Irish Luck, treated like a dog

[vinylweatherman]

Hi Josh.

I will allow bonuses on your account using the username / email address you sent me yesterday in PM. I will also put some notes on your account for any support staff to talk to.

It is possible (actually highly likely) that your account is also being banned/suspended because you've chosen to self-exclude yourself from other Rival casinos.
If this is the case, that part of the system is designed protect people from playing at another property and avoiding a self imposed ban somewhere else.

It is a difficult situation for me, because I prefer to be cautious with regards to responsible gambling.

If anybody else has this problem, please PM me, or email vip@irishluckcasino.com , and we will look at your account and help you.

For the record, Irish Luck is an independent casino, and not part of any existing group. We will be adding more casinos in the future though.

RE: Banning / Bonus-banning winning players.
This is NOT Irish Luck Policy. We will never ban you because you win!

RE: Rival system banning players.
The system can be too aggressive in many cases with banning players from taking bonuses. Like slotocash, we are moving towards a manual review, rather than relying on the software to determine who to ban.

RE: Our VIP program.
As others have pointed out, many casinos treat their VIP players like gold. Irish luck is no exception. Our VIP manager will treat you like royalty.
Moreover, you will get the same level of attention if you spend $20, or $20,000 with us.


I will respond to the other issues raised in this thread separately.

Please bear with me while I sort the original issue out ASAP.

Whatever parameters were being accumulated, it was the $2000 win that ACTUALLY TRIPPED the ban switch, and NOT the self exclusions. If this was a responsible gambling detection system, the bonus ban would have been tripped a LONG time ago because of this pattern of frequent binges and self exclusions, instead, the computer held off, showering this "problem gambler" with bonuses UNTIL HE WON off one of them, and ONLY THEN did the ban switch trip.

CM has always said that bonuses are optional for casinos to offer, but Rival handle it SO VERY BADLY, by having a system that seems to use the bonus ban as a PUNISHMENT option, which is tripped by a WIN.

Rival casinos claim to be independent, but they SHARE WAY TOO MUCH INFORMATION BETWEEN THEM, and this Central Database looks one HELL of a lot more "intrusive" than simply collecting and identifying rogue players, fraudsters, and blatant "bonus abusers".

It seems that winning is a very POWERFULLY WEIGHTED parameter in the computerised system, and overrides parameters that are FAR more important in determining which players deserve bonuses, and which do not.

It is little use having management overrule the computer after the fact, the damage has been done, you have treated the player "like a dog", and then decided to say "sorry". It would be better to NOT treat the player "like a dog" in the first place.

What is particularly bad about this situation is that players have no idea what they might be doing wrong to receive the bonus ban treatment, as whetever CM says, these players ARE receiving "second class treatment", since the service offered by Rival casinos is strongly linked to bonus based promotions.

The reported reduction in maximum bet is easily justified with the "responsible gamblng" argument, but again, this should have happened BEFORE, when the player showed the first signs of binge playing followed by self exclusion - which is a BIG and LOUD signal that a player might have "problems" with gambling. WHY did it take a $2000 WIN to trip this reduction in max bet, why was this not tripped when this player LOST a huge wad, and then self excluded.

So long as Rivals are a slave to this central computer, they are by no means "independent", they behave like different casinos within a casino group.

If I won £15,000 off a bonus in one palace group casino, I might expect a reduction or loss of bonuses, and maybe even some effect on my offers at another palace group casino. HOWEVER, if my £15,000 win suddenly resulted in a bonus ban at Jackpot Factory, I would be ABSOLUTELY HORRIFIED, yet this is routine for these "independent" Rival casinos.

A good deal more openness is required with regard to this central system when it comes to deciding why certain players get the bonus ban, while others, who clearly show signs of "problem gambling", do NOT get a ban, but ever more encouragement to deposit more.

The way players who are simply "lucky" get saddled with max cashout restrictions, reduced max bet, as well as bonus bans, makes me question the random nature of the games. Restricting players in this way simply because they get a very lucky run is at odds with this statement:-

Please be advised that all our games are completely random and are controlled by a random number generator. This generator has been tested by independent parties outside of the casino and has shown to be completely random. Rival has received RNG certification by CertainKey based on Fortuna-based algorithm for highly prized "cryptographically secure" classification, assuring 100% fair gaming.

It is a hardware-based source of randomness for RNG seeding, a far superior alternative to software-based sources. This is all to ensure a complete random game always for all our players.

Because of this at times people can have incredible amounts of luck while at other times it seems all they do is loose. Most people of course only remember when they loose, but forget those couple of winning spins in a row. And off course it is gambling, sometimes you win, sometimes you loose.

These reports of players receiving restrictions straight after a big run of luck simply should not exist, the CASINO should brush it aside as just one of those things that happen with random games, but.... they don't

[Zodiac]

For the record, Irish Luck is an independent casino, and not part of any existing group. We will be adding more casinos in the future though.

RE: Banning / Bonus-banning winning players.
This is NOT Irish Luck Policy. We will never ban you because you win!

RE: Rival system banning players.
The system can be too aggressive in many cases with banning players from taking bonuses. Like slotocash, we are moving towards a manual review, rather than relying on the software to determine who to ban.

RE: Our VIP program.
As others have pointed out, many casinos treat their VIP players like gold. Irish luck is no exception. Our VIP manager will treat you like royalty.
Moreover, you will get the same level of attention if you spend $20, or $20,000 with us.


I will respond to the other issues raised in this thread separately.

Please bear with me while I sort the original issue out ASAP.

That's also what i wanted to scribe Tristan.

I was suddenly again once banned from the system this time on Irish Luck and i sent them an comment.

The fun was that i became VIP status a few days before.

Then i thought okay you will get no reply and the next Rival will be in Order.

So i was very surprised that i got last week a nice phone call from your partner.

I could not believe that he apologized to me for banning because i'm always a loyal player.

You said that Irish Luck operate alone and use only the software from Rival and you work directly for the owners.

Good for us as customers, that we don't must fearing to ban without really reasons.

Your partner Gary made my account eligible again for promotions.

Good to hear that these guys will have a look into the accounts manually after a player will ban from this crazy detected system.

Until now i always recommended Sloto Cash how many other players too.

Now it's time to recommend Irish Luck Casino what i will do at our sites.

Thank you for this good news you have understand what the players like.

This is what i name of a good customer service.


welcome on Board Tristan


Cheers

Zodiac

[Jasminebed]

Here is something I don't understand that happens in the minds of online casinos in many instances.

Land based casinos shower winners with comps...they seem to understand that a winner is most likely to become a loser if they continue to play. Suggest that I can have a meal and a room, and I may delay my departure home, and not to sit in my room and watch TV.

If you show me the door, I'd never darken your establishment again, and there goes all chance of you recouping your "loss". There is a reason for the house edge...to ensure the casino makes money in the long haul.

As said before by other members, sounds like they don't believe in their own randomness either, and most particularly in the case of slot players. And if there is any "rigging" possible, it would be on the casinos' end, not mine.

[vinylweatherman]

It seems there is growing discontent with this Rival system FROM CASINO MANAGERS, who ARE now routinely overturning these automated bans.

How about the next step. Rather than let the system ban the player straight away, have it send an automated review message to management so that they can review the account first, and avoid the unnecessary indignity of having to offer a grovelling apology to loyal, and sometimes VIP level, players.

ALL Rivals should adopt this system, and use automated bans only for FRAUD cases (to prevent further fraud).

If the ban is going to be upheld, do NOT make it "retrospective", by confiscating promotional funds ALREADY EARNED SO FAR, such as cashbacks.

It may be worth reinventing the system so that it can offer personalised bonuses and promotions based on player activity, thus no player will feel "second class", and they will NOT be offered a generous promotion only to be told "take a hike" when they try to claim it, but they will see a PERSONALISED offer based on THEIR play, and it will NOT be refused once offered. The offers may be LESS generous than those offered to other players, but rather than feeling as though they are "second class", they will feel that the casino is treating them like an individual customer, rather than a number in a robotic system.

Palace Group and Club World are two groups that I KNOW through experience have moved to offering individually tailored promotions, rather than using the everything or nothing approach.

[Josh66]

Interesting reading these additional posts above.

I have to say that the guys at Irish Luck made a real effort with me today, phoning, emailing and sorting a few things out, I got a handsome nd bonus as well which was jolly decent. It's all about getting treated right and I will give them a spin over the next while.

Cheers

J

[IrishLuckCasino]

Well if that is truly the case then what is the point of spending/depositing what we do in order to be VIP Customers ?? That does not even make any sense and goes against all the grain of the way land based casinos operate toward their VIP clientele...

RE: VIP Customer service.

A couple of people have picked up on that point. I agree it was poorly worded and didn't really convey the point i was trying to make.

My point was, any customer, weather 'large' or 'small' can expect a very high level of customer service from us.

Our VIP customers will get treated like royalty, with extra benefits and privileges that go way above and beyond bonuses and extra money to play with. Benefits such as these depend a lot on the individual. There's not a set programme here because the VIP managers will get to know you first and decide on something suitable.

For frequent/regular players there is also a Loyalty program which rewards you based on your your length of play with us, deposits and a range of other factors.

RE: Bonuses

We are literally in the middle of changing our entire bonuses and promotions system. This includes the generic bonuses and the multiple VIP and loyalty systems. It will 100% completed in next day or two. There is a LOT to do here, so if you login and see that you don't have any bonuses at all... don't panic! They'll definitely appear again.

At a bare minimum, the default signup and cashback bonuses should be available to you though.

If you have any issues regarding bonuses, I urge you to contact our support staff about the matter first.

[chuchu59]

Haha! I was playing at Irish Luck when the message telling me not to panic appeared. Though a bit surprised, at least this is the right way to convey something towards a player who will feel bad when he has played on several occasions and then suddenly finds nothing in the cashier with regard to promotions.

Er, maybe we could have used a better word than 'panic' though I cant think of one right now.

[IrishLuckCasino]

Er, maybe we could have used a better word than 'panic' though I cant think of one right now.

Ah... that was me

Good point though, I think I should've used "worry", or "be alarmed" instead.

[Nifty29]

Well I couldnt even claim the SUB from irish luck....got banned as soon as my account was created obviously.

Looks like Sloto keeps my business!!

[IrishLuckCasino]

Well I couldnt even claim the SUB from irish luck....got banned as soon as my account was created obviously.

Looks like Sloto keeps my business!!

Please PM me your username and email address Nifty29.