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Closed my Videoslots Account

Discussion in 'Online Casinos' started by citizenx, Feb 13, 2015.

    Feb 13, 2015
  1. citizenx

    citizenx Meister Member MM

    Occupation:
    Stuff
    Location:
    UK
    Since the new year, I've deposited just under £1,000 in Videoslots and managed to withdraw £250. From my point of view, I've had an awful run with VS in the last six weeks.

    This was somewhat moderated by the fairly regular bonuses offered through the "Trophy System" but these dried up and when I enquired why, I discovered that it was because there were no more "trophies" to win on DOA and that was more or less that.

    The Casino Race and Cashback schemes are good BUT when you're constantly depositing it starts to seem small beer. All in all, I got £99 in cashback/casino races in that period.

    When i've had bad runs on other casinos, they've always been quick to offer a modest additional bonus to say "yeah, that sucks but we value your custom, have a few extra spins on us, good luck".

    So I enquired with VS and was flat out turned down. I gave an example of a recent other casino's behaviour in this regard but it carried no weight.

    Sure, bonuses such as these are entirely discretionary BUT when you're getting hundreds of pounds a month from a player on a regular basis, one who is no longer receiving your "rewards" then it isn't too unreasonable, in my view, to consider offering them *something*, *anything* to make them feel a bit happier.

    Not videoslots, no way.

    There are some Microgaming slots i'll play as an alternative to DOA when its cold but on Videoslots, I've not been able to load those for ages - reported it as a fault over a month ago and in spite of it being on different devices and in different browsers, they've not rectified it - keep asking me (even though it was eventually referred to MG) the same tired old questions(all of which have been answered btw).

    I highlighted this as another area that I wasn't overly impressed with and they just kept banging on about it but still not doing anything to satisfy my main issue. I believe this is known as "deflection".

    I asked for this to be escalated to the casino manager and got an email back this afternoon which didn't show any real consideration for the issues highlighted other than "you get bonuses when you play" - ERM - I HAVE F**KING PLAYED - LOTS! And suggestions to PLAY OTHER GAMES - ERM, NO THANKS, I'LL DECIDE WHAT I PLAY!

    In my opinion, they're clearly happy to lose customers who spend a reasonable amount of money with them rather than go the extra mile. This is shoddy customer services in my view and taints what was becoming a respectable brand.

    They're reasonably polite to deal with but their attitude to customers in cases such as this and their pisspoor response to a technical issue have led me to conclude that I can spend my money better elsewhere.

    Been a customer for some time and consistently spend a reasonable amount with them but they're so damned tight and, in my view, passive-aggressive that I wash my hands of them.

    In contrast, the offers i've had recently from casinos which i spend far less with are much better and I could easily have made more from the Slottyvegas supercharged rewards than the casino races and cashback offer.

    Bottom line is this - I'll spend my cash with companies who make me feel valued as a customer, who will occasionally go the extra mile and who will fix technical issues in a reasonable amount of time.
     
    1 person likes this.
  2. Feb 13, 2015
  3. Philip

    Philip General Manager for Videoslots

    Occupation:
    General Manager
    Location:
    Malta
    Hi citizenx,

    We are currently working on a solution to this. Should you complete all trophies for one game you will be able to reset them. We don't have an exact date on when this will be launched but it will be launched shortly and more information will follow when it's live on the casino.

    //Philip
     
  4. Feb 13, 2015
  5. citizenx

    citizenx Meister Member MM

    Occupation:
    Stuff
    Location:
    UK
    Hi Philip,

    Whilst that is good to know and a positive sign of your intent it doesn't do anything for the likes of myself who have, I feel, lost out due to current technical limitations - nor does is respond to the other points I've raised.
     
  6. Feb 13, 2015
  7. homerbert

    homerbert I-Gaming Industry Representative webby

    Occupation:
    nothing :)
    Location:
    middle of Europe!
    Was willing to deposit, so ask CS can i get any deposit bonus? They reply no, because their value trophy system is perfect :p
    Deposited and lost, but of course i am not thinking to play again, because really do not see reason. From my deposit and i do not get any trophy, just few awards like 'well, big win, 20x total bet...'.
    Also Philip, you have big problem. I triggered FS on cazino zeppelin. And before they start - i got message big win. This ruined gameplay completely, when i trigger FS - i do not want to see did i win big or no. My win was about 50x total bet, so it was also very stupid to see achievement big win, hoping to have wild line, but in real this is just 50x total bet feature. Should be fixed i think.
     
  8. Feb 13, 2015
  9. quber

    quber Senior Member

    Occupation:
    spy
    Location:
    Europe
    To be fair to the Casino though you have had 10% of your deposits (nearly 15% of losses) back as bonuses and you play a high variance game which will limit your progress in the race.

    I agree that having issues loading certain games and not being listened to by CS is frustrating but, for bonuses with no wagering requirements i think you have done ok.
     
  10. Feb 13, 2015
  11. citizenx

    citizenx Meister Member MM

    Occupation:
    Stuff
    Location:
    UK
    I entirely accept some will take that point of view - but i'd have had that win or lose. The point is, the only reason I got that was because I continued to deposit in spite of the terrible run of luck I had. That said, I did mention that specifically because I wanted to be fair.

    And this is where it becomes subjective and based on our own experiences within the market. Some may not have had the expectation set, some will. I'm in the latter camp. Once that expectation is set, you feel let down when you get what basically sounds like a "tough" response from a company you consider you have shown great loyalty to.
     
  12. Feb 13, 2015
  13. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    I do feel for you, I remember the thread a few weeks back when you bought up about completing all tasks & I did say about they should reset,

    If a pub ran out of your favourite beer than you would not keep going back to drink stuff you not like, No you just go to a next decent pub, Unless of course they was chucking you a few free drinks :)
     
  14. Feb 14, 2015
  15. mrmark21

    mrmark21 Meister Member

    Occupation:
    Telecommunications Consultant
    Location:
    australia
    I had a very similar response at Bet@ the other day from CS, I thought since my RTP was so low, and my credit card wasn't working for some reason or another (being the bank's fault) that I'd pop on to chat and ask for a $10 chip, something very small, well they gave me a $5 chip... I was like "is chat that stingy that they can't spare an extra $5 in bonus funds?" but at least I got something, it's the small things in life that count, but I've got to say that's really done nothing but made me switch from fortnightly deposits to monthly deposits, hay it's only fair I'm a little stingy as well lol ;)

    As for Video Slots stopped playing there AGES ago and requested a lifetime ban on my account, which I'm still happy I did, the slots there really seem to suck you dry, would rather go to a real casino and lose there.
     
  16. Feb 14, 2015
  17. Azzurri

    Azzurri Banned User

    Occupation:
    Non of your business
    Location:
    From Foil Land
  18. Feb 14, 2015
  19. citizenx

    citizenx Meister Member MM

    Occupation:
    Stuff
    Location:
    UK
    On thinking about it, this reply irritated me as it shows a perfect example, in my view, of the mindset of Videoslots.

    1). Working on a solution to this.

    Good. What started off that process? Was it myself flagging it up recently and the suggestion by spintee? If so, a little acknowledgement wouldn't have went amiss. If it wasn't why haven't you come up with anything to offer affected customers in the meantime? Is it because of...

    2). Lack of respect for individual customers

    Your response is curt. It appears to be a response to those who see this thread in months to come when they're deciding whether to sign up to videoslots. You're leaving a message for them, effectively saying "yeah, look what we did in response to issues" BUT failing to do anything for individual customers.

    You appear, in my view, not to care even slightly about individual customers but rather, want to maintain your image in the eyes of new customers. You didn't even have the manners to apologise for the part of my post which was not subjective - the long period of time and repetitive questioning surrounding my technical issues.

    As it is, the whole thing is very short-sighted and shows a lack of business acumen amongst the VS management team - I'm very grateful to Azzurri for their thread on this from last year. I'd encourage all people considering signing up to Videoslots to take a look at it.

    http://www.casinomeister.com/forums/showthread.php?t=62623

    From now on, I'll be spending my money with casinos which want my business and are prepared to be flexible in their dealings with me, those who make me feel valued as a customer rather than something they stood in.
     
  20. Feb 14, 2015
  21. citizenx

    citizenx Meister Member MM

    Occupation:
    Stuff
    Location:
    UK
    Yup. And they did NOTHING other than argue the toss. Their loss in the end though, I hit my deposit limit (£1,000) in December and spent £900+ in the following six weeks. Not sure what my long-term average works out as but suspect that for the sake of a modest one-off bonus they've lost £10k this year for certain and probably more if a few people see this and decide to go to a different casino.

    But they don't care at the moment - i'm sure they will at some point.
     
  22. Feb 14, 2015
  23. citizenx

    citizenx Meister Member MM

    Occupation:
    Stuff
    Location:
    UK
    1 person likes this.
  24. Feb 14, 2015
  25. Azzurri

    Azzurri Banned User

    Occupation:
    Non of your business
    Location:
    From Foil Land

    You're welcome, but keep in mind that thread made everyone here hate me, and got me unfairly banned IMO, lol.

    My thread didn't even have anything to do with caring about how much I lost, it was meant as a discussion regarding comps vs. cash back, however many here will often attack you if your post contains anything to do with losing funds. I even explained that I lose thousands at many of my favourite sites every week, and don't care because they have a good comp program, however the masses still preferred to turn it into a 'I'm complaining about my loses' thread.

    I hear you loud and clear, and the best advice I can give you is to close your account and move elsewhere. I did, and whilst my loses are still the same, I've never been happier.

    I suggest Betat and Guts for the best comp programs. I've sent you a pm with some advice regarding these programs also. :thumbsup:
     
  26. Feb 14, 2015
  27. citizenx

    citizenx Meister Member MM

    Occupation:
    Stuff
    Location:
    UK
    Well I think you were right and some of the abuse I read in that thread from others was appalling but they were seen to be "polite" and you not so (not my view).

    Mine isn't so much about the losses but the fact that their system didn't feel very generous, their attitude and that they've done nothing for those who don't get rewards even though the hide behind it as a shield when asked for a comp.

    Done. We all lose from time to time BUT its what a casino does when a person contacts them which makes all the difference. I got the sense that VS don't want my business so they won't get it.

    Thanks
     
    1 person likes this.
  28. Feb 14, 2015
  29. psychogene

    psychogene Senior Member

    Occupation:
    This and That
    Location:
    Australia
    The way their rewards system is setup its clearly beneficial to clear the achievements of one game and then move on to another that has achievements as well. I agree something should be done to improve the experience and rewards for those that just play a select few games or even one - resetting the achievements of that game is a good idea and also giving a reward once the achievements have been reset too.

    My experience with VideoSlots differs to yours though. Since signing up on 2nd Jan this year I have deposited in total $1035 to date and withdrawn $1486. My cashback to date was $89.69 in Jan and $20 so far this month, my casino leaderboard has been approximately $120 or so to date so all up I have received over $200 in free balance. From memory two cashback/leaderboard freebies that I received I have withdrawn $100+ from time. I like to consider myself a low roller but I do have days I will deposit up to $200 but most days that I do play is between $20-50.

    I personally think this is the perfect casino system for low rollers like me because I am not big on bonuses (unless its 100% with 30-35 WR) and it works well for someone like me who likes to try out different slots at a time. When I'm playing I don't keep in mind the casino leaderboard position or cashback and whatever I receive I just consider it a freebie to give me more time to play and chances to win. Its easy for me to say this because I've been winning at Videoslots and at the same time receive free chips from cashback/leaderboard. Had I been losing (which happened quite a bit mid to late Jan) I would still even play here if they did not offer cashback/leaderboard because of their slot selection though obviously not depositing as much. I will say though that the withdrawal times for bank transfer can be excessively long compared to other sites (and the $12 AUD fee) but I personally don't mind because the money that goes into gambling for me is always disposable.

    Anyway I always wanted to know from those that have more experience in the online world of slots - is it a right of the player who has lost something/significant amount of money that they receive some compensation for their play (or lack of) whenever they request it? Personally I have never asked for a comp but I feel that if one person is given comp then everyone who has lost the same amount as that person is entitled to receive the same comp as it is only fair.
     
    3 people like this.
  30. Feb 14, 2015
  31. fun4all

    fun4all Senior Member

    Occupation:
    .
    Location:
    .
    I don't believe everyone that requests a comp should get it. Let's face it if you deposit and play you could have won. If the casino paid everyone who won and comped everyone who lost they would go out of business! It's unfair of players to think every losing session should be rewarded with a comp.

    However comps should be awarded if a players loyalty deserves it. And by loyalty I mean deposits without a bonus and plenty of wagering. If I was a casino owner it is those players that would get freebies, and it would be regardless if they had won or lost.

    As a player myself I am happy with a small bonus when I deposit - even 25% or so gives me the extra bang for my buck which I like - but I don't think I deserve a comp every time I lose. At my favourite places I do make quite a few non bonus deposits as well to play slots, and these are the places I would hope to get a little something extra from sometimes.
     
    8 people like this.
  32. Feb 14, 2015
  33. Azzurri

    Azzurri Banned User

    Occupation:
    Non of your business
    Location:
    From Foil Land
    Good to hear the perspective from a low roller. I personally think VS's system is quite anti-low roller, but that's just me. ;)

    In regards to comps:

    I will generally only ask for a comp if I know my rtp% is below 50%. I tend to walk a fine line between high roller and low roller, so if I'm below 50% when low rolling, I won't ask for a comp, however, if I'm high rolling I will.

    I often don't ask for much, and will be happy with a say 10% comp (which seems to be the norm), as if you are on a rtp below 50%, chances are you are going to lose the comp anyway.

    This is why I will happily move on from a casino who doesn't offer a comp, as the chances of you winning from that comp are very slim, but it's the thought that goes a long way to winning my repeat business.

    I've found Betat are the best, followed by Guts, Luck and Next, then Thrills.

    VS have been the worst IMO, and the thing I didn't like about their cash back system, was whether you high roll or low roll, if it's a quick session with a low rtp%, you'll get very little in return, as their cash back offer is not on a singular customer basis, but rather a % of the daily profits combined. Hence I came to the conclusion that I actually receive more in comps from other casinos over a longer period of time, than I do at VS. Hence I closed my account, and never looked back.

    Like I stated in my own thread I posted earlier, that doesn't make VS a bad casino, but rather it comes down to personal choice regarding what the customer prefers better. So basically as I tried to debate in that thread before it was derailed as a 'sore loser' thread:

    Regular comps VS. Cash back

    Considering VS's cash back is not a true cash back, but rather a % of the total daily profits, I chose to stick with the casinos that offer regular comps. Of course, that's just my opinion. :thumbsup:

    EDIT: I should add that I very very rarely take deposit bonuses, which IMO should strengthen your case when asking for a comp. If I regularly took deposit bonuses, then I wouldn't often ask for a comp after a few losing sessions with little game time.
     
    2 people like this.
  34. Feb 14, 2015
  35. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    With the cash back its depends what number your dice rolls on, Some person can deposit £10 and another £1000 and the person depositing £10 could end up with more cash back as it works out how much you spent and not deposit, so if you are on a roll, Rarely happens but than you get mega playtime than more % received

    In a way if you do not like taking bonus than this really is ideal (If no wager) I am a small roller and play there once in a while as I get no where with cash back ect,

    spingenie has 200% today x30 bonus pt, up to £100 only for depositing players
     
  36. Feb 14, 2015
  37. Azzurri

    Azzurri Banned User

    Occupation:
    Non of your business
    Location:
    From Foil Land
    Sorry spintee, but with all due respect, that's not entirely correct regarding VS. ;)

    As VS's cash back offer works on the daily profits they receive from every player, it really doesn't matter if you are a high roller or low roller, your return will be based on the same % of overall profits the casino receives on that any given day you play.

    You were very close with your thesis. :thumbsup:
     
    1 person likes this.
  38. Feb 14, 2015
  39. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    Yes the 25% of the overall gets split between players, The more you play the more % you will get out of that %25, So being a big or low roller does make some difference,(your chances of geting more games in) If you deposit 100 and managed to only play 200 worth of games, & I deposit 10 and managed 1000 worth of games than I will get more cash back
     

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