Response to Comp Request :p

[Casino2014man]

Have been having a HORRIFIC time of late at a casino, so thought I would share this.

I asked CS whether they could offer anything for me as I had been losing my deposits at insane speed with very little play time. I deposit a LOT of money there.

Here is part of their response:

Hope this email finds you well.

In regards to your email, I am afraid that you do not have any outstanding bonuses or free spins on your account. The best thing for you to try would be the Play for fun mode on our games if you would like to play without depositing.



Thanks. I know not to expect anything, but found this one a little amusing I have to say.

 

[Tirilej]

That's not amusing at all. It's really insulting.
I hope it's not a good casino that have that kind of people in support.

There are good and bad ways to tell someone they won't get anything for free. This was not a good way

 

[spintee]

Fun mode Are they taking the biscuit?

Fair enough that there is no fantastic offers or free spins on the account, Well put some bloody on than, I know casino are not abided to give any think out as at the end of the day they are a business, But for good sake it would not hurt to add a little something,

Vote with your wallet and move on

 

[incrediblestuff]

Sounds more or less like the response i got from V&J, on a similar request...
Have been quite a bit less anxious to deposit there since

 

[partyhummel]

deja vu...

just a little time ago... I heard or better read the same words while chatting to cs. ;-)))

best is imo: do never redeposit the same day. when lady luck is in a bad mood it lasts at least one day... she is a lady... ;-)

 

[partyhummel]

;-)))

Fun mode Are they taking the biscuit?

Fair enough that there is no fantastic offers or free spins on the account, Well put some bloody on than, I know casino are not abided to give any think out as at the end of the day they are a business, But for good sake it would not hurt to add a little something,

Vote with your wallet and move on

Real money mode is the only fun mode... the other thing they falsly call fun mode is nothing but trying to wrap boring crap into a nice paper of untrue words.

 

[Harry_BKK]

The "best" answer i got regarding Christmas comp was just yesterday: "You are an inactive player, hence there is nothing i can offer you for Christmas."

My last deposit was 7th Oct and the total deposits this year exceed 10K. So they classify you as inactive if you have not deposited in 2 months.

Hence, i told them that i will be permanently inactive in 2016.

 

[Jasminebed]

If the casino has a rep here, I'd alert them to this thread.

You obviously like the casino well enough to play regularly. And this is an awful email. Management needs an opportunity to improve their customer service.

Please feel free to use the following.

After reviewing your account, we cannot offer you a comp at this time. We can indeed see you have had an awful run of luck lately and please do not hesitate to ask again if your next deposit does not go well. Here's hoping it will be a withdrawal next time, and no need to ask for a compl.

 

[dave1888]

How tempting is to send them that picture appearing on posts of a diagram inserting a scrunched up piece of paper where the sun doesn't shine.
That response was despicable, why not just say "no sir, no bonus on your account" instead of suggesting you'd fancy playing the slots for fun(because that's what you really want a life changing win on fun mode )!

The only time I do that is to test a new game out to see if I like it!

 

[partyhummel]

at least they could have given a 5 to 20 euro...

imho... especially if the destroyed amounts were serious, cumulated, a casino should act generously. since the chance of cashing out regarding the attached wr - is extremely low...

By acting scrooge they have lost all your future lost deposits...

their loss. Very speciaö way of defining customer care in a total new pov... bad attitude.

 

[Jono777]

Said this so many times and your OP regarding the casinos response is disgusting behavior.

A simple £20 ND chip (whack 50x WR on it if you want!) would work wonders on the player and 9/10 ensure they stay as a player.

Most times the player will 'bust' without getting anywhere near the required WR however the 'blow' has been softened and the respect show by the casino and efforts made ensure future deposits and custom.

A no brainer IMO.

 

[AudiManinBoro]

It often makes you wonder if many of these casinos have management who actually understand the concept of `retaining` It isnt necessarily the question of money either, more the question of respect. For someone who deposits large sums of money at a particular casino and then be told essentially `nahhh sorry, nowt we can do for ya mate` when requesting something as simple as a top up on loyalty points, or a few gratis chips here and there...well I know where I would be taking my large sums of deposits. Another casino. I would advise any one else to do the same.

 

[Harry_BKK]

Well, i am doing the Christmas round at the moment. My threshold to ask a casino for a Christmas comp is minimum 1500AUD deposits in 2015.

Firstly, i did my yearly accounting for all gaming in 2015 and based on those numbers i have a certain expectation for a Christmas comp. This year so far it has been pretty horrendous at most casinos to get any comp at all. Will post the stats once i finished the round.

I said this before and the experience in 2015 confirmed it for me. Most casinos moved their focus from retaining existing players to acquiring new players as the online casino world has become the "NEW WILD WEST". Lots of newcomers trying to get a piece of the pie, hence everybody, new and existing casinos, want to get as many new players as possible.

Reason is pretty clear as after the initial SUB new players are much cheaper to retain than existing players since they are on lower loyalty levels, have little or no knowledge that comps are even possible, match offers are lower and rarer etc etc. What new players don't always realize is that most SUB's are a bad deal for the player as ever increasing WR's, game restrictions, game contribution reductions etc all play in the hands of the casino.

Considering the above, it has become more and more difficult for loyal players to get any decent comp amounts. Giving a player some FS on Starburst or similar at minimum bet size is certainly not showing any appreciation for the player whatsoever, it is rather an insult.

Will have my stats finished on the 24th December, giving every casino the chance to show me their appreciation

 

[goatwack]

Customer appreciation counts for nothing nowadays I'm afraid, casinos are in it completely for themselves with very little regard to giving anything back.

The loyalty aspect only works one way.....you give them all your money. Due to the multitude of places to play at that are fast-paying there are certainly a lot more migrating players than before. In fact I'm sure casinos prefer new players like Harry said, but once their numbers are up their interest in you quickly wanes.

In the OP's case we've all been there. Apart from the embarassment of having to ask in the first place, a popular trend in CS seems to be wise-ass answers and insulting tone for even daring to ask.

Casinos across the board should rethink their approach when dealing with customers, especially ones that have made them money. Unfortunately with the quantity of casinos there has been a sharp decline in quality as too many take players for granted. Here's hoping for a better year.....

 

[jjezebel37]

Well, i am doing the Christmas round at the moment. My threshold to ask a casino for a Christmas comp is minimum 1500AUD deposits in 2015.

Firstly, i did my yearly accounting for all gaming in 2015 and based on those numbers i have a certain expectation for a Christmas comp. This year so far it has been pretty horrendous at most casinos to get any comp at all. Will post the stats once i finished the round.

I said this before and the experience in 2015 confirmed it for me. Most casinos moved their focus from retaining existing players to acquiring new players as the online casino world has become the "NEW WILD WEST". Lots of newcomers trying to get a piece of the pie, hence everybody, new and existing casinos, want to get as many new players as possible.

Reason is pretty clear as after the initial SUB new players are much cheaper to retain than existing players since they are on lower loyalty levels, have little or no knowledge that comps are even possible, match offers are lower and rarer etc etc. What new players don't always realize is that most SUB's are a bad deal for the player as ever increasing WR's, game restrictions, game contribution reductions etc all play in the hands of the casino.

Considering the above, it has become more and more difficult for loyal players to get any decent comp amounts. Giving a player some FS on Starburst or similar at minimum bet size is certainly not showing any appreciation for the player whatsoever, it is rather an insult.

Will have my stats finished on the 24th December, giving every casino the chance to show me their appreciation

I look forward to seeing this.

Good luck with it!

I have had a couple of comps at Betsafe after horrendous sessions and Paddy Power and Sky Vegas are always sending me free comps without asking. I was also really surprised at Maria.com a few weeks back. I had had a bad session and they sent me a message saying they had seen I had lost and that there was a surprise in my account (£50).
This is the kind of service that makes me feel a little better when I have a bad loss and it's why these casinos will be seeing my money next year

 

[aceking123]

Well, i am doing the Christmas round at the moment. My threshold to ask a casino for a Christmas comp is minimum 1500AUD deposits in 2015.

Firstly, i did my yearly accounting for all gaming in 2015 and based on those numbers i have a certain expectation for a Christmas comp. This year so far it has been pretty horrendous at most casinos to get any comp at all. Will post the stats once i finished the round.

I said this before and the experience in 2015 confirmed it for me. Most casinos moved their focus from retaining existing players to acquiring new players as the online casino world has become the "NEW WILD WEST". Lots of newcomers trying to get a piece of the pie, hence everybody, new and existing casinos, want to get as many new players as possible.

Reason is pretty clear as after the initial SUB new players are much cheaper to retain than existing players since they are on lower loyalty levels, have little or no knowledge that comps are even possible, match offers are lower and rarer etc etc. What new players don't always realize is that most SUB's are a bad deal for the player as ever increasing WR's, game restrictions, game contribution reductions etc all play in the hands of the casino.

Considering the above, it has become more and more difficult for loyal players to get any decent comp amounts. Giving a player some FS on Starburst or similar at minimum bet size is certainly not showing any appreciation for the player whatsoever, it is rather an insult.

Will have my stats finished on the 24th December, giving every casino the chance to show me their appreciation

interesting because thats what im doing & have been doing for the last couple of weeks & to be honest there a few in the firing line this year , ones already gone ( GUTS ) , down to loyal playing i mean monthly deposits , those who chose not to bother this year with some kind of gift shall be without next year ) , this isnt about whats been played or toys out the pram as such , its to do with treatment i could get more from a local casino than i do online ( rant over )

 

[Jasminebed]

And casinos.... I'd just like to say, don't chintz out for those with birthdays over the xmas season. Not everyone celebrates this season in the same way, but everyone has a birthday, and the holidays babies all know they miss out on certain perks in life on their birthday. These are spread relatively evenly over the year and will not fluctuate, so the casino's promo department needs to plan a monthly amount for that, and other holiday comps according to their schedules.

 

[Harry_BKK]

I look forward to seeing this.

Good luck with it!

I have had a couple of comps at Betsafe after horrendous sessions and Paddy Power and Sky Vegas are always sending me free comps without asking. I was also really surprised at Maria.com a few weeks back. I had had a bad session and they sent me a message saying they had seen I had lost and that there was a surprise in my account (£50).
This is the kind of service that makes me feel a little better when I have a bad loss and it's why these casinos will be seeing my money next year

You are a lucky girl.

Not a single time in 2015 did i find some chips in any of my accounts just like that, no matter if i lost 100 or 5,000 in the last session. Always had to ask, highest single comp was 200$ but mostly it is much less. Gone are the times where i would easily get 500 chips after losing a few thousand. And my total deposits 2015 exceeded 150K.

That is the reason for my post above. Very often in 2015 i had to get me some big plyers to extract some sort of decent comp amount. And Christmas seems to have gotten even worse.

 

[interlog]

I only once asked for a comp when I lost a few thousand and all I got was 100 free spins that had 80x wagering to the winnings attached to it. Left that casino quick enough.

Only one casino has looked after me unasked. I received a £50 birthday chip and was contacted about a Christmas gift. That casino will get most of my money next year.

 

[aceking123]

to be fair theres one casino this year which i would clearly state has been the best period , whether winning or losing & random drops after a shitty session ,( bet-at) miles above other casinos.

Doesn't help the op but there are other places to play at )

 

[Jasminebed]

You know, Bet-At is probably the only casino I'd feel okay about not receiving a Christmas gift from. I have felt appreciated and been comped there, and I do understand sometimes budgets take a real hard hit, just the way that no one would feel bad about a relative not giving a gift this year since they just lost their job.

You better send me a lovely holiday greeting though. Email is cheap.

 

[Casino2014man]

Thanks for the opinions Glad I wasn't the only one!

I have brought it to the rep's attention so hopefully in future they will be a little more considerate

 

[vinylweatherman]

This might be down to so many players asking for freebies that they don't actually review accounts, but send off a canned "no" response to everyone. This can look poor when a player really has lost big time, but the "review" of their account doesn't even merit the minimum freebie.

I have always had a policy to NEVER contact CS directly to beg for freebies, begging for scraps is demeaning to my status

I will however complain if I have been offered something, or it's published as "for everybody" on their site, but fails to credit.

 

[hedgehok]

I'm also one of those players that actually never ask for comps, indirectly at best when contacting a VIP-manager/chat-agent by telling that "luck was not on my side" but not more.

In 2015 I got unasked freebies from some of my regular casinos including Betat, Videoslots, Fortunelounge, Vegas Partner Lounge and Royal Panda. I can imagine however that there are indeed many players that just ask A LOT for freebies. This is certainly a minority of players but they cause a hell lot of work (and most just don't deserve it objectively). This is why many casinos only look in your account very irregularly and might drop in some funds if they consider it suitable (high deposits, high losses). It happened 2-3 times when contacting a chat-agent from GoWild/Wild Jackpots that I got an answer in the wrong chat from her telling me "Sorry, we are unable to credit your account with a bonus" and then telling me "Sorry, ... wrong chat-window"

I just think that the players got more demanding and the market got more competitive in the last years forcing many to save costs. I honestly believe that it is worth at least 1 additional employee that only goes through the accounts of the players of the last day and writes a nice e-mail like "We've seen that you didn't do well yesterday, we have credited some free-spins for x-slot/free credits for you". However finding the right level of player-retention is very difficult and a science for itself.

Very loyal players suffer from this environment but players that are more willing to change casinos find far more trustworthy outfits than ever before and choose casinos with best offers, and for these kind of players the situation has certainly not deteriorated.

 

[Harry_BKK]

Well, i am doing the Christmas round at the moment. My threshold to ask a casino for a Christmas comp is minimum 1500AUD deposits in 2015.

Firstly, i did my yearly accounting for all gaming in 2015 and based on those numbers i have a certain expectation for a Christmas comp. This year so far it has been pretty horrendous at most casinos to get any comp at all. Will post the stats once i finished the round.

Will have my stats finished on the 24th December, giving every casino the chance to show me their appreciation

Christmas round concluded some good comps but also some high losses for 2015

- only disappointment is Thrills, actually PM'ed Erik as well but no answer, has not even read my PM
- the list is from highest to lowest "total deposits in AUD", some values are converted from EUR/$ to AUD
- RedBet, Royal Vegas and Next were the luckiest in 2015
- 32RED, Slotty and Thrills the unluckiest ones, room for improvement