With all due respect here, this is not true. We operate on small profit margins. This may be hard for you to believe, but I see the numbers and I know how comps on FREE CHIPS affect us. Furthermore, we allow players to take free chips back to back. We have seen players take up to 40 free chips without ever depositing. Paying comp points on this is much more expensive then you might think.
Part of the problem is allowing the taking of such large numbers of free chips between deposits, or without depositing at all. The comp rates themselves online are tiny, often only 0.1% of the amount wagered.
Please if you have ANY case of Vegas Regal Casino CS reps intentionally misleading players regarding WR, let me know. I'm quite certain there are none. I don't mean to be antagonistic, but these claims are made as if we have a track record of 'shafting' players, and such a track record does not exist!
Again, it's what players know about the quality of Rival CS that would make them wary of ONLY the CS being able to track WR, and tell the player.
This is not a rival decision. This was our casino management decision. Proxy playthrough counting using comp points was not something we thought about. It was not even a consideration.
The claim doesn't even make sense, if we were trying to block playthrough metering through comp points, wouldn't we remove them from deposit bonuses too?
Proxy playthrough counting was what many players resorted to before the introduction of playthrough meters. They would count the comps, and then get confirmation from CS that they had met WR. What players found was that if they kept on asking CS about WR, whilst they would get the figures, it seemed a note went on their accounts at some casinos, and they were discriminated against for keeping such close track of their wagering.
We don't have the option for a play through meter. It is not offered by our software provider. I will bring this up to them.
Pressure was applied by players for such a meter with other softwares, and eventually they came along. It needs enough operators to press the supplier, and one will be developed. Once in place, there will be no need to worry about being able to use comps to estimate WR, nor repeatedly ask CS about it.
So because we don't offer comp points on FREE CHIPS, not deposit bonuses (which still have comp points), we are all of a sudden placed at the same level of rogue RTGs who butcher the cashier to avoid having a playthrough meter? I'm sorry if I'm thick, but I don't get the correlation.
The problem is more an issue of "the company you keep". Take an example from the player perspective. There are cases where ENTIRE COUNTRIES are "bonus banned" because SOME players from said country have "cheated" in some way with promotions, but far more often than in other countries. PLAYERS have learned from this, and it works both ways. Rival have a reputation of being a mass churning out of "white label" casinos, so ANY Rival casino is SUSPECTED of being "just like all the rest". Similarly, RTG have long been a safe haven for rogue operators, and RTG themselves have shown no willingness to vet the licensees & get rid of the rogues. This has created serious problems for reputable operators wanting to use RTG software, but are treated with suspicion by the players.
I agree we need to do everything possible to increase player trust, not decrease it. And we do. On OUR casino. If you are a player at Vegas Regal Casino, or know players at Vegas Regal Casino, you will know we do work hard to maintain trust. Having said that, I'm not exactly sure how we, being an honest Rival powered casino, have anything to do with Rogue RTG operations. We can't FIX what other casinos do. We can only deal with our casinos and our players. And as far as I'm concerned, we do a good job keeping players happy. Yes, we need to and will improve our customer service and payout time. But it is not like we don't answer customers or don't pay. All player inquiries are answered. We have an in-house casino manager and a casino rep to handle cases where players are not satisfied with our standard CS reps. All payments are done, virtually all on time.
Players only found out about the change in comp points because they LOOKED, and NOT because they were TOLD. This IMMEDIATELY has them on "rogue alert", and wondering WHY the change was made. Naturally, those players who were using the tried & tested method of counting WR through comps will consider that the most plausible explanation for the change is to prevent them from self monitoring WR.
Most players don't consider comps as being of great monetary value, so would not consider that removing them makes much difference in overall profitability.
Although YOUR casino has not made this change for deposit bonuses, it seems another Rival casino HAS, meaning even DEPOSITING players are no longer getting comps all the time.
Generally, Rival casinos are quick to "bonus ban" players, and this seems to be the result of some secret set of criteria, even LOSING players are finding themselves "bonus banned". This is but one of the many "issues" that are considered a hallmark of the Rival brand. Other issues are the payments, these were ONCE 48 hours, but have DETERIORATED to 5 days, this is the complete OPPOSITE of what is expected. Players are NOT asking for 48 hour payments as something new, they simply want the OLD service levels back.
Please don't take offense or consider this me being antagonistic or defending our casino blindly. I am very open to criticism; I just want to give some perspective to the allegation/conclusions being drawn.
Kind Regards,
Nicolas Johnson
Regal Affiliates Manager
& Vegas Regal Casino Rep.
- the wild expands in normal spins too.
