Support staff

Just to make a point clear, my partners are only rarely answering emails and support tickets. They still play a part because of my agreement with them, but their role is more limited. I’ll be selling some of my websites, but keeping others like the forums, the roulette computer sites, and roulettephysics.com. You’ll probably know when because they’ll run casino ads from new owners. This does not at all mean I’m moving away from roulette. I just wont be able to continue the sales side of things.

Surespot messages

Just a note to let players know I only have Surespot on and the phone close to me if there are active Hybrid sessions (any servers activated). Otherwise I may not even have the phone with me, then the quickest way to reach me is via regular email. So if you have an urgent message to send me and you don’t personally have an active server or session, then surespot is not the quickest way to contact me. Only use surespot if you have an active session.

IMPORTANT NOTICE FOR HYBRID OPERATORS

This applies to operators (purchasers or operators): If you are in the middle of a REAL CASINO SESSION ONLY and cannot access the server:

 

First, very carefully check all settings to see if you’re missing something.

 

If you tried everything and still have problems, message me on Surespot (any time of day or night). Then I’ll log on the server and fix any problems. If I’m sleeping, your message will wake me. If you don’t get a response within a minute later, resend messages. Chances are I’ll hear the first one anyway. Do not expect any detailed conversation. The worst that can happen is a full server reboot is needed, which takes 1 minute.

 

If you have server access issues but it is NOT in a real casino session, then just contact me via regular email then I’ll respond when possible. Please NEVER use Surespot for normal support issues. It is ONLY for live sessions in real casinos.

 

I no longer use my mobile phone (calls) for urgent issues because there were still players calling at 3am for trivial issues. Now I’ll only use Surespot, but only Hybrid players are added to the contact list.

Hybrid Booking Confirmation Emails

I fixed a configuration error that prevented confirmation emails sometimes being sent when a Hybrid booking was placed, acccepted, refused etc. Now all notification emails should arrive, but still check spam folders.

 

If you don’t receive either accepted/refused confirmation emails within 24hrs of your booking time, please contact me directly via email.

Hybrid Operators and Sessions

One of the additional operators is at a level now where he can do live sessions without my assistance. I’ll still try to monitor when he is playing to provide assistance, but at least my attendance isn’t required. Another operator is close to being ready. Both operators are better able to work outside my normal hours than myself. So now you can book at any time of the day you want (with a higher approval rate).

 

IMPORTANT: Our time is short already. If you are especially a new team and not 100% competent with the camera, and familiar with all equipment, don’t book a casino session until you are fully ready. Otherwise we waste a lot of time, that is better spent with more prepared teams.

 

To proceed, make bookings using the form. If I can do the session I will. Otherwise I will ask another operator if they can do the session before accepting/rejecting the session.

 

Also if you are a hybrid purchaser, the operators may be able to do initial sessions for you. You can discuss compensation with them directly. Even in cases where they don’t expect compensation, they still benefit from the experience.

 

And remember if you opted to be only a bettor and haven’t been called yet, try being a camera user instead. Then you are far more likely to be called.

Hybrid operator instructions update

I’ve updated the operator instructions. Download from same location. The addition explains how to use the automatic ball sample updating feature. I explained the basics which will be fine in most cases. There are still some parts that might need further explanation, but if you regularly check the mentioned charts, you’ll know if there’s a problem before it causes significant loss.

Hybrid Camera Users Needed

The following applies to hybrid service players only:

 

Considering all team of hybrid service players, we need more camera users. We have plenty of bettors, but not enough experienced camera users. Most players have specified they only want to be a bettor. After all it is an easier role.

 

So if you want to get involved sooner, then start training as a camera user. You have all the instructions you need for training. Make sure you download the latest instructions and they were updated recently with tips to help camera user training.

 

It is very common for camera users and teams to assure me they have fully practised and are ready. But the first session is a disaster with problems like aiming at the floor or roof, lens completely covered and all kinds of other problems that are so easily fixed if you prepare properly. The instructions are very detailed and clear. None of it is complicated or difficult.

 

If you think you are ready to work as a camera user, and have all the equipment, please contact me to discuss. If you have the intention of being a camera user instead, then get started. If you are simply a bettor waiting to be called, it may be some time because of the imbalance of bettors and camera users.

Updated hybrid instructions

I’ve updated the hybrid instructions. See chapter 3 and see the new area under "more common aiming problems". This explains common issues with intermediate camera users. They are not critical issues, but they can slow down play and even reduce accuracy. Download the new instructions from the same location.

Hybrid server connection quality

While testing the Hybrid server VPN I found sometimes it can get overloaded. When this happens, players at the table won’t notice but any operator logged onto the same server during overloading will find the remote connection very slow.

 

I upgraded the affected servers but don’t know if this will fully solve the problem. I also changed a setting that reduces server load, and decreases connection latency (lag). The downside is sometimes small bits of data wont be processed if a connection between any player and the server is poor. If the internet connection is reasonable, then there will be a significant improvement for operators logged on a server.

 

All Hybrid players will need to re-download and install the VPN software for phones and PCs, but don’t do this unless you are actually playing anytime soon, because the setting may need to be changed back. I’ll need to get feedback from players (including operators) to see if the changes have the intended result. It’s easy to change back, but just means everyone needs to re-download the VPN profile for phones/PCs.