may place a wager again on those bets and then parlay with another event. (This actually may not be
possible until tomorrow morning until we can confirm thats- 15(1)C)
Currently these events in question are suspended on PlayNow.com)
Please confirm if you are in agreement of the above.
Karim is currently running a report to confirm this is isolated to these 9 bets on Olympic Men's Athletics Events (Shot Put
and Triple Jump events) and should have that shortly.
Thanks
James
James Haverstock
Product Specialist, Sports
PlayNow.com
BCLC, 2940 Virtual Way, Vancouver, B.C. V5M 0A6
T 604 225 6482 C 604 880 8594 F 604 225 6424
Connect with us:

Facebook | Twitter (S).PlayNowCasino | TwitterffiPlavNowPoker | Youtube | PlayNow.com
Last year, more than $ 1 billion generated by BCLC gambling activities went back into health care, education and community groups
across B.C.

To: Ross Alderson
Cc: Greg Paolini; Cameron Adams
Subject: FW: FW: PlayNow Sports issue
Ross
We have just discovered that we have incorrectly taken 9 bets as Singles that shouldn't have been offered as such. The
bets are all Olympic Athletic events. The bets are listed below - and you can see that one of the Players has staked 2
different bets of $600 - the rest are relatively low stake. Our recommendation would be to have Consumer Services
contact these Players and cancel/refund these bets. We are attempting to get Sean from Paddy Power on the phone
now for a quick discussion. Let me know how you would like us to proceed.
thx
Hi James, as per our discussion.
These bets need to be voided for sure, and funds returned to players. Diana and Sandra, can your team do that tonight
asap as I am told the events are for tomorrow.
The players definitely need to be contacted as well and I am satisfied with the messaging as you have below.
I am not overly concerned if the player is not be able to make a parlay bet later using the same event as we can look at
compensation later. The main priority is getting this resolved and prevent any further single bets.
Once the reports are run I would appreciate from eBusiness tomorrow a definitive summary on how this was able to
happen, how many players were affected, how many bets have taken place and what we have done now to prevent any
further bets. I am aware that these bets have been suspended. I will need this to provide a report to GPEB
As well I have discussed with Rhonda G that a report needs to be run to confirm that we haven't accepted any single
bets previously, as rest assured GPEB will request this information.
If we have taken any single bets on completed events, can I please be notified immediately.
Thanks all
Ross Alderson
Acting Manager Lottery Security/eGaming

BCLC, 2940 Virtual Way, Vancouver, BC, V5M 0A6
T 604 225 6382 C 604 828 2293 F 604 225 6488
Connect with us:

Twitter @BCLC | Twitter @BCLCGameSense j YouTube | Blog | bcfc.com
Last year, more than $1 billion generated by BCLC gambling activities went back Into health care, education and
community groups across B.C.
ralderson(S)bclc.com

To: Ross Alderson; Sandra Arthurs
Cc: Greg Paolini; Cameron Adams; Diana McDell; Rhonda Garvey; Rob Stratford; 'Sevastopulo, Colm'; Winrow-Jones,
Thomas; 'Heffernan, Sean'; Richard Fenster; Noah Turner; Diana McDell; Karim Rashad (karim.rashad@openbet.com)
Ross,
Our recommendation is to immediately VOID and refund these 9 bets - along with a call to these Players from Consumer
Services. We would also recommend CS offering these Players the ability to manually settle these bets at the odds of
their original bet (if they desire to make this bet again and the price has since shortened). Consumer Services would
need to instruct Players to call us back to let us know that they have made the bet again with a parlay and if the odds
had since changed out of their favour. We will then need to coordinate the manual settlement with Paddy Power (if
necessary).
From: Sandra Arthurs
S e n t : T h u r s d a y, A u g u s t 0 2 , 2 0 1 2 5 : 5 1 P M
To : R o s s A l d e r s o n ; J a m e s H a v e r s t o c k
Cc: Greg Paolini; Cameron Adams; Diana McDell; Rhonda Garvey; Rob Stratford;
'Sevastopulo, Colm"; Winrow-Jones, Thomas; 'Heffernan, Sean'; Richard Fenster; Noah
Turner; Diana McDell; Karim Rashad (karim.rashad@openbet.com); Terry Towns; Caria
Oien; Pam Mudhar; Sandra Arthurs
Hi Ross,
Our senior CSR Caria and I have been in touch with James and we are in process of voiding these bets. As soon as this is
done, Caria will contact the players to advise as per the messaging below. The two events in question run tomorrow at
10:00am UK time. We have also checked the website and can confirm that Triple Jump and Shot Put are no longer
showing as available.
Caria will update this email once the all bets are voided and players contacted.
Thanks,
Sandra
Sandra Arthurs
Team Lead, Consumer Services

Customer Support Centre
Strategy, Transformation and Social Responsibility
BC Lottery Corporation
74 tfvest Seymour Street
Kamloops,B.C.V2C1E2
T 250 852 5126 C 250 320 8361
sarthurs@bclc.com
Connect with us:

Twitter(5).BCLC| Twitter(S>BCLCGameSens_ | YouTiihft | Ring| hdrrnm
Last year, more than $1 billion generated by BCLC gambling activities went back into health care, education and
bclc.com
From: Ross Alderson

To: James Haverstock; Sandra Arthurs
Cc: Greg Paolini; Cameron Adams; Diana McDell; Rhonda Garvey; Rob Stratford; 'Sevastopulo, Colm'; Winrow-Jones
Thomas; 'Heffernan, Sean'; Richard Fenster; Noah Turner; Diana McDell; Karim Rashad (karim.rashad@openbet.comV
Te r r y To w n s '
Subject: RE: FW: PlayNow Sports Issue
Steve Lefler, CPP
Director/Deputy Registrar
Certification and Game Integrity
Gaming Policy and Enforcement Branch
P.O. Box 9202 Stn Prov Govt,
Victoria, B.C. V8W9J1.
Dear Mr. Lefler;
On Thursday 2nd August, Paddy Power trading staff were made aware of an issue whereby Singles
betting was offered on certain sports markets on www.Dlavnow.coni where it should not have been
authorized. The issue arose because s- 15(1K')
to the BCLC Openbet database and these updates caused single bets to be available on the
website.
A solution involving a change to a database stored procedure has been implemented on the Openbet
system which prevents s- 15(1W) . This
solution has been tested and I am satisfied that it removes this risk of Singles betting being offered on
www.plavnow.com. As an additional mitigation measure, Paddy Power traders have 24/7 real-time
visibility on all sports bets being placed on the website and can filter to see single bets. In the
extremely unlikely event that another unauthorized single bet is placed they can react immediately
and alert the relevant BCLC teams to the issue.
Further information on the issue can be provided if required.
Yours truly,
Colm Sevastopulo
Head of B2B Operations at Paddy Power
cc: Terry Towns, Vice President, Corporate Security & Compliance BCLC
Rhonda Garvey, Vice President, eGaming BCLC
bele PlayNow Environment Change
Section 75(2) Independent Disclosure Report (IDR)
Visibility Since this issue has already been corrected, it can no

(should be MOD or Low Justification longer be made visible to GPEB; therefore, a visibility
LOW) (by description) classification of Low has been applied.
Impact This issue has software integrity implications;

Impact
(should be III) Justification therefore, an impact classification of III has been
(by description) applied.
Compliance
Assurance
Cat-3
Category
(Should be Cat-3)
Cause: PaddyPower has determined the root cause of this issue, and is currently building
(full description) updated systems and controls over the content of thes-15(1) feed.
To serve as failsafe control, Openbet implemented a software patch (i.e.: a Cat 3 Red
Change) at roughly 20:00 on 02/08/2012 in order to prevent the s15(1) feed from
updating selections on PlayNow relating to events / markets that should not be offered
for single wager betting.
Finally, in addition to the script already running on PlayNow which validates that overall
events / markets offered for betting are allowable, Openbet has developed a new script
Resolution: that conducts a validation of the actual player bets for the same criteria. This new
(full description) script, which will be capable of 1) identifying recurrences of this issue, and 2)
automatically notifying key BCLC resources accordingly, is being QA tested by BCLC,
and is expected to be ready for launch imminently.
Technical Systems Testing (TST) / Gaming Laboratories International (GLI) will be

engaged to complete a compliance evaluation of these PlayNow fixes as soon as
possible, and provide the results to BCLC and the Gaming Policy and Enforcement
Branch (GPEB) for review and consideration.
Follow Up:
(full description, if None.
applicable)
Additional
Comments:
(if required)
GPEB
Submitted By: Mr. Ross Position: Acting Manager
Lottery Security Registration 167099
(full name) Alderson (full title) Number
& eGaming
(numeric code)
Contact Information: Email Address: ralderson@bclc.com

(please contact the above BCLC Security staff with any
questions or comments regarding this IDR) Telephone Number: +1 (604) 225-6382
Refer to the PlayNow Environment Change Reporting System document for guidance on this form
Section 75(2) Independent Disclosure Report (IDR)
Pursuant to the PlayNow Environment Change Reporting System, and in keeping with Bill 6- 2002- Gaming Control Act,
Part 8 Registration of Gaming Services Providers and Workers, Division 4 - Technical Integrity - Certification and
Compliance, Section 75 Technical Integrity Standards, Paragraph 2, this document (Document Number: 02) constitutes
disclosure of a Cat 3 Red Change to the PlayNow control environment, where the change was deemed to be an emergency fix or
urgent fix.
* TO BE SUBMITTED WITHOUT DELAY BY BCLC SECURITY TO THE GAMING

POLICY AND ENFORCEMENT BRANCH ATs 15(1)(I)
Independent Disclosure Emergency Urgent

(change recently performed) (imminent / upcoming change)
Report (IDR) Type:
(check only one that applies) 0
08/07/2012 Time of
07/08/2012 Occurrence: and Occurrence: Various
(dd/mm/yyyy) 02/08/2010 (24-hour format)
Source
OpenBet Platform Application: eSports
(title or description)
Occurrence: Customer
IDR-2012-013 (check all that Malfunction Procedural Complaint
0
It was determined through internal BCLC observation that wagers on certain single sporting
events / markets were being offered by the eSports system. Through subsequent investigations
conducted by BCLC, Openbet and PaddyPower, the scope and impact of the issue was
confirmed:
On 08/07/2012, a total of 9 such wagers were placed, and later settled,
On 02/08/2012, 16 such wagers were placed, and later settled, and
On 02/08/2012, 9 such wagers were placed, but were promptly cancelled by BCLC
upon initial identification of the issue.
As detailed in other communications to GPEB, BCLC has implemented plans to address each
case appropriately, with all due care and attention to player fairness and regulatory
requirements.
Going forward, in order to prevent a similar recurrence of this issue, PaddyPower is currently
building updated systems and controls over the content of the s. 15(1)(I)
feed, which are expected to be implemented shortly. PaddyPower will also
implement 24/7 manual monitoring of the s- feed content.
In the meantime, and to serve as failsafe control, Openbet implemented a software patch (i.e.: a
Car 3 Red Change) at roughly 20:00 on 02/08/2012 in order to prevent the s. 15(1) feed from
updating selections on PlayNow relating to events / markets that should not be offered for single
wager betting.
Finally, in addition to the script already running on PlayNow which validates that overall events /
markets offered for betting are allowable, Openbet has developed a new script that conducts a
validation of the actual player bets for the same criteria. This new script, which will be capable of
1) identifying recurrences of this issue, and 2) automatically notifying key BCLC resources
accordingly, is being QA tested by BCLC, and is expected to be ready for launch imminently.
s.22
Please advise the player of the following message:
Your bet was offered as a single. The bet you placed must be offered as a parlay (due to
the Criminal code of Canada] and therefore has been made VOID and your bet is
refunded.
BCLC's technical team has investigated and regret any inconvenience this may have
caused you and thank you for your patience.
If the player questions the integrity of PlayNow please send a non-player email the TL'S, James
Haverstock, Corporate Communications, All-ELG-QA and dispatch to Security.
Any questions please see your Team Leader's.
Thanks,
Caria Oien
Customer Support Representative
Consumer Services
Strategy, Transformation and Social Responsibility, BCLC
T 250 828 5532 ext 5532 F 250 828 5646
coien@bclc.com
Connect with us:

Twitter @BCLC| Twitter @BCLCGameSense | YouTube | Blog | bclc.com
This email is intended only for the addressee. It may contain confidential or proprietary information that
cannot be disclosed without BCLC's permission. If you have received this email in error, please notify
the sender immediately and delete the email.
From: Caria Qien
To: Greo Paolini: Diana McDell: James Haverstock: Ross Alderson
Cc: Cameron Adams; Rhonda Garvey; Rob Stratford: "Sevastopulo. Colm": Winrow-Jones. Thomas: "Heffernan.
Sean"; Noah Tgmen Piana tycpell; Karim Rashad (karim.rashadt-openbet.conri: Terrv Towns: Pam Mudhar:
Sandra Arthurs; Richard Ppnq|e; Tim Toomev ftfm.toomeviaopenbet.comV B2B Risk Operations
fB2B Risk Qperations(5)paddvpower.corTrt: Karim Rashad
Subject: FW: Single bets on PlayNow
Date: Thursday, August 02, 2012 9:52:44 PM
Importance: High
Hello,
Players wagers have been voided, and players contacted and an email has been forwarded to the
Consumer Services team (see below).
Thanks,
Caria Oien
Customer Support Representative
Consumer Services
Strategy, Transformation and Social Responsibility, BCLC
T 250 828 5532 ext 5532 F 250 828 5646
coien@bclc.com
Connect with us:

Twitter (S)BCLCI Twitter <S)BCLCGameSense | YouTube | Bloq | bclc.com
From: Caria Oien

Sent: August 2, 2012 9:08 PM
To: ALL- Consumer Services
Subject: Single bets on PlayNow
Importance: High
Hello Everyone,
It was brought to our attention that 9 wagers were bet as singles, there were 9 separate bets
effecting 8 players the bets have been voided and the players have been called.
w ID #'s:
s.22
Regular basis and PP have added 24/7 manual monitoring.
I am happy to discuss if you wish to have a conference call for further explanation.
Terry
From: Rhonda Garvey

Sent: August 3, 2012 7:51 AM
To: Terry Towns; Susan Dolinski; Constance Ladell
Cc: Cameron Adams; Ross Alderson
Subject: Issue
Attached is a detailed overview of the situation and is draft and should not be circulated beyond this
team at this point in time.
Rhonda Garvey
VP, eGaming
BCLC, 2940 Virtual Way, Vancouver B.C. V5M 0A6
T 604 228-3077 C 778 995-9944
Connect with us:

Twitter OPIavNowCasino | Twitter PlayNowPoker | Youtube | Flickr | bclCCOm
Last year, more than $1 billion generated by BCLC gambling activities went back into health care,
education and community groups across B.C.
From: Te n v To w n s
To : Ross Alderson
Subject: FW: Issue
Date: Friday, August 03, 2012 10:57:18 AM
FYI
From: Michael Graydon

To: Terry Towns; Rhonda Garvey; Constance Ladell; Susan Dolinski
Subject: RE: Issue
Just talked to Doug Scott about this and he is not fussed at all. Pleased we reacted so effectively.
We had some discussions about paying the players and I agree with him we need to repay the bets
on all placed and do it as a credit ect. There is a good added value message that we can craft.
From: Terry Towns

Sent: Friday, August 03, 2012 10:48 AM
To: Rhonda Garvey; Michael Graydon; Constance Ladell; Susan Dolinski
Subject: FW: Issue
FYI
Terry
From: Nicholson, David MEM:EXrmailto:David.Nicholson@gov.bc.ca]

To: Terry Towns; Lefler, Stephen C MEM:EX; Merchant, Ron J MEM:EX
Subject: RE: Issue
Thanks Terry,
Let us know if you if you get further information or need something from us.
Dave
From: Terry Towns rmailto:TTOWNS(5)BCLC.com]

Sent: Friday, August 3, 2012 8:59 AM
To: Lefler, Stephen C MEM:EX; Merchant, Ron J MEM:EX; Nicholson, David MEM:EX
Subject: FW: Issue
Dave/ Steve/Ron
Please find a fact sheet which outlines the issue with Play Now Sports betting and accepting single
bets. The first date that these bets were accepted were August 2 for nine bets which were cancelled
before the event and players refunded their wager. In reviewing the database a further date was
discovered on July 7 in which 25 bets were accepted and settled for 13 players for a total wager of
$268.00.s14 Paddy Power has
installed a solution as well as Open Bet to prevent this from reoccurring. In addition scripts will be
run on a
F r o m : Te r r v To w n s
To: Lefler. Stephen C MEM:EX: Merchant. Ron 1 HSD:FX rRon.Merchant(5)oov.bc.caV PaVi^Ni_10lSQn@qQV,bC,Cfl
Subject: FW: Issue
Date: Friday, August 03, 2012 8:58:59 AM
Attachments: Copy of Bookl.xlsx
Facts.docx
Dave/ Steve/Ron
Please find a fact sheet which outlines the issue with Play Now Sports betting and accepting single
bets. The first date that these bets were accepted were August 2 for nine bets which were cancelled
before the event and players refunded their wager. In reviewing the database a further date was
discovered on July 7 in which 25 bets were accepted and settled for 13 players for a total wager of
$268.00.s 14 . Paddy Power has
installed a solution as well as Open Bet to prevent this from reoccurring. In addition scripts will be
run on a
Regular basis and PP have added 24/7 manual monitoring.
I am happy to discuss if you wish to have a conference call for further explanation.
Terry
From: Rhonda Garvey

To: Terry Towns; Susan Dolinski; Constance Ladell
Cc: Cameron Adams; Ross Alderson
Subject: Issue
Attached is a detailed overview of the situation and is draft and should not be circulated beyond this
team at this point in time.
Rhonda Garvey
VP, eGaming
BCLC, 2940 Virtual Way, Vancouver B.C. V5M 0A6
T 604 228-3077 C 778 995-9944
Connect with us:

Twitter (SPIayNQWCasinp | Twitter(5>PlavNowPoker I Youtube | Flickr I bclc.com
'ijSnojiri Su;o3 bib sa|_uis ou \eu,\ jojiuouj o\ \dt\s\ auo Aq Aep
eqi inoqSnojqj sum A|iu_jjna ieqi }duos e puapra ||im jaquado '||aM sv 'UjeSe jnooo iou saop sjqj }eqi
ajnsua \\\n\ *eq}. sâq ||e jo jo;iuolu |enueai ifyz seq ja/v\o_ Appe<j 'qojed uojjbSjiiui aq; siqi oj uorjippe u|
25 Settled Single Event Bets:
There were 13 unique players impacted

Total wagered amount $268 of which $80 freebets and $188 cash
Total payout $149.35 with one person winning $126.25
To-date as of August 2 we have taken s- 17(1)(b)(c)
The sports and markets impacted are:
o 13 Golf-Leader Rd.1
o 9 Snooker - Match Bet
o 2 Baseball - Match Bet BIR
o 1 Baseball - 2-Way Handicap
These sports/markets have been suspended.
Root Cause:
Paddy Power has identified the root cause.
The majority of sports that we offer are s- 1{5(1)(l)
Mitigation Plan
Openbet Solution deployed on August 2 has been reviewed and tested to confirm that this mitigates the
single event issue. Paddy Power has tested s- 15C)(l)
against the Openbet patch that was deployed and everything is working as
expected -s. 15(1)(I)
Paddy Power has confirmed that this closes off the loophole and that this risk of offering Singles has
been removed.
Facts:
On Thursday, August 2 at approx.. 3:00 pm an internal person identified that a single event wager
on Olympic Shotput was possible
Upon further investigation it was found that there were nine single event bets on Olympic
Athletics that had been made but not settled (8 bets on shotput and 1 bet on triple jump) on
August 2
A query of the entire database was run and it was found that since launch of sports on July 5 a
total of 34 single events had been offered (this 34 includes the nine identified on August 2)
25 single events had been made and settled.
Detailed spreadsheet attached with all 34 bets included. The 25 settled single events occurred on
July 7 and the nine unsettled events all occurred on August 2.
Actions:
Nine Unsettled Single Event Bets:
- The nine unsettled bets on August 2 have been cancelled/voided and the call center have
contacted the players to refund players their money.
- The 9 unsettled single bets affecting 8 players the bets have been voided and the players have
been called.
PlayNow ID #'s:
s.22
- The Olympic athletic events impacted have been suspended and continue to be suspended.
- A mitigation patch has been installed by 9:30 pm to further reinforce the net to prevent any single
events from getting through.
0)
25 Bets settled
9 Bets voided
PTavereallected 34
name bet_id PlayNow Cusi Player name Amount
" N settled receipt
|Mehs Shot Put| 28521 070384401/0000024
|Mens Shot Putj 28631 N O/0011042/0000001
JMens Shot Putj 28788 N O/0043063/0000001
| M e n s S h o t P u t j 2 9 0 11 N O/0389302/0000001
JMens Shot Putj 29128 N O/0215143/0000207
JMens Triple JUmpI 29131 N O/0215143/0000208
|MensShotPut| 29358 N O/0374110/0000002
s.22 10.00Y O/0341836/0000235
|Match Betting-BIR| 29671
JLeader After Round 11 29680 10.00 Y O/0028845/0000111
(Leader After Round 11 29683 10.00Y O/0028845/0000112
i l M e n s ^ S h p t P u t fi 2 9 7 0 0 N 0/0022238/0000003
s. 22 3.00 Y O/0028845/0000113
JLeader After Round 11 29714
JLeader After Round 1j 29722 3.00 Y O/0028845/0000114
JLeader After Round 1 j 29733 3.00 Y O/0028845/0000115
IMatch Betting - BIR| 29736 5.00 Y O/0147571/0000078
| 2 Wa y H a n d i c a p | 2 9 7 5 4 100.00 Y O/0062368/0000004
jMejra;ShotMj 29809 N O/03l4736l_000C)05
s. 22 5.00 Y O/0028845/0000133
JLeader After Round 11 298119
ISnooker Match Betting| 4374 10.00Y O/0395964/0000001
jsnooker Match Betting! 4383 10.00Y O/0066137/0000001
ISnooker Match Bettingj 4384 10.00Y O/0176834/0000001
(Snooker Match Bettingj 4393 10.00Y O/0084846/0000001
jsnooker Match Bettingj 4429 10.00Y O/0011412/0000001
jsnooker Match Bettingj 4441 10.00Y O/0097279/0000001
jsnooker Match Bettingj 4454 3.00 Y O/0390275/0000004
ITotal settlecTbets made" 268.001
bclc
Task: 1
Due Date: 08/08/2012
Assigned To: Cameron Dodson
Comments:
Additional To: s15(1)0
CC:
BCC:
Attachment: Final Case Report - 01215576.pdf
Subject: BCLC Sec 86 Closed Case Notification - BCLC Case#01215576

Body:
Investigation Division
British Columbia Lottery Corporation
SECTION 86 G C ACT REPORT
The attached document is a closed BCLC case.
Case #01215576
NOTE: See Attached Doc for full details
Related Content:
Last Modified:
4 of 4
belc
Exhibit: Location:
Subject: PlayNow.Com - Single Bet Issue
Description:
Web Information:
Contact Roles:
Name:
Title:
Role:
Account Location:
Email:
Phone:
Fax:
Mobile:
Description:
Activity History:
Subject: GPE Closed Notified

Task: 1
Due Date: 08/08/2012
Assigned To: Gina Kumpic-Coltellaro
Comments:
The Final Closed Notification has been sent to GPE.
Subject: Email: BCLC Sec 86 Closed Case Notification - BCLC Case#01215576

3 of 4
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offering same and OpenBet software not picking up on it. 9 bets were found that had been made but
event was still to be run on August 3rd. Those bets were cancelled. Requested eBusiness run report to
confirm no bets had been settled. Updated VP T. Towns
Aug 3 2012
Received confirmation that 25 bets totalling $268 had been made and settled. 13 different players
affected. T.Towns notified and GPEB notified immediately by same by Towns verbally, Also by email with
a list of players affected and summary of issue. Players compensated for cost of ticket as per
GPEB request. Writer contacted players and advised.
Completed Aug 7 IDR sent. All relevant info in attached related content
From: Noah Turner Imailto:NTurner@BCLC.com1

Sent: Tuesday, August 7, 2012 10:44 AM
To: Lefler, Stephen C MEM:EX; Nicholson, David MEM:EX
Cc: Rhonda Garvey; Richard Fenster; Cameron Adams; XTTowns, Terry CASe:IN; Bryon Hodgkin; Ross Alderson
Subject: IDR for eSports Issue
Steve & Dave,

Please find attached the IDR for the PlayNow changes to address the recent eSports issue. We'll reach out to TST/
GLI for compliance testing as appropriate.
As always, please feel free to let us know if you have any questions or comments.
Thanx.
NT.
Thanks Noah,
Dave
R.AIderson
Police Information:
Police File #:
GPE Information:
S e c t i o n 8 6 S t a t u s : G P E B N o t i fi e d G P E R e g i o n :
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Case: 01215576
Case Information:
Case Owner: Ross Alderson Priority: High
Case Number: 01215576 Case Origin: Admin
Parent Case:
Status: Closed
Date/Time Assigned to Investigator: 03/08/2012 2:13:00 PM
Contact Name:
Account Name: BCLC E-LOTTERY AGREEMENT
74 WEST SEYMOUR STREET
ON BCLC.COM, BC, V2C 1E2

Agreement #:
Product: Ticket Control #:
Book #:
LINV Category: Accounts
LINV Notes:
Aug 2 2012
Security notified of potential issue with a number of Single bets made on eSports due to Paddy power
lof4
Selection Details
..., ;_:: ::m:m., r.:.:
iDiving] IV/uMinxia (CHN)| (place 1) 4/7
(Women's Olympics| 2012
|V/omens 3m Springboard]
2012-08-05 11:00:00
| V/omens 3m springboard |
Weight! ifting iNatalya Zabolotnaya (PQL)| L (place 10) 10/11 Y
IWomens Olympics 2012|
11 V/omens 75 KG|
2012-08-03 04:30:00
IWomens 75 KGI
| Fractional . | Update Odds Display
Bet Details
Username s.22
Affiliate ID
Bet Type DBL
Leg Type W
Source
Number of lines
Date placed (in OpenBet) 2012-08-03 05:33:51
Rep code
Cn-Course Type
Currency CAD
Stake 200.00
Stake per line 200.00
Token Value 0.00
Receipt O/0344S35/0000219
Max Payout 70000
IP address s.22
Overrides none
Payment Status Interna! Funds Used
Settled at 2012-08-03 03:54:48

Settled by AutoSettier (by settler)
Comment
Urisettle=
:-.:
'
Weightfiffing - Women's 75Kg
AUGUST 3-Finat
# Q__ KAZ Svetlana Podcbedova

. # - -sa rus; '- Natalia Zabolotnaia.
# US BLR Iryna Kulssha
4. S_.;esp .Qdia Valentin
5 _Z EGY Abir Abdelrahman
B^.-CWR'-- Nzesso. Madias-

7 a POL Ewa Mizdal
S _3 BRA: Jaqueline Perreirs
9. __i CHI Maria Valdes
10 : ' KOR';/? :.LimJi-Hye
11 ZZ SYR Thcraia Sobh
__& C'.uae:'" Khadija Mohammad
BD RUS Nadezda Evstyukhina
bclc
As requested, I have posted $200 into your PlayNow account as reimbursement for the wager you
would not have made had the error not been made when the event was listed.
We promise to do our best to ensure the information posted on our site is as accurate as possible, but
we also ask that you kindly read through the wager details carefully in order to avoid these kinds of
errors in the future.
I sincerely apologize for the inconvenience this error has caused.
Best regards,
Rob Stratford
T 604-225-6383 / F 604-225-6488
rstratford@bclc.com
www.bclc.com
ref:_00D80bj6y._500C0LEIIr:ref
Related Content:
Last Modified:
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Name:
Title:
Role:
Account Location:
Email:
Phone:
Fax:
Mobile:
Description:
Activity History:

Task: 1
Due Date: 03/08/2012
Assigned To: Tiana Davies
Comments:
Subject: Email: BCLC PlayNow - Sports Listing Discrepancy [ ref:_00D80bj6y._500C0LEIIr:ref ]

Task: 1
Due Date: 08/08/2012
Comments:
Additional To:s-22
CC:
Attachment:
Subject: BCLC PlayNow - Sports Listing Discrepancy [ ref:_00D80bj6y._500C0LEIIr:ref ]

Body:
His.22
Thank you for bringing this discrepancy to our attention. (Natalia Zabolotynaya listed as representing
Poland, when she was representing Russia.)
4 of 5
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Subject: eSports - dispute
Description: *Hello Security - can you please review players dispute, player advised at the time of his
bet there was mis-information on the website playnow.com and he is looking for to be reimbursed.*
Player advised that he wants one of his bets escalated as there was a "glitch" on playnow.com's side.
Player advised that he had made a wager for $200 at 5:33 am where based on the information on the
website which was "incorrect" player advised that he wanted to bet on the polish team/weightlifter
based on the info, on the site beside the name it had (POL) but when player reviewed the player was
actually for Russia.
Player advised he did not pay attention to the names just the letters for the country and he wanted to
bet on Poland, but got the player for Russia.
Player advised the player Natalya Zabolotnaya is for Russia not for Poland.
Player advised if he had known that the individual was for from Russia and not Poland he would not
have made the bet.
Player advised that he thinks he should get his $200 back for the miss information on his ticket.
CSR advised that this info, will be sent to the appropriate dept. for review and player will be contacted
back.
Ticket info. -
2012-08-03 05:33:51
1st bet - Diving - Womens 3m springboard - Wu Minxia (CHN)
2nd bet - Weightlifting - Women's Olympic 2012 Womens 75 kg - Natalya Zabolotynaya (POL) - this one
is in question.
Web Information:
Contact Roles:
3 of 5
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LINV Notes:
7 Aug 2012
Hi Rob, pis review, thnx Ross
08-Aug-2012
- Player8-22 reported that he placed a sports wager on 03-Aug-2012
at 5:33:51 which included an error on the wager listing on PlayNow.
- Part of the wager placed included Natalya Zabolotnaya as representing Poland. s 22 made the
wager based on the fact that the athlete represented Poland. However,s 22 reported that this
athelete represented Russia.
- Investigator viewed espn.com and confirmed Natalya Zabolotnaya represented Russia in this event.
(See Related Content for wager details from OpenBet as well as event confirmation from espn.com.)
- Due to the error on PlayNow.com, investigator feels player is entitled to reimbursement of amount
wagered. Because sports free bet tokens award the player only the winnings generated from the wager
amount, and not the full amount of the tokens plus winnings, a manual adjustment of $200 has been
posted tos-22 PlayNow account.
s-22 has been informed of this by email.
Case concluded.
-Rob Stratford, PlayNow Investigations
9 August 2012
Reviewed. Writer concurs with action taken. This is an error by game on presenting the details of the
athlete. Although does not affect the result it is incorrect. BCLC Sportsbetting persons notified and to
follow up with Paddy Power
R.AIderson
Police Information:
Police File #:
GPE Information:
Exhibit: Location:
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bclc
Case: 01215569
Case Information:
Status: Closed
Contact Name: s\22
Middle Name: Phone:
Common First Name: Mobile: s 22
DOB: s 22 Email:522
Account Name:s22
S.22

Agreement #:
Book#:
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bclc
Best Regards,
Courtney Starheim
Corporate Security and Compliance, BCLC
74 West Seymour Street, Kamloops, B.C. V2C1E2

T 250 852 5281
Connect with us:

Twitter @BCLC| Facebook BCCasinos | Blog | bclc.com
ref:_00D80bj6y._500C0JtsZg:ref
Related Content:
Last Modified:
5 of 5
bcle
Description:
Activity History:

Task: 1
Due Date: 08/06/2012
Assigned To: Nicole Kowal
Comments:
Subject: Email: PlayNow.com Wager Dispute [ ref:_00D80bj6y._500C0JtsZg:ref ]

Task: 1
Due Date: 09/06/2012
Assigned To: Courtney Robinson
Comments:
Additional To:s22
CC:
BCC:
Attachment:
Subject: PlayNow.com Wager Dispute [ ref:_00D80bj6y._500C0JtsZg:ref ]

Body:
Hello8-22
Please consider this email in follow up to the telephone conversation you had with Consumer Services
on June 8, 2012, regarding the inadvertent wagers made on your account.
It is important to highlight Section 7.01 of the PlayNow.com Player Agreement which states that "you
are solely responsible for ensuring that the details of your purchase and/or play decisions are correct
before you submit your purchase and/or play decisions for processing."
As I understand the bets were made in error,s 17(1Kd)

. Should you wish to discuss this matter in greater detail, I can be reached by
return email or at the direct line listed below.
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Subject: Purchase Dispute - Max Bet
Description: Hello,
Please review this player's transactions - he states that he turned away from the computer for a couple
seconds and two wagers of $20 took place while he wasn't looking and his normal transaction is only
$0.40.
Thank you,
Nicole Kowal
Consumer Services
Player stated he was playing Cleopatra on PN, he turned away for a couple seconds and when he turned
back 2 spins of $20 had taken place which is not his normal transaction
Player stated he believes this must be a system error and "I will not be playing these types of games
anymore"
Agent I'd: Passed
CSR confirmed that 2 wagers of $20 had taken place and player's normal wager is only $0.40
Informed player this would be forwarded to the correct department for investigation
Player wanted to know if while investigating we could see everything he does online - informed player
we could only view his transactions on PN
Web Information:
Contact Roles:
Name:
Title:
Role:
Account Location:
Email:
Phone:
Fax:
Mobile:
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LINV Notes:
09-Jun-2012
Reviewed player's case history and account transactions:
It was noted that the player has not reported spin wager error before and that he typically wagers under $1.00.
Transaction history leading up to the disputed wagers:

2012-06-08 11:00:25 Wager Cleopatra 20 Line -$0.40
The $20.00 wagers are not consistent with the player's wager history; investigator will grant a cash adjustment of
$40.00.
Investigator emailed advising it is player's responsibility to ensure wagers are made correctly and that the gesture
of reimbursement was one time gesture.
Account was adjusted by $40.00 in OpenBet.
No further action required at this time.
C. Starheim
ll-Jun-2012
Email received from player in follow up to the adjustment made.
No further action required.
C. Starheim
Police Information:
Police File #:
GPE Information:
Exhibit: Location:
2 of 5
bclc
Case: 01163103
Case Information:
Case Owner: Courtney Robinson Priority: Medium
Status: Closed
Date/Time Player Contacted: 09/06/2012 9:32:00 AM
Contact Name: s-22
Middle Name: Phone:822
DOB: s 22 Email:822
Account Name:s-22
s.22

Agreement #:
Gaming Channel: eBusiness Brand: Websites
Product: Playnow.com Ticket Control #:
Book#:
lof5
Fixed Odds Games Game Summary Page 1 of 1
Fixed Odds Games Game Summary #452495508

Acct No s.22
Game Class BJ
Game Pacific Standard Blackjack
Version 1
Source Internet
Game Started 2012-06-03 21:06:25
Game Finished 2012-06-03 21:06:29
Currency CAD
Total Stakes Paid 30.00
Token Stakes 0.00
Total Winnings 0.00
This game is still open.
in
Blackjack history for game summary #452495508.
Number of players 1
Round 1
Current Player (Current Hand) 1(1)
Action Deal
Stake - 30.00
Player 1 JS2 3H2
Dealer 7D1
Round 2
Current Player (Current Hand) 1(1)
Action Hit
Stake 0.00
Player 1 JS2 3H2 KC1 (Bust)
Dealer 7D1 3C3
Round 4
Current Player (Current Hand) KD
Action Hit
Stake 0.00
Player 1 JS2 3H2 KC1 7C4
Dealer 7D1 3C3
Blackjack Player history for Game Summary #452495508

Player Seat Num Hands Current Hand Stake Original Stake Winnings Insurance Surrender
11 1 30.00 30.00 0.00 N N
s 15(1)(l)
06/06/2012
bclc
Connect with us:
Twitter @ BCLC | Facebook BCCasinos | Blog | bclc.com
ref:_00D80bj6y._500C0JtbfH:ref

Task: 1
Due Date: 04/06/2012
Assigned To: Janet Daoust
Comments:
Related Content:
Last Modified:
5 of 5
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Email:
Phone:
Fax:
Mobile:
Description:
Activity History:
Subject: Email: PlayNow.com Blackjack 1 Hand [ ref:_00D80bj6y._500C0JtbfH:ref ]

Task: 1
Due Date: 07/06/2012
Comments:
Additional To?-22
CC:
BCC:
Attachment:
Subject: PlayNow.com Blackjack 1 Hand [ ref:_00D80bj6y._500C0JtbfH:ref ]

Body:
Hello s-22
In follow up to our telephone conversation yesterday, please be advised that the frozen game issue you
experienced on Blackjack 1 Hand has been resolved. Please contact me back should you have any
questions or concerns or if you are still unable to wager on this game.
Thank you for your patience while this issue was resolved.
Best Regards,
Courtney Starheim
74 West Seymour Street, Kamloops, B.C. V2C 1E2

T 250 852 5281
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No further action required.
Email received from player advising he will contact investigator should he encounter any issues.
C. Starheim
Police Information:
Police File #:
GPE Information:
Exhibit: Location:
Subject: Game Dispute - Blackjack
Description: s 22
s.22
cannot be disclosed without BCLC's permission. If you have received this email in error, please notify the
sender immediately and delete the email.
Web Information:
Date/Time Opened: 04/06/2012 11:09:57 AM Date/Time Closed: 07/06/2012 1:16:21 PM
Contact Roles:
Name:
Title:
Role:
Account Location:
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LINV Notes:
04-Jun-2012
- Hi Courtney, please determine If the game concluded and if this is related to the known issue. Thx Cam
06-Jun-2012
Investigator located Fixed Odds Games Game Summary #452495508 which was wagered at 2012-06-03 21:06:25
(game finished at 2012-06-03 21:06:29); it was noted that this game was still open.
Investigator reviewed the screen shot provided; screen shot was taken the next morning (2012-06-04 10:23 a.m.)
and displays the error message received when he opens the game rather than the cards the player viewed during
game play.
What player saw: Jack, 3, 7 (total: 20); dealer was showing a 7.

What OpenBet recorded: Jack, 3, King (bust), and then a 7; dealer had 7, 3.
This experience is believed to be related to the known flash issue wherein the player does not see the first hit and
subsequently hits again.
Investigator contacted player ats-22 identified player by name, DOB, address, and secret questions.
Investigator advised the error described as being contained within the flash portion of the game and that - while
rare - causes a discrepancy between what the players sees and what is recorded in the system.
Player indicated he understood that the flash did not display the card that was dealt to him and that it in fact
busted prior to the 7 being dealt which is why he couldn't stand on the 20.
$50 token was awarded to the account as a gesture of goodwill; the player advised he was satisfied with the
resolution and that he will contact us back should this take place again.
Screen shots attached in related content:

- Player facing error message
- Game Play Summary from OpenBet
Information provided to Bryon Hodgkin to update GPEB on the known issue.

Game dispute substantiated.
Request made of CS to close the game at 2012-06-03 21:06:25; it is to be noted that the player has already
received compensation for this experience and recommended that stake not be returned when the game is closed.
Investigator will email player once this has been closed.
C. Starheim
07-Jun-2012
Reviewed update from CS and confirmed in OpenBet as per Fixed Odds Games Game Summary #452495508: game
has been aborted/closed as of 2012-06-07 08:26:31.
Email sent to player.
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Case: 01158166
Case Information:
Case Number: 01158166 Case Origin: Email-consumerservices@bclc.com
Status: Closed
Contact Name: 8-22
Middle Name: s Phone: 8 22
DOB: s 22 Email:8 22
Account Name:s22
s.22
Descriptidn Information:

Agreement #:
Gaming Channel: eBusiness Brand: eTable Games
Product: Blackjack 1 Hand Ticket Control #:
Book#:
LINV Sub-Category Details: Game Function Dispute
lof5
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I jo i oSbj

Acct No s. 22
Game Class Slot
Game SuperCars20E5bProg
Ve r s i o n 1
Source Internet
G a m e S t a r t e d 2 0 1 2 - 0 5 - 2 0 11 : 0 2 : 0 5
Game Finished 2012-05-20 11:02:05
Currency CAD
Total Stakes
2.00
Paid
Token Stakes 0.00
To t a l
0.00
Winnings
Game Type Traditional Play
Number of
Selected Win 20
Lines
Selected Win
0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19
Lines
Stake per Line 0.10
Reel Set 1
Reel State
Interaction Nltrus GreenMachine Nitrus HumanCannonBall AceOfRace
0
Wild AceOfRace SunsetStrip KingOfSpeed GreenMachine
YelloPeril HumanCannonBall QueenOfSpeed SpeedoMeter YelloPeril
This game is now closed
Back
Fixed Odds Games Chain Play Summary #95644900

Game Name Stake Winning
SuperCars20E5bProg 2.00 0.00
State Closed To t a l Stakes 2.00 To t a l W i n n i n g s 0 . 0 0
Interaction Date Game Order Game Name Game Class G a m e I d G a m e Ve r s i o n S u m m a r y I D

0 2012-05- 1 SuperCars20E5bProg
20 Slot 797 1 440732547
11:02:05
s 15(1)(l)
23/05/2012
Fixed Odds Games Chain Play Summary #95590028

Game Name Stake Winning
SuperCars20E5bProg 3.00 0.30
State Closed To t a l Stakes 3.00 Total Winnings 0.30
Interaction Date Game Order Game Name Game Class Game Id Game Version Summary ID
0 2012-05-19 22:20:13 1 SuperCars20ESbProg Slot 797 1 440420218
815(1)0) 23/05/2012
Fixed Odds Games Game Summary Page 1 of2

Acct No s. 22
Game
Class Slot
Game SuperCars20E5bProg
Version 1
Source Internet
Game 2012-05-19 22:20:13
Started
Game
Finished 2012-05-19 22:20:13
Currency CAD
Total
Stakes 3.00
Paid
Token
0.00
Stakes
Total
0.30
Winnings
Game
Traditional Play
Type
Number
of
Selected 20
Win
Lines
Selected
Win 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19
Lines
Stake per 0.15
Line
Reel Set 1
Reel Interaction
State SkldAlley SkldAIley AceOfRace AceOfRace GreenMachine
0
SkldAIley SunsetStrip YelloPeril KingOfSpeed GreenMachine
AceOfRace SkldAIley SkldAIley AceOfRace | QueenOfSpeed
nnnnn nnnnn
nnnnn nnnnn
nnnnn nnnnn
nnnnn hnnnn bnnnn nnnnn nnnnn
nnnnn nnnnn nnnnn
Kôr nnnnn nnnnn nnnnn
Win
bnnnn nnnnn
Lines H>
nnnnn nnnnn
nnnnn nnnnn nnnnn
nnnnn nnnnn nnnnn
& nnnnn nnnnn nnnnn nnnnn
nnnnn nnnnn nnnnn
nnnnn nnnnn nnnnn
Wins
Win ID Interaction Payout Freespin Wild Winline Progressive
Payout Stake Winnings
Type Mult Factor Index Win
242011323 0 UNE 1.00 8 0.15 0.15 N
242011324 0 UNE 1.00 18 0.15 0.15 | N
s 15(1)(l)
23/05/2012
V
\
^-^
Customer Details
fiffiWlffifflU
Ui. s22 Registered ab 2013-01-31 0S:3&|3
Account No: Registraaon Channel:
Etta Cuitomen Nickname: Customer transaction history
Title:
URN [uitann Matching 2*3371 (knki 1 sccount)
First Name: s22
(Master Account) Ye i Account Currency: CAD
Middle Name:
Account Type: Deposit
LaetName: Date Amount Balance
Account currency: CAD
s22
Account balance) 0.00 DOOi s22
(non-withdrawable): 0.00 Apt/Suite:
House number:
Free bat token* (opan)i 0 (0.00 CAD)
Street name:
Fraa bat token* (dalayad)i 0 (0.00 CAD)
Fraa bat tokana (redeemed): 1 (4t. CAD) Cttyi
Free bet tokana (expired)! I(0.55 CAD) County:
States
Wagering Requirements: 0.00
Held Funds: 0.00 PoeUl Coda:
Number of bate: Country (Postal):
Country:
Last boti
Email
H W B l W c l M s a a B s a a B s a B a H
Customer Details
Account information Rcqislrotion information
Customer transaction history

URN Cuatoc
(Ma* Account Currency! CAD
Date Ty p e From Amount Balance
Accou s 22
Acco
(non-wtt
Fraa bat lo!
Free bet token
Free bet tokens I
Free bet tokei
Wagering Requirements: 0.00 s22
Postal Coda:
Held Funds: O.ao
Number of bats: 0 Country (Postal):
Last bats Country:
Email:
Total Soort* Staked fsattjed): Interactive TV Email:
Customer transaction history

Customer Details
Amount Bal
Account Not s22
Elite) Customar:
URN CustomcrMatching
(Master Account)
Account Typa:
Account currency:
Account balance:
(non -withdrawable):
Free bat token* (open):
Free bet token* (delayed):
Free bet token* (redeemed):
Free bot token* (expired): Previous I New Search Customer [
Wagorlng Rnqulromont*: Disable Colour Coding
Held Funds:
Number of bats:
Laatbab 2013-02-02 19:08:05
r.:s22
GrandTotdli
bclc
Email:* 22
Phone:
Fax:
Mobile:
Description:
Activity History:
Related Content:
Last Modified:
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Exhibit: Location:
Subject: Assistance to Finance Department
Description:
Web Information:
Date/Time Opened: 08/03/2013 5:05:21 PM Date/Time Closed: 08/03/2013 5:14:20 PM
Contact Roles:
Name:s22
Title:
Role: Player
Account Location:s22
Email:522
Phone:
Fax:
Mobile:
Description:
Name:s22
Title:
Role: Player
Account Location:5 22
Email:522
Phone:
Fax:
Mobile:
Description:
Name:s22
Title:
Role: Player
Account Location:5 22
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8 March 2013
1530 hrs - Discussed with Kim CHRISTIANSEN from BCLC Finance issue with 3 players having
duplicate adjustments to their P/N accounts resulting in players being overpaid. Total value
$250. All players had withdrawn funds. Discussed that process had now been put in place to
avoid occurrence happening again. CHRISTIANSEN wanted advice whether BCLC should take
loss since it was a minor amount as was practice in banking world. I asked her to send player
details and Secruity would review and attempt to seek compensation if appropriate.
1537 hrs - Follow up email received with attachment. Attached in related content.
Hi Ross,
Please see attached for details on the player deposits made in error, per our telephone
conversation. If you require further detail, please don't hesitate to contact Tracy Jordan, who
can look up any further information in the Beanstream system that you may require.
Thank you,
Kim
1704 hrs - Reviewed further and noted that the 3 players are all MB players and that Players are
still active. Called and spoke to CHRISTIANSEN. Advised of same and stated that in my opinion I
thought it was a better business decision to eat loss. She agreed.
No further action to be taken
Concluded here
R.AIderson
Manager eGaming Investigations
Police Information:
Police File #:
GPE Information:
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Case: 01404091
Case Information:
Case Owner: Ross Alderson Priority: Medium
Parent Case:
Status: Closed
Date/Time Player Contacted:
Contact Name:
Account Name: BCLC E-LOTTERY AGREEMENT
74 WEST SEYMOUR STREET
ON BCLC.COM, BC, V2C 1E2

Agreement #:
Gaming Channel: eBusiness Brand: Other
Book#:
LINV Notes:
lof4
bclc
The official game results are:
1. Dallas 3, Edmonton 2 (OT)
2. Anaheim 3, Colorado 0
3. Boston 2, Montreal 1
- The Paddy Power game summary for this player's transactions show that the game #1 as a "L" and
game#2&3as"W."
- Sent email to player advising that the matter is being looked into and to also provide details of his
previous occurrence that he mentioned on the intake.
Thanks
Cam
ref:_00D80bj6y._500C0OuAOs:ref
Related Content:
Last Modified:
10 of 10
bdc
Thank you
Cameron Dodson
PlayNow Security Investigator
Subject: Email: MLC Game Dispute - eSports [ ref:_00D80bj6y._500C0OuAOs:ref;

Task:1
Due Date: 07/02/2013
Comments:
Additional To: jhaverstock@bclc.com
CC:
BCC: cdodson@bclc.com
Attachment:
Subject: MLC Game Dispute - eSports [ ref:_00D80bj6y._500C0OuAOs:ref ]

Body:
Hi James,
Here are the details on the complaint we were discussing on phone.
07-Feb-2013
- Reviewed player transactions for PNID # 415721 for 06-Feb-2013.
- Located one eSports transaction believed to be the one the player is refering to:
Receipt #: 0/ 0415721/0000021
Feb. 06, 2013 07:05:41 Wager Account -$5.00 $25.10
- The selections show:

1. Dallas at Edmonton (NHL): Away goals 3 or 4.
2. Anaheim at Colorado (NHL): Anaheim to win
3. Boston at Montreal (NHL): Boston to win
9 of 10
bclc
Subject: Email: MLC PlayNow Case # 1381164 [ ref:_00D80bj6y._500C0OuAOs:ref ]

Task: 1
Due Date: 07/02/2013
Comments:
Additional To? 22
CC:
Attachment:
Subject: MLC PlayNow Case # 1381164 [ ref:_00D80bj6y._500C0OuAOs:ref ]

Body:
Hello822
I have been assigned your case to investigate your complaint of not being paid out for your wager on
eSports. Can you confirm for me that the most-recent wager you are referring to is described as below?
$5.00 total stake - February 6,2013

1. Dallas at Edmonton (NHL): Away Goals 3 or 4
2. Anaheim at Colorado (NHL): Anaheim
3. Boston at Montreal (NHL): Boston
I will look into this for you to determine why your ticket was not paid out based on your selections.
Also, you mentioned this happened to your before. If you provide me with the date/ time and
transaction details of that occurrence, I would be happy to look into that for you as well.
Please feel free to reply to this message and I will be alerted directly. Your information is much
appreciated as we want to ensure the system is operating correctly.
8 of 10
bclc
Original Message
From:s22
Sent: 07/02/2013 11:45 AM
To: lotteryinvestigations@bclc.com
Subject: Re: MLC PlayNow Case # 1381164 [ ref:_00D80bj6y._500C0OuAOs:ref ]
I can no longer find that 'transaction'. It seems to have disappeared!

Sent from my BlackBerry smartphone on the MTS High Speed Mobility Network
Original Message
From: Lottery Investigations <lotteryinvestigations@bclc.com>
Date: Thu, 7 Feb 2013 19:40:37
To:* 22
Subject: MLC PlayNow Case # 1381164 [ ref:_00D80bj6y._500C0OuAOs:ref ]
Hello* 22
I have been assigned your case to investigate your complaint of not being paid out for your wager on
eSports. Can you confirm for me that the most-recent wager you are referring to is described as below?
$5.00 total stake - February 6, 2013

1. Dallas at Edmonton (NHL): Away Goals 3 or 4
2. Anaheim at Colorado (NHL): Anaheim
3. Boston at Montreal (NHL): Boston
I will look into this for you to determine why your ticket was not paid out based on your selections.
Also, you mentioned this happened to your before. If you provide me with the date/ time and
transaction details of that occurrence, I would be happy to look into that for you as well.
Please feel free to reply to this message and I will be alerted directly. Your information is much
appreciated as we want to ensure the system is operating correctly.
Thank you
Cameron Dodson
7 of 10
bele
Consumer Services
Subject: Email: Re: MLC PlayNow Case # 1381164 [ ref:_00D80bj6y._500C0OuAOs:ref ]

Task: 1
Due Date: 07/02/2013
Comments:
Additional To:s22
CC:
Attachment:
Subject: Re: MLC PlayNow Case # 1381164 [ ref:_00D80bj6y._500C0OuAOs:ref ]

Body:
Hello* 22
We have determined that there was a data-entry for the Dallas at Edmonton (NHL) game outcome for
Number of Away Goals. The gaming system operated properly however, the human error obviously
caused the result of your wager to be affected.
The wager has been resettled with the correct outcome and the winnings of $63.39 have been posted to
your account. I have also posted $10.00 in tokens for you to use on any Sports wagers for your
inconvenience you experienced. The tokens have a three-month expiry (May 7, 2013).
Thank you for bringing this to our attention so that we could rectify the payout discrepancy for you.
Should you recall the details of the previous time you believe this occurred, I would be more than happy
to look into it for you.
Best regards,
Cameron Dodson
6 of 10
belc
Subject: Consumer Services - Case # 01381164 ref:_00D80bj6y._500C0OuAOs:ref
Body:
Dear* 22
Thank you for submitting your question to us via the email form. Case #01381164 has been created and
a Consumer Services Rep will respond to you shortly.
Do not reply to this email. Replies will not be received. If you need to follow up on your case or want
more information, please click the provided link below. Please note, in order for the direct link to work
you must have this email in HTML format.
Email Us
Submitted Information:
Message:
* What's on your mind? Problem

* What part of our business does this relate to? E-Business
* What is this concerning? Security/Compliance
* What is your name?s22
* What is your email address?s 22
* What part of the website is this concerning? Sports Action
* What is the offending player's alias? playnow.com
What date did the issue occur (if applicable)? 2013-02-06
What time did the issue occur (if applicable)? 09:05
* Please describe your concerns: the parlay ticket i purchased won but was not paid, this is the second
time this has happened already!
* Would you like to be contacted regarding this matter? yes
* Tell us how to best contact you:s 22
Thank you,
5 of 10
belc
* What is your name?s22
* What is your email address?s 22
* What part of the website is this concerning? Sports Action
* What is the offending player's alias? playnow.com

* Please describe your concerns: the parlay ticket i purchased won but was not paid, this is the second
time this has happened already!

* Tell us how to best contact you:5 22
Web Information:
Contact Roles:
Name:
Title:
Role:
Account Location:
Email:
Phone:
Fax:
Mobile:
Description:
Activity History:
Subject: Email: Consumer Services - Case # 01381164 ref:_00D80bj6y._500C0OuAOs:ref

Task: 1
Due Date: 07/02/2013
Assigned To: Sys Rule
Comments:
Additional To?22
CC:
BCC:
Attachment:
4 of 10
bcle
- No further action required.
CLOSED
(C. DODSON)
8 Feb 2013
Reviewed. Concur with action taken. Error from Paddy Power.
Concluded here
R.AIderson
Manager eGaming Investigations
14-Feb-2013
- Case was re-opened by player sending message thanking for the tokens and advising that he could not locate the
transaction that he mentioned. It is this investigator's belief that the player did not actually make the wagers and
only mentioned this in his messages to us in order to highlight his frustration with this honest mistake.
- Player also indicated there was an error on the site with the outcome of the Florida/ Winnipeg (NHL) game "Total
Goals" for 05-Feb-2013. Checked player's transactions and he had not wagered on this line.
- No further action necessary.
CLOSED
(C. DODSON)
Police Information:
Police File #:
GPE Information:
Exhibit: Location:
Subject: Game Dispute - eSports
Description: * What's on your mind? Problem
* What is this concerning? Security/Compliance
3ofl0
bele
LINV Notes:
7 Feb 2013
Hi Cameron, please review player's complaint. Dispute with a ticket purchase, thx Ross
07-Feb-2013
- Reviewed player transactions for PNID # 415721 for 06-Feb-2013.
- Located one eSports transaction believed to be the one the player is refering to:
Feb. 06, 2013 07:05:41 Wager Account -$5.00 $25.10
- The selections show:

1. Dallas at Edmonton (NHL): Away goals 3 or 4.
2. Anaheim at Colorado (NHL): Anaheim to win
3. Boston at Montreal (NHL): Boston to win
The official game results are:

1. Dallas 3, Edmonton 2 (OT)
2. Anaheim 3, Colorado 0
3. Boston 2, Montreal 1
- The Paddy Power game summary for this player's transactions show that the game #1 as a "L" and
game#2&3as"W."
- Sent email to player advising that the matter is being looked into and to also provide details of his
previous occurrence that he mentioned on the intake.
- Contacted James HAVERSTOCK and advised of the complaint and to assist in possible explanation.
- HAVERSTOCK confirmed that the player is correct and that game results for this market were inputted
incorrectly by Paddy Power.
- An adjustment (resettle of bet) will be made for the player.
- Recieved word from HAVERSTOCK that Paddy Power resettled the wager for this player.
- Confirmed in OpenBet that the winnings of $63.39 were successfully posted to the player account.
- Posted $10.00 in adhoc eSports tokens to player's account as a gesture.
- Sent player email and also requested information again for previous time he believes this occurred. No
action can be taken on the previous complaint without details.
2 of 10
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Case: 01381164
Case Information:
Case Owner: Cameron Dodson Priority: Medium
Case Number: 01381164 Case Origin: Email Form: PlayNow.com
Parent Case:
Status: Closed
Contact Name: * 22
Middle Name: s22 Phone:
Common First Name: Mobile:
DOB: s 22 Email: *22
Account Name:* 22
s22

Agreement #:
Book#:
LINV Sub-Category Details: Prize Dispute
l o fl O
bclc
Related Content:
Last Modified:
4 of 4
bclc
* What is this concerning? Software/System
* What is your name?s 22
* What is your email address?* 22
* What part of the website is this concerning? Playnow.com
* How may we assist you? Slots again...Cleopatra,funny got your error message AGAIN TXCODE...20
straight spins absolutely ZERO return..you people are incredible to have slots continue to take our
money without doing anythng about this theft. Again what about compensation for your server
problems. Maybe MLA or newspaper needs to know about this.
* Tell us how to best contact you: email
Web Information:
Contact Roles:
Name:
Title:
Role:
Account Location:
Email:
Phone:
Fax:
Mobile:
Description:
Activity History:

Task: 1
Due Date: 04/02/2013
Assigned To: Nicole Doutaz
Comments:
3 of 4
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LINV Notes:
4 Feb 2013
Hi Cam, please link with Rob who has a similar case
05-Feb-2013
- This is related to an issue already reported by this player in case # 1364593 and JIRA Ticket #s 15(1X0
- This player has been responded to from Case #1364593.
- Closing this case and will work from 1364593.
CLOSED
(C. DODSON)
Police Information:
Police File #:
GPE Information:
Exhibit: Location:
Subject: Email Form: PlayNow.com | eBusiness | Other | Software/System | Complaint
Description: Hello,
This may have to due with work order #01364592 that has already been dispatched to LINV but I can't
be certain. Please review and advise.
Thank you,
Nicole
Consumer Services
What's on your mind? Complaint

2 of 4
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Case: 01378807
Case Information:
Status: Closed
Contact Name: * 22
Middle Name: Phone: * 22
DOB: s 22 Email:* 22
Account Name:s 22
s22

Agreement #:
Book #:
lof4
bclc
Related Content:
Last Modified:
22 of 22
bete
Comments:
Additional To:s 22
CC:
Attachment:
Subject: BCLC PlayNow Case # 1363876 - ePoker Game Dispute [ ref:_00D80bj6y._500C0O72r8:ref ]

Body:
Hello* 22
I have been assigned your case regarding your buy in dispute. I had a look at your transactions and
noted the following for January 14,2013:
"Finished game Texas Holdem tt515(1)0 at 16:25:11"
The next transaction on your account for poker is:
"Start Game Texas Holdem #s 15(1)0 at 17:13:18"
Based on our records it would appear you were logged in but, not playing on BCLC PlayNow poker site at
the time reported. Can you confirm the time you experienced the buy-in discrepancy at 17:03 on
January 14, 2013? Also, can you recall what hand you went 'All In' with and what hand won?
Any information would be helpful to look in to your concerns further. Please feel free to respond to this
message or contact me directly in the Vancouver BCLC office at 604-228-3098.
Best regards,
Cameron Dodson
BCLC - Vancouver
T 604-228-3098
E cdodson@bclc.com
ref:_00D80bj6y._500C0O72r8:ref
21 of 22
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"Finished game Texas Holdem #* 15(1)C) at 16:25:11"
The next transaction on your account for poker is:
"Start Game Texas Holdem #s 15(1)(I) at 17:13:18"
Based on our records it would appear you were logged in but, not playing on BCLC PlayNow poker site at
the time reported. Can you confirm the time you experienced the buy-in discrepancy at 17:03 on
January 14, 2013? Also, can you recall what hand you went 'All In' with and what hand won?
Any information would be helpful to look in to your concerns further. Please feel free to respond to this
message or contact me directly in the Vancouver BCLC office at 604-228-3098.
Best regards,
Cameron Dodson
BCLC- Vancouver
T 604-228-3098
E cdodson@bclc.com<mailto:cdodson@bclc.com>
Subject: Email: BCLC PlayNow Case # 1363876 - ePoker Game Dispute

ref:_00D80bj6y._500C0O72r8:ref ]
Task: 1
Due Date: 17/01/2013
20 of 22
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Attachment:
Subject: Re: BCLC PlayNow Case # 1363876 - ePoker Game Dispute [ ref:_00D80bj6y._500C0O72r8:ref
]
Body:
Hello*22
I just wanted to let you know we are still looking into this to determine why you did not receive your re-
buy. I should hope to have an answer for you by end of week. We appreciate your patience.
Thank you!
Cameron Dodson
BCLC - Vancouver
Original Message
From:* 22
Sent: 17/01/2013 7:23 PM
To: lotteryinvestigations@bclc.com
Subject: Re: BCLC PlayNow Case # 1363876 - ePoker Game Dispute [ ref:_00D80bj6y._500C0O72r8:ref
]
I enrolled in the tournament $lk GT Double Chance $6.60 buy in on 2013-01-14 @ 16:08:24.1 played
past the first break, and went all in at approx 17:03 and was knocked out of the tourny. I was not given
myfreerebuy
On 2013-01-17, at 1:28 PM, Lottery Investigations wrote:
Hellos22
I have been assigned your case regarding your buy in dispute. I had a look at your transactions and
noted the following for January 14, 2013:
19 of 22
bete
Due Date: 21/01/2013
Comments:
Additional To: mfadda@bclc.com
CC:
Attachment:
Subject: $1K GT Re-Buy issue [ ref:_00D80bj6y._500C0O72r8:ref ]

Body:
Hi Maria,
We have a player who registered for the $1K GT tournament at 16:08 hrs on Jan 14,2013. He went all in
and was knocked out at 17:04 and did not receive his free re-buy. I am suspecting there is a rule he has
overlooked with respect to what qualifies him for the re-buy, such as, "must re-buy before being
knocked out, etc etc"
The tournament # is* 15(1X0 and the player nickname is'B 22 "
Can you confirm if there is a rule on the re-buy that would prevent a player from receiving his re-buy?
Thanks
Cam
Subject: Email: Re: BCLC PlayNow Case # 1363876 - ePoker Game Dispute [
ref :_00D80bj6y._500C0O72r8:ref ]
Task: 1
Due Date: 30/01/2013
Comments:
Additional To? 22
CC:
18 of 22
bete
Task: 1
Due Date: 25/01/2013
Comments:
Additional To: cdodson@bclc.com; CPNCCSupervisors@gtechG2.com; mfadda@bclc.com
CC:
Attachment:
Subject: Poker Re-buy Issue - $1K GT Tournament [ ref:_00D80bj6y._500C0O72r8:ref ]

Body:
Hello,
We have a player who registered for the $1K GT tournament at 16:08 hrs on Jan 14, 2013. He went all in
The tournament # is s15(1)0) and the player nickname is ,,s 22 "
Also, could you please advise why player did not receive the re-buy?
Thanks!
Cameron Dodson
BCLC-Vancouver
T 604-228-3098
E cdodson@bclc.com
Subject: Email: $1K GT Re-Buy issue [ ref:_00D80bj6y._500C0O72r8:ref ]

Task: 1
17 of 22
bete
Please advise if you require any further information.
Thanks
Cameron
Original Message
Sent: 25/01/2013 11:38 AM
To: cdodson@bclc.com;
CPNCCSupervisors@gtechG2.com;
mfadda@bclc.com
Subject: Poker Re-buy Issue - $1K GT Tournament [ ref :_00D80bj6y._500C0O72r8:ref ]
Hello,
We have a player who registered for the $1K GT tournament at 16:08 hrs on Jan 14, 2013. He went all in
The tournament # iss 15(1)(') and the player nickname is's 22 "
Thanks!
Cameron Dodson
BCLC - Vancouver
T 604-228-3098
E cdodson@bclc.com
Subject: Email: Poker Re-buy Issue - $1K GT Tournament [ ref :_00D80bj6y._500C0O72r8:ref ]

16 of 22
bele
If you receive this email in error, please delete it from your system immediately and notify us either by
email, telephone or fax.
You should not copy, forward, or otherwise disclose the content of the email.
Subject: Email: RE: Poker Re-buy Issue - $1K GT Tournament [ ref:_00D80bj6y._500C0O72r8:ref ]

Task: 1
Due Date: 01/02/2013
Comments:
Additional To: cdodson@bclc.com; CPNCCSupervisors@gtechG2.com; mfadda@bclc.com
CC:
Attachment:
Subject: RE: Poker Re-buy Issue - $1K GT Tournament [ ref:_00D80bj6y._500C0O72r8:ref j

Body:
Hello Supervisors,
Regarding this player's concerns about not receiving his re-buy, the Tournament ID is:* 15(1)(0 . The
Game Session is:* 15(1)(0
The player reported not receiving his re-buy as per his complaint:

* Please describe your concerns: I was playing in The IK double chance game. The site states that you
get a $0 rebuy until 1705,65 min after the start time
I went all in at 1703 knowing i had a free rebuy and I was ko'd from the tournament with no rebuy
offered. I was clearly all in prior to the 1705 (65min from start of tourny) and was not offered a rebuy. I
believe this is completely unfair and would like my rebuy refunded.
15 of 22
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Thanks
Cameron
Original Message
Sent: 25/01/2013 11:38 AM
mfadda@bclc.com
Subject: Poker Re-buy Issue - $1K GT Tournament [ ref:_00D80bj6y._500C0O72r8:ref ]
Hello,
We have a player who registered for the $1 K GT tournament at 16:08 hrs on Jan 14, 2013. He went all in
The tournament # is* 15(1)C) and the player nickname is '*22 "
Thanks!
Cameron Dodson
BCLC - Vancouver
T 604-228-3098
E cdodson@bclc.com
CONFIDENTIALITY NOTICE: The contents of this email are confidential and for the exclusive use of the
intended recipient.
14 of 22
bete
Thank you,
Belle Robichaud
Team Leader
11 Ocean Limited Way

Moncton, NB, Canada
E1C0H1
Direct: 506.862.3823
Email: Belle.Robichaud@spielog2.com
Web: www.spielog2.com
Original Message
From: noreply@salesforce.com [mailto:noreply@salesforce.com] On Behalf Of Lottery Investigations
Sent: February-01-13 2:43 PM
To: cdodson@bclc.com; CPN CC Supervisors; mfadda@bclc.com
Subject: RE: Poker Re-buy Issue - $1K GT Tournament [ ref:_00D80bj6y._500C0O72r8:ref ]
Hello Supervisors,
Regarding this player's concerns about not receiving his re-buy, the Tournament ID is:* 15(1)C). The
Game Session is:s 15(1)(0
What date did the issue occur (if applicable)? 2013-01-14 What time did the issue occur (if applicable)?
17:00
get a $0 rebuy until 1705, 65 min after the start time

13 of 22
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Subject: Email: RE: Poker Re-buy Issue - $1K GT Tournament [ ref :_00D80bj6y._500C0O72r8:ref ]
Task: 1
Due Date: 01/02/2013
Comments:
Additional To: cpnccsupervisors@spielog2.com; mfadda@bclc.com
CC: cpnccsupervisors@spielog2.com
Attachment:

Body:
Hello Belle,
The Salesforce Case #s 15(1)0) . However, we have only communicated this to you via a non-player
email.
I believe all of the information you require for the player inquiry is in this email thread. If you require
further information, could you please contact me directly at 604-228-3098.
Thanks
Cam
Original Message
From: CPN CC Supervisors [cpnccsupervisors@spielog2.com]
Sent: 01/02/2013 11:38 AM
To: mfadda@bclc.com;
cdodson@bclc.com;
cpnccsupervisors@spielog2.com;
lotteryinvestigations@bclc.com
Cc: cpnccsupervisors@spielog2.com
Hello Cameron,
Is it possible to have this case sent through sales force again please?
12 of 22
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We have a player who registered for the $1 K GT tournament at 16:08 hrs on Jan 14, 2013. He went all in
The tournament # is515(1)(') and the player nickname is 's22 "
Thanks!
Cameron Dodson
BCLC-Vancouver
T 604-228-3098
E cdodson@bclc.com
CONFIDENTIALITY NOTICE: The contents of this email are confidential and for the exclusive use of the
intended recipient.
If you receive this email in error, please delete it from your system immediately and notify us either by
email, telephone or fax.
You should not copy, forward, or otherwise disclose the content of the email.
11 of 22
bele
Original Message
To: cdodson@bclc.com; CPN CC Supervisors; mfadda@bclc.com
Hello Supervisors,
Regarding this player's concerns about not receiving his re-buy, the Tournament ID is:515(1)('). The
Game Session is:5 15(1)C)
What date did the issue occur (if applicable)? 2013-01-14 What time did the issue occur (if applicable)?
17:00

Thanks
Cameron
Original Message
Sent: 25/01/2013 11:38 AM
mfadda@bclc.com
Subject: Poker Re-buy Issue - $1K GT Tournament [ ref:_00D80bj'6y._500C0O72r8:ref
Hello,
10 of 22
bele
Subject: RE: Poker Re-buy Issue - $1K GT Tournament [ ref:_00D80bj6y._500C0O72r8:ref J
Hello Belle,
The Salesforce Case #s 15(1)0 . However, we have only communicated this to you via a non-player
email.
I believe all of the information you require for the player inquiry is in this email thread. If you require
further information, could you please contact me directly at 604-228-3098.
Thanks
Cam
Original Message
Sent: 01/02/2013 11:38 AM
cdodson@bclc.com;
cpnccsu pervisors@spielog2.com;
lotteryinvestigations@ bclc.com
Subject: RE: Poker Re-buy Issue - $1K GT Tournament [ ref :_00D80bj6y._500C0O72r8:ref ]
Hello Cameron,
Is it possible to have this case sent through sales force again please?
Thank you,
Belle Robichaud
Team Leader

Moncton, NB, Canada
E1C0H1
Direct: 506.862.3823
9 of 22
bete
Original Message
Sent: 01/02/2013 3:57 PM
cpnccsu pervisors@spielog2.com;
lotteryinvestigations@bclc.com
Hello Cameron,
This case has been created in salesforce under case ID G2 -s 15(1)C) .
All updates on this issue will be made via that case ID in salesforce. It is currently escalated to our poker
team.
Thank you,
Belle Robichaud
Team Leader

Moncton, NB, Canada
E1C0H1
Direct: 506.862.3823
Original Message
To: CPN CC Supervisors; mfadda@bclc.com
Cc: CPN CC Supervisors
8 of 22
bete
Thank you,
Consumer Services, BCLC
bclc.com
Subject: Email: RE: Poker Re-buy Issue - $1K GT Tournament [ ref:_00D80bj6y._500C0O72r8:ref ]

Task: 1
Due Date: 06/02/2013
Comments:
Additional To: cpnccsupervisors@spielog2.com; mfadda@bclc.com
CC: ralderson@bclc.com; cpnccsupervisors@spielog2.com
Attachment:

Body:
Thank you Belle,
I see from the case "G2 -s 15(1)(0 " that the matter was resolved and identified as a "technical issue." A
message was sent to the player advising of this along with the compensation of $6.60 for the missed
rebuy.
Can you please advise what the technical issue was that caused this for the player? Were any other
players affected by this who may not be aware?
Thank you!
Cameron
7 of 22
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Dear* 22
Thank you for submitting your question to us via the email form. Case #01363876 has been created and
a BCLC Consumer Services Rep will respond to you shortly.
Do not reply to this email. Replies will not be received by BCLC. If you need to follow up on your case or
want more information, please click the provided link below. Please note, in order for the direct link to
work you must have this email in HTML format.
Email Us
Submitted Information:
Message:
* What's on your mind? Complaint

* What part of our business does this relate to? Casino
* What is this concerning? Information
* What is your email address?s22
What location is this regarding? poker
offered. I was clearly all in prior to the 1705 (65min from start of tourny) and was not offered a rebuy.
I believe this is completely unfair and would like my rebuy refunded.

* Tell us how to best contact you:* 22
6 of 22
bele
Contact Roles:
Name:
Title:
Role:
Account Location:
Email:
Phone:
Fax:
Mobile:
Description:
Activity History:
Subject: Case Dispatched

Task: 1
Due Date: 15/01/2013
Assigned To: Gina Kumpic-Coltellaro
Comments:
This case has been assigned to the group listed in the "Dispatch To" field.
Subject: Email: BCLC Consumer Services - Case # 01363876 ref:_00D80bj6y._500C0O72r8:ref

Task: 1
Due Date: 14/01/2013
Assigned To: Sys Rule
Comments:
Additional To:s 22
CC:
BCC:
Attachment:
Subject: BCLC Consumer Services - Case # 01363876 ref:_00D80bj6y._500C0O72r8:ref

Body:
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was not impacted other than an incconvenience and he was compensated for this.
R.AIderson
Manager eGaming Security
Police Information:
Police File #:
GPE Information:
Exhibit: Location:
Subject: Game Dispute - ePoker
Description: * What's on your mind? Complaint
* What part of our business does this relate to? Casino
* What is this concerning? Information
* What is your email address?5 22
What location is this regarding? poker
offered. I was clearly all in prior to the 1705 (65min from start of tourny) and was not offered a rebuy.
I believe this is completely unfair and would like my rebuy refunded.

* Tell us how to best contact you:s 22
Web Information:
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- ePoker support issued a $6.60 credit to player for the inconvenience as per the message taken from
1376966:
Subject: Case #: G2 -s 15(1)0 $lk GT Double Chance5515(1H0 ) [ ref:_OOD30mEwL_500aOSjFUK:ref ]

Body:
Dears 22
Thank you for contacting ePoker Support regarding your case: "$lk GT Double Chance p 15(1)0)"
Our technicians looked into your inability to get the free re-buy in the tournament. It appears there was
technical difficulty on our end that caused this for you.
Due to this reason we have taken the liberty of refunding your buy in for the tournament. You should
see the amount of $6.60 in your account.
If we can be of any further assistance, please do not hesitate to contact us.
Sincerely,
Adam H. from ePoker Support
06-Feb-2013
-1 sent a message to Moncton CPN Supervisors asking for clarification on what caused the player to miss
the re-buy.
- No follow up required with player as ePoker support took care of this.
- CPN Moncton Supervisor responded per email on case. Issue was escalated to their technical support
inBUGPOKs15(1)
m .
- Checked with ePoker Mgr Brad ROMANO who advised this game was being taken down due to other
player complaints in both BC and LQ.
- Since Double Chance ePoker tournaments are no longer being offered and player has been
compensated, this case may now be closed.
CLOSED
(C. DODSON)
8 Feb 2013
Reviewed and concluded here
It is important to note system was working correctly however did not allow player to rebuy. The player
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LINV Notes:
17-Jan-2013
- Reviewed ePoker transactions for PNID* 15(1)(I) s 22 for i4-jan-2013 at around 17:00 hrs as
per the complaint.
- G2 Pitboss GMS shows* 22 was logged in but not playing at this time.
-* 22 s transactions are as follows:
Finished game 28124412 at 16:25:11 on 14-Jan-2013

Started game 610011207679335 at 17:13:18 14-Jan-2013
- Email sent to player requesting clarification on date/ time and the hand he went All-in with.
- Suspect player was on another poker site.
21-Jan-2013
- Received a message from player confirming the time/ date and tournament number.
- Reviewed hand that the player is commenting on. He went all in and was knocked out of the
tournament as he reported and did not re-buy.
- Sent message to M. FADDA requesting confirmation of re-buy rules for this game.
25-Jan-2013
- Followed up with M. FADDA who advised it would be best to submit information for review to
Moncton Team Leads.
- Sent email to GTech (Moncton) requesting review of the issue.
29-Jan-2013
- Followed up with Maria FADDA as no response has been received from Moncton Supervisors on this
issue.
30-Jan-2013
- FADDA advised she will follow up with Moncton Supervisors on this issue.
- Sent an email to player advising the matter is still being looked into.
02-Feb-2013
- Reviewed case and noted that Moncton/ Gtech are investigating under case # G2 - 00082036 and
SF Case # 1376966.
05-Feb-2013
- Noted on case # 1376966 that ePoker support noted that there was a technical issue on service
provider end that caused him to not receive his re-buy.
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Case: 01363876
Case Information:
Parent Case:
Status: Closed
Contact Name:s 22
Middle Name: Phone: * 22
Common First Name: Mobile:* 22
DOB:* 22 Email:* 22
Account Name:* 22
s22

Agreement #:
Gaming Channel: eBusiness Brand: ePoker
Book#:
lof22
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ref:_00D80bj6y._500C0Me0hX:ref
Related Content:
Last Modified:
8 of 8
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Comments:
Additional To? 22
CC:
BCC:
Attachment:
Subject: PlayNow.com Poker Outage [ ref:_00D80bj6y._500C0Me0hX:ref ]

Body:
Hello* 22 ,
Please be advised that your concerns have been forwarded to the appropriate departments. With
respect to the BC outage that took place on October 30, our poker team has provided the following
information.
In cases like this, where we have a BC specific site outage, tournaments are played out and the prize
pool is distributed to any players who are able to finish. We do our best to prevent issues like this from
occurring, but they will happen from time to time. When a poker game is affected by an outage, we
work to, at minimum, put the players in the position they were in before they entered a poker game and
we apply this practice across the board when resolving matters like this.
We understand that this is frustrating for tournament players, and that it would be ideal from the
player's perspective to receive a refund based on chip equity, but because the prize pool is paid out, this
isn't feasible.
On that note, a review of your account indicated you were owed an additional $20 for your add on. This
has since been added to your account.
Best Regards,
Courtney Robinson

T 250 852 5281 F 250 828 5693
Connect with us:

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bele
Subject: Email: FYI - Poker Complaint RE: Outage - Case # 01320051 [
ref:_00D80bj6y._500C0Me0hX:ref ]
Task: 1
Due Date: 10/11/2012
Comments:
Additional To: mfadda@bclc.com; bromano@bclc.com
CC: ralderson@bclc.com; carobinson@bclc.com
BCC:
Attachment:
Subject: FYI - Poker Complaint RE: Outage - Case # 01320051 [ ref:_00D80bj6y._500C0Me0hX:ref ]

Body:
Hi Brad and Maria,
This case just came through to Security from G2/ CS. It appears that the player has only been adjusted
with $22.00 and - per an update from Maria to Case 01302682 - is owed an additional $20.00.
I will adjust her account per Maria's update and will be responding with the response provided
previously. This is being sent for your information.
Thanks,
Courtney Robinson

T 250 852 5281 C 250 819 5763 F 250 828 5693
Connect with us:

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Depending on your response, in addition to letting friends know what may
happen when emergency maintenance is shoddily carried out, the President
and CEO of BCLC, Michael Graydon and the Minister Responsible for Gaming
will here of this incident.
s22
Web Information:
Contact Roles:
Name:
Title:
Role:
Account Location:
Email:
Phone:
Fax:
Mobile:
Description:
Activity History:

Task:1
Due Date: 09/11/2012
Assigned To: Nicole Kowal
Comments:
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Consumer Services
The whole idea of using the BCLC's poker site seemed like a good idea,
sadly you seem to run it like any government run entity - lousy care of
paying customers.
I was entered in two tournaments this evening when I was kicked off the
site due to "Emergency Maintenance". I had been in toumaments 15(1)0) $2500
GTfor nearly 5 hours, already in the money with a average-large stack. I
was unsuccessful in my near constant attempts to log in over the next hour
and was blinded out of the tournament and placed 10 (I believe there were
II players left when I was kicked off). I was also in tournament* 15(1)(I)
$4000 GT in the top 3 spots. When I was finally able to sign back in my
chips had been so diminished it would have been near impossible to get
back in it, and was out before the prize positons. Even though again if I
had not be kicked off while others were able to play it is unlikely that
is the position I would have ended in.
Why would SOME people get dropped for "Emergency Maintenance" and not
others or more importantly; why wasn't the game locked down for the
duration of this maintenance if only a select few were kicked? I tried
speaking to a live chat agent, and was told (multiple times as though I
was an idiot) that there were technical difficulties and emergency
maintenance had to be done, and that the tournament would be refunded
according to your policies.
I have spent a serious amount of time and a good amount of money on your
site and think this is totally unacceptable. Because your site malfunction
was not fairly or adequately dealt with I have lost out on potentially
hundreds of dollars. Adequate compensation is NOT returning JUST the
tournament fee - especially when this was handled by 'you in such a
willy-nilly unfair manner.
I will happily withdraw my money and move on to another poker site, as

well as advise the many players I have recommended your site to, to do the
same. Social media is particularly effective when letting friends know of
unfair and unreasonable practices while recommending alternatives. There
has to be some responsibility when BCLC fouls up and loses the players
earnings.
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LINV Notes:
lO-Nov-2012
Reviewed player's account history in OpenBet and case history in SalesForce; player has been awarded $22.00 for
her buy in as per Maria FADDA in Case 01302682.
It was noted that the last update to this case from Maria (07/11/2012 10:47 AM) indicates the player is still owed
another $20 for her add on; adjustment has not been made in OpenBet.
Investigator responded to player as per the previously composed response provided by the poker team.
It was noted that the player's escalation threats were forwarded to Corp Com from the CS case.
No further action required or taken at this time.
C. Robinson
13 Nov 2012
R.AIderson
Police Information:
Police File #:
GPE Information:
Exhibit: Location:
Subject: Emergency Maintenance Issue
Description: Hello,
This came in from G2. The player seems to be questioning the integrity of Poker on PlayNow. Please
review and advise.
Thank you,
Nicole K
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Case: 01320051
Case Information:
Case Number: 01320051 Case Origin: Email
Status: Closed
Contact Name: * 22
Middle Name: Phone:
DOB: Email:* 22
Account Name:* 22
s22

Agreement #:
Book #:
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Account Location:
Email:
Phone:
Fax:
Mobile:
Description:
Activity History:

Task: 1
Due Date: 08/11/2012
Assigned To: Jan Manke
Comments:
Related Content:
Last Modified:
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LINV Notes:
9 Nov 2012
Has been forwarded to ELG QA. Known issue. Recorded for Security as information only.
Police Information:
Police File #:
GPE Information:
Exhibit: Location:
Subject: Error Message eCasion Blank Screen
Description: Hello,
This consumer has experienced several error codes and technical issues this past month and is now
doubting the integrity of PlayNow and claims that she has not received the correct prize amount noted
on this case.
Thank you,
Jan Manke
Consumer Services
Web Information:
Contact Roles:
Name:
Title:
Role:
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Case: 01318814
Case Information:
Case Owner: Ross Alderson Priority: Medium
Status: Closed
Contact Name: s22
Middle Name: Phone:
Common First Name: Mobile: s22
DOB:522 Email:522
Account Name:5 22
s22

Agreement #:
Gaming Channel: eBusiness Brand: eSlots
Book #:
lof3
Section 75(2) Immediate Disclosure Report (IDR)
Since this anomaly is extremely rare, it cannot

Visibility: Visibility reliably be reproduced; therefore, it cannot feasibly
(should be MOD or Low Justification: be made visible to GPEB in actual game play. As
LOW) (by description) such, a visibility classification of Low has been
applied.
Impact Since this anomaly relates to the display of game

Impact: III Justification: outcomes, an impact classification of III has been
(should be III)
(by description) applied.
Compliance
Assurance
Cat-3b
Category:
(Should be Cat-3)
The cause of the anomaly has been identified by Openbet as a bugs. 15(1)(I)
Cause: The bug allows the anomaly to manifest only
(full description) under certain specific network communication conditions, causing the anomaly to be
extremely rare and intermittent.
Openbet is currently testing a fix for the anomaly, which would involve a new Flash patch or build for the
games in question. Once Openbet has the fix ready, it will be submitted to GLI for urgent compliance testing
prior to live implementation. GLI will provide their testing results to BCLC and GPEB upon successful
completion of the work.
In the meantime, it is proposed that these games remain enabled in the live, given that:
1. The anomaly impacts the game artwork only, and the integrity of the actual payouts is not
compromised,
Resolution: 2. The player is able to observe the actual / correct game outcome in their game play history,
(full description) 3. The back-office logs available to BCLC staff record the actual / correct game outcome,
4. For Monopoly the anomaly has been reported in only one game out of the current total of roughly
2.6 million games played; and for Wheel of Fortune the anomaly has been reported in only three
games out of the current total of roughly 21 million games played, and
5. Since Openbet is already testing a fix, it is likely that the anomaly will be addressed in the live
environment shortly, pending a successful compliance assessment by GLI.
Unless GPEB requires otherwise, BCLC shall proceed as proposed herein, moving towards a solution in the
live environment as soon as possible.
Follow Up: BCLC has been in close contact with the three impacted players, and has resolved the
(full description, if matter to each player's satisfaction through open disclosure of the software bug, and
applicable) through compensation with casino tokens where appropriate.
Additional
Comments: None.
(if required)
GPEB
Submitted By: Mr. Bryon Position: Director,
Operational Registration 190452
(full name) Hodgkin (full title) Number:
Compliance
(numeric code)
Email Address: bhodqkin(5)bclc.com
(please contact the above BCLC Security staff with any
questions or comments regarding this IDR) Telephone Number: +1 (250) 828-5684
Refer to the PlayNow Environment Change Reporting System document for guidance on this form *
Section 75(2) Immediate Disclosure Report (IDR)
Pursuant to the PlayNow Environment Change Reporting System, and in keeping with the legislative requirements of Section 75
of the Gaming Control Act, this document constitutes disclosure of one or more Cat 3a Red Change(s) (i.e.: emergency fix(es)) or
Cat 3b Red Change(s) (i.e.: urgent fix(es)) to the PlayNow control environment.
* TO BE SUBMITTED WITHOUT DELAY BY BCLC SECURITY TO THE GAMING

POLICY AND ENFORCEMENT BRANCH A Ts 15(1 )(l)
Immediate Disclosure Emergency Urgent

CCaf 3a Red Change done recently) (upcoming Cat 3b Red Change)
Report (IDR) Type:
(check only one that applies) D 0
Date Date of Time of
28/11/2012 Various Various
Submitted: Occurrence: Occurrence:
(see below) (see below)
(dd/mm/yyyy) (dd/mm/yyyy) (24-hour format)
Source Source
Monopoly Game
System: Openbet Platform Application: Wheel of Fortune Game
(title or description) (title or description)
IDR Customer
Occurrence:
Number: IDR-2012-020 Malfunction Procedural Complaint
(check all that
(IDR-yyyy-m#) might apply) 0 n
An anomaly has been observed with Openbet's Monopoly and Wheel of Fortune games in the live PlayNow
0
environment.
In extremely rare circumstances, the top row of reel symbols made visible to the player upon display of the
game outcome will either:
1. Appear to continue to cycle rapidly through reel symbol combinations, despite all other reel
symbols having stopped, where each such combination on the top row is comprised of 5x the first
reel symbol, then 5x the next reel symbol, then 5x the next reel symbol, etc... in a continuous loop
(e.g.: 5x Bar, then 5x Double-Bar, then 5x Triple-Bar, then 5x Orange, then 5x Strawberry, etc...
until each type of reel symbol within the game has been displayed in rapid succession, then
repeat), or
2. Appear to land on 5x the wild symbol.
In both cases, the game crashes immediately upon display of the incorrect game outcome, with the amount
won field showing an erroneous text string (e.g.: "N A N.00"), the player's account balance field showing zero
"0.00", and the rainbow bar (on the left-hand side of the screen) highlighted to indicate that the reels are still
Symptoms: active. At this point, in order to continue game play, the player is forced to close and restart the game.
(full description)
The reported instances of this anomaly occurring are as follows:
1. Wheel of Fortune game,
29/10/2012 (occurred at approximately 18:45, reported at approximately 19:30)
2. Monopoly game,
While the anomaly was initially reported on 29/10/2012 by one player, and 16/11/2012 by another player,
these reports did not include sufficient information to allow BCLC to link the reports and / or confirm the.
nature of the anomaly. In each case, it was believed at the time to likely be the result of a failure on the
player's computer, such as a browser crash / freeze. It was not until the report of the incident occurring on
18/11/2012 and 20/11/2012, where additional detailed information was submitted by the single affected
player, that BCLC was able to link the reports and confirm that the anomaly was in fact the result of an issue
with the Openbet software.
Last year, more than $1 billion generated by BCLC gambling activities went back into health care, education and community groups across B.C.
CS Case information:
Player Information-
Name:
Case #:01324257
Date Created: 16/11/2012
Gaming Channel: eBusiness
Brand: eSlots .
Category: Software/System
Detailed Information:
Subject: PlayNow - eCasino - Monopoly 9 Line
Description: Player called in questioning what happened to her last spin when playing Monopoly 9 Line.
Agent ID'd - Passed
Player said that 5 wild cards came up across the top line, the screen and reels froze, but said that she had won. Player
also seen "N A N.00" across the top of the game. She also then seen that she had a $0 balance.
Agent advised player she would look into it and call player back.
Agent called player to advise she was going to forward this onto LINV for them to look into the backend of the game.
Player is at work until 3pm today ais'22 and then she can be reached at home55"22
Template Questions:'
Date/Time of Technical Difficulties: 9:15am November 16/2012
Game Name(s): Monopoly 9 Line
Ticket Number(s):
Operating System w/ version: Windows 7
Web Browser w/ version: Internet Explorer
Connection Type w/ provider: Wireless Connection
Flash w/ version: Yes
Error Code/Message Received: Game Froze when player had win.
Screen Shot Attached (Y/N): No
Thank you,

T 1-866-815-0222 F 250.828.5646
consumerservices(5>bclc.com
bclc.com
If this has been sent to you in error please contact Consumer Services at local 5532.
ref:__00D80bj6y._500C0NOxZW:ref
From: Maria Fadda
Sent: Friday, November 16,2012 05:05 PM
To: Lotterylnv
Cc: Ross Alderson; Dwayne Cebryk; Rob Stratford; Courtney Robinson; Brad Romano
Subject: RE: Monopoly Technical Difficulties - Case # 01324257 [ ref: _00D80bj6y._500C0NOxZW:ref ]
Hi Courtney,
Thanks for escalating this issue. At this time we suspect this is a display issue isolated to this players system
configuration. If this is reported by a different player over the weekend we will need to escalate to OpenBet.
At this time it is important we stress that the outcome being recorded in the transaction history is the correct outcome
and that her funds are not being affected. Please apologize for the display issue and assure her he will look into it.
There is a way for her to easily provide several pieces of information that will help us investigate further. It's by running
msn autocare and then submitting the aclog.txt file that is provided when the application is finished. However, I'm not
sure if we're able to ask her to run this program. Also, I can't run this program so I can't provide the list of data for her to
submit. If she can submit additional info please forward to OpenBet. In the interim, we can ask her to use a browser
other than IE to see if that alleviates the issue.
Thanks very much for your help with this. Hopefully if s an isolated case.
Maria
From: noreply@salesforce.com j"mailto:noreply@salesforce.com] On Behalf Of BCLC Lottery Investigations

To: Maria Fadda; Brad Romano
Cc: Ross Alderson; Dwayne Cebryk; Rob Stratford; Courtney Robinson
Subject: Monopoly Technical Difficulties - Case # 01324257 [ ref:_00D80bj6y._500C0NOxZW:ref ]
Hi Brad and Maria,
This case was escalated to you via FYI email from Consumer Services and Pm wondering if you can provide
some context as to whether you feel this is a flash issue on the player's end or something encrypted in the
game. It's noted that this happened to this player twice today, the second time being captured with a screen shot
(see attached). I've also attached what was logged in the back end of OpenBet to compare. The game is still
open.
I've copied my team as a FYI in the event we receive similar instances.
Thanks in advance,
C.
Courtney Robinson

T 250 852 -5281 C 250 819 5763 F 250 828 5693
Connect with us:

Thanks,
-Rob.
From: Ross Alderson

Sent: Friday, November 16, 2012 5:20 PM
To: Maria Fadda; Lotterylnv
Cc: Dwayne Cebryk; Rob Stratford; Courtney Robinson; Brad Romano
Subject: Re: Monopoly Technical Difficulties - Case # 01324257 [ ref:_00D80bj6y._500C0NOxZW:ref
Thanks maria, appreciate the prompt and detailed response

Ross Alderson
BCLC Corporate Security
Vancouver, BC
From: Rob Stratford
S e n t : M o n d a y, N o v e m b e r 1 9 , 2 0 1 2 11 : 0 5 A M
To : R o s s A l d e r s o n ; M a r i a F a d d a ; L o t t e r y l n v
Cc: Dwayne Cebryk; Courtney Robinson; Brad Romano
Subject: RE: Monopoly Technical Difficulties - Case # 01324257 [ refL00D80bj6y..
500C0NOx2W:ref]
Hi Maria,
This looks very similar to an issue that Dwayne encountered recently... but with a different game.
SF case515(1)(l) player5,22 reported that on 29-Oct - around the time we had an outage
- he was playing Wheel of Fortune 20 line slots. On two occasions, the top line displayed 5 of a kind but did not payout.
Player provided screen shots which are of poor quality. (See below) He has agreed to try to provide higher resolution
shots, but in the images we have, we can see that the top line is displaying 5 of a kind and the player is not in demo
mode.
In the first image, player has 5 bonus wheel icons displayed across the top line. (He states this Occurred on29-Oct at
18:52 -though OpenBet shows he finished playing WoF at 18:43.)
In the second image, player has 5 ring icons displayed across the top line.
From: Rob Stratford
Sent: Wednesday, November 28,2012 10:22 AM
To: Dwayne Cebryk
Subject: FW: [OB JIRA]S 15(1)0 (Incident) Player viewing 5 of a kind across the top line of
Wheel of Fortune Slots - OpenBet not recording the apparent win
From: David Williams (via JIRA) frnailto:jiraOonenbet.coml

Sent: Monday, November 26, 2012 3:12 PM
To: Rob Stratford
Subject: [OB JIRA]S 15 (Incident) Player viewing 5 of a kind across the top line of Wheel of Fortune Slots
OpenBet not recording the apparent win
s
Sils David Williams assigned Lp* 15(1 W) to Catherine McGuiness
Player viewing 5 of a kind across the top line of Wheel of Fortune Slots
Hi Catherine,
I helieve Wheel Of Fortune slot uses the same is. 15(1)(l)

Jtiioase me laiesi version
to deploy on BCLC please?
Thanks,
David
Change By: David Williams (26/Nov/12 11:10 PM)

Assignee: Vassilis Chardaliac Catherine McGuiness
This message is automatically generated by JIRA.

if you think it was sent incorrectly, please contact your JIRA administrators.
For more information on JIRA, see: http://vVww.aHa8slan.com/software/iira
From: Rob Stratford
Sent: Wednesday, November 28,201210:21 AM
To: Dwayne Cebryk
Subject: FW: [OB JIRA]s 15<1 )0 (Incident) Player viewing 5 of a kind across the top line of
From: Courtney Starheim (via JIRA) rmallto:i.ra@openbet.comj

To : R o b S t r a t f o r d .
Subject: [OB JIRAf (Incident) Player viewing 5 of a kind across the top line of Wheel of Fortune Slots
s_ff
B m Courtney Starheim commented on L|? 15(1 W)

Player viewing 5 of a kind across the top line of Wheel of Fortune Slots -
Op..'!?4 not: recording the apparent wm
Hello,
Please see alsos 15(1 W) which appears to be the third report of this.
Thank you,
Courtney Robinson

If you think it was sent Incorrectly, please contact your JIRA administrators.
For more information on JIRA, see: http:ZAyww.atlassian.ccm/software/ilra
From: Rob Stratford
To: Dwayne Cebryk
Subject: FW: [OB JIRA;5 15(1)(i) (Incident). Player viewing 5 of a kind across the top line of
From: Rob Stratford

Sent: Wednesday, November 28, 2012 10:21 AM
To: Dwayne Cebryk
Subject: FW: [OB JIRA]S 15(1)(l) Incident) Player viewing 5 of a kind across the top line of Wheel of Fortune Slots
From: Courtney Starheim (via JIRA) fmailto:iira(g)openbet.com1

Sent: Friday, November 23, 2012 4:13 PM
To: Rob Stratford
Subject: [OB JIRA]S 15(1 )(l) [Incident) Player viewing 5 of a kind across the top line of Wheel of Fortune Slots
B Courtney Starheim commented on [? 15(1)(l)
OpenBet not^recording ê apparerrt win
Hello,
Please see also s 15*1 W) which appears to be the third report of this.
Thank you,
Courtney Robinson
L This message is automatically generated by JIRA.

If you think it was sent incorrectly, please contact your JIRA administrators.
For more information on JIRA, see: http://www.aHassian.com/software/iira
From: Rob Stratford
S e n t : W e d n e s d a y, N o v e m b e r 2 8 , 2 0 1 2 1 0 : 2 2 A M
To : Dwayne Cebryk
Subject: FW: [OB JIRA] s 15(1 )(i) (Incident) Player viewing 5 of a kind across the top line of
From: Matthew Bell (via JIRA) [mailto:iira@openbet.com1

Sent: Tuesday, November 27, 2012 7:11 AM
To: Rob Stratford
Subject: [OB JIRA]S 15(1W> (Incident) Player viewing 5 of a kind across the top line of Wheel of Fortune Slots
OpenBet not recording the apparent win .
=
n0
s Matthew Bell assigned lp to Catherine McGuiness

P!lBt (lot recording the apparent win
Hi Catherine,
This is the same issue as the one discovered in Monopoly in the mentioned tickets, and the fix also applies to
this game.
The issue can be recreated by s- 15CW)
The latest version of Wheel Of Fortune, 3.7.11, contains the fix. Can this be released?
Thanks,
Matt
Change By: Matthew Bell (27/Nov/12 3:08 PM)

Assignee: Matthew-Bell Catherine McGuiness

If you think it was sent Incorrectly, please contact your JIRA administrators.
For more information on JIRA, see: http://www.atlasslan.corn/software/iira
|!BLua ei|) a)8|ap
pue A|9jB!paujujj japuas au.] Ajgou ase9|d '.lojja ui piua s.iqj paAjaoaj aAeq noA j| -uojssiiujad $,0108 jnoifliM pasojosjp
aq jouueo \Bi]} uorjeuijoju! Ajejaudojd jo iBijuapijuoo uiejuoo Aeui }\ -aassajppe euj joj Aiuo pQpua]ui sj fieuja sft/1
o The "specific network communication conditions" which cause the anomaly to manifest have not been detailed
however these conditions are described as occurring intermittently.
I relate back to what would occur in the land-based slot world should this have occurred repeatedly on a slot
machine. That game would have been taken out of service and the software would have been revoked. The game could
be returned to service only on completion of an upgrade to the software or hardware that caused the malfunction.
Please arrange to have the two games suppressed until such time as the fix has been tested, GPEB has certified the fix,
and the games have been properly QA'd. I am fully cognizant of the impact or suppressing both of these popular games.
Please let me know if you have any further questions or concerns.
Steve Lefler, cpp

Director/Deputy Registrar
Certification and Game Integrity
P.O. Box 9202 Stn Prov Govt,
Victoria, B.C. V8W9J1.
Phone Off. 250 356-6166, CelL 250 514-9420
Fax 250 356-0782
email: Stephen. LeflerOgov.bcca
Website: www.Dssg.gov.bc.ca/gaming
*** CONFIDENTIALITY NOTICE***

*** "THIRD PARTY RULE" - This information must not be shared or disseminated without the authority of the sender. This
communication may contain privileged or confidential information. If you have received this message In error or are not the named
recipient, please immediately notify the sender and delete the message from your mailbox and trash without copying or disclosing
THIRD PARTY RULE APPLIES. ***
From: Bryon Hodgkin [mailtoiBHodakin^BCLCcoml

To: Lefler, Stephen C MEM:EX; Nicholson, David MEM:EX
Cc: Noah Turner
Subject: FW: Slot Issue - Wheel of Fortune IDR
Hi Steve/Dave: Please find attached IDR for your review and decision. Thanks.
Bryon
Bryon Hodgkin
Director Operational Compliance
Corporate Security & Compliance, BCLC

74 West Seymour Street Kamloops, B.C. V2G 1E2
T 250 828 5684 C 250 819 9720 F 250 828 5693

bhodakln@bclc.com
bclc.com
From: Bryon Hodgkin
Sent:. Wednesday, November 28,2012 3:33 PM
To: Ross Alderson
FYI. Noah has directed the games come down in compliance with GPEB's direction.
Bryo
Bryon Hodgkin
Director Operalional Compliance
Corporate Security & Compliance, BCLC

74 West Seymour Street Kamloops, B.C. V2C 1E2 -
T 250 828 5684 C 250 819 9720 F 250 828 5693
bhodakin@bclc.com
bclc.com
From: Lefler, Stephen C MEM:EX fmailtQ:Stephen.Lefler@aov.bc.ca]

Sent: Wednesday, November 28, 2012 3:19 PM
To: Bryon Hodgkin; Nicholson, David MEM:EX
Cc: Noah Turner
Subject: RE: Slot Issue - Wheel of Fortune IDR
Thanks for your report.
Given the extreme results of the anomaly (game crash) and the requirement of a player being forced to close and restart
the game, GPEB had decided that both games should be suppressed until a fix has been applied and that fix must be
tested by the ATF prior to launch. There are several reasons for this decision:
0 The cause of the anomaly has been identified as residing in the flash software for these two identified games. A
fix is currently in the process of being developed.
o | disagree With the characterization that this is an "extremely rare" circumstance. It has been reported 4 times
over a period of 18 days. While these may be the only reports received, it is quite conceivable that one or more
players experienced the same catastrophic game crash and required restart due to this anomaly and simply
restarted the game without reporting the matter. Additionally, these reports are clustered in a very short time
frame (based on the number of games played to date), possibly indicating a recent systemic change.
Irrespective of the proper game outcome (back office history) and the player history, the incorrect display of the
game outcome, erroneous text string, and more importantly, the zeroing of the player's account balance erodes
the confidence that a player has that the game is operating with integrity.
o Provided we are speaking about the same game/version, it appears that the Monopoly game anomaly occurred
very shortly after launch for the newest version of the game. Certification was granted November. 7th 2012. I
am unaware of the actual launch date however the anomaly occurred a little over a week later on the morning
of November 16^.
o While the anomaly may not impact actual payouts, it does impact more than just the game artwork as stated,
the game crashes.
From: Ross Alderson
S e n t : W e d n e s d a y, N o v e m b e r 2 8 , 2 0 1 2 4 : 1 0 P M
To : C a m e r o n D o d s o n ; . C o u r t n e y R o b i n s o n ; D w a y n e C e b r y k ; R o b S t r a t f o r d
Attachments: IDR-2012-020 vl l.pdf
FYI
If you have open files relating to this you can close them.s 17(1,(d) Please see GPEB
comments beldW and copy of IDR which went to GPEB
You can advise each of the 3 affected players the following in an email.
"BCLC acknowledge that there has been a connection issue relating to the difficulties you have encounter. This has
resulted in an anomaly being displayed on your screen. BCLC have confirmed the issue does not affect the game or prize
result however we acknowledge that the issue has caused anxiety as to the game itself. As a result the game has now
been taken off PlayNow.com so the issue can be resolved. We apologize for any delay in reaching a resolution however
the integrity of our games to ensure customer confidence is paramount and we wanted to be satisfied we had identified
the issue. BCLC acknowledges that although no prize amount was affected, that this issue has inconvenienced you and
as a result17(1)(d) Again we apologize for the inconvenience and
thank you for bring this to our attention."
I also just made the following comments to Manager eGaming Operations in an email.
/ agree, as I have previously mentioned GPEB do take these PlayNow game issues very seriously and we need to address
them quickly so it does not look like we are avoiding a fix. I know we are not but the process needs to be quicker. Steve L
has some valid points and we need to keep their confidence as it has a flow on effect, eg other jurisdictions. It would look
a lot better if we identified an issue, took game down and resolved, rather than our regulator instructing us to do so. I
tried to re-iterate that to eSports guys too. If we have any more of these bets incorrectly displayed, GPEB could also ask
for eSports to be pulled. I am going to recommend to my guys to s 17(1 )(d) for êjr
inconvenience and stress that the issue did not affect the gameplay.
Thanks for your hard work on these files
Ross Alderson
Acting Manager Lottery Security/eGaming

BCLC, 2940 Virtual Way, Vancouver, BC, V5M 0A6
T 604 225 6382 C 604 828 2293 F 604 225 6488
Connect with us:

Twitter @BCLC | Twitter @BCLCGameSense J YouTube | Blog | bclc.com
community groups across B.c;
raldersbn@bclc.com
ref:_00D80bj6y._500C0MdVO0:ref
Related Content:
Last Modified:
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e-gaming
Subject: Email: RE: PlayNow Account [ ref:_00D80bj6y._500C0MdVO0:ref ]

Task: 1
Due Date: 09/11/2012
Comments:
Additional To:s-22
CC:
BCC:
Attachment:
Subject: RE: PlayNow Account [ ref:_00D80bj6y._500C0MdVO0:ref ]

Body:
Hl s.22
I am reviewing your query of prize win during your Wheel of Fortune play 2012-10-29. Thank you for
sending the screen shots. Unfortunately the images are very small and when the view is enlarged the
image is too distorted to make out any detail in the photo. Would you have the screen shots in higher
resolution?
Also could you please provide as much detail as possible on what you were playing leading up to the
Wheel of Fortune play - how many spins / how long were you playing Wheel of Fortune when you
received the same 5 pictures. What you account balance was and the amount of each wager when you
received the 5 images. Any other detail will be of great benefit to my review.
Thanks
Dwayne
(D.M. Cebryk) egaming
Investigator
BCLC Corporate Security & Compliance
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Thanks
Dwayne
e-gaming

Task: 1
Due Date: 16/11/2012
Comments:
Additional To:s-22
CC:
BCC:
Attachment:

Body:
Good Mornings- 22
This email is follow up to my phone call to you this morning. I note you had contacted our Consumer
Services requesting an update on your file. I had forwarded an email to you 2012-11-09 asking if you
had the screen shot in a higher resolution as the copy I received was not clear enough to utilize.
If you have the screen shot and can increase the resolution in the copy you send can you please re-send
the screen shot to me.
Thanks
Dwayne
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BCLC acknowledges that although no prize amount was affected, that this issue has inconvenienced you
and as a result we have credited $75 in tokens to your PlayNow.com account.
Again we apologize for the inconvenience and thank you for bring this to our attention.
This will conclude your file.
Thanks
Dwayne
e-gaming

Task: 1
Due Date: 21/11/2012
Comments:
Additional To:s-22
CC:
BCC:
Attachment:

Body:
m s.22
I was wondering if you have had any luck in forwarding better photos of the screen shot from your
computer as discussed last Friday?
Also to let you know I am working with our technical support regarding this matter as well, so if you can
forward clearer photos it would be of great assistance.
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process and at this time I do not have a timeline as to when their investigation will be completed. Once
I receive any updates from them I will pass it onto you.
Thanks
Dwayne
e-gaming

Task: 1
Due Date: 29/11/2012
Comments:
Additional To:s-22
CC:
BCC:
Attachment:

Body:
Good Mornings-22
I have received a response from our technical support team regarding the issue you reported.
BCLC acknowledge that there has been a connection issue relating to the difficulties you have
encounter. This has resulted in an anomaly being displayed on your screen.
BCLC have confirmed the issue does not affect the game or prize result however we acknowledge that
the issue has caused anxiety as to the game itself. As a result the game has now been taken off
PlayNow.com so the issue can be resolved.
We apologize for any delay in reaching a resolution however the integrity of our games to ensure
customer confidence is paramount and we wanted to be satisfied we had identified the issue.
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Body:
Hi s.22
I did receive one of the photos which is much clearer - thanks very much. I know you had initially sent
two photos which showed the "Wheel of Fortune" wheel which is what you had sent and there is
another photo which appears to be the rings but I am not sure. So if you could resend the 2nd photo as
well that would be greatly appreciated.
As I mentioned to you I am working with our technical support on this matter. As I receive information
from them I will follow up with you.
Thanks again
Dwayne
e-gaming

Task: 1
Due Date: 29/11/2012
Comments:
Additional To?-22
CC:
BCC:
Attachment:

Body:
Good Morning s-22
I received your message from Consumer Services. As I indicated last week the matter you reported was
forwarded to our Technical Support team who are investigating this matter. This can be a lengthy
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Web Information:
Contact Roles:
Name:
Title:
Role:
Account Location:
Email:
Phone:
Fax:
Mobile:
Description:
Activity History:

Task: 1
Due Date: 06/11/2012
Assigned To: Pennie Visser
Comments:
Subject: Email: RE: PlayNow [ ref:_00D80bj6y._500C0MdVO0:ref;

Task: 1
Due Date: 23/11/2012
Comments:
Additional To^-22
CC:
BCC:
Attachment:
Subject: RE: PlayNow [ ref:_00D80bj6y._500C0MdVO0:ref ]

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Investigator BCLC Security
29 Nov 2012
Concluded here. This was reported to GPEB via Sect 75 IDR report on Nov 28th
R.Alderson
Police Information:
Police File #:
GPE Information:
Exhibit: Location:
Subject: Problems with Slots
Description: Hello,
Please see below for integrity concern. Player saw things on screen during the technical difficulties we
had on Oct 29. We forwarded to ELG but they have requested that we forward to Security.
Thank you.
Pennie Visser
Consumer Services
Agent ID'd - passed.

Agent explained we are having technical difficulties and this slots error has been escalated to our
technical department.
Player is seing 5 bonus straight across and flashing bonus. Jackpot was up to $21, now showing as zero
and now cash balance is also showing as zero. Player never had this happen before. Player took pictures
of the screen if we need to see them.
Wheel of Fortune.
Player wishes to be contacted by phone to know if he won a prize or not.
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Writer noted Case Comments -s-22 had forwarded clearer photo of the screen shot, same attached
to SF File 01302614. Writer has attached the copy to Related Content on this file. Writer has forwarded
an email tos-22 @ his alternate email address ofs-22 - copy attached. Writer
requested a copy of the other photos that were sent. Once all clear photos are received writer will add
them to the Jira File.
2012-11-26
Writer attached the clear photo received from s 22 to the Jira file. It should be noted thats-22
has not forwarded any other photos to writer.
SUI
2012-11-29
Writer noted updated Case Comments. Email forwarded tos-22 providing update - Copy attached.
As writer does not have access to JIRA e-gaming investigator Rob STRATFORD assisted with opening the
JIRA file - all email updates from JIRA forwarded to writer - same attached to Related content.
Writer received copy of IDR forwarded to GPEB - Copy attached to Related Content
Writer received email from e-gaming Manager Ross ALDERSON regarding this matter. Copy of email
attached to Related Content. Writer has been directed to issue $75.00 in tokens tos-22 The
technical review of this matter concluded there was a connection issues which caused the issue
reported and noted in this file. The connection issued resulted in an anomaly being displayed on the
player's screen. This issue did not affect the game and or any winnings. The game has been pulled
from PlayNow.com until the matter is resolved.
Email template has been provided in the email from Mr ALDERSON.
Email forwarded tos-22

$75.00 in tokens applied tos-22 PN account.
N.F.A.R.C.H.
FILE CLOSED
(D.M. Cebryk) e-gaming

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his friend send the photos. Writer explained the resolution was not clear enough for the photos to be
analyzed. s-22 advised he is not very knowledgeable about computers and will have his friend assist
him again. Writer advised s-22 that if they are having problems sending the photos to contact CS
and request a secure link perhaps that will work for obtaining the photos.
s-22 indicated when he was playing Wheel of Fortune he had made 3 $.40 wagers and on the third
wager he received the 5 Wheel of Fortune symbols - at that time the game froze and he called CS. CS
recommended he take a photo of the screen because the BCLC site had gone down - CS also advised
s-22 that they could only see 2 $.40 wagers and not three.
s-22 advised he does not gamble very much and is still learning how the various games work. He
did comment to the writer that he was not even sure if he had won anything.
Writer advised at this point it is important to receive the photos so they can be analyzed.
s-22 further indicated he had not received the writer's email message from 2012-11-09 - He had not
checked his gmail account to see if he had received the email sent today. Writer advised the emails
were sent to his gmail account which is associated to his PN account. Writer advised that could be the
reason he is not able to send email as there could be an issue with the email address.
s-22 advised he would attempt over the weekend to forward the photos to the writer.
2012-11-19
To date writer did not receive any photos from s 22 as noted above.
E-gaming investigator Rob STRATFORD assisted writer in sending an email regarding this issue to Maria
FADDA - E-Gaming Product Specialist - copy of email attached to Related Content. This is a similar issue
as SF File 01324257 being investigated by Courtney ROBINSON.
2012-11-20
Ms. ROBINSON suggested writer open a Jira File regarding this matter. Jira file opened File - BCL- 7620
refers. It should be noted the Jira file linked to Ms ROBINSON's investigation is BCL - 7617
2012-11-21
E-mail forwarded to s-22 updating him on the investigation and to determine if he is able to
forward a.better photo of the screen shot. Copy attached.
2012-11-23
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LINV Notes:
7 Nov 2012
Hi Dwayne. Pis review screen shots to determine if player has right to compensation, thnx Ross
REPORTED:
Player reports winning a prize playing wheel of fortune but not receiving same
ACTION TAKEN BY BCLC SECURITY:
2012-11-09 -
Writer reviewed PN account and noted there are only two wagers of Wheel of Fortune where the player
indicates he won two seperate prizes. There is nothing in OpenBet that is remotely similar to what the
player is reporting he has seen on his computer.
Writer and Rob STRATFORD reviewed the screen shots provided by the player how ever the images
were to small to make out any detail. When the image is enlarged the distortion does not allow for any
detail to be viewed. Writer forwarded an email tos-22 requesting aimages with higher resolution
and to provide further detail regarding the wins. Copy of email attached.
It should be noted writer and Rob STRATFORD reviewed Wheel of Fortune on Demo mode and noted
that when there is a win there is a line that runs from left to right across the screen and the prize
amount is displayed in the appropriate box on the left of the play area. In the screen shots provided by
s-22 these two things are not visible in the photos.
Writer will follow up whens-22 provides response to the email.
2012-11-16
Writer noted recent Case Comments. Clearly5-22 has not repsponded to the email forwarded
2012-11-09 requesting the screen shots in a higher resolution. Writer will resend the email - copy
attached - requesting a better screen shot and also place a note on Case Comments should
s-22 contact CS for an update. Writer called s-22 no answer message left for him to provide
better photos of screen shot if possible.
1130 hrs - Writer received a call back from s 22 regarding this matter. s 22 advised he had
taken photos of the screen with his I - Phone and the photo is clear. s-22 indicated he is having
problems sending the photos to BCLC and is getting an error message. s-22 confirmed that he had
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Case: 01309878
Case Information:
Case Owner: Dwayne Cebryk Priority: Medium
Status: Closed
Date/Time Assigned to Investigator: 07/11/201210:06:00 AM
Contact Name: s-22
Middle Name: s- Phone:
Common First Name: Mobile: s22
DOB: s 22 Email:822
Account Name:s22
Invalid:

Agreement #:
Gaming Channel: eBusiness Brand: eSlots
Book#:
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I'm in the process of obtaining information regarding the technical issue as well as confirming details
regarding your participation in the tournament. At this point, it has been confirmed that the issue that
occurred during the tournament did not affect all players and as such the tournament continued
without some of the participants.
I would like to ask for your continued patience while I continue with my investigation. I will provide you
with an update once information becomes available to me.
Best regards,
Rob Stratford
rstratford @ bclc.com
www.bclc.com
ref:_00D80bj6y._500C0Mb6no:ref
Related Content:
Last Modified:
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As you have already received $55.80 for your 8th place finish, the difference remains $88.58. I have
therefore posted $88.58 to your PlayNow.com account.
Again, I apologize for the delay in getting this issue resolved. Your patience has been greatly
appreciated.
Best regards,
Rob Stratford
rstratford@bclc.com
www.bclc.com
ref:_00D80bj6y._500C0Mb6no:ref
Subject: Email: BCLC PlayNow - Update Regarding ePoker Tournament Interruption [

ref:_00D80bj6y._500C0Mb6no:ref ]
Task: 1
Due Date: 18/10/2012
Comments:
Additional To:s-22
CC:
Attachment:
Subject: BCLC PlayNow - Update Regarding ePoker Tournament Interruption [

Body:
Hj s.22
I wanted to follow up on the issue you reported regarding being unable to finish the $1,500 GT
tournament on October 8.
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Subject: Email: BCLC PlayNow - ePoker Session Interruption Resolution [
Task: 1
Due Date: 26/10/2012
Comments:
Additional To:s-22
CC:
Attachment:
Subject: BCLC PlayNow - ePoker Session Interruption Resolution [ ref:_00D80bj6y._500C0Mb6no:ref ]

Body:
HS-22
I apologize for the delay in getting this issue resolved for you. Certain information was required to
complete our investigation, and that information had to be requested.
The technical issue that occurred on October 8 was unfortunate. However, it should be noted that the
PlayNow.com Player Agreement states:
8.04 Limitation of Liability
You agree that BCLC may only be held liable in the event of a technical malfunction caused solely by a
failure of the Computer Systems and in such case, BCLC's liability shall be limited to the amount you
wagered or paid to participate in the game in question and your sole remedy is to be reimbursed for
such amount. You agree that BCLC shall not be liable under any other circumstances for any amount.
For those affected who won an amount greater than what they paid to play, the player would receive
the winnings in place of the refund. However, I am in agreement that your case warrants an exception.
While we cannot pay out a player a 4th place prize for a tournament that they were unable to finish
(regardless of the reason), we can in this case award you an appropriate share of the total prize pool for
the tournament you were entered in based on your chip count at the time of the incident.
At the time the issue occurred, I have confirmed that your chip count was 17,325. This is 9.625% of the
total chip count of the tournament. (The total chip count for the tournament was 180,000.) The total
prize pool for the tournament was $1,500. 9.625% of the total prize pool is $144.38.
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from agents and G2. Player is upset that he was advised he would be contacted and was not until he
made comments in chat.
Thank you
Customer said he was 4 in the tournament $1,500 GT (560949)

when the server whe down.
Customer was paid for the 8th position. A difference of 111.6 $
Please investigated why customer lost position when everyone was suppose to be kick out of the
software.
Web Information:
Contact Roles:
Name:
Title:
Role:
Account Location:
Email:
Phone:
Fax:
Mobile:
Description:
Activity History:

Task: 1
Due Date: 16/10/2012
Assigned To: Leslie Jonsson
Comments:
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is $144.38. s-22 had already been awarded $55.80 for his 8th place finish. The difference of
$88.58 has been posted tos-22 PlayNow account as a manual adjustment.
- Email sent to s-22 explaining BCLC's policy (8.04 Limitation of Liability from the PlayNow.com
Player Agreement), but advising that an exception has been made to award him his share of the total
prize pool based on his share of the total chip count at the time of the incident.
Case concluded.
-RStratford.
29-Oct-2012
.s.22 responded acknowldeging he is satisfied with the outcome.
Case concluded.
-Rob Stratford.
BCLC Security
29 Oct 2012
R.AIderson
Police Information:
Police File #:
GPE Information:
Exhibit: Location:
Subject: Tournament issues
Description: Hello
Player is questioning integrity of site and the outcome of the tournament he was kicked out. Please see
case comments and emails on case. Player is sending in screen shots and there are several comment
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LINV Notes:
17-Oct-2012
- Player8-22 reported that he had been participating in a poker tournament
on 08-Oct-2012 when our system had technical problems that prohibited8-22 from completing
the tournament. Despite being unable to finish,8-22 finished in 8th position, winning $55.00
on a $22 registration. 8-22 states that at no fault of his own, he dropped from 4th place to 8th
and should be entitled to a larger share of the prize pool.
- Investigator confirmed thats-22 was registered for the tournament, but due to internal
software issues could not confirm player's chip count or how much of the tournament he completed
before the system error.
- Investigator contacted B.ROMANO (eGaming Product Manager) to confirm if other BCLC players were
able to continue to play while some could not. ROMANO confirmed that only some BCLC players were
affected and that G2 (ePoker Service Provider) could not access the tournament to stop it when the
issues were first reported. ROMANO has not received the full incident report to determine what
happened.
- Email sent to G2 inquiring about the tournament and8-22 participation in it:
*8-22 chip count at the time of the issue
* The total chip count for the tournament
* The total prize pool for the tournament
- Depending on G2's response, Investigator may award s-22 additional compensation for his
partipation in the tournament.
- Email sent to8-22 , advising the issue is being investigated and that an update will be
forthcoming.
-Rob Stratford.
BCLC Security
23-Oct-2012
- Response received from G2, advising that this information should be requested from Moncton.
(Response received 19-Oct)
- Email sent to Moncton, requesting details as outlined above.
-RStratford.
26-Oct-2012
- Email received from8-22 requesting an update.
- Email received from Moncton, confirming8-22 had a chip count of $17,325 at the time his
service was interrupted. The total chip count for the tournament was $180,000, so s-22 share
was 9.625%. Moncton confirmed that the total prize pool for this event was $1,500. 9.625% of $1,500
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Case: 01288252
Case Information:
Status: Closed
Contact Name: s 22
Middle Name: s Phone: s 22
oo
DOB: s22 Email:822
Account Name:s 22
s.22

Agreement #:
Product: Other Ticket Control #:
Book #:
LINV Sub-Category Details: Prize Dispute
lof7
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Courtney Starheim

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Connect with us:

Twitter @BCLC| FacebookBCCasinos | Blog | bclc.com
ref:_00D80bj6y._500C0LH42z:ref
Related Content:
Last Modified:
30 of 30
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Courtney Starheim

T 250 852 5281 F 250 828 5693
Connect with us:

Subject: Email: PlayNow.com Sports - Case 01249590 [ ref:_00D80bj6y._500C0LH42z:ref ]

Task: 1
Due Date: 12/09/2012
Comments:
Additional To:s-22 .
CC:
BCC:
Attachment:
Subject: PlayNow.com Sports - Case 01249590 [ ref:_00D80bj6y._500C0LH42z:ref ]

Body:
Hello822
Please consider this email in follow up to your latest correspondence with Consumer Services on
September 11, 2012. I am currently investigating your account and will contact you back once more
information is available to address your concerns.
Best Regards,
29 of 30
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per the outcome of the wagers the settlements should be settled as a loss, we recognize the
circumstances surrounding the settlements and your overall customer service experience has been less
than ideal.
Please accept this gesture of good faith as our appreciation of your patronage. Should you wish to
discuss this matter in greater detail I can be reached by return email or at the direct telephone number
listed below.
Best Regards,
Courtney Starheim

T 250 852 5281
Connect with us:

Original Message
From: BCLC Lottery Investigations [lotteryinvestigations@bclc.com]
Sent: 12/09/2012 3:44 PM
To:8-22
Subject: PlayNow.com Sports - Case 01249590 [ ref:_00D80bj6y._500C0LH42z:ref ]
Hello8-22
Please consider this email in follow up to your latest correspondence with Consumer Services on
September 11, 2012. I am currently investigating your account and will contact you back once more
information is available to address your concerns.
Best Regards,
28 of 30
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Advised would forward for review and contact back once update provided
Template Questions:
Date &. Time of Contact: 2012-09-10 approx 12:15 PM
Bet Details (Game/Event/Market etc): NFL Pittsburgh Steelers at Denver Broncos over/under and MLB
LA Dodgers (J Blanton) at San Francisco Giants (B Zito) over/under
Bet Receipt Number: O-0044365/0000377 and O/0044365/0000378
Thank you,

T 1-866-815-0222 F 250.828.5646
consumerservices@bclc.com
bclc.com
Subject: Email: RE: PlayNow.com Sports - Case 01249590 [ ref:_00D80bj6y._500C0LH42z:ref ]

Task: 1
Due Date: 13/09/2012
Comments:
Additional To:8-22
CC:
BCC:
Attachment:
Subject: RE: PlayNow.com Sports - Case 01249590 [ ref:_00D80bj6y._500C0LH42z:ref ]

Body:
Hello8-22
I have discussed this matter with our PlayNow.com Sports team and it was decided that the wager in
question will be voided. A total of $830.00 has been returned to your account this morning. Although
27 of 30
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Consumer Services Case Details:
Player Information:
Name:8-22
Phone Number:s-22
Case #: 01249590
Brand: eSports
Category: Information
Subject: Late Settlement
Description: Hello
Player is questioning integrity of website and the outcome of his wagers Please see all case comments in
this case and case 1248731. Player is demanding to speak with someone regarding his concerns. Both
tickets that are being disputed are listed in Template field.
Your assistance is greatly appreciated
Thank you
Leslie
Player wants to know why won of his wagers has not been settled when his father placed a wager on the
save event and his has already been voided
Agent I'd: Passed
Advised that we did experience a few more technical difficulties last night and our Sports team is
working to get everything settled
Player just wants to know why his dad's was voided and not his
States that either both should've been refunded or both should have been accepted
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BCC:
Attachment:
Subject: Late Settlement - Assistance Requested - Case # 01249590 [ ref:_00D80bj6y._500C0LH42z:ref

]
Body:
Hi Greg, James, and Daniel,
This case has been escalated to LINV as per the player's transaction dispute.
Prior to contacting him, I'd like to ask for your input and clarification as I have yet to identify any
compliance issues with the settlement. I am prepared to contact him to advise him as such; however, as
he has requested to be contacted by phone I'd like to know if this something you'd prefer to address
with him. CS has advised this player's stake factor has been decreased and his concern appears to be
related to this settlement being different then a previous settlement when his stake was voided.
Any information pertaining this matter is appreciated as the narrative between the sports team, CS, and
Paddy spans over several cases and isn't entirely clear.
Case details as provided by CS are outlined below.
For your reference, I've included the last correspondence from Paddy on 10-Sep-2012 which is logged
on Case 01248389:
This customer placed the bet only yesterday and was settled after the match finished so he had to wait a
maximum of 3 hours. I do not know what his 'friend' has placed but this bet is settled correctly as a loser
despite the fact that the customer took advantage of prices not updating to massively increase is
chances of winning. If is bet had of been a winner it would have been voided or settled with a much
smaller return
Best Regards,
C.
Courtney Starheim

T 250 852 5281 C 250 819 5763 F 250 828 5693
Connect with us:

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Template Questions:
Date & Time of Contact: 2012-09-10 approx 12:15 PM
Bet Receipt Number: O-0044365/0000377 and o/0044365/0000378
Thank you,

T 1-866-815-0222 F 250.828.5646
bclc.com
Subject: Email: Late Settlement - Assistance Requested - Case # 01249590 ['

ref:_00D80bj6y._500C0LH42z:ref ]
Task: 1
Due Date: 12/09/2012
Comments:
Additional To: DHannigan-Daley@bclc.com; GPaolini@bclc.com; JHaverstock@bclc.com
CC: ralderson@bclc.com; cstarheim@bclc.com
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Connect with us:
Player Information:
Name:s-22
Phone Number:s-22
Case #: 01249590
Brand: eSports
Description: Hello
Thank you
Leslie
Agent I'd: Passed
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From: no-reply@salesforce.com [mailto:no-reply@salesforce.com] On Behalf Of BCLC Lottery
Investigations
Sent: Wednesday, September 12, 2012 3:42 PM
To: Dan Hannigan-Daley; Greg Paolini; James Haverstock
Cc: Ross Alderson; Courtney Starheim
Subject: Late Settlement - Assistance Requested - Case # 01249590 [ ref:_00D80bj6y._500C0LH42z:ref ]
on Case 01248389:
smaller return
Best Regards,
C.
Courtney Starheim

T 250 852 5281 C 250 819 5763 F 250 828 5693
22 of 30
:
Cheers,
C.
Courtney Starheim

T 250 852 5281C 250 819 5763 F 250 828 5693
Connect with us:


Sent: Thursday, September 13, 2012 9:54 AM
To: Courtney Starheim
Cc: Ross Alderson; Dan Hannigan-Daley; Greg Paolini; Steve Spindler
Subject: RE: Late Settlement - Assistance Requested - Case # 01249590 [
ref:_00D80bj6y._500C0LH42z:ref ]
Hi Courtney
We have now voided 2 bets (Receipt: O/0044365/0000378 / Receipt: O/0044365/0000377) for8-22

A total of $830 has been credited to his account.
Thanks
James
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Comments:
Additional To: DHannigan-Daley@bclc.com; SSpindler@bclc.com; JHaverstock@bclc.com
CC: ralderson@bclc.com; GPaolini@bclc.com; cstarheim@bclc.com
BCC:
Attachment:
Subject: RE: FW: Late Settlement - Assistance Requested - Case # 01249590 [

Body:
Hi Guys,
Thanks again for your assistance with this one. FYI... I have emailed the following:
Hello8-22
circumstances surrounding the settlements and that your overall customer service experience has been
less than ideal.
listed below.
Best Regards,
Courtney Starheim

T 250 852 5281
I'll leave any further follow-up to your group as you see fit. The SalesForce case has been updated with
all relevant information and will be closed on our end.
20 of 30
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Template Questions:
Date &. Time of Contact: 2012-09-10 approx 12:15 PM
Thank you,

T1-866-815-0222 F 250.828.5646
bclc.com
Subject: Email: RE: FW: Late Settlement - Assistance Requested - Case # 01249590 [
Task: 1
Due Date: 13/09/2012
19 of 30
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T 250 852 5281C 250 819 5763 F 250 828 5693
Connect with us:

Player Information:
Name:8-22
Phone Number:8-22
Case #: 01249590
Brand: eSports
Description: Hello
Thank you
Leslie
Agent I'd: Passed

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Thanks
James

Investigations
on Case 01248389:
smaller return
Best Regards,
C.
Courtney Starheim
17 of 30
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T 250 852 5281
Cheers,
Courtney Starheim

T 250 852 5281C 250 819 5763 F 250 828 5693
Connect with us:


Sent: Thursday, September 13,2012 9:54 AM
ref :_00D80bj6y._500C0LH42z:ref ]
Hi Courtney
We have now voided 2 bets (Receipt: O/0044365/0000378 / Receipt: O/0044365/0000377) for8-22

. A total of $830 has been credited to his account.
16 of 30
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Twitter @BCLC | Facebook BCCasinos | Blog | bclc.com
Original Message
Sent: 13/09/2012 11:04 AM
To: DHannigan-Daley@bclc.com; SSpindler@bclc.com; JHaverstock@bclc.com
Cc: ralderson@bclc.com; GPaolini@bclc.com; cstarheim@bclc.com
Hi Guys,
Hello8-22
less than ideal.
listed below.
Best Regards,
Courtney Starheim
15 of 30
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Task: 1
Due Date: 18/09/2012
Comments:
Additional To: DHannigan-Daley@bclc.com; SSpindler@bclc.com; JHaverstock@bclc.com
CC: ralderson@bclc.com; GPaolini@bclc.com; cstarheim@bclc.com
BCC:
Attachment:

Body:
Hello again,
I spoke withs-22 yesterday. He advised that he was satisfied with the resolution of this case;
however, he had questions pertaining to his limits versus the limits of other players he's spoken with.
He indicated he noticed the shift 1-2 months ago and would like an explanation as he feels his limits are
too low for the type of player he is. (I believe CS had mentioned earlier on that this player's stake factor
had been reduced).
Can you please arrange a callback to8-22 to discuss this matter, per his request? I am only
assuming that this is a matter your group would like to address rather than customer support?
Thanks,
Courtney Starheim

T 250 852 5281 C 250 819 5763 F 250 828 5693
Connect with us:

14 of 30
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Template Questions:
Thank you,

T 1-866-815-0222 F 250.828.5646
bclc.com
13 of 30
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Connect with us:
Player Information:
Name? 22
Phone Number:8-22
Case #:01249590
Brand: eSports
Description: Hello
Thank you
Leslie
Agent I'd: Passed
12 of 30
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Investigations
on Case 01248389:
smaller return
Best Regards,
C.
Courtney Starheim

T 250 852 5281 C 250 819 5763 F 250 828 5693
11 of 30
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Cheers,
C.
Courtney Starheim

T 250 852 5281C 250 819 5763 F 250 828 5693
Connect with us:


Sent: Thursday, September 13, 2012 9:54 AM
ref :_00D80bj6y._500C0LH42z:ref ]
Hi Courtney
We have now voided 2 bets (Receipt: O/0044365/0000378 / Receipt: O/0044365/0000377) fors-22

A total of $830 has been credited to his account.
Thanks
James
10 of 30
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Original Message
Sent: 13/09/2012 11:04 AM
To: DHannigan-Daley@bclc.com; SSpindler@bclc.com; JHaverstock@bclc.com
Cc: ralderson@bclc.com; GPaolini@bclc.com; cstarheim@bclc.com
Hi Guys,
Hello8 22
less than ideal.
listed below.
Best Regards,
Courtney Starheim

T 250 852 5281
9 of 30
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He has asked to be contacted at8-22
Thanks,
C.

Investigations
Sent: Tuesday, September 18, 2012 4:42 PM
To: Dan Hannigan-Daley; Steve Spindler; James Haverstock
Cc: Ross Alderson; Greg Paolini; Courtney Starheim
Hello again,
I spoke with8-22 yesterday. He advised that he was satisfied with the resolution of this case;
however, he had questions pertaining to his limits versus the limits of other players he's spoken with.
He indicated he noticed the shift 1-2 months ago and would like an explanation as he feels his limits are
too low for the type of player he is. (I believe CS had mentioned earlier on that this player's stake factor
had been reduced).
Can you please arrange a callback to8-22 to discuss this matter, per his request? I am only
assuming that this is a matter your group would like to address rather than customer support?
Thanks,
C.
Courtney Starheim

T 250 852 5281C 250 819 5763 F 250 828 5693
Connect with us:

8 of 30
j,*i~ *.
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Great - thank you Steve/ James. I'll conclude this case on our end; please let me know if there's
anything additional to add.
Cheers,
From: Steve Spindler

To: Courtney Starheim; Lotterylnv; Dan Hannigan-Daley; James Haverstock
Cc: Ross Alderson; Greg Paolini
I called and spoke to8 22 about his bet settlement below. I don't mind calling him back to explain
this, however I need to know what possible resolutions I can give him.
James, let's take this offline and we can update the investigations team once we come up with a
solution.
Steve
From: Courtney Starheim

To: Lotterylnv; Dan Hannigan-Daley; Steve Spindler; James Haverstock
Cc: Ross Alderson; Greg Paolini
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Due Date: 03/10/2012
Comments:
Additional To: DHannigan-Daley@bclc.com; SSpindler@BCLC.com; JHaverstock@BCLC.com
CC: GPaolini@BCLC.com; RAIderson@BCLC.com; cstarheim@bclc.com
BCC:
Attachment:

Body:
Hi guys,
I received two messages from8-22 this past weekend wanting information about his stake
factor reduction. Steve, were you able to get a hold of him?
Thanks,
Courtney Starheim

T 250 852 5281C 250 819 5763 F 250 828 5693
Connect with us:

Original Message
From: Courtney Starheim [CStarheim@BCLC.com]
Sent: 18/09/2012 4:47 PM
To: SSpindler@BCLC.com; DHannigan-Daley@bclc.com; JHaverstock@BCLC.com;
Lotterylnvestigations@BCLC.com
Cc: RAIderson@BCLC.com; GPaolini@BCLC.com
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Web Information:
Contact Roles:
Name:
Title:
Role:
Account Location:
Email:
Phone:
Fax:
Mobile:
Description:
Activity History:

Task: 1
Due Date: 11/09/2012
Assigned To: Susanna Fiorenza
Comments:
Task: 1
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and the stake factor reduction is a business decision and market standard.
Lines of communication have been discussed. Security will continue to be the contact with players and a standard
response template regarding stake reduction has been formulated.
No further issues
R.AIderson
Police Information:
Police File #:
GPE Information:
Exhibit: Location:
Description: Hello
Thank you
Leslie
Agent I'd: Passed
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experience has been less than ideal.
Player was emailed the outcome of the investigation and the sports team and Steve SPINDLER (player
retention manager) were made aware in the event they would like to reach out to the player.
Transaction dispute substantiated; no further action required by LINV.
C. Starheim
14 Sept 2012
Reviewed and concluded here. This matter was discussed in detail on Sept 13th and even though these
were a losing bets eSports takes some responsibility in displaying the incorrect odds initially and the
delay in getting the correct information back to the player. This player is regarded as 3s-22
R.AIderson
17-Sep-2012
Message received from player8-22
Contacted player at the number provided: the player indicated he was satisfied with the resolution of this case and
that this matter had been discussed with Steve SPINDLER, as well.
The player indicated that he was concerned with his limits in relation to the limits of other players, something he's
noticed over the last 1-2 months.
The player was advised that someone will contact him back to discuss this matter in greater detail.
The sports team and Steve Spindler were made aware of the player's inquiry.
As per the email feed attached to case, Steve Spindler and James Haverstock will address this matter with the
player.
No further action required of LINV at this time.
C. Starheim
03-Oct-2012
Messages received from player on 02-Oct-2012 and 29-Sep-2012 requesting follow up for his limits on eSports.
Follow up email was sent to the Sports team and Steve SPINDLER.
C. Starheim
16-Oct-2012
Response was sent to the player via email from Case 01281809 on 12-Oct-2012.

C. Starheim
16 Oct 2012
Reviewed. The initial complaint was address. The betting limit matter has been discussed at length with eSports
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LINV Notes:
12-Sep-2012
Reviewed case, parent case, and previous cases pertaining to late settlement.
It was noted that the player was contacted by CS yesterday ll-Sep-2012 by phone to advise this matter had been
escalated.
The last correspondence from Paddy Power on 10-Sep-2012 (logged on case 01248389):
This customer placed the bet only yesterday and was settled after the match finished so he had to wait a maximum
of 3 hours. I do not know what his 'friend' has placed but this bet is settled correctly as a loser despite the fact that
the customer took advantage of prices not updating to massively increase is chances of winning. If is bet had of
been a winner it would have been voided or settled with a much smaller return
Regards Sean
It was noted that this response pertains to: 0/0044365/0000378
The escalated case pertains to:

Date 8iTime of Contact: 2012-09-10 approx 12:15 PM
It was noted that there is extensive email correspondence on Case 01248389 including correspondence with the
Sports team.
Investigator has emailed Greg PAOLINI, James HAVERSTOCK, and Daniel HANNIGAN-DALEY to clarify the issue(s) at
hand and determine the best course of action.
Player was emailed to advise this matter was being looked into.
C. Starheim
13-Sep-2012
09:00: Investigator and Ross ALDERSON spoke with James HAVERSTOCK and Dan HANNIGAN-DALEY of
the sports team.
Last weekend (September 8-10) there was an issue on PlayNow.com related to how the odds were
displayed.
In consideration of this (and the fact that this is a valued sports player), it was decided that the wager in
question will be voided.
James HAVERSTOCK voided the settlement and a total of $830.00 was returned to the player's account
this morning.
Although the settlements should be settled as a loss per the outcome of the wagers, it was recognized
that the circumstances surrounding the settlements and the player's overall customer service
2 of 30
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experience has been less than ideal.
Player was emailed the outcome of the investigation and the sports team and Steve SPINDLER (player
retention manager) were made aware in the event they would like to reach out to the player.
Transaction dispute substantiated; no further action required by LINV.
C. Starheim
14 Sept 2012
Reviewed and concluded here. This matter was discussed in detail on Sept 13th and even though these
were a losing bets eSports takes some responsibility in displaying the incorrect odds initially and the
delay in getting the correct information back to the player. This player is regarded as a8-22
R.AIderson
17-Sep-2012
Message received from players- 22
Contacted player at the number provided: the player indicated he was satisfied with the resolution of this case and
that this matter had been discussed with Steve SPINDLER, as well.
The player indicated that he was concerned with his limits in relation to the limits of other players, something he's
noticed over the last 1-2 months.
The player was advised that someone will contact him back to discuss this matter in greater detail.
The sports team and Steve Spindler were made aware of the player's inquiry.
As per the email feed attachedto case, Steve Spindler and James Haverstock will address this matter with the
player.
C. Starheim
03-Oct-2012
Messages received from player on 02-Oct-2012 and 29-Sep-2012 requesting follow up for his limits on eSports.
Follow up email was sent to the Sports team and Steve SPINDLER.
C. Starheim
16-Oct-2012
Response was sent to the player via email from Case 01281809 on 12-Oct-2012.

C. Starheim
16 Oct 2012
Reviewed. The initial complaint was address. The betting limit matter has been discussed at length with eSports
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LINV Notes:
12-Sep-2012
Reviewed case, parent case, and previous cases pertaining to late settlement.
It was noted that the player was contacted by CS yesterday ll-Sep-2012 by phone to advise this matter had been
escalated.
The last correspondence from Paddy Power on 10-Sep-2012 (logged on case 01248389):
This customer placed the bet only yesterday and was settled after the match finished so he had to wait a maximum
of 3 hours. I do not know what his 'friend' has placed but this bet is settled correctly as a loser despite the fact that
the customer took advantage of prices not updating to massively increase is chances of winning. If is bet had of
been a winner it would have been voided or settled with a much smaller return
Regards Sean
It was noted that this response pertains to: 0/0044365/0000378
The escalated case pertains to:

It was noted that there is extensive email correspondence on Case 01248389 including correspondence with the
Sports team.
Investigator has emailed Greg PAOLINI, James HAVERSTOCK, and Daniel HANNIGAN-DALEY to clarify the issue(s) at
hand and determine the best course of action.
Player was emailed to advise this matter was being looked into.
C. Starheim
13-Sep-2012
09:00: Investigator and Ross ALDERSON spoke with James HAVERSTOCK and Dan HANNIGAN-DALEY of
the sports team.
Last weekend (September 8-10) there was an issue on PlayNow.com related to how the odds were
displayed.
In consideration of this (and the fact that this is a valued sports player), it was decided that the wager in
question will be voided.
James HAVERSTOCK voided the settlement and a total of $830.00 was returned to the player's account
this morning.
Although the settlements should be settled as a loss per the outcome of the wagers, it was recognized
that the circumstances surrounding the settlements and the player's overall customer service
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Case:01249590
Case Information:
Status: Closed
Contact Name: 8-22
Middle Name: 8 22 Phone: s 22
Common First Name: Mobile:
DOB: 8 22 Email: 8 22
Account Name:s22
s.22

Agreement #:
Product: Live Betting Ticket Control #:
Book #:
lof30
'$-3&s$
GXtfs*
Page 1 of 1
5/9/2012
Fixed Odds Games Game Summary Page 1 of2

Acct No s.22
Game Class BJ
Game Standard Pacific Three Hand Blackjack
Version 1
Source Internet
Game Started 2012-05-06 09:31:59
Game Finished 2012-05-06 10:07:44
Currency CAD
Total Stakes Paid 10.00
Token Stakes 0.00
Total Winnings 20.00
liil
Blackjack history for game summary #429641572.

Number of players 1
Round 1
Action Deal
Stake 10.00
Player 1 AD2 4C5

Dealer 7C4
Round 2
Action Hit
Stake 0.00
Player 1 AD2 4C5 9C5

Dealer 7C4
Round 3
Action Hit
Stake 0.00
Player 1 AD2 4C5 9C5 6D3

Dealer 7C4
Round 4
Action Stay
Stake 0.00
Player 1 AD2 4C5 9C5 6D3 (Win)

Dealer 7C4 JD1
s 15(1)(l) 09/05/2012
Blackjack Player history for Game Summary #429641572

Player Seat Num Hands Current Hand Stake Original Stake Winnings Insurance Surrender
2 1 1 10.00 10.00 20.00 N N
S 15(1)(l)
From: Courtney Starheim
To : " m i k e . l a D o i n t e t a a o v. b c c a "
Subject: BCLC Case 01133789/ GPE File Number INV - 57280
D a t e : F r i d a y, M a y 2 5 , 2 0 1 2 4 : 0 0 : 0 0 P M
A t t a c h m e n t s : C a s e 0 11 3 3 7 8 9 - s . 2 2 - B ] S c r e e n S h o t p d f
Case0113378cs.22 Fixed Odds Game Summary - B3.PDF
Hi Mike,
As per my telephone message, please find the attachments related to this file for your review.
Should you require anything else, please don't hesitate to contact me back.
Best Regards,
Courtney Starheim

T 250 852 5281 C 250 819 5763 F 250 828 5693
Connect with us:

Twitter @BCLC| Facebook BCCasinos | BJsg. | bclc.com
bele
Case: 01141870
Case Information:
Status: Closed
Contact Name: s 22
Middle Name: Phone:822
Common First Name: Mobile: 8-22
DOB: s 22 Email:822
Account Name:s-22
s.22

Agreement #:
Book#:
lof6
bele
LINV Notes:
23-May-2012
Reviewed case and parent case in SalesForce and screen shots provided by the player.
Instance One:
The player contacted Consumer Services initially on 2012-05-19 related to her last transaction at 22:48:31 when
she didn't receive the bonus "race."
Investigator reviewed screen shot which was taken on 2012-05-19 at approximately 22:23:00 (as per the game
screen and player's desktop).
The last wager made prior to the time listed on the screen shot was at 2012-05-19 22:20:13 and the reels listed in
OpenBet do not reflect the reels in the player's screen shot.
Screen shot and fixed odds games game summary # 440420218 attached in related content.
Investigator notes the last wager placed on Super Cars 20 Line was $3.00 and it won $0.30.
When the win was awarded, the player's balance was $79.04, the account balance listed in the screen shot.
The next wager isn't logged in the system until 2012-05-19 22:46:40.
The player saw the three "feature" scatter icons, expecting the Canyon Cup mini game to begin; however this spin
isn't logged in the system.
Investigator reviewed the last wager, placed at 2012-05-19 22:20:13, no feature or bonus icons appeared and the
wager played through as expected per the reel outcomes.
Instance Two:
The screen shot was taken at approximately 2012-05-20 11:03:00 (as per the game screen and player's desktop).
The last wager made within this login session was made at 2012-05-20 11:02:05 and the reels listed in OpenBet do
not reflect the reels in the player's screen shot.
Screen shot and fixed odds games game summary # 440732547 attached in related content.
Investigator notes the last wager placed on Super Cars 20 Line was $2.00 and it was not a winning spin. When the
losing spin completed, the player's balance was $195.84, the account balance listed in the screen shot.
The player saw the three "bonus" scatter icons, expecting the Golden Flag mini game to begin; however, this spin
isn't logged in the system.
Investigator reviewed the last wager, placed at 2012-05-20 11:03:00, no feature or bonus icons appeared and the
wager played through as expected per the reel outcomes.
Investigator spoke with Brad Romano, eCasino Manager, who was able to re-create this experience.
It is believed that the issue experienced by the player is based on the 50-spin error message that takes place every
50 spins.
On May 19, the issue took place after the player's 250th spin.
On May 20, the issue took place after the player's 100th spin.
OpenBet Support Ticket #81134 has been created to investigate this matter in greater detail.
Player has been awarded with a $100.00 token for bringing this to our attention and has been emailed to advise
this issue has been escalated to the technical team.
Screen shots attached in related content have been sent to GPE by Bryon Hodgkin.
2 of 6
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C. Starheim
26 June 2012
Reviewed, task sent to Investigator for update (if any)
R.ALDERSON
26-Jun-2012
Investigator is unable to view ticket in OpenBet Support to review updates.
The following was provided of Brad Romano (eCasino Manager):
There was an issue and it's being corrected. There was no "winning spin1 for the player since no money was
removed from the account to pay for it; however, we have confirmed that it was possible to see scatters on the
safe stop.
No further action is required on this case at this time; all follow up has been made with the player.
C. Starheim
27Jun2012
Noted
R.AIderson
Police Information:
Police File #:
GPE Information:
Exhibit: Location:
Subject: Tech Issue - Super Cars 20 Line - OpenBet Support #81134
Description: *Pls also see Case Comments for players callback thank you*
Hello,
3 of 6
OGi
Please see the following case that needs you assistance regarding technical difficulties on eCasino slot
page.
Thank you,
Amy
Consumer Services
Agent ID'd: Pass
Playing Super Cars - game just stopped ("freezing.")

Player stated she did not get her mini game - "a race".
CSR confirmed last transaction - Player stated it was the last transaction on her account.
2012-05-19 22:48:31 (CSR went over wager and winnings). Player confirmed.
Player stated it was the 'feature' icon.

CSR confirmed in order for the Canyon Cup mini game to begin, need to have 3 or more feature .cons.
Player stated she did (Player is sending screenshot).
Player stated she could spin and click to continue the game - but did not let her play the mini game.
CSR did troublshoot with player (saved links, cookies/temp internet files, min. requirements).
Web Information:
Contact Roles:
Name:
Title:
Role:
Account Location:
Email:
Phone:
Fax:
Mobile:
Description:
4 of 6

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Subject: Send Detailed Email

Subject: BCLC PlayNow - Non-Confirmed Wagers Issue [ ref:_00D80bj6y._500C0LGUwa:ref ]

The timing of the wagers in question are:

Subject: Email: BCLC PlayNow - Non-Confirmed Wagers Issue [ ref:_00D80bj6y._500C0LGUwa:ref ]

Subject: RE: BCLC PlayNow - Non-Confirmed Wagers Issue [ ref:_00D80bj6y._500C0LGUwa:ref ]

The timing of the wagers in question are:

Subject: BCLC PlayNow - Continuing Investigation into Wager Issue [ ref:_00D80bj6y._500C0LGUwa:ref

An update will be provided to you once one becomes available.

Subject: Email: RE: BCLC PlayNow - Non-Confirmed Wagers Issue [ ref:_00D80bj6y._500C0LGUwa:ref ]

The timing of the wagers in question are:

ref :_00D80bj6y._500C0LGU wa :ref

Subject: Email: BCLC PlayNow - Continuing Investigation into Wager Issue [

Thank you for bringing this matter to our attention.

I apologize for the inconvenience.

Subject: Email: RE: BCLC PlayNow - Non-Confirmed Wagers Issue [ ref:_00D80bj6y._500C0LGUwa:ref ]

Subject: RE: BCLC PlayNow - Non-Confirmed Wagers Issue [ ref:_00D80bj6y._500C0LGUwa:ref ]

Subject: BCLC PlayNow - Token Issue / Update on Investigation [ ref:_00D80bj6y._500C0LGUwa:ref ]

I have looked into your token issue.

Subject: Email: BCLC PlayNow - Upate on Reported Issue [ ref:_00D80bj6y._500C0LGUwa:ref ]

Subject: BCLC PlayNow - Upate on Reported Issue [ ref:_00D80bj6y._500C0LGUwa:ref ]

I apologize for the delay in getting this issue resolved.

Subject: BCLC PlayNow - Wagers Placed While Not Logged In - Resolved [

A fix is currently being reviewed and tested.

In review of your initial inquiries....

Security has concluded this matter

Subject: SF Case 01237954 [ ref:_00D80bj6y._500C0LGUwa:ref ]

Subject: Email: SF Case 01237954 [ ref:_00D80bj6y._500C0LGUwa:ref ]

Security has concluded this matter

logging into his account.

Regarding item 1.)

Regarding item 2.)

has been made to review before logs are pulled - if possible.

investigation is continuing to determine the cause of the problem.

at approx 10:54 am on 11-Sep.

- 7 Sept 2012 UPDATE

Site Location Information:

ijim j ^.01 Arizona Diamondbacks 6-3 Pittsburgh Pirates 26.00,

--1-- - ::y..:,^-- -, .:-

Money Line (Live) Money Line

Total Runs in the Game Run Line

First 5 Innings Money Line First 5 Innings Total

Total Runs in Game (Odd/Even) Highest Scoring Inning

1st Inning Total Runs 2nd Innings Total Runs

3rd Innings Total Runs . 4th Innings Total Runs

5th Innings Total Runs 6th Innings Total Runs

7th Innings Total Runs 8th Innings Total Runs

9th Innings Total Runs Over/Under 1.5 Runs 1st Innings

Total Home Team Runs Total Away Team Runs

Again, if I misunderstood, my apologies.

From: James Haverstock

From: Rob Stratford

Images of the wagers as they appear in OpenBet are attached.

Thanks again for your help,

From: James Haverstock

From: Rob Stratford

Sorry, but I just want to make sure I understand...

Subject: Send Detailed Email

Subject: Email: RE: PlayNow Sports Betting [ ref:_00D80bj6y._500C0LF5Rl:ref ]

Subject: RE: PlayNow Sports Betting [ ref:_00D80bj6y._500C0LF5Rl:ref ]

This error has since been corrected on the PlayNow.com site.

With kindest regards,

Rob Stratford (on behalf of D. Cebryk)

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S.22 s.22 201494$ i&Soig sax J.00 5.00, o.oo