New Policy Change Procedure

[lanidar]

Boy, Jinnia and Track just about hit all the bases.
I'd like to add something but, I can't think of a single solitary thing.

mrracetrack: I put this into Google... Prism Casino+Complaints... here is the result:

Results 1 - 20 of about 41,400 for Prism Casino+Complaints.

I didn't know that there were THAT many.
56 complaints are pretty close to 41,400 Track... give the mathematician a break! He's probably working for nickels and dimes. Virtual probably took him off one of the banana farms I saw when I was in Costa Rica.
Thanks Track.

Jinnia: I was a victim of Virtual/Prism/Grafix back in 2003. And their actions caused me to lose a lot, not just them not paying winnings, but what they took from my checking account without authorization.

Real nice people. Just the kind of casino you'd want to go back and play in again and again.
I just love their honesty and integrity.

[quber]

I know you have me as an advancedplayer, and because of this you told me i will recive only 500$ per week. But as the whole thing goes, i recived 500$ every 3-4 weeks.

I can not understand why a Casino will only pay $500 a week, if they are willing to take any amount a week off me they should pay any amount back to me.

If you owe a player money they are not going to play again until they have received all their winnings (and even then they probably wouldn't play again), if you give them a fast payout that money will come straight back at you.

I would never put 1 penny in a casino with limited cashout rules it just makes no sense and is a sure sign of a dodgy casino.

[Robertsgirl]

I would like to explain to Chris that ever player does not belong to these forums. I joined after a withdraw problem from Prism Casino. Some of the Customer Service employes gave conflicting, and or mis-information. What really got me, was that one would end Chats, and became quite rude. I called for the Manager on several occasions they kept saying that he's not available.
Chris did intervene, and I was paid. (not in the manner that I requested) I am sure from everones perspective, I should be happy. However, it appear's that he is attempting to clear the air here....So I have some suggestions....from a new to online gamming players perspective.

Please....educate your CS staff. When they give wrong or mis-information, this makes they players quite skepical about the type of casino they are playing at. Since they are the players point of contact, they are representatives of your establishment. In my case, I think that they said anything to get me off of the phone..such as your withdraw will be processed today. Well as I am sure you can imagine after a couple of weeks of today, Wed, and Fri...With no payment?? This makes one quite testy!

Please...make the T/C easy to find, and easy to read. I have been in the Legal Field for 17 years, for a Government entity. I did not realize that I had to put the pieces of the puzzle together to understand the T/C.

Please...be available to the player's. After reading your statement, I see that you are attempting to clean up one heck of a mess. If I would have spoke to you, maybe my issues would not have been posted anywhere.

I hope that I have not stepped on anyones toes here..Just my opinion.

[VIP_Lounge_Mgr]

Okay guys,

Here we go...

mrracetrack: "I put this into Google... Prism Casino+Complaints... here is the result:

Results 1 - 20 of about 41,400 for Prism Casino+Complaints."

I was actually referring to what casinomeister stated as the reasons for being re-rogued...

casinomesiter.com: "During their sixth month probation period, there were no less than 56 complaints submitted via the Pitch a Bitch section."
http://www.casinomeister.com/rogue/n...ed/virtual.php

I would like to show you all how accurate that search is that mrracetrack performed. I decided to do it on some of the Accredited Casino's here at Casinomeister. Here are the results (you can check them if you like)...

Accredited Casinos

All Jackpots Casino
Results 1 - 10 of about 303,000 for All Jackpots Casino + complaints.

Golden Riviera Casino
Results 1 - 10 of about 82,800 for Golden Riviera Casino + complaints.

Riverbelle Online Casino
Results 1 - 10 of about 32,600 for Riverbelle Online Casino + complaints.

InterCasino
Results 1 - 10 of about 27,300 for InterCasino + complaints.

That is just some of them. You still think we are so far out of the norm? Our results were only about 14.5% of what were received for All Jackpots Casino and half of the results for Golden Riviera Casino. Either the search you ran is very inaccurate, or we aren't as bad as you might think, huh?

mrracetrack: "Oh... it's "Rogue" or "Rogued" Chris...not "rouged"... unless you are referring to coloring your casino with make up... "

Sorry for the spelling error. That's what I get for using spell check. I should have remembered how to spell it... I used to read X-Men comics enough, lol.

lojo: "The Prism Manager might not be able to speak for the group, and he might not want to. Maybe i was too aggressive and he should ignore me and anyone else that asks questions like that. Maybe the best thing is for him to cover his ass by posting changes in real time so nobody can say it wasn't so; answer questions about the two or three casinos he manages, deal with any current issues in real time and let the chips fall where they may. I dunno."

This is the best I can do. I know the managers of each of our other casinos and we do help each other out from time to time, but I have nothing to do with their policies and procedures. I am happy to try and resolve any disputes with the three casinos I am responsible for and can speak on the behalf of all reps working for these casinos. I do not want to get involved with disputes regarding our other casinos, as I have no authority there.

mrracetrack: "So when I see yet another "Virtual manager/spokesperson" (and there have been a few previously) come to a forum and start to "defend" the ethics and reputation of a Virtual casino... I feel it's appropriate to continue to make people aware of the "less than stellar" reputation and history this group has deservedly earned over the years."

That is a wonderful sentiment and I am sure that a lot of people will be happy to hear that you are looking out for their best interests. Unfortunately, your comments are all very vague. You state...

"I feel it's appropriate to continue to make people aware of the "less than stellar" reputation and history this group has deservedly earned over the years."

What exactly are the issues that you want to share with everyone? That we have had complaints? Yes, we have had people complain. That we have been slow making payments? Yes, we have been slow making payments at times. I am not disputing any of those facts. But, to base the integrity of our casinos on those facts... that is not right. We ALWAYS PAY… whether there have been delays in the past or not. And, if we don't, there is a reason; either the player broke casino rules or was fraudulent. Those are the only reasons we wouldn't pay a player. So, do you have a real issue that I can help you with or would you like to continue running useless queries in Google, pulling statistics out of thin air and making fun of my spelling? I will happy to help you with anything you might need.

jinnia: "My question is, "how many times does it take for a casino, group of casinos say they have cleaned up their act, and webmasters gives them yet, another chance, to only have it thrown right back in their faces? How many times right here at Casinomeisters??"

You stated in this same post, not only that this problem was back in 2003, but also that it was resolved. I am here to make sure that current problems are taken care of and that players are treated fairly... NOW. There is nothing that I can do for you now if you had problems with one of our casinos in the past, and you said yourself that we resolved the issue for you a couple of years ago. So, to say that we are throwing it back in the faces of players, when we have actually worked to resolve all issues, no matter how dated, does not seem fair to me. What else can we do?

dancinggoon: "Regarding the cashout policy i have quoted, it would be nice if you can take some care about my account "casinosep" on Prism. On the 28.10.2006 i ordered a cashout ob around 7000$ from you Casino, until now i have recived exactly 3000$ thats not nearly the half, after around 5 months! I know you have me as an advancedplayer, and because of this you told me i will recive only 500$ per week. But as the whole thing goes, i recived 500$ every 3-4 weeks."

These deals were made under previous management and we have upheld those deals. But, for all withdrawals requested recently, payments are not being adjusted based on player class. Please contact me though, and I will see if I can work something out with you.

Email: chris@prismcasino.com

robertsgirl: "Please....educate your CS staff. When they give wrong or mis-information, this makes they players quite skepical about the type of casino they are playing at. Since they are the players point of contact, they are representatives of your establishment. In my case, I think that they said anything to get me off of the phone..such as your withdraw will be processed today. Well as I am sure you can imagine after a couple of weeks of today, Wed, and Fri...With no payment?? This makes one quite testy!"

How are you? It's been awhile. I couldn't agree with you more. I have done my best to make sure that my staff is well educated and able to answer most any queries thrown their way. I do catch some stupid comments or answers from time to time though; I don't think it can be avoided. They are a fairly new group, none of them having been here for more than a year, but they are eager to learn and getting better every day. Please contact me by email, I pasted my link above, so that we can discuss the specific rep you were having a problem with and try to get that resolved.

robertsgirl: "Please...make the T/C easy to find, and easy to read. I have been in the Legal Field for 17 years, for a Government entity. I did not realize that I had to put the pieces of the puzzle together to understand the T/C."

I think our Terms and Conditions are the most simple I have ever read. Please let me know where you think we could make some improvement.

robertsgirl: "Please...be available to the player's. After reading your statement, I see that you are attempting to clean up one heck of a mess. If I would have spoke to you, maybe my issues would not have been posted anywhere."

Unfortunately, my job now requires a lot more of me than just answering chats and phone calls. I am here, and available, almost 9 hours a day, to all of our players. But, there are times, like when I am doing things like this, or promotions, or withdrawals, that I am not available to my players. That is what our staff is for. An issue should only escalate to me if it cannot be resolved by our customer service staff. I think you have been taken care of fully, though. Was there anything else that you needed resolved?



Well, once again, I apologize for the length and thank you all for your input. Have a great day.

Chris
VIP Lounge, Prism and Slots of Vegas Manager

[lojo]

Quote:
lojo: "The Prism Manager might not be able to speak for the group, and he might not want to....

This is the best I can do. I know the managers of each of our other casinos and we do help each other out from time to time, but I have nothing to do with their policies and procedures. I am happy to try and resolve any disputes with the three casinos I am responsible for and can speak on the behalf of all reps working for these casinos. I do not want to get involved with disputes regarding our other casinos, as I have no authority there.

Thanks, Chris. Again, I have confidence in your management, so therefor the casinos you are responsible for. And again, as a player I want to commend you for making yourself available to the forum and for your willingness to settle any disputes as they happen. (Of course they shouldn't appear here at all, but sometimes a player and casino won't see eye to eye and public exposure and feedback might be needed).

I understand you can only act within your sphere of influence to improve the Group's reputation overall. Best of luck

[vinylweatherman]

"Slots of Vegas.com is a Slots Portal of the Prism Casino Group. If you already have the Prism Account please do not download again!"

That has been on the download page of the Slots of Vegas web site since the casino was created. It is directly below the spot you need to enter your info to be allowed to download

This is true, but why have different "Portals" when players can only play at one, it can only help to confuse players, especially when they hear about these portals from your "spammy affiliates" who are interested only in getting the victim to click through and download.
Surely all the games in "slots of vegas" are also available in the main Prism casino. This is probably what caused the earlier problem of the player signing up at Slots of Vegas and being told their winnings were voided due to breaching the Prism terms and conditions. They will have seen the warning, but if they did not have a Prism account would have downloaded the casino, and expected the terms on the portal to apply to them without needing to look for the Prism terms.

While the number of complaints was small, it is the nature, not the number, that really counts. The fact that issues are resolved is not relevant if it took going to Casinomeister to get anyone to see sense. A good casino would resolve a problem straight away, rather than allow it to ferment, hoping the issue will go away.
Large numbers of players cannot see any logic in terms where you would refuse to pay a Finnish player for doing exactly the same thing as an American player. As far as they are concerned, they have been branded "second class" based on where they live. Because such country bans are in a special section of the terms, the large number of American players who have failed to read the terms are not affected because the terms just don't apply. I bet if a term banning American and Canadian players from bonuses was slipped in without notice, and new players left to find out themselves by reading the T & C (which they should, but many don't), there would be a massive number of complaints from players who have "never had trouble before" with online casinos.
Clever players who KNOW why Finnish players are banned will be finding ever more inventive ways of beating the casino, and some will be succeeding.

[Sbjr]

I was about to go play here until I saw you guys are part of the prism group. I threw my money down a hole instead, at least then I don't have to wonder if I will receive anything back.

[mrracetrack]

Quote:
mrracetrack: "I put this into Google... Prism Casino+Complaints... here is the result:

Results 1 - 20 of about 41,400 for Prism Casino+Complaints."

I was actually referring to what casinomeister stated as the reasons for being re-rogued...


Quote:
casinomesiter.com: "During their sixth month probation period, there were no less than 56 complaints submitted via the Pitch a Bitch section."
http://www.casinomeister.com/rogue/n...ed/virtual.php

I posted what showed up on Google... I made no comments or remarks pertaining to that stat... other than it shows a LOT more than 56 complaints. People can take from that statistic whatever they choose.

Quote:
mrracetrack: "So when I see yet another "Virtual manager/spokesperson" (and there have been a few previously) come to a forum and start to "defend" the ethics and reputation of a Virtual casino... I feel it's appropriate to continue to make people aware of the "less than stellar" reputation and history this group has deservedly earned over the years."

That is a wonderful sentiment and I am sure that a lot of people will be happy to hear that you are looking out for their best interests. Unfortunately, your comments are all very vague...

Well Chris... I'm sure that having YOU looking out for peoples best interest will be quite reassuring to everyone...

What comments were vague??

The previous managers/spokespersons?

Virtual Ted posted on here... and on the forum I am a moderator on.

Ted at least appeared to try to honestly answer questions and accusations. He took the "heat" rather well, IMO. Unfortunately... he no longer works for Virtual... and I believe he mentioned he was stiffed out of his final paycheck... How surprising...

Virtual Danny also was given the opportunity to state his thoughts and defend Virtual... on both the Sucks and the OPU forums... and got his feelings hurt... and couldn't stand the heat... and scurried off with his tail between his legs... never to be heard from again... (except for the "Virtual Danny Spam" he continued to send to everyone)...

He sure didn't do much for the reputation of the Virtual Casino group... other than add to the negative views most people already held about them.

Were you referring to my comment about the "less than steller" reputation?

Anyone who does a search on ANY of the major gambling forums (including here on Casinomeister) about Virtual Casinos... and especially PRISM... will find thread after thread of NEGATIVE posts concerning these casinos... and that is a FACT... not some "vague" comments on my part.

We ALWAYS PAY… whether there have been delays in the past or not. And, if we don't, there is a reason; either the player broke casino rules or was fraudulent. Those are the only reasons we wouldn't pay a player.

No... you DON'T "always pay"... you invoke what you stated above... claims of "the player broke casino rules or was fraudulent" which has been the standard "catch phrase" you invoked FAR too many times... and is exactly what the Virtual group and PRISM are infamous for.

Now you come on here claiming that you will post any and all "T&C changes"... and be accessable to players to deal with any "problems"...

Well... that's great, Chris...

You want everyone to just "forgive and forget" all past injustices... and give you and your casinos a "fresh start" now...

The old adage "Actions speak louder than words" seems more appropriate here.

We don't need you to "tell" us how great things are going to be with your casinos... we need to "see" it.

All these types of "promises" have been made numerous times by the Virtual group in the past... and were continually "broken" numerous times.

I give you credit, Chris... you are trying to do your job to the best of your ability... and your attempts at "spin doctoring" all the negative things posted about your casinos is commendable... but as I stated above...

"Actions speak louder than words"...

[catrina m]

"Virtual Danny also was given the opportunity to state his thoughts and defend Virtual... on both the Sucks and the OPU forums... and got his feelings hurt... and couldn't stand the heat... and scurried off with his tail between his legs... never to be heard from again... (except for the "Virtual Danny Spam" he continued to send to everyone)... "


I had to email virtual danny to get him to stop. Maybe he will, lol

ok
Danny

VirtualDanny.com
Part of The Virtual Casino Group TODAY
1 866 968 7946
Danny@VirtualDanny.com

Working Hours
Noon to Midnight EST Monday to Saturday

The Virtual Casino Group TODAY
TheVirtualCasino.com
CrystalClubCasino.com
VegasStripCasino.com
Spin2WinCasino.com
WinItCasino.com
Second to None – Separate to Themselves – United as One

http://www.VirtualDanny.com/ - Take a Tour
Click on ALL 16 Links to the left

----- Original Message -----
From:
To: Danny
Sent: Thursday, April 26, 2007 8:50 AM
Subject: Re: stop the emails



----- Original Message -----
From: Danny
To:
Sent: Wednesday, April 25, 2007 10:49 PM
Subject: Re: stop the emails


Hi

Sorry to bother you. I cant find you on my list. I think I already took you off. What the email address? I'll forward it to support to take you off their list
Danny

VirtualDanny.com
Part of The Virtual Casino Group TODAY
1 866 968 7946
Danny@VirtualDanny.com

Working Hours
Noon to Midnight EST Monday to Saturday

The Virtual Casino Group TODAY
TheVirtualCasino.com
CrystalClubCasino.com
VegasStripCasino.com
Spin2WinCasino.com
WinItCasino.com
Second to None – Separate to Themselves – United as One

http://www.VirtualDanny.com/ - Take a Tour
Click on ALL 16 Links to the left

----- Original Message -----
From:
To: Danny@VirtualDanny.com
Sent: Wednesday, April 25, 2007 1:23 PM
Subject: stop the emails


stop the emails

[catrina m]

I removed my email address from the previous post because I don't virtual chris spamming me also.