Royal Apollo bonus issue

[chuchu59]

If this thread never appeared and there wasnt an outcry against this bonus would RA have taken notice and reviewed it. The answer is a simple no. RA, your marketing is crap so feedback from players is very important. Ultimately, this will be your gain if you have better-designed bonuses resulting in player retention.

[oldtrvlagt]

Here's another thought...dump the infamous Rival "Blacklist" of players who have won too much and have used bonuses. And please do not tell me it doesn't exist...we all know that it does. I received the standard "we're sorry" but you have multiple accounts, a number of factors, our automated security system flagged your account, etc.,etc.,so you are not eligible for bonuses. Once you can rise above the standard Rival paranoia then you might have some loyal customers.

[Emmal]

Hi Everyone,

I just saw this thread and wanted to thank you all or your input and for bringing this to our attention. The bonus is now change and there are no minimum or maximum amount for cashout.

This was a mistake by one of our marketing team and I hope it will not happen again. However, we are not immune to mistakes and this is why we are here and in other forums - if you see something is a miss please feel free to contact me directly and I will take care of it asap. If you check with support they wouldn't know how to reply to that as they are not privy to our internal marketing decisions.

Thank you!!!

Emma

[LOOKAWAY]

Hi Everyone,

I just saw this thread and wanted to thank you all or your input and for bringing this to our attention. The bonus is now change and there are no minimum or maximum amount for cashout.

This was a mistake by one of our marketing team and I hope it will not happen again. However, we are not immune to mistakes and this is why we are here and in other forums - if you see something is a miss please feel free to contact me directly and I will take care of it asap. If you check with support they wouldn't know how to reply to that as they are not privy to our internal marketing decisions.

Thank you!!!

Emma

So why did support lie to me. I know it was a lie as they didn't even bother to answer my question in the first email I sent thus wasting my time in me having to send off another email.

[Emmal]

So why did support lie to me. I know it was a lie as they didn't even bother to answer my question in the first email I sent thus wasting my time in me having to send off another email.

Hi Lookaway,

Our support is done by Rival, so their representatives are not aware of what are our considerations with regards to bonuses. They only see what there is and are not part of any decision making. so they weren't lying.. they just don't know beyond what they see.

Believe me, the person who made this mistake feels gutted and we refershed our procedures so there will be extra set of eyes that look at bonuses before they are beling uploaded.

It is imoportant for me to stress that we didn't enter this business to lie to players. Credibility is EVERYTHING. If we lose that who would want to deposit money with us? so we take this seriously. However, we are only human and make mistakes. Thanks to players like you who bring things to our attention we can fix things and move forward. But I assure you nothing is done with a malicious intent and if you look at the many bonuses we issue - NONE has minimum or maximum cashouts. So this was really an honest mistake and not a policy.

I hope this clarify things.

Thank you

Emma

[uungy]

Why do Rivals (or rather some Rivals, Royal Apollo included) have a maximum withdrawal allowance per week of 4K?

The withdrawals are only processed at 2250 a week, but why s the max requested allowed per week 4K

Also take into account, the max deposit daily is 10K and weekly is 30K, but the max allowd to be requested for withdraal is a measly 4K

[vinylweatherman]

Hi Everyone,

I just saw this thread and wanted to thank you all or your input and for bringing this to our attention. The bonus is now change and there are no minimum or maximum amount for cashout.

This was a mistake by one of our marketing team and I hope it will not happen again. However, we are not immune to mistakes and this is why we are here and in other forums - if you see something is a miss please feel free to contact me directly and I will take care of it asap. If you check with support they wouldn't know how to reply to that as they are not privy to our internal marketing decisions.

Thank you!!!

Emma

Maybe us players misunderstand the point of CS then
I always thought CS was there to help us with things that were NOT "(only see) what there is" on the website and the cashier. If CS can ONLY regurgitate what is printed on the website, and in the cashier - they are pointless (unless we are blind & can't read our monitors).

As for players ONLY being able to get a sensible reply & resolution by contacting you directly, does this imply that your casino is ONLY for Casinomeister members, since other players would NOT know how to contact you directly, or even that this was possible, and would ONLY have the "pointless" CS available to them, who could only tell them what they can see, which is the same as players can see.

This kind of player experience, and business operating model, is what leads to players constantly switching between casinos, rather than sticking loyally to a small number over a long period of time. NEW players have HUGE bonuses and benefits offered to them, yet LOYAL players find their loyalty counts for nothing, yet a DIFFERENT casino is prepared to lavish all those benefits on them again merely for trying them out.
Whatever the reason for promotions drying up, or becoming crappier over time, what players SEE is what matters. IF the players sees CONSTANTLY that the longer they stick with one casino, the worse their promotions become, they will become more "nomadic" in their playing. This is just the same behaviour seen in animal populations, and some tribal peoples. When resources are seen to dwindle in one place, they move on looking for a better supply. In developed countries, humans tend to live in towns and cities, we are "loyal" to where we live, but this is chiefly because by staying put we get more reliable supplies of the resources we need. This behaviour is ingrained through thousands of years of experience, and we WILL use these instincts when it comes to "virtual" resources, such as money, best bargains in shopping, best value housing, etc.

If my council told me I was no longer eligible to have my bins emptied (or other services) because I had lived here for too long, I would move to a different town. I might even get resettlement allowances in some cases, and there could be other benefits too, such as cheaper property prices, lower prices in shops (merely moving away from the south east of the UK would achieve both these, possibly more). They would have to find a new person to live in my old house, and this new person, rather than PAYING council tax, could be eligible for 100% council tax benefit, AND the council would have to empty the bins again

(The moral is that you SHOULDN'T drive away the player you know, because the new player recruited to replace him/her could be even WORSE when it comes to profitability, AND they would have been given all those juicy "new player" bonuses.)

[Lucky Loser]

Why do Rivals (or rather some Rivals, Royal Apollo included) have a maximum withdrawal allowance per week of 4K?

The withdrawals are only processed at 2250 a week, but why s the max requested allowed per week 4K

Also take into account, the max deposit daily is 10K and weekly is 30K, but the max allowd to be requested for withdraal is a measly 4K

This is why I only deposit small amounts at Rival casinos and never bet more than $5 a spin. just in case I win big. My local pub here in Aus has enough cash on hand to make multiple payments of more than $4k if players win.

The $4k limit is a complete joke. We are meant to be playing at a casino not the local food store. I can only assume the limit is set at $4k because all the Rival operators are small fry.

[Emmal]

Maybe us players misunderstand the point of CS then
I always thought CS was there to help us with things that were NOT "(only see) what there is" on the website and the cashier. If CS can ONLY regurgitate what is printed on the website, and in the cashier - they are pointless (unless we are blind & can't read our monitors).

As for players ONLY being able to get a sensible reply & resolution by contacting you directly, does this imply that your casino is ONLY for Casinomeister members, since other players would NOT know how to contact you directly, or even that this was possible, and would ONLY have the "pointless" CS available to them, who could only tell them what they can see, which is the same as players can see.

Thank you vinylweatherman for allowing me to further claify this issue.
You are right - CR can see and are privvy to things players cannot find on the site and in the cashier. In fact they are privy to more infgormation than me. All I meant to convey with regards to this bonus issue was that our internal marketing person who created the promotion made a mistake. Customer support couldn't have known that in this case because they weren't updated by marketing..so if one department made a mistake - how can they know? we implemeted more procedures to stop these things from happening again .. but like any other business where humans are invlolved these things can happen.
When a player asks a question that CS are not sure about they refer it back to marketing or managment to provide answers.
We offer ALL PLAYERS an email (manager@royalapollo.com) where they can contact our casino manager directly, so my offer to contact me directly is for members of this forum, like I do with other forums.. it's just an additional channel for players..
When players go to our support page they can see toll free phone numbers and also emails for the different departments including marketing (affiliates):
Player support: support@royalapollo.com
Finance: finance@royalapollo.com
VIP Manager vip@royalapollo.com
Casino Manager manager@royalapollo.com
Affiliate Manager affiliates@royalapollo.com

to conclude - it's not only me that can provide answers. I just offer to help wherever I can..When a players asks me a question here I need to contact support and our casino manager, Linda, to get answers.

I hope I managed to clarify things.

thank you

Emma

[clj7221]

Emma,
I had a small win at your casino the other month and now I am bonus banned. I mailed you and you said you would open it and it would take some time but so far it is blocked. I mailed your casino as well and was told I have a security block and they wont open up the bonuses. Anytime someone has any kind of win with Rival they always say it is a security block. You can open up the bonuses yourself. Please let me know whats up. I really enjoy your casino and hope I can get the bonuses back. Thanks.