Is this bonus reasonable?

[chuzzleaddict]

I have deposited £13,000 approx with a well known accredited online casino, over the past 7 days. Withdrawal close to zero!

I have had a very poor run of luck there over the past week. I am a VIP. Is it reasonable to ask for a 20%-30% bonus back on losses, (WR not a problem....) what are my chances of getting something like that? Would like to have the chance to play on but am reluctant to deposit anymore given my bad streak there. My VIP account manager was due to get in touch today but has to now get someone else to look over my account before a bonus can be approved. Hopefully tomorrow.

Just wondering if you thought that kind of figure was a reasonable request given the deposit amounts and the wagering must be way in excess of £50,000..

 

[CasinoBen]

I have deposited £13,000 approx with a well known accredited online casino, over the past 7 days. Withdrawal close to zero!

I have had a very poor run of luck there over the past week. I am a VIP. Is it reasonable to ask for a 20%-30% bonus back on losses, (WR not a problem....) what are my chances of getting something like that? Would like to have the chance to play on but am reluctant to deposit anymore given my bad streak there. My VIP account manager was due to get in touch today but has to now get someone else to look over my account before a bonus can be approved. Hopefully tomorrow.

Just wondering if you thought that kind of figure was a reasonable request given the deposit amounts and the wagering must be way in excess of £50,000..

Hi Chuzzleaddict,

Sorry to hear about your bad streak, hopefully it turns around for you.

Really hard to say what is reasonable without knowing your history with this casino. £13k in 7 days is a lot but I don't know if your up overall, how many bonuses they have given you, how long you have played with this particular casino. Find it strange that your VIP manager needs someone else to look over your account, that is usually the purpose of the VIP manager, but also suggests that this is not such a clear cut case.

I do hope that they treat you well and you can get some of your losses back, really cool that your taking a break and not chasing your losses.

Please let us know what they come back with,

Ben

 

[chuzzleaddict]

Hi Ben

Thank you very much for your response.

I am quite new to the casino but have been a 'whale' since day 1. I am overall considerably down. I recently received a £500 cash bonus after losing £2500, which was fantastic. That was almost a month ago and things have nosedived again rapidly since.

 

[philderby]

I would say it is all ways best to talk to the casino before any wagering has started then both parties involved know where they stand, hope that helps

 

[CasinoBen]

Hi Ben

Thank you very much for your response.

I am quite new to the casino but have been a 'whale' since day 1. I am overall considerably down. I recently received a £500 cash bonus after losing £2500, which was fantastic. That was almost a month ago and things have nosedived again rapidly since.

Your welcome, very interesting subject.

I think that the £500 is very reasonable, but not sure if they will go up to 20% or 30% as that would be £2600+ and a lot of casinos would think that is giving the player too much ammunition in one transaction, even with wagering.

Just out of interest, what was the wagering on the £500 and was there a maximum bet?

 

[Nate]

Hi Chuzzle,

I would actually contact the VIP Department OR the Rep here before I deposited. There are places that will make you special deals IF you ask in advance.

There have been days where my luck went sour... Although I didn't 'lose' 13k in a month, my deposits could amount to that sometimes in a month.

Some Reps or affiliates or VIP Teams may broker you a special deal based on your play and it ALWAYS helps to play at these places.

I hate being ahead then losing a ton and NOT being recognized for the loyalty (I know you are new to this place so it doesn't apply). The logic that sticks in my mind is 'I could have played that elsewhere and received a much better comp or bonus' than at the place I am ahead. If this is the case (being ahead), I speak to the rep, explain it and come to a compromise or move to another place.

At the end of the day, it's gotta be a win / win for the player and Casino. If 500 was the only comp on 13 000 then I would classify that as a stingy return. Also, as Ben mentioned, it depends on what Bonuses you were afforded - This is factored in when they decide on comps.

With regards to the 20 or 30% I think the Casino probably won't consider this... You are likely to get that over a period of time with a few more deposits.

Again, depends where you Play and who you speak to

Nate

 

[Redbet-Andy]

Good advice there.

I think 20 - 30% is very optimistic as a refund precisely because it's a big chunk and the intention is clearly to get back some of what you've lost. It's often easier to ask and get a bonus pre-deposit for that reason.

Whenever you choose to do it though it's important to remember to ask.

The casino probably has tens of thousands of players, many at a very high play level probably, and they maybe just need a reminder that you're there.
it's better for them than you just leaving, and if you don't ask you don't get.
They can only say no.

Best of luck.
Andy

 

[chuzzleaddict]

Your welcome, very interesting subject.

I think that the £500 is very reasonable, but not sure if they will go up to 20% or 30% as that would be £2600+ and a lot of casinos would think that is giving the player too much ammunition in one transaction, even with wagering.

Just out of interest, what was the wagering on the £500 and was there a maximum bet?

Hi Ben

There was no WR on the £500, I could have withdrawn it right away. No maximum bet.

I still have not heard back about this, but thanks all Will update.

 

[chuzzleaddict]

Hi guys,

Just thought I'd update this thread. I still haven't had a proper answer from my VIP rep on this.
She replied to me on Thursday to say that it is still awaiting the consideration from her manager, but that I hadn't been forgotten. I'm used to a very speedy and personalised VIP service at other casinos where I am a VIP (know me by name, have email chats, very fast replies, that kind of thing) so this is slightly disappointing. My deposits have continued and are now nearer £20k but there have been a couple of withdrawals, although still significantly down.

 

[chuzzleaddict]

Another update. Here we are over a week later and I have heard nothing back from my "VIP Manager".

Still. made a few more high value deposits, a couple of withdrawals but the figures are still rolling high and this kind of player should be noticed.

Nothing. Was originally promised I'd hear on or soon after the 19th March. It's now the 28th.

Chased it up. Received a generic reply from CS.

I don't feel like a VIP at all.

For the record, this is Mr Green. Will soon be voting with my feet, and closing account. I don't feel its unreasonable to have high expectations of rewards/comps when you're a high roller. Friends of mine are receiving easter eggs, hampers, all sorts in the post from their various casinos. I can't even get an email telling me when or if I might receive any kind of bonus to my account. Not great.

 

[chuzzleaddict]

Final update.

After waiting since the 19/03 to hear back from my VIP Manager, I chased this up today with CS.

A CS rep (not from the VIP team) emailed back to say I am not eligible for any bonus.

I have deposited and wagered tens of thousands of pounds there in the last couple of months, and only ever received one bonus of £500.

I have written back to request a closure of my account, as I have many other places to wager at that level where it will be rewarded and the custom appreciated.

 

[Borgie]

Final update.

After waiting since the 19/03 to hear back from my VIP Manager, I chased this up today with CS.

A CS rep (not from the VIP team) emailed back to say I am not eligible for any bonus.

I have deposited and wagered tens of thousands of pounds there in the last couple of months, and only ever received one bonus of £500.

I have written back to request a closure of my account, as I have many other places to wager at that level where it will be rewarded and the custom appreciated.

Best way , vote with your feet and most importantly your cash ! The fact they kept you waiting this long is appalling.

 

[CasinoBen]

Final update.

After waiting since the 19/03 to hear back from my VIP Manager, I chased this up today with CS.

A CS rep (not from the VIP team) emailed back to say I am not eligible for any bonus.

I have deposited and wagered tens of thousands of pounds there in the last couple of months, and only ever received one bonus of £500.

I have written back to request a closure of my account, as I have many other places to wager at that level where it will be rewarded and the custom appreciated.

Wow, that is quite poor, sorry to hear that this led you to close your account and i do think you made the right choice as there are a lot of casinos out there that will give you the VIP treatment. I know someone at MrGreen and will alert him of this thread.

Thanks for updating us.

Ben

 

[dunover]

Final update.

After waiting since the 19/03 to hear back from my VIP Manager, I chased this up today with CS.

A CS rep (not from the VIP team) emailed back to say I am not eligible for any bonus.

I have deposited and wagered tens of thousands of pounds there in the last couple of months, and only ever received one bonus of £500.

I have written back to request a closure of my account, as I have many other places to wager at that level where it will be rewarded and the custom appreciated.

Don't blame you. Free chips and good bonuses ain't a right, and they have no obligation. But put it this way, you came into my restaurant with a crowd every Friday, every month you'd be getting a free slap up meal and a bottle of plonk on the house.....

 

[FairDealVIP]

Hi Chuzzle,

Not thrown my hat in on any posts yet but this one caught my attention.

Getting ignored or put on hold while waiting for a higher power is enough to make you want to walk regardless of how your account stands. Even if the answer is negative you shouldn't have to chase for it.

Hoping Ben can make sure someone sees this and at least gets you some clarity on why your not getting more.

Definitely get in touch with who ever you want to play with next and get your VIP deal locked down from the get go. Getting them to dance while you still hold your money is how I always play it.

Stewart

 

[Slotster!]

That's a good chunk to drop in a relatively short period of time - may I ask what games you play?

I like Mr Green- they are getting a good deal of my play at the minute ( I'm looking at YOU Dead or Alive ) - I'm not in any way saying they should give you X bonus or whatever, because I'm not in a position to understand. There's no excuse for poor contact and updates though.

 

[chuzzleaddict]

That's a good chunk to drop in a relatively short period of time - may I ask what games you play?

I like Mr Green- they are getting a good deal of my play at the minute ( I'm looking at YOU Dead or Alive ) - I'm not in any way saying they should give you X bonus or whatever, because I'm not in a position to understand. There's no excuse for poor contact and updates though.

Hi Slotster - I exclusively play slots - high rolling, mainly on WoF games and Pixes of the Forest on a £33 or £66 per spin wager.

My deposits are never less than £500 per time and usually are £2000-£3000.

Ben - thank you, just wanted to state that I'm not looking to cause a battle or a fuss as I already caused one before with Mr Green when they gave me all the verification hassle, so this time will just vote with my feet and chalk it up to experience.

 

[Aliatam]

Hi there,

I am now checking this issue with our CRM dept and will get back as soon as possible.

Sorry for not replying earlier.

In case of problem in the future, sending me a PM notification as well would be appreciated.

Regards,

Ali

Another update. Here we are over a week later and I have heard nothing back from my "VIP Manager".

Still. made a few more high value deposits, a couple of withdrawals but the figures are still rolling high and this kind of player should be noticed.

Nothing. Was originally promised I'd hear on or soon after the 19th March. It's now the 28th.

Chased it up. Received a generic reply from CS.

I don't feel like a VIP at all.

For the record, this is Mr Green. Will soon be voting with my feet, and closing account. I don't feel its unreasonable to have high expectations of rewards/comps when you're a high roller. Friends of mine are receiving easter eggs, hampers, all sorts in the post from their various casinos. I can't even get an email telling me when or if I might receive any kind of bonus to my account. Not great.

 

[Aliatam]

Hi again,

Just checked this issue and I have been told that our CRM Team , Callum tried to call you several times but he was unable to reach you and he informed me that he got in touch with you via e-mail.

For your information, Kate is no longer taking care of VIP's as she has a new role in the company .

Callum has informed me about your request regarding your account and it's done.

If you re-consider your decision or have further requests, Callum is the man to help.

Regards,

Ali

 

[chuzzleaddict]

Hello Ali

I didn't feel the need to PM you as I was not asking for this to be 'investigated' officially, I appreciate that bonus issues are discretionary and also felt I was able to communicate myself with the staff at Mr Green without a mediator, and was not even going to name the casino at all until it became entirely frustrating.

(I saw several missed calls yesterday from Callum but I had expressly stated previously that I prefer email contact as I work in Westminster and am often in debates etc, so cannot take calls on phone. ) All of these calls came yesterday, but what of the gap from the 19th of March until yesterday...? (Rhetorical question).

It would have been nice/courteous to have been told that Kate was no longer my VIP manager, as she had been 'assigned' to me and I had been told to contact her on any issues. However, from the word go, the communication was inconsistent and unreliable on this front, as with when I had the verification hassles.

Regardless, this is the end of the matter as far as I am concerned - my account with Mr Green has been terminated, the terrible communications if nothing else would be reason enough for this. I think it might be worth submitting customer feedback once again regarding the dissatisfaction with communications, and a proper VIP rewards scheme should be looked into. I don't think it's too much to ask from a major casino to have such basic things in place. This whale will be elsewhere.

Thank you for your time and to all other participants on this thread.

 

[dionysus]

reported

 

[wobble33]

Hello Ali

I didn't feel the need to PM you as I was not asking for this to be 'investigated' officially, I appreciate that bonus issues are discretionary and also felt I was able to communicate myself with the staff at Mr Green without a mediator, and was not even going to name the casino at all until it became entirely frustrating.

(I saw several missed calls yesterday from Callum but I had expressly stated previously that I prefer email contact as I work in Westminster and am often in debates etc, so cannot take calls on phone. ) All of these calls came yesterday, but what of the gap from the 19th of March until yesterday...? (Rhetorical question).

It would have been nice/courteous to have been told that Kate was no longer my VIP manager, as she had been 'assigned' to me and I had been told to contact her on any issues. However, from the word go, the communication was inconsistent and unreliable on this front, as with when I had the verification hassles.

Regardless, this is the end of the matter as far as I am concerned - my account with Mr Green has been terminated, the terrible communications if nothing else would be reason enough for this. I think it might be worth submitting customer feedback once again regarding the dissatisfaction with communications, and a proper VIP rewards scheme should be looked into. I don't think it's too much to ask from a major casino to have such basic things in place. This whale will be elsewhere.

Thank you for your time and to all other participants on this thread.

chuzzle

please dont give up on this. you prob get at least 10% cashback in the end. think a few wires have been crossed regarding your vip manager. i would still ask for this, then reopen your account. do what you wish with the money. then if you want to, close your account again.

 

[chuzzleaddict]

chuzzle

please dont give up on this. you prob get at least 10% cashback in the end. think a few wires have been crossed regarding your vip manager. i would still ask for this, then reopen your account. do what you wish with the money. then if you want to, close your account again.

Nahhh, I have no interest in dealing with this outfit again. Everything they offer, I can get elsewhere, with a side order of being made of feel valued..