[RESOLVED] Virgin Casino - Poor treatment of High Rollers.

[topoor]

How can they have responded personally when both rpalmer and I have the same identical email?


How can you both have the same email?
Cindy
Cindy

Thats kind of the point Cindy. Can we keep this focused on the issue at hand please. I and Im sure rpalmer will make usernames available to either casinomeister or the virgin rep if and when required.

[topoor]

Before you jump me in the hallway - reread my posting. I never stated that you ought to be "grateful" for not being banned. I said that many casinos outright ban players that they don't want; this one is not banning you - they even state that this is not permanent.

Sorry, but I am not privy to you or the others casino accounts, so I have no way in telling that you are "long standing, high stakes, non-bonus hunting players", so I'm not going to join in on the slam fest we have here. Give the casino a chance to respond.

And I would appreciate it if you would refrain from making snide remarks. Thank you.

I dont need to reread what you posted. I said you imply (not stated) I should be grateful which is how I interpret your post. I did not make any "snide" remarks. I dont think an accredited casino should behave in this manner and If you do then the accredititation status doesnt mean much.

I appreciate that you have no proof of what we are saying but you dont exactly seem sympathetic.

[jas2587]

Thats kind of the point Cindy. Can we keep this focused on the issue at hand please. I and Im sure rpalmer will make usernames available to either casinomeister or the virgin rep if and when required.

That could be the issue that you both are using the same email

Cindy

[topoor]

I said we received the same email not that we use the same email address.

[jas2587]

opps my bad ss

Cindy

[Virgin Ace]

At Virgin Games, we believe in looking after our customers and ensuring that they have as good a time as possible. Amongst other things, this is done by rewarding our players for their loyalty. More often than not, this involves offering bonuses that then need to be played through a certain number of times. However, recently, there have been some instances where players have been abusing these bonuses and playing purely to convert bonus money rather for the enjoyment of playing at Virgin Casino. This has a significant cost for Virgin to the point where it is preventing us from rewarding our loyal customers as generously as we would like.

We are faced with the decision to either cut down on the number of bonus promotions we run and the rewards that we give players, or to isolate the players who have been playing to a pattern of bonus abuse and withdraw their ability to play in bonus promotions.

As most of you will be aware, we decided, rather than passing on the impact of this bonus abuse to the vast majority of our players, that we would rather stop players who have been abusing bonus promotions from playing in promotions.

We have based our decision on months of play analysis. It has been a very hard decision and not a conclusion we have come to easily. Virgin Games places huge importance on looking after players and running regular cash and prize promotions that reward both winning and losing players. We would much prefer to continue to offer regular cash promotions for the majority of our customers than to cut back on bonuses to cater for the few who have been taking advantage of Virgin Casino’s generosity.

As we have said to any player who has regrettably been excluded from promotions, our decision is not necessarily permanent and will be reviewed on a player by player basis in the future.

[topoor]

Is this a joke? You have basically reworded your mass email. As I stated earlier Virgin does not like winners and I can only conclude that you would allow me to receive promotions once I am in a negative balance. That will never happen as I will not return whilst I am labelled an abuser for doing nothing more than gambling. I strongly urge everyone else to adopt the same philiosophy.

[rpalmer83]

At Virgin Games, we believe in looking after our customers and ensuring that they have as good a time as possible. Amongst other things, this is done by rewarding our players for their loyalty. More often than not, this involves offering bonuses that then need to be played through a certain number of times. However, recently, there have been some instances where players have been abusing these bonuses and playing purely to convert bonus money rather for the enjoyment of playing at Virgin Casino. This has a significant cost for Virgin to the point where it is preventing us from rewarding our loyal customers as generously as we would like.

Yep, I just loved risking £17,320 of my own hard cash over the last 90 days in order to merely convert your £1,250 worth of 'generous' bonuses. You've excluded people who've won money. That is the only explaination. I played with you for the enjoyment and entertainment, it was never about only converting the bonus money!. I'm sure people with those intentions would not bet with a single hand size bigger than the actual bonuses you offer in the first place (as I have always done).

Obviously the bonuses were a nice touch, a 'bonus' as it is called but I thought thats what they were there for, to reward loyalty and continued custom. I have certainly not abused them.

All this said I will probably still play at virgin because I like the software and games, but my confidence with them in terms of customer service is practically shattered.

You've clearly made your decision, however at least this thread will serve as a warning to people that the promotions which virgin offer are not as transparant and 'available' as they might at first seem.

If you win money you will eventually be excluded and alienated from the rest of their members.

[chuchu59]

Virgin Ace,

What you are saying is illogical. You say you want to reward players with bonuses as a show of generosity but once they start taking them and winning you accuse them of bonus abuse. We do have quite a number of members here stating that your casino has treated them shabbily with the notorious e-mail. It would seem that the awarding of bonuses is affecting your profit margin so why dont you cancel them altogether and rely on a better comp system. The more you play the better the comps. This is much better than arbitrarily singling out players and accuse them of bonus abuse. If I were a player, I would be worried that if I took your bonus more often, I would get the same treatment. You have your terms for these bonuses ie wagering requirements. You dont have to award players with bonuses every month. If I took a bonus this month, just dont let me have them for the next 2 months instead of slapping a ban on me.

If this decision was taken after much thought and analysis then I do doubt your ability to really understand the players and their needs. You seem to be alienting them more than anything else.

[uungy]

What an absolute joke. I bet they had to have a meeting for 2 days to word that post!

I thought the long wait was so they can explain. What they have come out with is some statement which does not appease or even partially whet my appetite to go back and play.

While I know its my decision to play elsewhere, normally a player play's in a company to build up some personal feeling, and you get used to it etc., so not only are they not interested in coming up with some explanation, they are making higher stake players not want to go back, even if they wanted to get the money back. In fact what they seem to have done, is barred the bigger players, and the small bonus hunters who bet 20p a go, and can win about £20 a week, but becasue it is a saller amount, they don't mind keeping them.

If they would give a reason, then it may do, but obviously, they have no reasoning, and its one of those "at the managers discretion" nonsense.