An issue with player - advice needed

[SlotMonster]

I'll be devils advocate here and say if the system told him he had wagering requirements, which it did, regardless of any email you sent to him, you probably should have refunded him. However, if he's accepted and played with the goodwill you gave him, he no longer has a case against you.

I can't agree here. As it was mentioned above, if he saw the bonus removed, so it is obvious there are no WR to clear and the first step he had to do is to contact support before making a withdrawal.

 

[baldidiot]

This guy sounds like a P.I.T.A.

I agree with the comment that was made earlier, send him over to CM to PAB.

 

[vinylweatherman]

If a player plays on, and loses a disputed sum that was in his account, rather than following through with a gripe, it is usually considered too late to have the clock rewound and the lost amount regained.

He already had £200 handed back to him, and was offered a generous incentive to play again. Although given that he asked for the initial bonus to be removed, this may not interest him.

His actions and reactions over the shortfall in the software are those of a newbie, yet his complaint seems to have come from someone with quite a bit of knowledge of how things work.

You may not hear from him again, but no doubt another casino will have the misfortune of having him try something similar

 

[sparkz]

Excellent post, sparkz!
I'm sure the fact the bonus was given without WR, as free money, make player think that if he push a bit harder - he can get his deposit back. From what I see now in emails sent to him, our CEO offered him another £200 to close this case (I think player will loose it as hi did with the first £200), but reply haven't received yet. If player accept the offer - we will credit his account with £200 and forget about it.

No problem.

I know theres £200 being credited to him which is more than goodwill.

Are you a player yourself? If so im sure you would agree you wouldnt expect generosity to be that great from casinos especially since its going beyond the call of duty and beyond "helping the player in every way".

This thing as well is in this day and age everyone knows how rogue a lot of casinos can be. Back when I started gambling rogues were not as common so it was pot luck.

Nowadays rogue casinos/operators are everywhere. If you google "casinos" you are bound to get the word "rogue" come up next to it under 1 result and its common knowledge even for newbies that you have to be careful where you play.

Furthermore it brings up the simple subject of "customer support". If a player suspects the slightest thing isnt right then they should know full well to get onto customer support and get them to make it right.

For me even if I have the slightest query I make sure im onto support right away. Even if I have to ask 3 different CS staff the same question to make sure im given the right answer.

Thats what you guys are there for anyway. To make sure the players experience is fair and they are treated correctly so when they lose they can say "ahh well, wasnt my day" or if they win you are there to say "well done, you played well and we hope you enjoy your winnings". Im sure no customer support would ever mind a player asking the same thing several times for piece of mind, afterall players are the casinos bread and butter and if they are happy the casino is happy.

 

[casinoboy2k]

I also agree with Repro

Vic, you made the terms clear on what it was he was expected to do.
I feel like he is taking advantage of your kindness. At best, give him only half back.

 

[SlotMonster]

Thats what you guys are there for anyway. To make sure the players experience is fair and they are treated correctly so when they lose they can say "ahh well, wasnt my day" or if they win you are there to say "well done, you played well and we hope you enjoy your winnings". Im sure no customer support would ever mind a player asking the same thing several times for piece of mind, afterall players are the casinos bread and butter and if they are happy the casino is happy.

That's the main principle of our business and we are doing our best to follow it

Vic, you made the terms clear on what it was he was expected to do. I feel like he is taking advantage of your kindness. At best, give him only half back.

Well, as I said: lesson learned and we are now closing every possible loophole in our system

 

[SlotMonster]

Case Closed!

Well, I think we can close this "case".

Player has accepted another £200 we offered him with 1x wagering on Slots (giving us £400 in total we paid back) and apparently lost it all again.

Then he deposited £140 more and managed to build his bankroll up to £540 and then submitted a withdrawal, which we processed almost immediately.

Player also asked his account to be closed, and it was also done.

End of story

 

[sparkz]

bit strange, he loses £400 of deposits, then loses everything else (the amounts you credited), but then a deposit of a weird sum (£140) got him his exact money back that he deposited.

You sure all his money wasnt refunded because it could seem strange a player peaking and cashing out at exactly the amount lost (especially this player who cant even keep his balance when he has won, so surely winning just his money back will make him push for more)

Anyways glad you resolved it, and remember "if you give them an inch they will try and take a mile"

 

[vinylweatherman]

bit strange, he loses £400 of deposits, then loses everything else (the amounts you credited), but then a deposit of a weird sum (£140) got him his exact money back that he deposited.

You sure all his money wasnt refunded because it could seem strange a player peaking and cashing out at exactly the amount lost (especially this player who cant even keep his balance when he has won, so surely winning just his money back will make him push for more)

Anyways glad you resolved it, and remember "if you give them an inch they will try and take a mile"

Not really. A spark of common sense maybe, quit at break-even for once rather than lose the lot a THIRD time.

It seems odd too that he played away the later £200, rather than realising he was on borrowed time, and cashing out what he could get away with.

Maybe he had something else in mind, but decided that Viaden would not fall for it, so quit at break-even, closed his account, and moved on.

£140 may have been his "left overs" that day. I have sometimes deposited odd amounts when this is all that remained in my Neteller, even though I usually deposit in "round numbers" like £100, £200, etc...

 

[SlotMonster]

I'm glad we finally closed it, because sending endless emails started to be just a waste of time, so I think we handled it well

 

[cagedtiger]

imho

When a player asks for a bonus to be removed, it is only for the reason that there be no WR. To me, it`s clear cut. He had it his way, lost, then found other excuses to fight for more chances to try again.

You`ve been very fair. What casino are you a representing? I'm not sure where to check for that in your post, but you guys sound awesome and fair

 

[SlotMonster]

You`ve been very fair. What casino are you a representing? I'm not sure where to check for that in your post, but you guys sound awesome and fair

Thanks! See my signature for more information

 

[Repro]

Well, I think we can close this "case".

Player has accepted another £200 we offered him with 1x wagering on Slots (giving us £400 in total we paid back) and apparently lost it all again.

Then he deposited £140 more and managed to build his bankroll up to £540 and then submitted a withdrawal, which we processed almost immediately.

Player also asked his account to be closed, and it was also done.

End of story

Although i'm glad this case is closed, i still think too much credit has been given to this player.

Hmm... Too bad it's UK only (right?) or i would have tried the same thing maybe (+EV!!!)

 

[oldtrvlagt]

Viktar...you are a gentleman and you and the casino should do well I wish you success

 

[jod5413]

Viktar...you are a gentleman and you and the casino should do well I wish you success

I agree 100% with you, Oldtrvlagt. No matter how big your outfit gets, Viktar, if you maintain this one on one attitude with players you should go far in the business!!

 

[zaaaaabaaaaam]

Viktar, i think you've done more than enough for this player.

You SPECIFICALLY told him in the email that he should contact you if he wanted to withdraw. He also should have known that there COULDN'T have been a remaining WR, because he himself took action to have the bonus removed.

I think the £200 you credited him - no WR even - was too generous. I'm afraid just BECAUSE you have been this generous he is trying to take (extra) advantage of it.

You already offered him big depositbonusses and i should leave it at that.

My vision on this is: "case closed". You would be crazy to credit him the £400.

Frank

I totally agree with above. Enough is enough. You cannot give in too much as this would just hurt the business in the long run. It's a pretty clear case of a player abusing the generosity of the casino. No refund to player. Case closed.