Month: June 2019

I’ve been paying attention to where my time goes during the day. When it comes to support tickets and emails, about 90% of the time goes to answering questions that are already answered. Of course I don’t expect people to absorb everything from instructions. But too often people aren’t properly reading instructions, for whatever reason. Some people expect me to spoon feed them everything. It would be fine if there was only one player, but there are many.

 

I don’t want to give short responses like "it’s in the instructions". So I end up wasting a lot of time re-writing, elaborating, cutting and pasting parts of the instructions etc. Even if I cut and paste instructions, this takes time, when it is done multiple times.

 

If something is not in the instructions, or not clear, then I fix it in the instructions.

 

BEFORE CONTACTING ME FOR SUPPORT, PLEASE THOROUGHLY READ INSTRUCTIONS. READ THEM MULTIPLE TIMES. IF YOU GET STUCK, READ THEM AGAIN. YOU WILL LEARN AND ABSORB NEW PARTS WHEN YOU RE-READ THEM.

 

Understand I sincerely care about quality support. But I don’t have time to re-write instructions in emails, and spoon feed information that is already in instructions. Help me by properly re-reading, then I will have more time to do more important things like making some last additions to software players requested.

Just a reminder that Wikr chat is only for emergencies. An emergency is something like the server is down despite a booking. For anything that’s not urgent, please only use encrypted email.

 

If there’s anther issue that really is urgent, and worth waking me up for, then you can use Wikr. But I don’t want the same thing to happen with my private phone number. People ended up calling at all hours for non-urgent matters. If that happens with Wikr, I either have to ignore messages from some players or I overall become less receptive to Wikr messages. When I hear a Wikr message on my phone or see the led blinking, I check it immediately. Please use Wikr appropriately.

Every Remote Uber and Hybrid session is recorded, so I can replay and inspect everything that happened on the server. This is for a few reasons:

 

1. Security: to ensure players aren’t doing something forbidden.

 

2. Support: so if a player gets stuck or something goes wrong, I can easily replay the recordings and see for myself.

 

By default the recordings are at a lower resolution and frame rate, but still clear enough to see everything.

 

This is not a security risk to anyone because:

 

* Only I access the recordings

* Any activity uses end-to-end encryption

* Recordings are deleted after review

* Any saved recordings (even temporarily) are stored on a 256 bit encrypted drive

* Fragmented encrypted files are impossible to recover

* Logs aren’t saved. I can only view them in real-time. And my memory is terrible (where am I?)

* You arent or shouldn’t be breaking laws anyway (do your research)

 

In the worst case scenario, a team may knowingly break the law, and my computers are raided. That would be a breach of contract. And it may interrupt my morning coffee. So please don’t do it. I’m not speaking in code – please don’t break laws.

 

But players frequently ask, what if a team doesn’t pay an operator a fair amount?

 

Firstly, you should have very clear agreements in place. You can make whatever you want. Typically the operator gets about 30% AFTER expenses. So if the players win $10,000 but had a $500 hotel expense, the operator’s take would be 30% of $9,500 which is $2,850.

 

Operators may own the computer. But remember the players are the ones in the casino, betting with their money.

 

Your agreements should be very clear about the player’s expenses, including what they are for. You shouldn’t need to cover unnecessary luxuries.

 

What happens if there’s a dispute? Firstly, I must be neutral. I will impartially share whatever information I have, which can be obtained from recordings – which is useful if you plan to sleep while others play (not recommended). Most of the time anyone watching the server can see actual bets, winnings and losses.

 

Disputes are rare, but not rare enough. If you short-change a team member and it’s clear, expect that other operators will learn about it, and nobody will want to work with you.

 

Luckily in most cases, everyone is fair and honest. The most important thing is having clear agreements.

 

Generally with my own teams, I don’t even bother asking about their profits until they’ve been successful for some time. I have various agreements, but mostly it is all based on trust. Everything doesn’t need to be rounded off to the nearest number. If you develop good relationships with the right players, trust and mutual understand is worth more than a contract. You don’t need legally binding contracts that everyone signs. You just need text that you both have, which outlines the agreement.

Today I tested every new custom cable on a variety of phones, and all worked without a problem. So we’ll start making more.

 

The downside is the new design is $50 more expensive (now $250). This is my cost price. But if you already paid for a cable, I’ll absorb the additional cost.

 

I have 7 units and will ship later this week. It isnt enough for all pending orders so I’ll send first to players who have waited the longest. More completed cables are on the way.

For Remote Uber and Hybrid Players: I’ll update the instructions, including create extra tutorial videos. First see what is already explained in instructions, then email me directly if you think anything is missing. Please don’t make a request until you’ve carefully checked through existing support material.

I’ll receive the new custom cables in a few days. First I’ll test each one thoroughly, and if everything is ok, I’ll start shipping. But the first batch isnt enough stock for everyone. So I’m waiting for them to arrive (early next week), and the technician is waiting for my test results before making more. Sorry for the delay – the modifications haven’t been so simple. Every phone is different. The other version may have worked perfectly on some phones, but not others. Nevertheless it appears we now have a solution.

I’m doing some final software mods requested by players (before selling the company as making mods would be harder for the new owners). This includes the JAA phone app, which now has touch-screen number and direction input, and option to play one or both directions. So play is much quicker and more practical for online casinos and testing. See details of the updated version at https://www.youtube.com/watch?v=bub0O7EE1C0 – download the latest version from the usual location.

 

Updated written instructions are at https://www.roulettephysics.com/forum/index.php?action=kb;area=article;cont=65

Some of the original cables weren’t working correctly, so the technician is having to redesign them. It’s quite a complex issue that needs significant research and development, which is taking time. I’ve worked with the technician for many years and he’s very good at what he does, so he will resolve the situation. If you have any problems with your existing cables, let me know exactly what you find. Most of them are perfectly fine. About 1/3rd are affected. It more depends on the original components and circuit board that was used. The other option is use the wireless button, but to use it as a toe switch it will also need modifications. I appreciate everyone’s patience. I have regular contact with the technician and the resolution isn’t far off.