Another newbie lady ?

[Gemz]

Hi all I’m new and have been looking at this forum for a while and decided to take the plunge and look for some advice on complaints, I currently have one in with mr Vegas and will reach the 8 week point tomorrow and as they haven’t responded so far not sure which route to take next ?

 

[mack341]

Hi welcome Gemz, I'd personally give it a bit longer as you never know if staff are off, i tend to feel if a dept i've complained to is taking a long time to reply, that is a better sign than a prompt dismissal. Maybe allow another week, and then if still no reply use the PAB service run by Max here, I think you're required to PM the casino rep first iirc They can sometimes sort out issues themselves, the time factor already could be the first thing he looks into. Have you had at least an acknowledgement of the complaint?

 

[mack341]

I think as they're part of videoslots they handle the support here for mr vegas. So this link should bring up their CM profile, under which is the 'send private message' option:

Team.Videoslots

 

[Gemz]

Thank you and yes received an response within 24 hours to acknowledge. Thanks for the advice ?

 

[LadyJelena]

Welcome, lady

 

[Gemz]

I took you up on your advice and private messaged the videoslots rep! Who understandably couldn’t help as it was a different casino! But what I don’t understand is they are the same management and have the same team and even when I got the same standard reply back from them in the email it states the videoslots team! I’m very confused ?

 

[maxd]

Yeah, there's a bit of a confusing situation with Mr Vegas. As I understand it they want to run that casino by a different model than Videoslots, including not participating on the forums and suchlike. TBH I'm not entirely clear on their objectives but the bottom line is that they will behave as if the two casinos are not associated with one another.

Usually we offer a complaints service to our membership -- Player Arbitration or PAB for short -- but with Mr Vegas issues they won't participate fully in that process either. That said they usually do deal with any Mr Vegas issues we send to them -- though not with the usual PAB back-and-forth discussions -- so if you're willing to accept the limited assistance we can offer in this case you're welcome to file a PAB with us. See here if you're interested: Submit Your Online Casino Complaint

Regards,
Max Drayman
Player Arbitration (PAB) Manager, Casinomeister.com

 

[Gemz]

Thank you max much appreciated