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I think I have waited enough. I'm kinda pissed off now.

Discussion in 'Online Casinos' started by sueyh, Feb 25, 2016.

    Feb 25, 2016
  1. sueyh

    sueyh Senior Member

    Occupation:
    home maker
    Location:
    New Zealand
    Videoslots. "DECEMBER" promotion. A competition for Go Pro camera. I won a camera on early December. I still didn't get it.

    What I am really pissed off about is not a camera itself, it is about how Videoslots is handling the issue. Last time I sent PM to the reps is around 10 days ago, and I got a reply that said same thing that they keep saying for last 12 weeks-"You will get the camera. We are working on it." That was around 10 days ago and I didn't hear any update from them since.

    It's a same pattern for last 12 weeks. I send PM, they reply by saying "We are working on it.", and no update until I chase up. After I chase up I get same answer again "We are working on it."

    Actually, 10 days ago I got a little bit different answer. Philip sent me a PM to ask me to call Go Pro CS by myself.-I didn't understand why I have to do it, but ok, why not. So I called Go Pro CS and I was told that the order was placed but they never received the payment so they can't ship a camera.

    I don't know if Videoslots forgot to make a payment or, Go Pro forgot to update payment. I don't know. But it is the payment issue which means I cannot resolve with Go Pro CS by myself.

    I notified both Dan and Philip what I was told by Go Pro CS, they said they would take care of it. It was 10 days ago but I didn't hear anything from them since.

    I think I have waited enough. What do you think guys? I think I should ask for compensation for a camera.-my suggestion : amazon gift card equal value to the camera or cash credit equal value to the camera in my casino account.

    Dan and Philip, if you have any other suggestion for how to compensate me, I'm more than happy to hear it. Just please don't say "you will get a camera" unless you can give exact and reasonable timeline when I'm going to get it.

    PS : I still think Videoslots is one of the best online casino, but how they handle this...really poor customer service in my opinion.

    PS2 : I have sent PM to both Dan and Philip about this thread for the forum rule.
     
  2. Feb 25, 2016
  3. dionysus

    dionysus can turn wine into water CAG MM

    Occupation:
    n/a
    Location:
    I'm a Canucklehead
    Being on the receiving end of international prizes/gifts, I can tell you....sometimes it sucks.
    I've won a prize here from Bryan, but due to country restrictions I've had to receive an alternate prize.
    From a casino, same thing.
    From a forum contest, it was a b!tch to ship from the sender and shipping fees cost more than the prize itself.

    Point is, sometimes things just fall out of others' control, and you can play msg tag back and forth ad nauseum.
    I'm sure they're solid with intent and I'm sure you'll get sorted one way or another.
     
    1 person likes this.
  4. Feb 25, 2016
  5. deanus76

    deanus76 Full Member

    Occupation:
    manager
    Location:
    kent, uk
    I won the xmas gopro and was told there was delays, I contacted Phillip and I had it the next day. They will sort it out for you :) I would say they have the best customer service of all the Casinos i have ever used.
     
    1 person likes this.
  6. Feb 25, 2016
  7. Dan.Videoslots

    Dan.Videoslots Dormant account

    Occupation:
    Games Manager
    Location:
    Malta
    Hi Sueyh,

    I do understand your frustration and we have had issues with GoPro to get some of the cameras delivered. We have right now 4 cameras from the campaign we had that haven't ended up at the winners and we are chasing GoPro everyday to get this sorted.

    We will do a last try to contact Gopro to get them to confirm that the cameras are sent and they have to Monday to do it. We will credit the value of the GoPro on your casino account if they haven't confirmed by Monday that the camera is on the way to you.

    We are sorry that you have been one of the unlucky ones that haven't received your camera and this will be the last time we run a promotion like this due to we cant trust that the prizes we order get delivered to our players.


    //Daniel.
     
    2 people like this.
  8. Feb 25, 2016
  9. sueyh

    sueyh Senior Member

    Occupation:
    home maker
    Location:
    New Zealand
    I know "international prize giving" can be a problem from time some time, I don't mind "delay" or "alternate prize".

    What I'm not happy is the lack of the communication from Videoslots. No updates from them with what's going on.

    Also I notified them about "the delay of the delivery" on the middle of December first time, and I think it should not be dragged for 2-3 months.

    Anyway, looks like Dan is going to sort out for sure this time. Thank you for your input.

    I agree with you. Videoslots customer service is one of best and Dan and Philip-they are really working hard to fix any problem customers have very quickly.

    I was a little bit surprised they are quite slow with resolving this issue. Anyway, I think, next week I will get either camera or cash balance, so, I'm good now. Thank you for your input.
     
    1 person likes this.
  10. Feb 25, 2016
  11. sueyh

    sueyh Senior Member

    Occupation:
    home maker
    Location:
    New Zealand
    Thank you, Daniel.
     
    1 person likes this.
  12. Feb 25, 2016
  13. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    I don't even play at VS but from what I see on here would agree that they are a great outfit with one of the better CS teams and management set ups out there, maybe I should give em a go!

    None of this would have been planned its just unfortunate for us all at some point that whatever the particular scenario, 'S$%t happens :( ' 99/100 these things are simply out of our control.

    Hope you get sorted and if not and you get the credit value to your casino account, VERY best of luck for a huge win :thumbsup:
     
    2 people like this.
  14. Feb 25, 2016
  15. sueyh

    sueyh Senior Member

    Occupation:
    home maker
    Location:
    New Zealand
    Yes, they are one of the best, especially the casino reps here-Dan and Philip- are really the best. And I understand it's more like "Go Pro"'s fault rather than Videoslots' fault for this delay. But still feel quite frustrated after almost 3 month waiting. Thank you for your input.

    By the way, nice Video on "Winner's Video" section. Don't be sorry about it is a DOA video, I love watching a DOA video.
     
    1 person likes this.
  16. Feb 26, 2016
  17. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    It seems that in this case, Go Pro are deliberately sitting on the order rather than shipping it because they claim they haven't been paid. If this is Go Pro policy, it's probably why it has been so difficult to get these cameras shipped out in a timely manner. Nothing to do with logistics, customs, international shipping rules, etc - it's Go Pro themselves refusing to ship out the cameras until their systems record payment as having been made.

    Have you paid Go Pro directly, or have you outsourced this to an agent supposedly adept at fulfilling competition prizes? (Paying the agent to make and pay for the orders).

    I find it odd that it takes the winner to call Go Pro direct to establish what is a very straight forward cause of the delay whilst in 2 months the Videoslots promo department have been unable to determine the cause and expedite shipping.

    It may well be better to offer the kind of prize that can be more easily fulfilled, if not a cash prize, a prize such as a gift card relevant to the winner's own country. For example, a UK winner would get a gift card for Amazon UK, and if you took them, an American player would get one for Amazon.com

    It may just be that this particular fulfilment route has let you down, rather than the idea of sending physical prizes being one that is more trouble than it's worth. It would also be worth offering a cash alternative so that players who are fed up with fulfilment problems can simply request the cash alternative, rather than having to endure delays and broken promises for months. In the end, it looks like you will end up giving out a few cash alternatives anyway.
     
    2 people like this.

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