Nanny Rose
Dormant account
- Joined
- Apr 21, 2004
- Location
- UK
FL are without doubt the newest rogues on the block. IMO they should be immediately moved to the rogues section. They have a policy of deliberately misleading customers in order to STEAL back bonuses that they give. They may be the best of the rogues, but rogues they are.
As said in a previous post by somebody else, they are taking the "insurance company" approach. If they take back bonuses wrongly, many people won't complain, thus helping the FL bottom line. This is not staff training, do me a favour! It's deliberate theft. If any other casino group behaved how they were behaving they would be struggling for business very quickly. However FL group were one of the best, and so have a lot more goodwill left to erode before they go out of business. Trust me, it wont take long though unless they make a U-Turn and sort this mess out.
Their new terms are there to DELIBERATELY MISLEAD players. They are set up to aid FL in their dishonest theft of money given to new customers who have given FL, in good faith, a fair shot at getting their money. The policy of taking all bonuses back from customers who fall (however) short of the w/r's is good short term business sense for FL. It's a shame FL management didn't get any relationship marketing lessons when they go their jobs there.
Not only do they STEAL these bonuses back from customers, but they make the terms so misleading, that for the average joe (these are the customers FL needs the most) they are very difficult to understand. Mistakes are often made by people. That's human nature. We all know FL makes them aplenty. The lucky few who do complain get their money back. When players make a mistake they are rewarded with having the money offered to them taken away. Is that right? NO. How about this for an example.
Say you stay in a nice Las Vegas hotel. The staff tell you if you wager so much and deposit so much, they'll comp you a nice plush suite while you stay. You think great, i like this place. You deposit the money, make your bets, and have a nice stay in your lovely suite. In the middle of the night, the hotel management come in your room, wake you up, and boot you out, because you wagered $50 less than you had to according to the terms you signed up to.
FL-Would that be right?
Is this your policy?
Or is it better to politely inform the customer in the morning that they were $50 short of the required wagers, and apologise for not making your terms clear and understandable to them. It's not like the customer was $1000's short. IT'S OBVIOUS THE REASON THE WAGER REQUIREMENT WAS NOT MET WAS THAT IT WAS NOT EXPLAINED PROPERLY. That should be your responsibility if you are a reputable outfit. If you're not, then you'll get away with it, but trust me you will not be endearing yourself to the hearts of the payers community.
Get your terms CLEAR, CONCISE, and HONEST.
Don't cheat players, and treat them with the respect and trust that they show to you.
Train your staff to understand the terms, because if your staff can't get it right how the hell can you expect players to get it. GET IT?????
Get rid of your terms stating that bonuses are removed if requirements are not met. It may be legal, but its moral THEFT.
You've already got into trouble with the UK Advertising Standards Authority once. If anyone reading this gets any confusing/misleading emails from FL, complain here Old / Expired Link
We all get their misleading spam. Maybe if we all start doing something about it, they'll finally get the message.
SO FL, WHAT ARE YOU GOING TO DO?
PS
I'd like to say that this is not a gripe because i've been caught out. Being a regular casino player i worked it out, and made sure that i didn't get caught out. It just makes me sick to hear about so many people having what is rightfully theirs STOLEN, and watching FL make a few pathetic excuses for what is going on. They know exactly what they are doing. They are ROGUES.
As said in a previous post by somebody else, they are taking the "insurance company" approach. If they take back bonuses wrongly, many people won't complain, thus helping the FL bottom line. This is not staff training, do me a favour! It's deliberate theft. If any other casino group behaved how they were behaving they would be struggling for business very quickly. However FL group were one of the best, and so have a lot more goodwill left to erode before they go out of business. Trust me, it wont take long though unless they make a U-Turn and sort this mess out.
Their new terms are there to DELIBERATELY MISLEAD players. They are set up to aid FL in their dishonest theft of money given to new customers who have given FL, in good faith, a fair shot at getting their money. The policy of taking all bonuses back from customers who fall (however) short of the w/r's is good short term business sense for FL. It's a shame FL management didn't get any relationship marketing lessons when they go their jobs there.
Not only do they STEAL these bonuses back from customers, but they make the terms so misleading, that for the average joe (these are the customers FL needs the most) they are very difficult to understand. Mistakes are often made by people. That's human nature. We all know FL makes them aplenty. The lucky few who do complain get their money back. When players make a mistake they are rewarded with having the money offered to them taken away. Is that right? NO. How about this for an example.
Say you stay in a nice Las Vegas hotel. The staff tell you if you wager so much and deposit so much, they'll comp you a nice plush suite while you stay. You think great, i like this place. You deposit the money, make your bets, and have a nice stay in your lovely suite. In the middle of the night, the hotel management come in your room, wake you up, and boot you out, because you wagered $50 less than you had to according to the terms you signed up to.
FL-Would that be right?
Is this your policy?
Or is it better to politely inform the customer in the morning that they were $50 short of the required wagers, and apologise for not making your terms clear and understandable to them. It's not like the customer was $1000's short. IT'S OBVIOUS THE REASON THE WAGER REQUIREMENT WAS NOT MET WAS THAT IT WAS NOT EXPLAINED PROPERLY. That should be your responsibility if you are a reputable outfit. If you're not, then you'll get away with it, but trust me you will not be endearing yourself to the hearts of the payers community.
Get your terms CLEAR, CONCISE, and HONEST.
Don't cheat players, and treat them with the respect and trust that they show to you.
Train your staff to understand the terms, because if your staff can't get it right how the hell can you expect players to get it. GET IT?????
Get rid of your terms stating that bonuses are removed if requirements are not met. It may be legal, but its moral THEFT.
You've already got into trouble with the UK Advertising Standards Authority once. If anyone reading this gets any confusing/misleading emails from FL, complain here Old / Expired Link
We all get their misleading spam. Maybe if we all start doing something about it, they'll finally get the message.
SO FL, WHAT ARE YOU GOING TO DO?
PS
I'd like to say that this is not a gripe because i've been caught out. Being a regular casino player i worked it out, and made sure that i didn't get caught out. It just makes me sick to hear about so many people having what is rightfully theirs STOLEN, and watching FL make a few pathetic excuses for what is going on. They know exactly what they are doing. They are ROGUES.