Hello Everyone,
Chris again...
Bryan,
Thank you very much for your reply. Here are my opinions
Casinomeister: You do understand there are many casinos that generate 0-5 complaints per year that are the same size as yours. I sat down with your General Manager and two other interested parties last October, went over your business plan, and came to the agreement that complaints would cease with proper guidance and management. Over the course of several months there were no changes in the types of complaints or number submitted.
Explain to me how it is that our group is the only group that has to deal with players breaking casino rules and running to the forums. I cannot believe that. This issue with the Netherlands players could have happened to anyone. I also just had a group from Poland come in and redeem free chips with me at Prism. I had to deny over 40 withdrawals, all redeeming the same free chip, all on the same day, and Poland has been blocked from chips for 3years! I will not be surprised if at least 10 of those players go to the forums. Are you telling me that other casinos don't have these problems, or that they just blindly pay everyone, even free chip hunters, just to avoid bad publicity? That seems to me like a recipe for bankruptcy. The complaints that will be generated just from this one group, clearly breaking casino rules, will double what you state "many casinos" generate per year. What do we do? Forget about our rules and let cheaters run wild?
Casinomeister: I get this all the time - especially from the Virtual Casino Group - "Oh, we're so huge, of course we're going to generate complaints." Bull shit. People complain to me when they have no other place to go. If a casino is properly managed, all complaints should be resolved by the casino operation itself. I should NEVER be approached by a player. Most well managed casinos understand this.
That is exactly what I am saying! We would love to be able to deal with all of these issues ourselves. Unfortunately, there are always going to be these black marks against us. We are going to have to learn to deal with that. But, some of your forum members had used our "probation" as leverage to do whatever they want. You know how many times during those few months all of heard "I am going to casinomeister..." when we were explaining to them that they were clearly breaking casino rules? It is almost better that you rogue us... at least that nonsense has stopped. They used your forum as cover, and that is a fact. If they had not known that we were making serious efforts to clean up a bad rep on your site, they would not have had a leg to stand on. The majority of complaints you received were foolery and we both know it. The fact is, we are an honest and fair casino, with better payout percentages than most other casinos online, we always pay (if slowly at times... I do not dispute that), but we do not tolerate cheating or bonus abuse. That will never change. If you are looking for an angle, don't look here. We will catch you.
Casinomeister: The Virtual casino group has always been problematic. Too many cowboy managers making stupid decisions. Your organization lacks professionalism. Keep in mind, players occasionally send me chat sessions or emails where managers display their amateuristic tendencies.
You are absolutely right. Our management has been poor on a lot of levels. Managers have been given a lot of freedom, within their respective casinos, and some very bad choices have been made in the past. I believe my boss has admitted to this while speaking with you as well. A lot of that has changed, and managers are being held responsible for their actions now. He has discussed all of this with you and it is all true. But, the basic fundamental rule of "follow casino rules" has not changed. We will not back down and say, "Oh, you're going to casinomeister?? Wait... wait wait... We'll pay you!!!," when players have clearly disregarded the rules of the casino and used methods specifically listed as not allowed in the terms and conditions of each of our casinos.
Casinomeister: Just yesterday, the manager for Virtual casino (Roger) referred to me as the "School Marm" in a chat session to a player. You show me a reputable business that condones or tolerates this sort of behavior from a manager - and I'll show you the Virtual Casino group.
I wouldn't say that that was unprofessional, Bryan. I can understand why you don't like the opinion, but that is what it is... just an opinion. We are all getting sick of hearing, "I'm going to casinomeister," every time we ask for docs, explain rules, check playthrough, or do anything that a players feels unhappy about. We are running a business and being fair. That "bull shit" is getting tiresome.
We are in gaming, Bryan. We are not a customer service center for IBM or Coca Cola. This is a different type of business with a different type of customer. If I pasted some of things you say to clients, and then was to compare you with a customer service representive from a so-called "reputable business," I think you would find that professionalism is not only a matter of opinion, but varies greatly on the business that you are in. This business is not for the Mary Poppins' of the world... this is gambling! This business was built by people interested in having fun and is kept alive by the same type of people. The don't want professional... they want entertainment. We give it to them, as do you.
Casinomeister: As long as your organization keeps excusing itself for being so "big" that it generates complaints, you'll never take your casinos out of the perpetual tailspin that it's in. There needs to be serious changes made at Virtual - not just lip service that I and many others have received over the past several years.
We made an effort to get off that "rogue" list and it was a mistake. A lot of your members treated it as a weakness and milked it for everything it was worth. I have a propostion for you... next time you want to put someone on probation, DON'T ANNOUNCE IT. I'll bet you wouldn't have gotten 10% of the complaints you did if players didn't know they could hurt us with them. I think these threads have shown that there are some people holding some nasty grudges (from years ago), and even more just trying to get over. We didn't have a chance before it even started.
Oh and we are growing, Bryan. The tailspin you are referring to either doesnt exist or it has had some backwards results. So you know, for every complaint you have received, we have over 500 active, satisfied, depositors in Prism alone. We just wanted to get our names off that list. We dont deserve to be there. But, you can trust that it has more to do with pride than business. Business is good.
jinnia: Promises to change and do better, and that not happening, over and over again!
The only changes within the Virtual group are the changing of managers.
When was the last time you played at any of our casinos? Is there an issue that is unresolved for you? I would love to help you now if there is.
lojo: I don't get it.You are either crooks or you are not.
Not. You know that.
Well, I will continue to post any changes or updates on this site. I appreciate everyones input and I encourage all of you to let me know directly if there is ever anything that I can help you with. Like Bryan said, we should be resolving these issues with each other, not through him. I am not going to keep re-hashing old issues though. Nothing can be accomplished by doing that.
If any of you would like to contact me, my email is...
chris@viploungecasino.com
chris@prismcasino.com
I created this post to let you all know I will be posting all policy changes here. I have accomplished that. Contact me directly if there is anything else that I can help you with.
Sincerely,
Christopher DiAngelo
Casino Manager
How surprising... 
