Threats from BetRoyal

[bb1webs]

Junior operational managers - and sometimes not even managers at all - are given authority to screw players over with disqualifications, lock accounts and generally negate all the work the marketers put in to try and generate new business and a good reputation.

and you know what's amazing is that these same people do not have the authority to do something as simple as comp somebody a reasonable amount of credits in respect to the size of the player which any intelligent casino manager should have this info at finger-tips reach for obvious reasons, especially the whales so that if one comes in saying his game froze up and he felt that the casino owed him the cost of one spin of the reels that the support should have ORDERS to NEVER argue with the player in trade of simply saying "yes sir, we'll refund the cost of that one spin right now, .. no I don't have to check any records or get any permission to do it: in fact sir its now been done as we were speaking, thank you and good luck"...

because regardless of whether that person was correct or not: if they are a proven player that has it in their mind the casino owes them a free spin, .... pay 'em! and not after making them fight the man-eating alligator! which so often seems to be the case with OCs. Only after they've made themselves look so incredibly petty that you wouldn't ever want to play there again.... do they end up doing the right thing. (btw this really happened to me and I am a good sized player)

Its so darn backwards.

but wait ... the stupidity hasn't ended yet! Then in their endless wisdom that same casino that wanted to hassle that proven player over a lousy $25 or even call it a $100 ... turns right around and offer a free $100 with a $25 purchase which if the casino is lucky will result in about .... (I'm guestimating here) ... about 1 in 10 turning out to be a .... yes you guessed it... a proven player.

sigh.

Whoever is at the top of the pile needs to take a month off from what I'm sure is a busy life-style and restructure the whole thing around a more Las Vegas-style approach because you don't throw a casino up in the middle of a desert and end up being the kind of place that Vegas has grown to be by taking the wrong approach to how to treat gamblers.

Frankly I am constantly amazed that OCs can't see the perfect recipe for successfully gaining and most importantly RETAINING the kind of quality visitor any casino virtual or otherwise; would desire to entertain for resulting in a very lucrative future. And its right there in Las Vegas and that means one simple thing: cater to the customer.

Vegas managers would cringe (and then have the offending employee beaten ... jus kiddin'... sorta) if they became aware of a situation where their players are treated in the offensive manner which many, many online players are treated on a regular basis.

I better stop now because I could go on all day about this stuff because like CM: much of my livelihood depends on the fact that I have based my websites on listing quality establishments ... so when the places that you know are the best of the lot are still found to have instances where players are treated in "less than they should be" manner, it is extremely upsetting.

You know I don't have access to talk to the people that need to hear this stuff or else I would make sure they do, and believe me aff managers have received letters from me stressing these very points need to be fed hand-to-mouth to the people that interact with the public .... and I do think things have improved considerably in the last 2 years (speaking of some of the places I list) but I still hear things every once in a while which make me want to ...
cringe (and then have the offending employee beaten ... jus kiddin'... sorta)

[phynqster]

Great Post, I loved it up to a certain point. As an excasino manager who was envolved in those type of situations, I never had a problem giving a player comps to satisfy them and usually 10 times the amount that they lost, but when a player said that they were cheated by a game. You need to understand that when a player says" that machine stole my money, or I had a royal flush and it didn't pay" I had the integrity of the casino to uphold. Sure it would be easier to just give the player the comps, but than that customer will always think that the casino really does screw up or cheat. I never had a hard time giving a player comps when they said" hey can I get some comps, I just had a bad run."
So remember when there are problems with the casino remember what you sound like when you complain.