Bring back my VIP manager !!!

SAunnyS72

On a Break
Joined
Dec 9, 2011
Location
Australia
Why is it that when I join a casino I normally get the best VIP manager and all of a sudden they disappear into thin air and then I have to deal with managers that don't even give a $#it ?

Example... My best VIP manager till date was Grant Smith from Belle Rock ... I talked to him everyday and was the nicest guy ever. I felt comfortable spending 1000s of dollars there because of his service... Then I win 10k + 57k and poof he's gone. One day I called up for him and apparently he's been moved and they said my new manager was xxxx ... It's been 3 months and haven't heard anything from her... NOTHING!!! Lol

Royal Vegas ... Had a great VIP manager.. Used to lose 10s of thousands but didn't care because of customer service.... Had some issues so I was moved to this new guy ( won't mention his name). ... After spending so much money and practically shyte returns ... I called this guy up and said what would you do to keep me as a player as you can see how much I spend .... His answer "not much". .... What??? Please tell me what CS school did you go to ? .... Not much for a VIP member that spends 5k a week ???

BRING ME MY GOOD VIP MANAGERS BACK !!!!!!!

My feelings are best expressed in this ad: ( hope it's not taken in a gay sense... Not that there's anything wrong with it)

 
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Royal Vegas ... Had a great VIP manager.. Used to lose 10s of thousands but didn't care because of customer service.... Had some issues so I was moved to this new guy ( won't mention his name). ... After spending so much money and practically shyte returns ... I called this guy up and said what would you do to keep me as a player as you can see how much I spend .... His answer "not much". .... What??? Please tell me what CS school did you go to ? .... Not much for a VIP member that spends 5k a week

Hi SAunnyS72

There is no reason why you should receive less service than before. It is simply not acceptable.

I have sent you a PM so I can get to the bottom of this.

Regards

Wim
VP Operations
Fortune Lounge
 
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Hi SAunnyS72

There is no reason why you should receive less service than before. It is simply not acceptable.

I have sent you a PM so I can get to the bottom of this.

Regards

Wim
VP Operations
Fortune Lounge

Thanks for your prompt response Wim. I was just venting .... But good to see your quick response.

I have PMed you the details ... I am sure you can rectify this for other players if any face the same issue.

Thanks
Sunny
 
My first thought when reading the threadtitel was not so nice.
"O those poor rich people complaining again":rolleyes:

They can buy anything they like and play for 5K a week, just having a good time so what is there to complain about:eek2:

But the better of me finally set in and I realized that I wasn't fair thinking like that.:oops:

I sent a pm to Sunny asking him if it didn't feel a little stupid buying people like that even though he knows that they wouldn't care if he couldn't pay, and that it was just their job.
His answer was what I had expected it to be. That in the beginning that was just what he thought also, but then he realized that if he pays to get the service, he also is supposed to get it.
(Did I get it right Sunny?)

That I believe says a lot of what a forum like this is worth to have.
I don't care at all if he would be a millionaire, and he don't care if I almost can't pay my rent. We share an interest, and we come to the same place to talk about it.

We might not live the same kind of life, but in here we all is allowed to be just who we are. Discussing and sharing whatever (almost) that we want.
What I wanted to say with all of that is, that it's totally okey for you to complain a little about not getting the right service Sunny, and the next time I will back you up instead of thinking...oh you poor guy:D
 
Hi SAunnyS72

There is no reason why you should receive less service than before. It is simply not acceptable.

I have sent you a PM so I can get to the bottom of this.

Regards

Wim
VP Operations
Fortune Lounge

No reason, but it does appear to happen at many places.

My own experience reflects the first case, where you have a VIP manager who suddenly quits communicating after a big win. I tend not to badger any VIP manager with questions like "I spent xxx last month, what can you do for me". I will only complain when I experience less than the ADVERTISED levels of service and perks for the VIP players. If my experience isn't up to expectations, the casino in question ends up getting uninstalled. Quite often, this is all it takes for the VIP department to notice me again;)

Maybe the relationship between VIP manager and player is not really what it looks like, and rather than being a "personalised" service, it is more like a VIP CS department, where you still get passed around to different reps, but more slowly than with front line CS. Often, when a VIP manager is "moved", it is to another group of VIP players. This seems to be intended to prevent any manager-player relationship from developing too far into the realms of "personal", but to keep things primarily at a business to customer level.

New managers, with their lack of knowledge of individual customers, may not appreciate how good a customer a particular player is. There is probably a policy of not giving in to every request for "something extra", and the second case may well be one where the stock reply "not much" was given as a defence mechanism to deter "freebie hunters" before looking further into the customer as an individual. After all, VIP players can spend vastly different amounts, and a VIP spending 1K a month would not normally get the same size perks as one spending 10K per month.

The other problem is the culture among operators that a customer who has just had a big win is of less value than a customer spending just as much, but has not been so lucky. This is short termism, as if the winning customer can be retained at the same level of spend, the long term outlook is for the win to eventually find it's way back to the casino, after which they can start making a net profit again from that player. It often seems that operators do their best to drive the big winner away, fearing that they are "skillfully lucky" and certain to win even more if retained with the same level of benefits as before the win. The result is that the money goes back to a different casino.

I find that I get better perks at casinos I am down at, so have been conditioned to expect this. I therefore play more where I am down than where I am up, and this is without any disincentive from casinos I have just won at, such as being shut out of most of the benefits of being a VIP. Since the odds of winning remain the same whatever has happened before, I am just as likely to win big where I have just won as where I have been losing steadily, so if where I have been losing offers much better perks, it makes sense to play there, rather than where I have just won.
 
My experience with online casinos is that the staff, including managers, cannot be compared with the personnel in the real world. They dont know what service is about and know nothing about retaining customers. They believe the sole product is the casino games. Honestly, I think they need to take a course in marketing and learn the 4 'p's.
 
Ok I must apologize if I came across arrogant and demanding. My intention was to put a bit of humourous twist to a real issue that's why I said some facts. Please understand the only reason I put in the facts is because just saying something doesn't hold any value without the facts.

With regards to demanding good service, I always have and I always will. I don't believe that someone spending 5 dollars should be treated any different to someone spending 5 million, however, every person has the right to demand good service in return for what they are worth.

I agree with you VWM I normally just delete the casino of my list and not worry about playing, but in this case I am just asking for the good manager back. That's all.
 
My first thought when reading the threadtitel was not so nice.
"O those poor rich people complaining again":rolleyes:

They can buy anything they like and play for 5K a week, just having a good time so what is there to complain about:eek2:

But the better of me finally set in and I realized that I wasn't fair thinking like that.:oops:

I sent a pm to Sunny asking him if it didn't feel a little stupid buying people like that even though he knows that they wouldn't care if he couldn't pay, and that it was just their job.
His answer was what I had expected it to be. That in the beginning that was just what he thought also, but then he realized that if he pays to get the service, he also is supposed to get it.
(Did I get it right Sunny?)

That I believe says a lot of what a forum like this is worth to have.
I don't care at all if he would be a millionaire, and he don't care if I almost can't pay my rent. We share an interest, and we come to the same place to talk about it.

We might not live the same kind of life, but in here we all is allowed to be just who we are. Discussing and sharing whatever (almost) that we want.
What I wanted to say with all of that is, that it's totally okey for you to complain a little about not getting the right service Sunny, and the next time I will back you up instead of thinking...oh you poor guy:D

Hehe... I really appreciate you PMing me about this before posting ... Very kind of you to test the waters whether I can handle a bit of shtick :)

My point is .. This IS a forum so let's discuss openly and honestly without clamping other people's ideas.

For people that might missconstrue my straightforwardness to arrogance I apologize before I make my next statement. What people need to realize, like it or hate it, casinos will react to someone like me bringing an issue to the forefront because it might affect their back pocket rather than a regular player, who might leave after trying a casino for 10 minutes... I do not make any apologies about having the money to burn, because god knows how hard I worked to get here and I didn't inherit a single cent ... I could easily move on and not care. I was always taught, since I was a kid, that with great power comes great responsibility ... This might sound like a bit of a 'wank' that I am talking about great power here ... Where, what we are talking about are just mere casinos... But, if I have the opportunity to be heard and the money to back it up so casinos listen to make their CS better for ALL players I WILL do so ...

I may have money to burn ... But I earned every cent ... AND I still have values !
 
Hehe... I really appreciate you PMing me about this before posting ... Very kind of you to test the waters whether I can handle a bit of shtick :)

My point is .. This IS a forum so let's discuss openly and honestly without clamping other people's ideas.

For people that might missconstrue my straightforwardness to arrogance I apologize before I make my next statement. What people need to realize, like it or hate it, casinos will react to someone like me bringing an issue to the forefront because it might affect their back pocket rather than a regular player, who might leave after trying a casino for 10 minutes... I do not make any apologies about having the money to burn, because god knows how hard I worked to get here and I didn't inherit a single cent ... I could easily move on and not care. I was always taught, since I was a kid, that with great power comes great responsibility ... This might sound like a bit of a 'wank' that I am talking about great power here ... Where, what we are talking about are just mere casinos... But, if I have the opportunity to be heard and the money to back it up so casinos listen to make their CS better for ALL players I WILL do so ...

I may have money to burn ... But I earned every cent ... AND I still have values !

When I read your apology I didn't know why you wrote it, but now I can see that you misunderstood me totally.
I didn't test any water. I asked you a question because I was curious.
Sorry for that, and sorry for my post.
I honestly thought you would take it the way it was ment to.
 
When I read your apology I didn't know why you wrote it, but now I can see that you misunderstood me totally.
I didn't test any water. I asked you a question because I was curious.
Sorry for that, and sorry for my post.
I honestly thought you would take it the way it was ment to.

Seems I have misinterpreted myself again lol

I appreciate your post and your query and I actually agree with what you said ... I only apologized to people because I can come across arrogant sometimes and I didn't want peopl to stop discussing an issue because they might feel intimidated.

It is very hard to put emotions in words when you are typing ... So here goes ...BiG hugs from me lol
 
Seems I have misinterpreted myself again lol

I appreciate your post and your query and I actually agree with what you said ... I only apologized to people because I can come across arrogant sometimes and I didn't want peopl to stop discussing an issue because they might feel intimidated.

It is very hard to put emotions in words when you are typing ... So here goes ...BiG hugs from me lol

Thanks!
I needed that right now:)
If there is something I am then it's honest so I just get sad when someone misunderstand me.
I promise to tell you next time I find you arrogant:p
Big hug back!:)
 
Saunny,


I did not find your post to be arrogant in any way, shape or form. You made a statement of fact. Yes, you have a bigger bankroll and you play consistently. You have every right to question when a drastic change to your perks has taken place, especially if your play has not changed. I have done it myself back in the MG days with Colloseum Casino, where I was VIP for many years. As a matter of fact ,left them for much better treatment and respect at Belle Rock. I miss those days.:(

PS- loved the Toyota ad!
 
Hi SAunnyS72

There is no reason why you should receive less service than before. It is simply not acceptable.

I have sent you a PM so I can get to the bottom of this.

Regards

Wim
VP Operations
Fortune Lounge

Hi Wim,

Just a quick note to say I appreciate all your effort you have put in to help me out last week.

Thanks
Sunny
 

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