Accredited Casino "VIP Casinos"; Resolved

[gaming_mouse]

Jonah, they've already credited you with the wagers you've already made, right?

So the question is whether you can fulfill the rest of the WR playing the game you signed up to play in the first place.

In principle the answer ought to be "yes."

But if it were me, I'd want to get shut of the place as quickly as possible. And it's not like you can take this case to court, or something.

Linus,

Yes, that is all correct. And they told me that I could finish out the remaining $4000 in wagering on the other allowed games, just not any form of VP.

But I actually think at this point it might be best to have some public awareness of the case here before I do anything. I have screenshots of their promise to let my DW wagers until now count, but I've already seen that they are not above going back on their word.

Since they are an accredited casino, and since that must help their business, I think my best option is to get CM involved, so that if they try to cheat me still further they will be risking more than they will gain.

It's ridiculous, IMO, that they did not just tell me I could finish out me wagering on DW. It would be giving me like an additional $40 in EV. Their fighting me on this, aside from being unfair, also strikes me as pretty bad business.

[bb1webs]

Hi again,

well I know its hurt them with me. I have been thinking about listing them because of all the good things I've heard and now with their response, and more so lack of coming back in to make this right; will certainly not gain them any favors.

I am constantly amazed at how casinos will run a bonus offer and then seemingly turn around and treat players in this manner when they do everything right and God forbid: beat the system.

Even more concerning to me; is the numbers that are involved.

Honestly, if you guys can't afford to out and out comp a player the lousy ... well whatever it was, ... it sure isn't an amount that would impress me as this being a casino which has the resources to pay large jackpot wins if they're willing to piss-off a player over the amount of a bonus.

I have said this many times before and the only thing not still relevant is the amount it costs me to get a real depositing player ... (that amount I'm certain has climbed considerably) but back when I first did the math the cost was $250.

Now consider this VIP. It cost somebody, probably Brian, somewhere in that neighborhood (or its certainly worth that amount if not more) to get this player into your casino and depositing real money.

Now I'd like to say here that "in one felled swoop" but that actually isn't the case in this instant. Here, it has taken several incompetent instances followed up by a confirmation by your rep to show he stands behind the casino's incompetence to run this player off.

Further, by your rep's incompetent understanding of this matter, he has alienated many more than just this one player because guys .... you are SO wrong here a blind man could see the injustice ... and yet I still don't see anybody here to step up to the plate and do what needs to be done.

All this: over a lousy ... what? forty bucks? well whatever the amount, its a small, small price to pay to keep one's integrity and reputation in good standing.

....

what should be done at this point is somebody ought to be coming back in here with their hat in their hand trying to .... here's a thought. Don't do the very minimum to make this right. Show some darn class and really comp the player something to give them reason, and the rest of the readers ... a reason to want to believe your casino is not just willing to do the minimum ... but that it is outstanding.

When will OG learn that a little common sense and a decent comp will win the entire crowd over where as such a small offer of "well you can keep what you've gotten away with so far ..." is just a sad, sad statement on the way the rest of us can expect to be treated at your casino.

[bb1webs]

Hi again,

to explain: the reason this is such a sore spot with me is that online casinos have no where near the operating costs that a B&M casino.

and I understand that you're operating on the %s, but so do the B&Ms and yet they can still afford to comp everything from hotel rooms and food, to shows etc.

They pay a monthly light bill that would likely turn a tight-azz's hair white.

All that money which went towards building the casino. the parking lots. Why I bet the cost of the cement alone ... just in the parking lots would be enough to bankrupt most online casinos.

The payroll has to be much more than that of an online casino.

I could go on and on.

Yet these casinos can manage to come up with decent comps. Especially when they are wrong. Where do you think this behavior was learned to be expected? From Vegas casinos. They know how to treat a player. (though to be fair; they ain't what they used to be either unless you're a high roller, but still head and shoulders about their online counterparts).

So it just isn't believable to me when I see an online casino act like the cost of a bonus is so seriously important that they have to come to the point we find ourselves now.

If you don't like bonus chasers. Don't make offers that will bring them in. Concentrate on treating your better players better with that money instead of using it as bait to bring in customers you obviously don't want in the first place.

[soflat]

Show some darn class and really comp the player something to give them reason, and the rest of the readers ... a reason to want to believe your casino is not just willing to do the minimum ... but that it is outstanding.

Yeah, now you're talkin'! There were actually people posting positive experiences about this outfit early in the thread. They could have stepped up to the plate right then and scored accolades all around (and probably a few of these high-rolling, slot-spinning, Casino Meister players too).

[rreevy]

I always thought that bonuses were awarded on the principle that the T&Cs applied to the bonus were the ones in force when the player claimed the bonus. Period. Allowing casinos to make even minor changes to the T&C after a bonus had been credited would set a dangerous precedent.

I also think it's ridiculous to suggest that players are supposed to infer that games are supposed to be excluded, when they aren't specifically mentioned. There often appears to be little logic to the games excluded. I remember an MG casino whose sign-up bonus allowed all forms of blackjack except Vegas Strip. Vegas Strip has the lowest house edge of the BJ games normally found in MG's download software, but it's hardly different from Atlantic City (0.361% compared with 0.365% I think).

The idea of counting this player's Deuces Wild wagering only up to the point where they checked how much had been wagered, as well as being unsatisfactory, is also silly imo. Suppose the player had already met the $12,000 WR when checking how much was wagered... then it would all count, yeah?

[Casinomeister]

Man, this is a hell of a lot of commotion for a bonus error. I'm just getting to this thread that has gone on for five pages, and what I can tell it has stemmed from the customer service rep making an error on understanding what games were exempt.

From Gaming_mouse's chat session, they admit the error - allow the already played game play, but tell Gaming_mouse that he needs to comply with not playing that game any further. Apparently, Gaming_mouse feels this is not fair.

After the casino rep posted his response, did anyone PM him back? Just wondering.

I'll look into this.

[Mousey]

.....

From Gaming_mouse's chat session, they admit the error - allow the already played game play, but tell Mousey that he needs to comply with not playing that game any further. Apparently, Gaming_mouse feels this is not fair.

.....

Too many mouses in our house? substitute Gaming_mouse for Mousey ...

[Casinomeister]

Too many mouses in our house? substitute Gaming_mouse for Mousey ...

Done.

[gaming_mouse]

Man, this is a hell of a lot of commotion for a bonus error. I'm just getting to this thread that has gone on for five pages, and what I can tell it has stemmed from the customer service rep making an error on understanding what games were exempt.

From Gaming_mouse's chat session, they admit the error - allow the already played game play, but tell Gaming_mouse that he needs to comply with not playing that game any further. Apparently, Gaming_mouse feels this is not fair.

After the casino rep posted his response, did anyone PM him back? Just wondering.

I'll look into this.

Hey Bryan,

I have not played at all since that chat session. I've been waiting to see what you think and what your response will be.

Please note that what I feel is unfair is that they are refusing to comply with their posted terms. It is not simply that a customer service rep gave me erroneous info to begin with. The info that original rep gave me, when she confirmed that DW was allowed, was in agreement with their posted terms. Also note that the terms have been changed since this thread started. You need to look at Google's cache of the terms to see the terms under which I signed up -- there is a link to that cache in my OP.

So anyway, the commotion is about their refusal to stick to posted terms.... not about a rep giving me false info. If that had been the case (that is, if DW had clearly been excluded on the website, but the rep had mistakenly told me that it was allowed) I think their solution would have been fair. However, that is not the case.

Anyway, please tell me what you think. I will do whatever you recommend.

Thanks,
Jonah

[Casinomeister]

Hey Bryan,

I have not played at all since that chat session. I've been waiting to see what you think and what your response will be.

Please note that what I feel is unfair is that they are refusing to comply with their posted terms. It is not simply that a customer service rep gave me erroneous info to begin with. The info that original rep gave me, when she confirmed that DW was allowed, was in agreement with their posted terms. Also note that the terms have been changed since this thread started. You need to look at Google's cache of the terms to see the terms under which I signed up -- there is a link to that cache in my OP.

So anyway, the commotion is about their refusal to stick to posted terms.... not about a rep giving me false info. If that had been the case (that is, if DW had clearly been excluded on the website, but the rep had mistakenly told me that it was allowed) I think their solution would have been fair. However, that is not the case.

Anyway, please tell me what you think. I will do whatever you recommend.

Thanks,
Jonah

If you want me to tell you what I think - here goes.

Actually, I think you handled this incorrectly. If it were me, and I found that the CSR had messed up by telling me that the wrong games were allowed. I would have played out the wagering requirements and chalked this up as a casino "eff - up" shit happens. THEN I would have contacted the manager and explained how I felt. They need to ensure that this would never never happen again, and then I would contact the portal master or someone like me and explain what had happened.

This method of problem solving benefits everyone:
1. The casino not only understands that they made a serious eff-up, they would understand that you are a sincere player who would be a valuable person to retain.
2. You would have probably gotten a freebie out of this since the casino realize they made a mistake.
3. The portal operator could keep tabs on this and make sure that the casino keeps in line.
4. you won't get someone fired over this

No one contacted the casino rep when this thread started. As a forum member, please take responsibility when starting threads that are critical about one's operation; make sure the person you're complaining about knows you're complaining. It becomes just a bunch of people complaining and staring at each other. Nothing is going to happen this way.

When the thread first saw life, I asked the rep to take a look at it. He was probably as busy as me, saw it, made a quick comment, and left. Yeah sure, this left a lot of room for improvement, but no one here bothered to PM him again and say "look, we need more answers."

If I'm not responding to a thread, it usually means I'm caught up with others or I'm dealing with something else. It's not a sign of disinterest - it's a sign that I'm busy with other stuff. Please keep this in mind and be a bit more proactive (I know some of you are, and I thank you for that).

Anyway, what should have been a one page thread has turned into this. I'll wait for the casino rep to get involved before I go further.